Vehicle car maintenance plan

Innovation group/Standard bank. I’ve been getting a good service since I first took my car for the first service two years ago. When I agreed to this plan I asked the lady to send me a contract of everything she explained telephonic all unfortunately it never happened because she got the sale right , anyway I did not worry much because initially I was given an impression that it was under Standard bank which is a big company and I trust them since I do bank with them , later in the year I called again asking about the kilometers etc…. and I was told that I was covered for up to 60km but I did extend motor plan with the sales consultant.

On the 10/02/2018 I dropped my car for 90km service at a car dealership to my surprise the car dealer manager called me to let me know that the “Innovation group” says my motor plan has expired??

1 They’re still deducting from my account. 2 No one bothered to give me a “Courtesy “call to say Ms Customer your car service expired here are the options. 3 I was never told that there’s an expiring date nor being given a notice.

With the frustration I had after collecting my car from the Dealer , I called their offices and the first consultant I spoke to was a rude guy who never empathize and he just told me that the contract expired and offered me a complain email which doesn't work ********** I asked why are they still deducting he then said it was my responsibility to check with my bank and stop the payment? So I should have thrown the bones to see that my maintenance plan expired! I made another call asked the same question and the lady told me a completely different story from what the guy has told me , she mentioned the payment will be deducted until the payment term lapsed? Oh I'm still covered but I cannot claim anything until it lapses? This is a day light *******!

With patience I called once again on the 14th to complain about same thing , and the lady said no problem she will log a call to get the recordings and investigate the matter of the consultant who never mentioned or explained thoroughly about my plan and the case was logged and I’m still waiting????? I received an sms with this case number QY ********** 4"your case will be sorted within 48hr or 7 days" I called their r offices once again to follow up, to beg for service and the wonderful lady by the name of ROCHEL answered and when I tell her that I’ve been calling for several times without being assisted and I asked kindly to speak to the manager and ROCHEL was not happy with my call because it was not a sale instead of saying “please hold or saying no we can’t put you through” she decides to give me attitude breath and kept quiet for 3minutes and hung up the call!!!

Extremely upset!

I’m very frustrated , confused and upset from this experience , this is the most painful service I’ve experienced in my entire life and what’s frustrating more is that this is coming from the trusted bank who treat their complain customers in this manner and to employ people who are not sure about their product knowledge ,who lack passion to assist their customers , and who are also ***********.

Regards Upset