From pillar to post with no responses and delays

• My husband was involved in an accident on 17 January. A decision was taken to repair the Ford Ranger and on 1 February we were informed that the relevant parts were ordered; • On 19 February, after several attempts to obtain feedback, we were informed that parts were delivered. However, in a number of instances “source parts” were ordered instead of genuine Ford parts. We can only infer that this insistence on using cheaper source parts was the reason for the almost three-week delay, since Ford confirmed that all the required parts were immediately available or could be provided within 24 hours; • Upon enquiry on whose decision it was to use source parts, the panel beater referred us to Virseker, who in turn referred us to the assessor, Ms Livhuwani Matumba, employed by Telesure Investment Holdings. Despite undertaking to provide feedback, we had to follow up with Ms Matumba, only to receive the unsatisfactory response that she cannot obtain a response from Virseker (who initially referred us to Telesure Investment Holdings); • A dispute was lodged, and a decision should have been forthcoming from the dispute consultant, Mr Abardean Roestorff (also employed by Telesure Investment Holdings) on Tuesday 5 March 2024; • An attempt to contact Mr Roestorff was unsuccessful and e-mails requesting him to call us went unanswered; • Upon enquiry from Virseker on whether they could assist in requesting finalisation of the dispute and the repair of the vehicle, they indicated that the dispute consultant must assist in this regard and undertook to send an e-mail to Mr Roestorff and his line manager to request finalisation; • Only after we sent four follow-up e-mails and only on Friday 8 March did Mr Roestorff respond to apologise for the delay, indicating that it was caused by the fact that the assessor (from Telesure Investment Holdings) has not yet provided feedback; • We directed an e-mail to Ms Matumba, requesting that her office respond to enable the finalisation of the dispute. We specifically indicated that the assessor must provide feedback on the decision to use source parts, since neither Virseker, nor the panel beater made this decision. No response has been forthcoming from Ms Matumba; • We have now been without a vehicle for almost 8 weeks while being sent from pillar to post between Virseker and Telesure Investment Holdings.