Cartrack couldn't track a Jozi hadeda squawking in its ear, let alone get one's name and account right.

Cartrack: A company that claims to offer "World-class safety and security: Keep yourself, your loved ones and your car safe". Given this lofty claim, wouldn't you like to think that Cartrack could get your name correct and enter your account details correctly, so that your first month's subscription doesn't bounce? We certainly did. How wrong could we be. A few weeks ago, we became the proud owners of a brand new Suzuki Fronx, from Suzuki Bruma, complete with a Cartrack device, highly recommended to us by Suzuki Bruma. We correctly completed the many forms required, including our correct name and correct banking account details for the monthly debit order. Cartrack, however, managed to not only get our name wrong, but used someone's account details from 2012 (that's right, folks, 12 years ago) from a bank with whom we have NEVER held an account. So, of course, come the first of the next month and..... the debit order bounces. And so start the dozens of pestering phone calls and SMSs from Cartrack to pay the bounced monthly subscription of R189.00 - all addressed to an incorrect name. Eventually, we get to the source of the problem. Cartrack has managed to load incorrect account details for us at a bank we have never used before. I inform the ONLY helpful person at Cartrack (Sinazo Mralaza - she should be promoted to executive management) that we will pay the outstanding amount once we know for sure that the debit order details have been corrected, ie after the first day of next month. Nevertheless, Cartrack, in its great wisdom, decides to suspend its services - on the back of the mess that Cartrack, seemingly entirely on its own, managed to create - and for a whole R189.00. Wow! So back on the phone to the helpful person, who patiently listens to us and assures us that all is sorted and the services have been reinstated. Only to get an invoice from Cartrack for the bounced debit order PLUS a cancellation fee - charged for a mess that Cartrack made on its very own self. So in desperation we pay the bounced debit order amount, and the helpful person sends the POP onto accounts and assures us that all is in order and our services are reinstated. Only to get another email overnight for a cancellation fee (for the mess that Cartrack created) to say that our services are suspended. Back on the phone to the helpful person, who goes off to her manager, who unhelpfully advises us that these are "bulk automated" emails. The unhelpful manager doesn't seem to get that whether they are "bulk automated" or individually sent, these emails are communication from Cartrack. So, being risk-averse people, we don't risk using a vehicle (that cost a whole lot of money) whose tracking service has been suspended. Our beautiful new Suzuki Fronx therefore sits unused in our garage. (Once again, a bouquet to the ONLY helpful person so far at Cartrack, Sinazo Mralaza.) Cartrack can't get one's name right, and enter one's bank account details correctly. What hope does one have that it could recover one's vehicle? Or one's self if one were unlucky enough to be hijacked? Might we discover that it entered the make of vehicle incorrectly? Or the colour? Or the registration number? Or anything else pertinent to the recovery of a vehicle? Given our experience hitherto of Cartrack, we have absolutely no confidence that it could do so. Cartrack seemingly couldn't track a Jozi haheda squawking in its ears. However, it appears to be very good at listening to the parrot shouting, "Get their name wrong... Get their name wrong... Get their....." etc. Or the parrot's mate shouting "Get their bank details wrong..... Get their bank details wrong.... Get their....." etc. There comments are made with some degree of levity, obviously. But they are deadly serious. What is not in the least bit funny is that because of Cartrack's comprehensive inefficiency by seemingly inventing an account with a bank with whom we have NEVER had an account, and repeatedly getting our name wrong, we have now been deprived of the use of our vehicle which, as I write this, sits in our garage for we are too nervous to use it for fear that, in our absence, Cartrack again, in its cavalier and bullying manner, decides our services are suspended. Ignore the bulk automated emails, they say. How will that argument stand up in a court of law, will Cartrack please explain, in the event we did so - but the bulk automated emails still sits on our record and we get hijacked, or, worse, killed? Cartrack, you need to get real and at the very least communicate with us from an executive level in a way that is convincing and not contradicted by a bulk email overnight. Getting a reassurance from Sinazo is great - but then on the same day, this gets contradicted, on your letterhead, by people who don't even bother to reply to you when you attempt to sort it out (Note: Applies to Ms Bronwyn Ehlers and Mr Njabulo Mazibuko) - or perhaps their non-replies fulfils one of Cartrack's unpublished apparent values of being uncommunicative and rude to clients? Frankly, we now sit in a hopeless situation, created ENTIRELY by Cartrack. No doubt they will ignore this post as well, because that has been our experience so far. So, while we are happy with the Suzuki Fronx (not that we can drive it, thanks to Cartrack), if we ever can drive it again, we will continue to wonder how the Suzuki brand can live with a situation in which it recommends a car tracking vendor who treats its customers in this way. PS. Grant Thornton, you are another one whose call has not yet been received, in spite of the promise made to me by Poppy Radjoo at Suzuki Bruma.