Extremely Poor Service – Paying for a Service We Are Not Receiving

I am extremely disappointed with the level of service I have received from Cartrack. Quite frankly, it has been an incredibly frustrating experience dealing with multiple departments and staff members, with no clear resolution to a problem that should be relatively straightforward to resolve.

We have been paying for this service for years, yet when I tried to check our vehicle on the Cartrack website today, the vehicle does not even appear on the system. This was also confirmed by Thato in Customer Care.

I also wanted an explanation regarding the vehicle's battery being disconnected on more than one occasion. If Cartrack is monitoring the vehicle and an unusual event such as this occurs, why were we not contacted by telephone, WhatsApp or any other means to establish whether there was a problem with the vehicle?

I was then transferred to Josephine in the Control Room, who informed me that the alerts on the vehicle had been disabled. When I asked why they had been disabled and who had disabled them, I was told that the system does not show this information.

Josephine then apparently activated the alerts and advised me that she could now see the vehicle. This raises an obvious question: Why was this not identified and resolved when I contacted Cartrack previously?

I was told last week that the vehicle would be reset and that everything should then work correctly. Clearly, that did not resolve the problem, as we are still unable to see the vehicle's position on the website.

I requested to speak to a manager. I was advised that Michelle, the Control Room Manager, was not available. What was particularly frustrating was that Josephine could not even take down my contact details and ask Michelle to call me back.

During this process today, I dealt with Tharisa, Thato, Josephine, Basetsana and Silas. Unfortunately, the experience was consistently frustrating. Basetsana transferred my call before I had even finished explaining the problem, while Silas's manner was extremely unhelpful and came across as dismissive.

At this point, my concern is very simple:

We are paying for a service, but we are not receiving the service we are paying for.

I am therefore requesting that a senior manager from Cartrack contact me urgently, investigate what has happened with our vehicle and our account, explain why the vehicle is not correctly reflected on the system, establish why the alerts were disabled, and ensure that the service we have been paying for is actually operational.

I would also like Cartrack to review the customer service experience I received today. Having to speak to several different people without receiving a clear answer or resolution is simply unacceptable.

We have been paying customers for years. We expect the basic service we are paying for, as well as competent and professional assistance when something goes wrong.

At this stage, I cannot recommend Cartrack based on this experience.