DO NOT GET A SERVICE PLAN FROM THEM. IN FACT DONT GET ANYTHING FROM THEM

Only giving a 1 Star rating because HP will not allow for a ZERO rating

I have had a Zoom Service plan with MVIA for 11 months and they have been debiting R 372 from my account for the 11 months since inception. Upon sale of the plan I was advised by the sales lady that all I have to do upon claim stage - is " Take my car to any RMI Approved dealership"

All was fine and debits ongoing

On 5th March - I proceed to take my vehicle for its first service 90000kms service at CSC Midrand. I advise them that i am with MVIA and they advise that they will liaise with them for approval. Claim number: TAL*** CSC calls be around 1pm and advises that MVIA is not authorising the full claim as there is a discrepancy with the quote that they have provided versus the amount that MVIA is willing to cover. These costs MVIA claims that they received from Haval directly so that is what they are willing to pay. Suffice to say - my vehicle was not serviced.

Fast forward to 18 March, i take my vehicle into HAVAL WOODMEAD ( the manufacturer) as they - HAVAL - are the ones that provided the quote so - one would firmly deduce that because HAVAL provided the costs on 5th March surely they would approve ( them being MVIA) as the vehicle is not at HAVAL. This is not the case.

I called the call centre - s/w Mikhail and he advised that because the auth letter was given to CSC midrand on 5th March - I had to contact the provider and request that they cancel the authorisation letter provided and then they can work on a new authorisation. This should not be the responsibility of the consumer to run around and get cancellations of order/services., Then he proceeds to tell me that my vehicle cannot be serviced at HAVAL because I do not have the premium service plan that enables me to service at the manufacturer.

THIS IS A RMI APPROVED DEALER AS I WAS ADVISED WHEN SIGNING UP. NOWHERE WAS I ADVISED THAT I WOULD NEED TO PAY EXTRA TO TAKE MY VEHICLE TO THE MANUFACTURER THAT QUOTED YOU ON THE 5TH FOR SERVICEABLE PARTS AND LABOUR.

Mikhail was very dismissive and initially refused for me to speak to a supervisor/manager for further clarification and to confirm that they can listen to the sales call, nowhere was i advised that i cant take it to haval and that i would need to pay in extra for this service.

I then speak to Darnelle ( i suppose is the Supervisor/Manager) who said that seeing as my vehicle was not serviced by CSC Midrand, THEY will call them and request a cancellation of the authorisation that was sent. In order for my vehicle to be serviced today, the sales team can upgrade my policy to premium and then proceed to authorise the service TODAY.

Sales team ( Sakhumzi) calls me and says that NO, they cannot authorise another service as they have already authorised for CSC Midrand. Also if i need to have a service today, i will need to pay R1400 in addition right now as a difference amount if i want to upgrade.

Dernelle DID NOT MENTION ANY OF THIS. When I ask to speak to Darnelle he refuses and tells me i do not want to listen. When i ask to speak to a manager - they cannot come to the phone. I ask to cancel. He places me on hold for approximately 7 mins and comes back to say that he needs to send me an email with the form and an affidavit is needed. ( you must be smoking cheap nyaope, if you think that i am going to the police station for an affidavit JUST to cancel a service plan). He also cannot advise me when a refund will be processed and no one on the floor can assist with that. I need to send back the forms first.

This is the WORST SERVICE I HAVE EVER RECEIVED FROM ANY PROVIDER. I WAS HONESTLY SHOCKED AT THE LACK OF EMPATHY AND URGENCY BY MIKHAIL AND SAKHUMZI. I HAVE NEVER EXPERIENCED THIS IN MY ENTIRE LIFE.

I have now cancelled this policy and sent it to their ***re email address where nothing has been acknowledged, yet you were very quick to respond to emails when you were sending me from pillar to post earlier.

I EXPECT MY REFUND IN FULL, AS NO CLAIMS/SERVICES WERE USED IN THIS PLAN. THE CANCELLATION FORM DOES NOT STIPULATE ANYTHING OF THE TAT FOR THE REFUND AND I AM EXPECTING THIS IN 7 BUSINESS DAYS.

EVERYTHING OLD MUTUAL IS JUST **** AND USELESS.