Bad Customer Service

Please note that we would like to lay a complaint against an employee of MFC by the name of Nompumelelo Thembekwayo who is a Service Centre Agent. We reported that we need an authorisation letter as per the advice of Mercedes Benz with regards to a duplicate key that is required on the 18 August 2025.

Nompumelelo then responded to both myself and partner informing us that she would need a letter from Insurance, Signed Letter from Dealership that states the reason for the duplicate key and a an authorization letter from me as the account holder of the person who the documents can be sent to and to also provide an authorization letter to dealership. Nompumelelo went as far as even sending us the Natis copy immediately, please refer to the attached document.

On 20 August we sent the requested documents back to Nompumelelo for her to provide the authorization letter required by the Dealership only for her to tell us that she can't assist any further whereas the documents requested where there but rather referred us to email the documents to *** which we could not understand why as she already attended to the request. We now had to send the documents to the email advised on 21 August and we awaited a response in this regard. Today is the 27th and we still have not received a letter of authorization and we feel Nompumelelo neglected her duties to assist because now 9 days after request Mercedes Benz cannot work on the vehicle (Please refer to attached correspondence). We were gladly assisted by Mr Kafuoa who requested to send the missing document which is the letter from Dealership but advised that this might take time to get the letter and we feel had Nompumelelo attended to her duties we would not be sitting with this problem and have no option but to report to the MIOSA