Bad service Planet42 in partnership with Fleetbuddy insurance

I've a vehicle contract with Planet42 and in alliance with Fleetbuddy insurance. The vehicle had breakdown on 19 Feb 2024 while I was traveling out of town. It was towed to the nearest workshop in Queenstown. I stay 188kms away from Queenstown. The repairs were completed on 1 March & claim was confirmed to have reached Fleetbuddy by all parties including Planet42 on the same day. The workshop refused to release the vehicle without payment. A consultant from Fleetbuddy suggested that I pay from my own pocket if I need the vehicle urgently & claim later. I didn't have money.

I received a feedback from Planet42 on 4 March that the claim was escalated to Finance Department of Fleetbuddy and the turnaround time for payment is 48 to 72 hrs. On 8 March I called warranty section of Fleetbuddy & I was told that payment could not be made due technical glitches to the banking system. I made another follow up on 11 March & I received the same response that there are technical glitches so payments could not be made until further notice. The lady said until further notice because according to her she doesn't know when the problem will be resolved. This kind of uncaring response frustrated me & nothing i could as the consultant made it clear that the call cannot be escalated to supervisor ot Finance Department for further clarity, it was dead end. I called Planet42 & I was informed about the technical glitches that are being experienced by Fleetbuddy and nothing can be done.

I'm writing with frustration because the huge debit order will go through this week & I don't have a vehicle. I needed the vehicle for work purposes & safely traveling for my kids . Its going to be Easter weekend soon & chances I'll be without a vehicle.

I feel that Planet42 and Fleetbuddy are treating me unfairly. I feel Planet42 are not consistent with their customer service, it depends who is benefitting. Being told that payment will be made when banking system has been sorted & when its sorted is like being insulted to like a fool. If you respect clients the same, I don't even had to make follow-ups after the waiting period had lapsed. I need the vehicle but not in this kind of service.