Extremely Poor Customer Service Experience – Request for Immediate Assistance

Dear Cartrack South Africa,

I am writing to express my deep dissatisfaction with the service I received on 17/10/2025 at 18:15 from one of your agents, Hope Siya.

I had previously spoken to several Cartrack agents who informed me that my contract matures in February 2025. However, during this call, Hope Siya told me that “the agent that was assisting you misled you.” This was extremely concerning, as it suggests either inaccurate information was given to me previously or that your internal systems are inconsistent.

I asked him to double-check and confirm the contract details, which he did, but when I requested to speak to a line manager for clarity, he told me that all managers were in a meeting at that time of the day. He said he would escalate the issue, but could not give me any turnaround time for when a manager would contact me.

This leaves me wondering: Is this the level of service we are expected to accept as paying customers? Being told that I was “misled” by previous agents, combined with the inability to speak to a manager or receive a timeframe for feedback, is completely unacceptable.

I request the following:

Immediate clarification regarding the correct maturity date of my contract.

A formal explanation as to why conflicting information was provided.

Contact from a manager or senior representative within a reasonable timeframe.

Confirmation of how Cartrack intends to prevent such service failures in future.

I look forward to a prompt and professional response.

Kind regards,