Unsatisfactory service. Request to terminate plan

Hello please assist as I have not received feed back from the company since I emailed my query.

27/01/2026 Request to terminate plan due to unsatisfactory service. On the 2nd of January 2026 I emailed notifying the company that my car is due for a service, and I needed to be assisted with locating a centre, I provided all my details on the email. On the 2nd I got an automated reply asking how can we assist you? I then called and I was told to provide a picture of the odometer reading and the latest proof of service. I provided picture and proof of service for 2024 and 2025. I was then told that I can book at an RMI or MIWA accredited service Centre This surprised me because I thought that was going to be done by the call Centre or at least I could have been provided with a list of RMI centres in my area but that was left for me to attend to. I did as I was told and I found an RMI service center, I then got the 15th of January, and I did communicate this via email with claims. On the 15th I booked my car at 7:30am and I did not get any communication until 12.01pm when the Centre was being advised to use generic parts via email. Just before 16:00 I received a call from the center saying no final authorization was sent to them, so the service had to be cancelled. On the 16TH there was zero communication. Fast forward to Monday 19th January when I received an email in the morning with the authorization that indicated on the quote that I was I was going to be penalized 50% due to not servicing my car in 2025 (this should have been done via phone call but this company does not pick up the phone unless if they need your business). I then called the call centre after waiting for over 5 minutes on hold, a consultant that did not introduce her self-answered the phone like it was her personal phone and on top of that it sounded like she was eating and didn’t care about the call. She had zero agency and zero customer empathy. I explained why I was calling, she then asked for my detailed and put me on hold for over 4 minutes while she looked for my profile. When she eventually continued with the call, I kindly asked her to please call me back as the call was stretching to over 15 minutes (the call was a total on 18 minutes). She said unfortunately she works in inbound she cannot call me back. She eventually found my claim, and she then tells me I am being charged because I didn’t service my car in 2025. I then got upset because that meant who ever was dealing with my claim did not view all the documents. I asked her to pull up my original email and she then saw that the 2025 service was indeed attached. She said they will send a new quote in a few minutes; I then again booked for a service myself. Eventual my car was serviced on the 22nd of January. I would like to know why my service costed a total of R1600 when I was contributing R353 for 12 months. I would like to know why were generic parts used when the service of my car was half the balance of my monthly contributions? Generic parts are not the issue but I’m disputing the figures that don’t make financial sense. Furthermore, I practically did all the admin and calling, not once did MVP lift a finger to make my experience easy since I am a paying customer whose funds were not all utilised on the service. My instalment is increasing to R385 this month. I am very dissatisfied with the service and inconvenience caused. I would like to request for my plan to be cancelled as clearly saving on my own makes more financial sense. The plan does not seem ethical according to the MIOSA and NCC. Regards, Portia