URGENT Complaint – Motorite’s Failure to Inform, Breach of TCF, and Emotional Harm

To Whom It May Concern, I’m writing this through tears, not just as a customer, but as a mother, a woman, and someone currently fighting stage 3 cancer. I never imagined I’d be pleading for fairness and compassion from a company I trusted, while navigating chemotherapy and the emotional wreckage of my diagnosis. I recently found out, by accident, that my vehicle warranty had expired. No email. No SMS. No courtesy call. Nothing. And when I phoned your agent after the expiry date, she still didn’t tell me the cover had lapsed. She even wrote notes saying i called to ask about my cover and what i covered for as per my conversation with Theo from Motorite. I was left believing I was protected, when I wasn’t. That’s not just poor service it’s a betrayal. Had i known i would have taken the extended covers. Your failure to communicate is a direct violation of the Treating Customers Fairly (TCF) principles. I was not kept informed. I was not given honest, timely communication. And now, I’m facing unreasonable barriers to redress, while my car sits at the mechanic and I sit in a chemo chair wondering how I’ll afford the repairs. I am physically weak, emotionally drained, and financially stretched beyond measure. This situation has caused me immense distress. I am a mother, trying to hold my family together while my body fights a war inside. Your silence and refusal to help have left me stranded literally and emotionally. This is not just a complaint. It’s a cry for decency. I demand: 1. A full investigation into why I was not informed of the expiry 2. Immediate assistance with the repair of my vehicle 3. A written explanation for the communication failure 4. Compensation for the financial and emotional harm caused If this is not resolved urgently, I will escalate to the Motor Industry Ombudsman of South Africa (MIOSA) and the National Consumer Commission. I will also share my experience publicly—because no vulnerable customer should be treated this way. I trusted Motorite. I needed Motorite. And you failed me. Sincerely, Shohana