Cancelation

Cartrack – No Consideration Given After My Vehicle Was Written Off

I am extremely disappointed with the way Cartrack has handled my situation after my vehicle was written off in an accident on 4 August 2026.

I contacted Cartrack to explain that my vehicle had been written off and that I no longer have a vehicle. I am already dealing with the financial consequences of the accident and am currently relying on alternative and more expensive transportation.

Despite explaining my circumstances, I was advised that I have the option to cancel my contract, but this would cost approximately R2,500, or I can pay R870 to have the tracking device removed and installed into another vehicle. The problem is that I currently do not have another vehicle.

I was also informed that I would still be required to pay the monthly subscription fee even if the tracking unit is not installed in any vehicle. I find this extremely unreasonable, as I would effectively be paying for a tracking service that I am not able to use because I no longer have a vehicle.

I then submitted a formal complaint asking Cartrack to reconsider the cancellation fee and take my circumstances into consideration, particularly because I have been a Cartrack customer for approximately 18 months and the loss of my vehicle was completely outside of my control.

Unfortunately, the response I received did not address my concerns. I was simply told that I could pay the required amount, or make payment arrangements with the accounts department.

I was also informed that if I eventually need to reapply for Cartrack when I have another vehicle, I will have to pay a R59 re-application fee. This means that I could potentially face several additional costs simply because my vehicle was written off through an accident that was outside of my control.

This is extremely disappointing. I was not asking Cartrack to ignore its terms and conditions. I was asking for my circumstances to be reviewed and for some reasonable consideration to be given to a customer who has lost her vehicle through an accident and is no longer in possession of a vehicle to use the service on.

Being offered a payment arrangement does not solve the problem. It simply means I would still be financially responsible for a cancellation fee of approximately R2,500 relating to a vehicle that has been written off, or I would have to pay R870 to remove the device when I have no other vehicle to install it into.

At the same time, I have been told that I must continue paying the monthly subscription even though there is no tracking unit installed in a vehicle and therefore no vehicle for Cartrack to track.

Then, when I am eventually in a position to obtain another vehicle and need the service again, I would also have to pay a R59 re-application fee.

I have been a paying customer for approximately 18 months, and I expected better customer service and consideration in a situation like this.

I am asking Cartrack to properly review my complaint at management level and reconsider the cancellation fee given my circumstances. I would also like a clear explanation as to why I am expected to continue paying a monthly subscription when I do not have a vehicle or tracking unit in use.

I hope Cartrack will reconsider its approach and treat this matter fairly rather than simply referring me back to payment options.

Cartrack, I am asking for a reasonable solution, not simply another payment arrangement.