Complaint About Service Experience with Cartrack

Dear Hello Peter,

I am writing to express my deep dissatisfaction with the service I have received from Cartrack regarding a car theft incident that occurred in 2022. Despite Cartrack's failure to recover my ****** vehicle, I have encountered numerous issues with their billing and customer service that I hope can be resolved with your assistance.

My car was ****** in 2022, and Cartrack failed to recover it. I was assured that my account would be placed on zero billing until the car was found. However, in 2023, I noticed that Cartrack was still debiting my account for the service. I stopped the debit orders and contacted Cartrack to understand why they continued to charge me. Unfortunately, I did not get the name of the rude lady I spoke to, but she insisted that I had a contract with Cartrack and must honor it, even though my car was ****** and the insurance had paid me for it. The car's registration papers had been handed over to the insurance company, meaning the car no longer belonged to me.

Despite explaining this situation, I was threatened with blacklisting if I did not continue paying for a service that was no longer applicable. Since then, I have been bombarded with calls from different agents demanding payment. I have repeatedly explained that my contract with Cartrack was for a tracking service, which is no longer in effect since they cannot even locate the tracking device or the car.

I proposed a solution to transfer the tracking service to another car I own that does not have a tracker. Despite my willingness to meet Cartrack halfway, I have been transferred from one department to another with no resolution. I recently spoke to a lady named Simphiwe Lunga, who, despite being outside her department's remit, has shown exceptional customer service by following up on my issue diligently. However, my problem remains unresolved.

I am now seeking assistance to resolve this matter once and for all. Cartrack continues to demand payment for a service they are not providing. I am willing to continue with their service if it can be transferred to my other vehicle. Still, I refuse to pay for a non-existent service on a car that they failed to recover.

I would like to commend Simphiwe Lunga for her efforts and dedication. She has gone above and beyond her duties to assist me, even though my issue is outside her department. Cartrack should recognize her outstanding customer service.

If anyone can help me resolve this issue, please respond. I am at my wits' end and desperately need a resolution.

Sincerely,

Sthembiso Sabela