Bad service from Cartrack

FORMAL COMPLAINT AGAINST CARRRACK

Subject: Disputed debit orders, inconsistent deductions and failure to resolve a formal account query

I hereby lodge a formal complaint regarding Catrec’s administration of my account and its failure to properly investigate and resolve my repeated queries concerning debit orders processed against my bank account.

My agreed monthly premium is R265, with the debit scheduled for the 20th of each month.

1. July arrears and agreed repayment arrangement

During July, I failed to pay my R265 monthly premium. I acknowledge that this July premium was legitimately outstanding and that Catrec was entitled to address the arrears.

Before the end of July, I was contacted by a Cartrack consultant, Sabelo. I acknowledged the missed payment and requested a payment link so that I could settle the outstanding amount directly. He declined to provide a payment link and instead advised me that Cartrack would process a double debit on my next scheduled debit date.

I understood this arrangement to mean that Catrec would deduct two payments of R265, totalling R530, on the next agreed debit date. No other amount, fee or alternative debit date was disclosed or agreed to me.

2. Disputed debit amounts and dates

Although I accept that the July premium was outstanding, the subsequent debit amounts and dates are disputed.

On 20 August, Cartrack deducted R324 from my account. I had not agreed to a monthly premium of R324, and Sabelo did not inform me that any additional amount or fee would be deducted.

Further debit orders were then processed as follows:

Date Amount 20 August R324 21 August R265 22 August R265 26 August R159 29 August R159

These deductions do not correspond with the arrangement communicated to me, namely two payments of R265 on the next scheduled debit date. In particular, I did not authorise Catrec to debit my account on 21, 22, 26 or 29 August, nor did I agree to the amounts of R324 or R159.

I subsequently reversed the R324 debit because Catrec had not provided an explanation for the amount or the basis on which it was deducted.

For the avoidance of doubt, my complaint does not dispute the existence of the July arrears. It disputes the manner in which Cartrack attempted to recover that amount, including the unexplained amounts, multiple deductions and debit dates that differed from the agreed arrangement.

3. Attempts to resolve the dispute

I subsequently received communication from Promise Sibiya advising that my account was in arrears.

I responded to her email, explained the debit-order dispute and provided screenshots showing the relevant transactions. Despite receiving this evidence, she did not provide a substantive response addressing the amounts, dates or authority for the deductions.

I was thereafter contacted by various Cartrack agents. However, none of these interactions resulted in a proper investigation or resolution of the debit-order dispute.

I was eventually provided with the contact details of Musa Nyati. I submitted the full query to him by email, together with screenshots and supporting evidence. Musa acknowledged receipt and advised that he would investigate the matter.

Despite this acknowledgement, I did not receive the promised feedback. After waiting a reasonable period, I sent a follow-up email requesting an update. I again received no response.

4. Continued arrears communication without resolving the dispute

Despite the outstanding dispute and the evidence already submitted, I subsequently received another email from Promise Sibiya stating that my account was in arrears.

I responded and explained that I had already submitted a formal query concerning the transactions on the account and that my previous emails had not been answered.

Shortly thereafter, Musa contacted me by telephone, several weeks after my original query and after my follow-up email had also gone unanswered.

Cartrack continued arrears communications, without first addressing the disputed debit amounts and dates, are unacceptable. The existence of legitimate July arrears does not entitle Catrec to avoid explaining subsequent deductions or to treat the entire account balance as undisputed.

5. Lack of internal record-keeping and accountability

There also appears to be a serious failure of internal communication and record-keeping between Cartrack representatives.

I have spoken to several agents regarding this matter. When I asked one agent what notes had been recorded on Cartrack system concerning my previous conversations, I was informed that there were no notes.

This is unacceptable. I should not be required to repeatedly explain the same dispute to different representatives while Cartrack continues to pursue me for arrears without investigating the underlying debit-order issue or assigning responsibility for resolving it.

6. Resolution requested

I request that the Ombudsman investigate whether Cartrack correctly administered the debit orders on my account and whether each deduction was properly authorised.

I request that Catrec be required to provide:

1. A complete transaction history of all debit orders processed against my account. 2. A clear reconciliation distinguishing the undisputed July arrears from all subsequent disputed amounts. 3. The basis and authority for the R324 debit. 4. The basis and authority for each R159 debit. 5. An explanation for the R265 debits processed on 21 and 22 August. 6. An explanation for debit orders being processed on dates other than my agreed debit date. 7. Confirmation of the debit-order instruction or mandate applicable to my account. 8. A clear calculation of the amount legitimately outstanding after accounting for the July arrears and all payments or deductions received. 9. Confirmation that any incorrect or unauthorised deductions will be reversed or refunded, where applicable. 10. A written response addressing the screenshots, bank transaction evidence and correspondence already submitted. 11. Confirmation that the account records have been corrected and that the dispute has been properly recorded on Catrec’s system. 12. Confirmation that further arrears collection activity will distinguish between the undisputed July arrears and the disputed debit amounts pending investigation.

I wish to make it clear that I am not refusing to pay the legitimate July arrears or any other amount properly supported by Catrec’s records and the applicable agreement. However, I do not accept liability for unexplained or unauthorised deductions, including deductions processed for amounts or on dates that I did not agree to.

Catrec has repeatedly been given an opportunity to investigate and resolve this matter but has failed to provide a substantive written explanation. I therefore request a formal investigation and a written outcome addressing each issue raised in this complaint.

I have retained the relevant emails, screenshots, bank transaction evidence and correspondence and can provide these in support of my complaint.