Cartrack is very unprofessional Angry Strong and Frustrated Tone

I have been a Cartrack customer since 2020, and I have never experienced such poor service and lack of accountability from a company until now. In August 2025, I contacted Cartrack to downgrade my package to one of their newer plans that costs R144 per month and includes more features than the R156 package I was paying for. The consultant told me I had to pay a R350 downgrade fee, which I agreed to pay via direct deposit. However, not long after that, two separate debits were processed — one for R409 and another for R350 — even though we had only agreed on the R350 payment.

When I queried this, I was given unclear and inconsistent explanations. Out of frustration, I decided to cancel because Cartrack clearly could not follow the agreement we had. I reversed the R350 debit but couldn’t reverse the R409. The consultant assured me that my refund for the R409 would be escalated and paid back within 14 days. I started following up about this refund on 8 September 2025, yet as of today, 17 October 2025 — 39 days later — I still have not received a cent, nor has anyone contacted me with a proper update.

To make matters worse, on 26 September 2025, Cartrack debited another R215 from my account. When I queried it, they claimed it was due to insufficient funds, which is completely false because my account had enough money and all my other debit orders went through on time. I even asked why they couldn’t simply offset my pending refund against my next premium, as any competent accounts department would do.

Later, a consultant told me my account would be credited with R59 to correct the issue. But in October, Cartrack still debited the full R156 again. When I requested a statement on 17 October, I was shocked to find that Cartrack had also raised another R59 invoice on 15 October, supposedly for an “unpaid debit order.” This makes absolutely no sense, because the same statement clearly shows that my October debit was successfully processed on that very same day.

When I contacted the accounts department for clarification, no one could explain what the R59 charge was for. Instead, they said the issue was escalated to the “legal/finance” department — a department that apparently never contacts customers and doesn’t even give feedback to Cartrack’s own staff. So how are customers supposed to get answers when even the company’s own employees can’t?

As of 17 October 2025, my account shows a zero balance, no credit, and no refund. I am still waiting for the R409 that was wrongly debited, after being promised a 14-day refund turnaround that has now dragged on for 39 days with no progress at all.

This entire experience has been exhausting and unacceptable. Cartrack’s communication between departments is clearly broken, their customer service lacks accountability, and their internal processes are a complete mess. I have been more than patient, but at this point, I simply want my refund processed and for Cartrack to take responsibility for the repeated errors and empty promises that have caused me nothing but frustration.