Horrible Service

I am actually just having such a horrible time with the worst time with the service I am receiving from the customer service agent assigned to me. From the onset, I request updates regarding the process for reasons that I provided to Charity. I made four requests for timelines by email, and she only provided me with the timelines after the fourth request. Thereafter, I received updates via WhatsApp in terms of which I was told that I would receive updates. I barely got any updates. I am at a point where I am literally begging for updates. I informed her that I needed clarity on how far back this process would delay.

According to the timeline that she provided me with, the entire process was meant to be completed by 22 May, I contacted her on said date to inquire about payments, but she took the liberty to advise that an assessor from my insurer would be sent to assess the vehicle on 25 May. On 26 May, I called Charity to request an update. She advised that my insurer still had not sent an assessor. I contacted my insurer to find out what the delay was because when the vehicle was initially brought in, the assessor was quick. The service agent from my insurance company contacted Charity, and he was given much more information than I was. The insurer's service agent advised that the vehicle had to be taken back in for further repairs. I am not sure why, when I contacted Charity, she couldn't have informed me of this. I am actually super frustrated and unimpressed by the lack of communication. I am further concerned about the quality of work that will be done as a result of this service that I am receiving.

While I appreciate that mine is not the only vehicle that's being serviced, I would have really had a lot more peace of mind receiving regular updates from the service agent assigned to my vehicle. On another occasion, I called in requesting to speak to the manager, but somehow I was contacted by the very person whose service is a thorn.