The Ultimate Torture MFC-Nedbank-Innovation Group

BEWARE! If you are planning on insuring your vehicle with MFC, THINK AGAIN!.They offer you a basic insurance cover for fire, theft and write offs at a very reasonable rate with free accident towing but when you are actually involved in an MVA and you call the insurance company to tow your vehicle, chances are you may never see your vehicle again! I was involved in a MVA earlier this year. I called MFC (also known as Innovation group) on Monday, 3rd March 2020 on tel:***, I dialled 1 for towing services and asked to tow my vehicle to Patrix Service Centre in Alberton for repairs as my vehicle was not in a major accident and was repairable. My vehicle was picked up early Monday morning. When I called Patrix Service Centre later that afternoon I was informed that my vehicle was never delivered to them. I immediately contacted MFC, dialled 1 again for the towing services and asked about my vehicle. The person on the line informed me that my vehicle was delivered to a Randburg Renew It. I was furious. I asked why and she could not give me an answer. I asked for the error to please be rectified and for my vehicle to please be taken to Patrix. She promised that my vehicle would be at Patrix before end of the business day. On Tuesday morning 4th March, I called MFC Towing Services and spoke to Bogani. Bogani informed me that the vehicle was still sitting at Randburg Renew It and told me that it should be delivered to Patrix later on that afternoon.Everytime I called Patrix to ask if the car was finally delivered I was given the same answer, no mam, unfortunately not, so I ended up spending the entire afternon calling the MFC Towing Services, speaking to multiple people including Bogani trying to make sure that my car was going to be delivered to Patrix. None of them could give me a superior to talk to. They said that they needed to inform the drivers but can not call them, it has to be done via email, they had to log a case, which they did, they gave me case number C015HFK, they also gave me an email address to follow up on the case if I wanted to, it was *** and so I did eventually, I sent the email through on the very same day 4th March 2020 at 6:19 pm. This went on the whole week. My car did not reach Patrix and I kept on calling the towing services at MFC, same response as usual, we have logged the case, there is nothing more we can do, we have to wait for the drivers to respond. I did not get any positive feedback. I then started calling the customer care call centre. This was even worse. The music just plays and plays and nobody ever answers. To make matters worse, I was admitted in hospital at the time and had no access to telkom lines and as a cell c customer I was charged for 0860 numbers. I could not afford to wait in those queues as it was too costly so I had to stop calling. I was in hospital for the entire month of March. However, whenever I could, I still tried, I called and I spoke to people in the call centre and I related the story. I asked for a reference number for my call and they said that they do not have a reference number system. I should use my policy number as my reference number. They said they would call me back after they received feedback. They would investigate the matter and get back to me. I waited and waited and never got a call or email or message back. Then we went under lockdown and I guess my vehicle went under shut down because all businesses were now closed at the end of March.When I got discharged from hospital I immediately called Randburg Renew it. The business was closed but there was a voice recording which gave the cellphone of an emergency contact. I got into contact with the emergency contact, explained the situation and asked if I could come through and collect my vehicle. He said that I could not. The business doors are still closed and would only open at lockdown level 4. I reached out to my insurance company once again to fix this. I started calling MFC again. Everytime I called the call centre I spoke to someone different because they couldn't give me reference numbers, they also couldn't get me to speak to the same person that I spoke to before, and therefore everytime I called, I had to relate the whole story all over again, back from the beginning of the 3rd of March. When we finally reached Lockdown level 4, my findings were that my vehicle was no longer with Randburg Renew It, it had been collected. I asked Renew It who has it been collected by and who has authorised this collection? They then gave me a contact number. I contacted this number. It was a company called First Assist. I contacted this Company and asked why do you have my vehicle. The answer was they are the Company that was hired by MFC to originally tow my vehicle on the 3rd of March 2020.They are now responsible for storage fees worth over R40000. They are not willing to release the vehicle until these funds are paid. I should contact my insurance company if I want my vehicle back. I once again contacted MFC customer care.The countless conversations never came to an end. 'We are waiting for feedback' are words that are constantly ringing in my ears. My last conversation was with Bradley Govendor on the 30th June 2020. As per the email, he states: Please be advised that the query is with First Assist and not with Innovation Group. As one Company pins the blame on the other, I, the policy holder should sit back and await feedback 4 months later. What is my fault in all of this? All I did was innocently call my insurance company on the 3rd of March to tow my vehicle.Was that a crime? Did I do something wrong? I pay my monthly insurance every month and continue to pay for a motor vehicle which I don't see anymore. I have endured Uber expenses and begging family and friends to get around when I need something. I have endured the frustration of telling my story over and over on the telephone for many many months. I have endured sleepless nights and tears over this unfound, unreasonable pressure under trying times.And unfortunately, this torture continues...