DISGUSTING SERVICE!! VERY UNPROFESSIONAL!!

I took a service plan with MOTORHAPPY/LIQUID CAPITAL in 2022 after my car did a 60000km service. The service plan is supposed to cover two services 75000km and 90000km. When it's time to service the car the company is giving me stories.

03 January 2023(Tuesday) I call them to ask for the procedure when taking car to service, I speak to a person called Tshundzukani Mtsetweni who than tells me that my car is only covered for 90000km and 105000km and not 75000. He asks me to take pictures of my service book(history) and email them, he will take it up and than get back to me. I take pictures and email him and he never acknowledges or get back to me. The day ends with no feedback or whatsoever.

4 January 2023 (Wednesday) I call in the morning immediately after they open to ask what was the verdict. I speak to a lady called Mpho, who says everything has been finalized I can take my car for service. I than take my car to the service center (15km drive). I do the paperwork and than leave. On my way back home, I get a call from the service center. When u get there I'm told that my policy is not authorized, MOTORHAPPY says they will only cover 90000km and 105000km service not 75000. I than call them again asking why is that so because the update I got in the morning was that it was all sorted and I can service my car for 75000km. I spoke to another lady (can't remember her name) she said she will take the matter "up" I should wait for 2 to 4 hours, they will get back to me. I waited two hours and than decided to go back home. 5 hours down, no feedback. I call them again, another lady says the matter is still being dealt with, they will get back to me before end of business day. I waited and there was no feedback, I email Tshundzukani and he doesn't reply (to any of the email I've been sending since Tuesday). I decide to call them again, the lady who I spoke to says all has been sorted I can take my car to service the following day.

5 January 2023 (Thursday) I take my car for service at 7am and than leave the service center. 11am I get a call from the service center and they tell me my service has not yet been authorized. They've launched a claim and submitted all necessary documents but the claim has not been authorized. I than call MOTORHAPPY again and the lady says they are waiting for documents from the service center. I than tell them that those documents were sent in the morning. Phone cuts off and than I call again and speak to another person who than says the service center needs to log a claim via call. I call the service center and they do so, only for MOTORHAPPY to come back with an email saying they will vet the quotation.

The email I got from them

"Good day,

The delay in authorization is because the prices on record and the prices quoted by your dealership are different.

The prices need to be vetted by our profiling department and only then can the service be authorized. We will advise once the claim has been authorized and communicate in due course. Kind Regards "