Harassment for payment with no proper support or communication

I want to start by being clear and fair: yes, my account is in arrears and I fully acknowledge that payment is due.

What is completely unacceptable, however, is the way Cartrack is handling this situation. For weeks I have been asking for a simple itemised invoice so I can clearly understand the charges on my account. Instead of receiving assistance, I am being continuously contacted and pressured about when payment will be made, without anyone actually addressing my request.

I have also used their WhatsApp communication channel in an attempt to keep everything clear and documented. Unfortunately, my questions are either ignored or answered with generic responses that do not relate to what I have asked. The same applies when communicating over the phone.

Today, which is a public holiday (Workers’ Day), I sent a message at 11:35 explaining that together with the missed payments there have been ongoing service issues from the very beginning of my contract, and that I was considering settling up to last month before potentially moving to another provider. The only response I received at 12:43 was a standard message stating that my account is in arrears and asking when they can debit the account. There was no acknowledgement of what I had written and no attempt to engage with my concerns. This type of response, in my experience, is unfortunately normal for Cartrack.

The service issues started from day one. On the day of installation, the technician sent did not understand the device or how it operated. When I asked questions, he told me that he had been informed he did not need to know that information. I raised this concern and was told that someone from customer service would contact me to address the issue. Months later, I am still waiting for that call.

In the meantime, I am expected to pay for a service that has been problematic from the start, while dealing with constant calls and pressure. It is extremely frustrating to deal with a company that is efficient when it comes to chasing payments, yet unable to respond to basic questions or provide proper support.

At this point, I am seriously considering settling what I believe is due and moving to a more reliable tracking company. I am willing to resolve the matter, but I expect proper communication, a clear itemised invoice as i requested in several occassion, and a more respectful approach in how this is handled.

The current experience feels less like customer service and more like ongoing harassment.