APPALLING, Unsatisfactory Service & Complaint Resolution

I am writing to express my profound dissatisfaction with the service I received following a vehicle accident on October 3, 2025.

Despite my device's functionality, which previously resulted in immediate contact following detected collisions, I received no notification, communication, or call from Cartrack when the incident occurred. This complete lack of response constitutes a failure to provide a core element of the subscribed service.

Upon contacting Cartrack on October 4, 2025, the consultant confirmed that an alert should have been triggered, and she successfully tested the device, validating its functionality. The subsequent proposal to dispatch a technical team to re-test the device was logically inconsistent with her own successful diagnostic and unnecessarily delayed the resolution process.

Given the failure of the service during a critical event, I formally requested a full refund dating from the device installation to the current date, as the essential collision monitoring service I pay for was not provided.

On October 4, 2025, I was informed that two separate tickets were logged: one for a technical investigation and one for my refund request.

Despite numerous follow-up emails and requests, including a notification of intent to escalate the matter to the relevant ombudsman, I have received zero acknowledgment or substantive communication regarding my complaint or refund request between October 4, 2025, and today, December 10, 2025.

Upon calling the company again today (December 10, 2025), I was dismayed to be advised that a new ticket would need to be logged for my existing request, suggesting a complete failure in your internal complaint logging and tracking system.

This level of neglect and the protracted failure to provide a resolution for a serious service lapse, especially for a loyal client since 2016, is unacceptable and appalling. I refuse to accept payment for a vital service that demonstrably failed to operate when most needed.

I seek an immediate and formal response addressing the following: 1. Confirmation of the status of the requested full refund. 2. A detailed explanation for the communication failure on October 3, 2025. 3. The proposed resolution and timeline for this long-standing complaint.

To the public: In the event that Cartrack continues to fail to acknowledge or resolve this critical service issue, I am seeking advice regarding the appropriate external escalation channels. I would appreciate information on the relevant regulatory body, ombudsman, or consumer protection agency that handles unresolved complaints within this industry. Please direct any guidance regarding the formal escalation process to my email address: ***.