Lack of Transparency in Vehicle Finance Process

Dear [Manager’s/Customer Care Name],

I am writing to formally lodge a complaint regarding the vehicle finance process I recently experienced at your dealership. As a first-time car buyer, I placed my full trust in your finance department to guide me with honesty and transparency. Unfortunately, I feel I was misled and not afforded the fair, professional service expected from a reputable brand such as Hyundai.

On the day of signing, I was told to initial every page and sign the contract without any explanation of the terms. At no point were the contents of the contract explained to me. I have both a video recording and an eyewitness who can confirm that nothing was discussed or clarified during this process.

Key issues include:

I was never provided with an invoice detailing the full costs of the car. I had to request a copy of the contract myself, which should have been given upfront.

I was told that safety film was compulsory, although I later discovered this was not optional and was added without my informed consent.

I was misled into believing that the vehicle automatically came with a tracker and that I had no option to select a company of my choice.

I was not informed about delivery fees or other associated costs, which could have influenced my decision to purchase from another dealership.

When I later approached the finance department for clarity and answers, I was told that they could not account for what happened during the signing process. I was also assured that I would receive a call back, but to this day I have not been contacted.

I must emphasize that I am deeply disappointed by this entire experience. These actions not only fall short of Hyundai’s stated commitment to prioritizing customer needs and fostering a transparent, customer-driven culture, but they also appear to be in direct violation of the Consumer Protection Act, 2008 (Act No. 68 of 2008), which requires suppliers to act honestly, provide full disclosure of material information, and refrain from misleading or deceptive conduct. The failure to explain the contract, disclose costs upfront, and provide invoices upon request directly undermines my consumer rights under this legislation.

I request the following:

A detailed, itemized invoice of all costs that were added to my contract.

An explanation as to why compulsory costs (such as safety film and tracker) were presented as non-optional.

A review of my contract and correction/removal of any unfairly added costs, with reimbur*****t where applicable.

Written assurance that corrective steps will be taken to ensure no other first-time buyers are subjected to the same treatment.

I am also aware that there is a 15 to 30 day window period which allows me to terminate my contract should I not be satisfied. If this matter is not resolved urgently and fairly, I will have no choice but to exercise this right and proceed with contract termination.

I trust that Hyundai will treat this complaint with the seriousness it deserves. If I do not receive a satisfactory response, I will escalate this matter further with the Motor Industry Ombudsman of South Africa (MIOSA) and other relevant consumer protection bodies.

I look forward to your prompt response.

Sincerely, Nikilitha Mbambo 072 040 2409