Cartrack: A Company with a Split Personality

It was easy to buy and install a Cartrack device in my new vehicle. Their mobile app is excellent, and the product feels premium. However, when I sold my vehicle and attempted to cancel my monthly subscription, the company's true inefficiencies became apparent. Keep in mind that Cartrack has been publishing editorial articles on MyBroadband, giving us South Africans great insight into how well the company and its founding members are doing financially.

My journey thus far:

I called the call centre to request the cancellation of my contract. I was asked for the reasons why. As I had sold the vehicle, they first wanted me to try and recover the tracking device. Then I was asked if they could contact the new vehicle owner, etc. As I was cancelling my contract before the expiration date, I was told I had a balance to pay. The payment arrangement was super easy—just agree telephonically that a certain amount can be taken from your account. This is all done using the DebiCheck system with the bank. Two days after my cancellation call, the money left my account. After paying to terminate my contract and settling the remaining balance so that Cartrack and I could complete our amicable separation, one would have thought that both parties would part happily, each going their own direction. But no, they had other plans.

I received my first call from the accounts department approximately five days after my contract termination request. The call went something like this: "Hello, can I speak to Mr X?" To which I rep****, "Yes, speaking. Which company are you calling from and how can I help you?" The agent said he was calling from the Cartrack accounts department and wanted me to make payment arrangements as my account was in arrears. Before I could say anything, the agent said, "Sorry sir, I see that payment has been made. Sorry for bothering you, have a good day further." My wife, who was sitting next to me, could hear the conversation as I was driving and the call was on hands-free via the internal audio. We both cracked up laughing. My first comment to her was how about they first check their billing systems before calling clients chasing for money. It was the first time ever that I heard of such a silly process.

On day six, at 7 AM, I received another call: "Hello, can I speak to Mr X?" To which I rep****, "Yes, speaking. Which company are you calling from and how can I help you?" The agent said he was calling from the Cartrack accounts department and wanted me to make payment arrangements. Calls are recorded for monitoring, blah blah blah. The agent wanted me to confirm my ID number and address, and I simply lost it. Cartrack simply would not leave me alone. So be informed: "Buyer beware." They are like an obsessed partner that won't leave you alone after you break up with them.