Delayed refund and poor query resolution from accounts

I am writing to express my frustration with the service I have received from Cartrack regarding a refund that is long overdue.

On 28 February 2026, I requested a statement on my account and noted that my account was in credit. I then requested that this amount be refunded and asked what was required from me to process it.

I followed up on 12 March, 13 March, and again on 19 March, yet to date, I have still not received my refund.

Today marks the 14th working day since the initial request, and the refund has still not been processed into my bank account.

I was contacted by customer service, and although the matter was escalated to a team leader, the call did not lead to any resolution. I was simply advised that the refund ticket is still open — which is concerning given that the turnaround time has already lapsed.

This raises serious concerns about how the accounts department processes refunds and whether there are effective SOPs in place.

I have previously been satisfied with the Road Vision package, but this experience has left a very bad impression. The lack of urgency, communication, and resolution is not what I had hoped for.