We Buy Cars Customer Care agents blatantly refuse to talk, engage or provide feedback to customer

On 04 February 2022 I collected a "Gold Sticker Car" from WBC Germiston with a Mechanical Warranty.

By 21 February 2022 my pregnant wife was stuck on the R512 between Lanseria and Hartebee****rt with a completely worn out clutch on a car 17 days old. Long story short we were provided with a R53 000 bill to render the car useable with only R8 000 assistance from the warranty.

However, this is not my complaint. Only from the beginning of March did the real frustrations start with Customer Care Agent Kimberly Mngomezulu.

After raising a complaint I confirm the trail of events: 03 March 2022: Received a mail from Kimberly confirming she had tried to contact me. 07 March 2022: I drafted her a mail confirming our complaint with the vehicle. 09 March 2022: Received a phone call from Kimberly where we agreed that the deal would be cancelled 09 March 2022: Vehicle was returned to We Buy Cars

Then blatant refusal to reply to mails, return or take phone calls from both Kimberly and her immediate line manager Wynand. Note the following trail of events:

09 March 2022: Email from myself to Kimberly confirming deal cancellation and requesting documentation (No reply) 21 March 2022: Follow up mail from myself requesting confirmation, feedback and documentation (No reply) 24 March 2022: Phone call to Kimberly asking for feedback. Was promised I would receive feedback that day (Note not received) 28 March 2022: Follow up phone call to Kimberly and Wynand (Line Manager who refused to take my call). Was promised all was resolved, deal cancelled and my deposit would be refunded in the next few days. I asked Kimberly to reply on my mail in writing which she agreed 29 March 2022: Mail received from Kimberly confirming all cancellations in place, no paperwork required now, all refunds will be done by 01 April 2022 01 April 2022: I am debited the repayment for the vehicle. Contacted the bank and they confirmed no cancellation in place 06 April 2022: Phone call to Kimberly asking what was going on and when this will be rectified. Promised to send me a mail on close out dates (Note not received) 07 April 2022: Follow up mail from myself requesting feedback and documentation (No reply) 11 April 2022: Phone call to Kimberly asking to speak to Domenic (Customer Care Manager) who was not available. Kimberly promised to forward my complaint to him and copy me in (Note not received) 22 April 2022: Follow up mail from myself requesting feedback and documentation (No reply) 22 April 2022: Phone call to We Buy Cars where I finally got hold of Domenic who promised to sort out the cancellation immediately 24 April 2022: Refunded my deposit from We Buy Cars but not my Repayment from 01 April 2022

Unfortunately since this I have now been debited another vehicle repayment on 01 May 2022.

So I ask We Buy Cars the following questions:

1. Is 10 Weeks too long a timeline to resolve this? 2. Should customer care agents regularly update clients on complaints? 3. Should line managers take customers calls when they escalate? 4. Should my vehicle repayments have been refunded by now? 5. Should We Buy Cars be following up with the Bank to ensure I am no longer debited?

If the answer to any of the questions is YES I request you do the right thing and sort this out.