Bad service

I would like to formally raise my dissatisfaction regarding the handling of my CARTRACK account and the ongoing issue with debits from my bank account.

The last time I had cover with CARTRACK was approximately three years ago. I recently purchased another vehicle, but I never signed any agreement or authorised a new contract with CARTRACK. Despite this, I started receiving SMS messages requesting payment, and to my surprise, money was debited from my account without my consent.

I requested cancellation of the cover on 08 April 2026. At no point during the cancellation process was I informed about any pro-rata cancellation fee. I then waited for the stated 21-day cancellation process, and I understood that the cover would officially be cancelled on 07 May 2026.

On 20 May 2026, I sent an email simply requesting confirmation that the cover had indeed been cancelled. I then received a call from one of your agents confirming that the cover was cancelled. Again, no mention was made of any pro-rata cancellation amount owing.

To my surprise, I later received another call from a CARTRACK agent informing me that I now needed to pay R90+- for a cancellation pro-rata fee. I then sent an email requesting clarity regarding this amount.

Thereafter, a lady named Deneo contacted me and clearly stated that no money would be deducted from my account. However, only two minutes later, another agent named Denovan called me and insisted that I must pay the money. His attitude during the call was extremely rude and unprofessional, and I strongly believe he requires customer service training.

I do not understand why CARTRACK believes it can debit money from customers’ accounts at any time without proper communication, consent, or clear explanation. We all work hard for our money, and this treatment is unacceptable.