FINAL DEMAND: ACCOUNT HANDED OVER FOR LEGAL RECOVERY//CARTRACK(PTY)LTD

1. Background

In 2023, I contacted Cartrack to request cancellation of my service because I was experiencing financial difficulties. At that time, I understood that I owed approximately R7,000.

I did not simply ignore the account or refuse to engage with Cartrack. I actively tried to resolve the matter and contacted Cartrack because I wanted to cancel the service and deal with the outstanding amount.

I also personally went to the Cartrack Head Office and spoke to a manager. I explained my financial circumstances and requested assistance with cancelling the service and resolving the account.

The manager took my contact details and informed me that she would consult with other managers regarding my situation and contact me with a way forward.

At that time, I was also experiencing difficulty accessing the Cartrack application, which made it difficult for me to monitor my account and understand the status of the service and charges.

2. R5,000 payment and settlement representation

After my visit to the Cartrack Head Office, I subsequently received a telephone call from Cartrack.

During that communication, I was informed that I could receive a discount and that if I paid R5,000, I would no longer owe Cartrack anything.

Based on this representation, I made the R5,000 payment in good faith.

My understanding was that the R5,000 payment was being made in settlement of the outstanding amount and that, after making the payment, the account would be resolved and I would no longer owe Cartrack.

However, after making the payment, I was informed that I was apparently required to pay the R5,000 as well as my current monthly instalment because Cartrack could not close the account due to the amount allegedly owing.

This was contrary to my understanding of the arrangement communicated to me before I made the payment.

3. Numerous attempts to resolve the matter

Following the R5,000 payment, I made numerous attempts to explain the situation to different Cartrack consultants.

I explained that:

I had requested cancellation of the service; I had personally visited the Cartrack Head Office; I had spoken to a manager; I had been contacted by Cartrack regarding a discounted settlement; I had paid the R5,000 requested by Cartrack; and I understood that the payment would settle the outstanding amount.

Despite these repeated attempts, I was unable to obtain a satisfactory resolution.

I received different explanations from different consultants, and the matter was never properly resolved.

Eventually, after repeatedly trying to resolve the issue without success, I stopped pursuing the matter.

4. Continued claims that I owe Cartrack money

Despite the above circumstances, Cartrack has continued to send me correspondence alleging that I owe money.

The amount being claimed has also increased over time.

I dispute the current amount being claimed because I do not believe that Cartrack has properly accounted for:

My original request to cancel the service; My visit to the Cartrack Head Office; The discussions with the Cartrack manager; The subsequent settlement/payment arrangement communicated to me; My R5,000 payment; My repeated attempts to resolve the account; and The charges that continued to accumulate after I believed the account had been resolved.

I am therefore requesting that the National Consumer Commission assist in determining whether the amount currently being claimed by Cartrack is valid and properly calculated.

5. Referral to legal/collection services

I have also received correspondence indicating that the matter has been referred for legal or debt-collection purposes.

I am concerned that the matter has progressed to this stage despite my previous attempts to resolve the account directly with Cartrack and despite the fact that I made the R5,000 payment based on information provided to me by Cartrack.

I believe that the circumstances surrounding the cancellation request and the R5,000 payment should be investigated before I am held responsible for the amount currently being claimed.

6. Possible incorrect disclosure of personal information

A further serious concern arose on 7 October 2026, when I received correspondence relating to my Cartrack account.

The correspondence contained my Cartrack account number, but the email was addressed to another person.

This has raised serious concerns for me regarding the accuracy and handling of my personal and account information.

I am concerned that:

My account information may have been associated with another person's details; My personal information may have been disclosed to an unrelated person; Cartrack's records may contain inaccurate information; and Another person's information may potentially have been associated with my account.

I request that this aspect of my complaint also be investigated and that Cartrack be required to explain how this occurred.

"Dear SONTO ANNA RADEBE,

Our records show that your account is in arrears in the amount of R63059, despite previous demands and the payment arrangement offered to you.

Your account has been handed over for legal recovery. Summons have been issued and are currently with the Sheriff for service.

This is a final demand for payment. You are required to pay the outstanding balance in full immediately and contact us without delay to confirm payment. If payment has already been made, please send us proof of payment so we can update our records.

Payment should be made to: Bank: FNB Account name: Cartrack (Pty) Ltd"

If payment is not received, the legal process may continue, subject to applicable procedures. This may result in further legal costs and other consequences permitted by law.

Please treat this matter as urgent.

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