Great Service

***PLEASE READ***

Seems I can't review this company twice. I decided to start with the good one. Now, for the bad one.
Car track has loaded another person's details on my account back in January. Since I don't keep track of this account, I only noticed in June. I reported the matter of double debits on 4 June and then emailed the requested documents, explaining that my account has been double debited and that I needed the money refunded to me. Thapelo Tshilwa picked up my query and simply rep**** that my account was not in credit! This gave me the impression that she had not read my email at all. I then receive a call from her after I rep**** to her email again explaining the problem. In her call to me, she insinuates that I have given my banking details to somebody else. This was not the case, and if it was, I would not have requested a refund from Car Track.
Thapelo then says she will look into the matter and call me back. It's nearly a month now, I have not received a call back or an email from this woman. I called a week later to follow up with her, the gentleman who picked up said "she's not sitting far" from him and will transfer me. The call drops 3 times. Eventually on the 4th try, suddenly Thapelo is working from home! Anyway, this is where Sthembiso came in to assist and gave me the information Thapelo had promised to call me back with. And he did so without an accusatory tone that I had received from Thapelo on both occasions that I had spoken to her. Sthembiso was also the one who removed this other person's name from my profile so that I wouldn't be debited for a 7th time for somebody else's unit, while Thapelo sat on her hands waiting for the other person to come forward.

It was bad enough that Car Track had messed up but it was made worse by Thapelo's horrible service, lack of follow through and under handed accusations. I should also mention, that nobody has apologized for this mess up.

Sthembiso also initiated the refund process. I called 2 weeks later, 26 June, to follow up on the refund and was told that it was processed, however, refunds are only paid out on Tuesdays and that I would receive it on 29 June 2021. Nothing. I called again today, 6 July 2021, and this time, no one knows why there is a delay in reimbursing me! It's absolutely absurd. Accounts transfers me to Client Services, who knows nothing about accounts and then puts me on hold to consult with Accounts.

Accounts is now going to "investigate" the delay and call me back. I will come back here and update this. As things stand, I really just want to cancel my subscription with Car Track.

To date, nobody has even explained how this has happened and I really would like to know how this happened. I asked, but Sthembiso was not able to tell me. But, somebody needs to go back to the January records and look into who loaded this other person on my account.

Also, let this be a lesson. If additional people, especially when they do not share a surname or address, are added onto the same bank account - it should be verified with the account holder.