Complaint: My atrocious customer service with Planet 42

Dear Planet 42

I hope this message finds you well. I’d like to take a moment to share a deeply frustrating and disappointing experience I’ve had, and I kindly ask for your urgent assistance in resolving it.

It all began with what should have been a routine issue. My vehicle failed a weekend before it was scheduled for service. To keep it operational, I purchased a brand-new battery at my own expense—R3,200. At that time, I had no intention of terminating the contract and was fully committed to the agreement. However, I was later informed that the vehicle had been s****ped due to uneconomical repair costs—something entirely beyond my control.

Given that I did not voluntarily terminate the contract, I respectfully request that Planet 42 reconsider the terms of the agreement regarding non-refundable maintenance costs. Under these circumstances, I believe it is reasonable to request a refund or the return of the battery, as I incurred this expense in good faith to keep the vehicle running. I had also previously informed you by email about the vehicle’s condition, and I am able to provide the purchase receipt upon your response.

Additionally, I had paid the rental fee in advance for February, yet the vehicle was booked on January 29th and I had no access to it throughout that period. This was not a decision made by me, and no interim solution or replacement vehicle was offered. I am asking Planet 42 to reconsider the service—or lack thereof—that was provided in exchange for that payment. It is important to acknowledge that I fulfilled my obligation by paying in advance, but received no benefit in return.

To further complicate matters, the vehicle remains registered in my name. On February 19th, I was assured that a paid-up letter would be issued and that ownership would be transferred back to Planet 42. To date, I have received neither. Instead, a further debit attempt was made at the end of February—despite that prior confirmation.

What makes this situation even more serious is that the unresolved debit now reflects as an unsettled debt against my name at the credit bureau. This has an unfair and damaging impact on my credit profile, and I urge Planet 42 to correct this as a matter of urgency.

Despite multiple follow-up emails sent to both your direct address and ***, I have received no response to date. This ongoing lack of communication is extremely disappointing and unacceptable, and I am left with no option but to consider escalating the matter if it remains unresolved.

To bring this situation to a fair and respectful conclusion, I respectfully request:

Reconsideration of a refund or return of the battery cost, as I did not initiate contract termination.

Reconsideration of the rental service charged for February, in light of the fact that no vehicle access or replacement was provided.

Immediate issuance of the paid-up letter and confirmation of vehicle ownership transfer, as previously promised.

Immediate correction and clearance of the unresolved debit listing on my credit record.

Please treat this as an urgent matter. I request a formal and timely response to resolve these long-outstanding issues and close my case with Planet 42.

Kind regards, Whitney