Car track service

I am writing to formally lodge a complaint regarding the ongoing mismanagement of my Cartrack account, unauthorized debits, harassment by your accounts department, and failure by your management team to resolve an escalated issue.

I have been a Cartrack client since 2018. After my previous vehicle was written off, I remained loyal to Cartrack and continued the service with my new vehicle.

1. Request to Pause Service – Refused After Being Told It Could Be Done

Earlier this year, my vehicle was standing unused for approximately four months. I contacted Cartrack to request a temporary pause on my service.

The agent initially told me he would assist.

After placing me on hold, he returned and said he could not pause the service.

This was misleading and frustrating. Due to this, I instructed the agent to cancel the account entirely. However, the account was not cancelled, and fees continued to accumulate.

2. Harassing Calls From Accounts Department

Your accounts department then began calling me every single day, including calls as early as 06:45 AM, which constitutes harassment.

3. Payment Arrangement Ignored & Unauthorized Debits

I made an arrangement with Cartrack to:

Debit the usual R200 monthly fee, plus

An additional R200 for 3 months to settle arrears.

Cartrack did not follow this agreement.

Instead:

In September, Cartrack debited R200.

10 days later, Cartrack entered my account again and debited an additional R320— without my consent, without agreement, and on a date I did not authorize.

When I called to query this, I was told that Cartrack “does not do refunds,” which is unacceptable given the debit was unauthorized.

4. Complaint to Management – No Follow-Up

I escalated the matter and spoke to a manager/team leader in your client services department.

He confirmed:

My complaint would be escalated.

The R340 wrongly billed to me would be nullified, as the issue was caused by Cartrack’s mistakes.

Since then, I have received no feedback, no resolution, and no call-back— only continued harassment over the outstanding amount that your manager already acknowledged should be written off.

5. Poor Service, Dropped Calls & False Notes

When speaking to agents:

Calls are frequently dropped.

Agents often fail to capture accurate notes, or record incorrect information.

One consultant cannot see what the previous consultant did.

There is no accountability, and no willingness to assist.

Managers are continuously “in meetings” and never return calls.

6. Unjust Threats & Blacklisting

I am now receiving blacklisting letters, despite the matter being under dispute and despite Cartrack previously agreeing that these charges should be nullified.

This is not only damaging to my name— it is unfair, ********, and contradicts the promises made by your management.