Poor service from MFC on complaint *** - *** ***

I purchased my vehicle in May of this year and added warranty as well as service plan on my finance agreement, a few months later I experienced and issue where the car was giving an error "engine malfunction" and took the car to the dealership to assess the car it was discovered that the vehicle needs a DPF because the current one is not regenerating.

The service garage then tried to claim for a new one but they were stopped and said that it is not covered under the policy wording. I called Nedbank MFC and the agent Chad was so unhelpful he put me on hold for roughly 30min just for the call to be dropped I called back and demanded to speak to some at MFC and was told they were already closed as they closed at 4:30pm, when they did respond all they did was throw their hands up and say they needed Innovation Group to respond even though I went through my policy wording and emailed everything to Thipe from Nedbank detailing my reasons for the claim to be valid below:

"as requested please find screen shots of the policy wording, can an explanation be given as to why this claim was not honored as the DPF is a filter which is a serviceable part when the vehicle goes in for a service the manufacturer does a regeneration on the filter and revs the vehicle up to clean the filter out, but at some point the filter becomes full and needs to be replaced as normal forced regeneration cannot be done anymore as a normal air filter it becomes too dirty to have it automatically clean itself."

"With the above being said please be advised that this vehicle has been to Novel Ford Stellenbosch numerous times and the problem still persists where the engine malfunction warning comes on and the car starts pulling sluggish and is heavier on diesel, nowhere does it specify the DPF specifically isn't covered but it is a serviceable part and it is a filter on the vehicle."

"Note that this is fair wear and tear as described the vehicle is sluggish and also heavier on fuel also the vehicle can go into limp mode which will cause the system to shut down and not allow the car to drive, causing other damage such as turbo failure or major engine failure."

"At point number 1. though it does state parts not specified under "components covered" section isn't a valid claim the vehicle still relies on the filter to trap harmful gases and because it doesn't have the ability to do that anymore, it is causing other components to deteriorate giving the engine less durability, the DPF can be removed and the EGR bypassed, but Ford is unwilling to do this as they say it will affect components that is reliant on the DPF, other companies are will to remove it but as, point 4. of the exclusions warranty wording states "Any damage resulting from the fitting of experimental units, or modifications, other than those approved by the original Manufacturer".

Innovation Groups response was that they could not find a valid reason for them to assist as the filter is part of the exhaust, even though the explanation was given to them that the filter is a serviceable and at every service interval an inspection and service is done on this part so making it that the part should be covered under the service plan which the vehicle has.

Innovation's response:

Thank you for your patience regarding your complaint.

Unfortunately we will not be in a position to assist with the claim as per policy terms and conditions pertaining to the exclusions.

Please note, the warranty covers components specifically listed under the “Components Covered” section, arising from the mechanical and/or electrical failure during the cover period of your Policy and is subject to the terms, conditions and exclusions set out herein.

The DPF (Diesel Particulate Filters) sits on the exhaust system. The Exhaust system is not a listed covered component.

Kindly be informed, the matter has been discussed to look at possible reconsideration, unfortunately the outcome remains unchanged.

Should you not be happy with the above feedback, please feel free to follow the complaints process outlined in your policy documents.

Trust you find this in order.

Kind regards, Potso Makopo

Now the vehicle is going into limp mode and the service garage is unable to fix the issue unless the filter is either removed or replaced and even though they cover the 1.26 Catalytic Converter which actually sits right in front of the DPF this company still refuses to fix the issue yet Nedbank/MFC will threaten you if your vehicle payments is not up to date or stand against the client when issue arise between the service provider and the asset that they actually financed.

Giving the impression that "We don't care we just want your money".