I experienced bad services from this company, I would not recommend it to anyone

I had a very bad experience with Cartrack, despite paying R219 every month for their services. On 12 October, I was involved in an accident at around 20:00 in the middle of nowhere. I pressed the panic button after realising that the crash detector did not send any alert to the company. No one called me or responded at all.

I then decided to call First-Help to tow my car. When I arrived home and checked the location of my car on the Cartrack app, I was shocked to see that it showed my vehicle as being at my residential address.

The next morning, I called Cartrack to ask for the location of my car, and they confirmed that according to their system, my car was at my residential address. Multiple customer service agents referred me to the control room, and even the control room staff insisted the car was at my home.

That is when I discovered that they were tracking my phone instead of my car. I was referred to a supervisor named Thapelo from the control room, but unfortunately I still did not receive any assistance.

I was later told there had been a mistake when activating the unit in my car, and only then did they “resolve” the issue. I also raised a concern that my car had already been declared a write-off, stripped during assessment, and the battery had been removed — yet Cartrack never reached out to check what was happening.

I have repeatedly asked them to cancel the premium because I received poor service and did not benefit from them at all. They are now telling me that I must pay close to R3,000 to cancel, or R890 if I purchase a new car. I do not understand this, because they failed to assist me when I needed them the most.

At this point, I am prepared to report them to the Motor Industry Ombudsman, as I feel I am being treated unfairly and money is still being deducted from my account. I would not recommend this company to anyone, because they do not care about their customers.

I want the premium to be cancelled mutually and without any fees, considering the inconvenience, risk, and stress I went through. If this matter is not resolved fairly, I will escalate it to the Ombudsman so that they can take appropriate action, since Cartrack is not willing to take accountability.