Cancellation Ignored for Months, Refund Refused Despite Proof

In February 2025, I sold my old vehicle and emailed Cartrack to cancel my tracking service. I used the email address that was provided to me by one of their own employees — the same thread that was used to arrange a new installation for my new vehicle. Cartrack acted on that email when it came to taking on new business — but completely ignored the part about cancelling the old service.

I only discovered months later that the old vehicle’s service was never cancelled and I had been billed all this time. As soon as I raised the issue and shared the original February email as proof, Cartrack immediately cancelled the service — which clearly shows they received and acknowledged my communication.

However, when I requested a refund, they suddenly claimed the cancellation “didn’t count” because the email didn’t go to an official @cartrack address — even though a Cartrack staff member provided it, and a response from an official @cartrack address exists in that very same thread.

I’ve since been sent from pillar to post, asked to explain myself repeatedly, and even after escalating the matter via social media (at their request), no one has taken real responsibility. I was told the refund had been escalated internally, but I haven’t received any follow-up — only silence.

This is not a case of a customer failing to follow procedure. This is a case of a company refusing to take accountability for its own internal communication failure — and now hiding behind policy to avoid refunding money that should never have been charged.

I’ve given Cartrack every chance to resolve this. If nothing changes, I will take this further with the National Consumer Commission.