Delays on refund and claims made to service cover without the customer consent

I am greatly disappointed with the service at CMH Midrand.

I was initially informed by the service advisor that my Motorite service cover was not active and that I would therefore need to pay for the repair in cash. Based on this information, I proceeded to make the payment and the advisor even went to get me other covers to call me to join them.

However, after contacting Motorite myself, I was informed that my service cover was in fact still active. I then informed the dealership about this, and only then was the matter investigated. After my follow up emails requesting feedback, I was informed two days later that a request had already been submitted to Motorite for payment.

Motorite further informed me that submitting a claim to them while advising the customer that the cover is not active introduces a breach of contract.

As a result of this error, Motorite also paid the dealership for the repair even though I had already paid for it in cash. The dealership therefore initiated a refund process for the amount received from Motorite.

I submitted the required refund form on the 3rd of March and since then I have been sending emails requesting to be kept on the loop on what is happening. Despite this, I have now been told that the refund cannot be processed until the 17th because the person responsible for signing is currently on leave.

It is frustrating that I must wait for such a long time for a refund when the issue arose from an internal error on the dealership’s side. I would expect the matter to be treated with urgency and accountability.

I would appreciate assistance in ensuring that this refund is processed without any further unnecessary delays