DV
Dominique V
1 reviews | Active since Nov 2012
14 Nov 2019, 11:47
Pathetic
I regret ever getting a maintenance plan. Now that I need to cancel the maintenance plan because I sold the vehicle, I’m being sent from pillar to post.
Helpful (0)
Replies (1)0
Replies (1)
Motorite Administrators's replyOfficial
14 Nov 2019, 12:18Dear Madam,
Motorite has reviewed your complaint and duly noted your comments and its great concern we received your e-mail outlining the problem you had with our service.
Whilst investigating the matter – we noted that cancellation was requested for on the 07/11/2019 due to your vehicle having been traded-in.
Customer care then requested for clarification as to who settled the vehicles finance and asset account.
It was advised that upon trade-in the respective selling dealership had settled the finance account on your behalf.
If a vehicle is traded in and settled by the Insurer, the Insurer settles the full amount inclusive of the VAPS loaded, therefore, at any given time, should an Insurer settle the full finance account, they then hold the applicable product.
As per the attached confirmation letter from your selling dealership, they have advised that we may proceed in refunding you the pro-rata refund amount upon cancellation.
However – in order to proceed with such we would require a paid up/settlement letter in order to complete the cancellation process.
In addition, we would require proof of your banking details (not older than 3 months) in order to process the refund.
It is not our intention to prolong the process, the documents required forms part of our cancellation procedures which is to ensure customer identification and to prohibit the elements of money laundering in the event of cancellation.
Please forward at your earliest convenience so that we can quickly and efficiently finalize this process for you.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Risk Management Complaints Division
Motorite Administrators's reply14 Nov 2019, 12:18
Official
Dear Madam,
Motorite has reviewed your complaint and duly noted your comments and its great concern we received your e-mail outlining the problem you had with our service.
Whilst investigating the matter – we noted that cancellation was requested for on the 07/11/2019 due to your vehicle having been traded-in.
Customer care then requested for clarification as to who settled the vehicles finance and asset account.
It was advised that upon trade-in the respective selling dealership had settled the finance account on your behalf.
If a vehicle is traded in and settled by the Insurer, the Insurer settles the full amount inclusive of the VAPS loaded, therefore, at any given time, should an Insurer settle the full finance account, they then hold the applicable product.
As per the attached confirmation letter from your selling dealership, they have advised that we may proceed in refunding you the pro-rata refund amount upon cancellation.
However – in order to proceed with such we would require a paid up/settlement letter in order to complete the cancellation process.
In addition, we would require proof of your banking details (not older than 3 months) in order to process the refund.
It is not our intention to prolong the process, the documents required forms part of our cancellation procedures which is to ensure customer identification and to prohibit the elements of money laundering in the event of cancellation.
Please forward at your earliest convenience so that we can quickly and efficiently finalize this process for you.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Risk Management Complaints Division