Mahlatse M

Bad Customer Service

I am writing to formally raise a complaint regarding the poor service and lack of communication I have experienced from your consultants. On 25 April 2026, my vehicle suffered a breakdown when the fan belt snapped. The vehicle began running poorly, and smoke was emitted from the bonnet. I documented the incident with photos and a video and arranged for the vehicle to be towed to BMW Midrand. On 27 April 2026, a BMW technician diagnosed the issue and confirmed that the AC generator had seized. A detailed repair procedure was documented. On 28 April 2026, all supporting documentation—including the quotation, repair procedure, images, and video—was submitted to Traficc. An assessor was subsequently appointed and conducted an assessment at BMW Midrand on the morning of 29 April 2026. Since then, there has been no proactive feedback. From 30 April 2026 to today, 6 May 2026, I have had to follow up multiple times daily (3–4 calls per day). Each time, I am informed that the claim is still awaiting the assessor’s report. The consultant assigned to my claim, Dale, has repeatedly advised that the matter would be escalated; however, no progress or meaningful update has been provided. Communication has been entirely reactive, and neither I nor the workshop receive updates unless we initiate contact. This level of service is unacceptable. I expect: Immediate feedback on the status of the assessor’s report A clear timeline for resolution of my claim Confirmation of escalation to a senior manager Improved communication going forward Please treat this matter with urgency. I request a formal response within 24 hours of receipt of this email. Is this the level of service Traficc provides to its customers? Kind regards, Mahlatse Mathekga 081 439 6223