MY Cartracker unfair and wrong treatment of their client

I HAD a car accident on the 20th of April around 10:25. my car tracker did not pick up the impact. People around came and assisted with calling the ambulance, around that time I pressed the emergency button, still no response from Cartracker.

it is disappoint that I had to call and follow up and not to be updated to what is happening.

The ambulance arrived did the basic checkup. the tow truck driver from ( Porky towing), asked if I have insurance, I told him I am contracted with Cartracker. at that time I could not locate my phone, so the guy from Porky towing called Fam which is a company contacted with Cartracker.

I got through to an agent from Cartracker, who I advised that I am in an ambulance and might move from the scene, so the agent from Cartracker asked that I provide a number from which they can get me if I happen to move, I gave him the IPSS paramedic's number.

An agent from Fam, contracted to Cartracker, called me from the paramedic's phone asked me to confirm my phone number and ID number, their SOP when assisting the client. The agent from Fam confirmed my location and asked if there are any towing truck, I said yes. he asked if the guy that was helping me is on their database, I advised that I do not know but the guy said they are in their database.

The agent from FAM representing cartracker assured me that everything was sorted, all he needs to do is send an authorization code to me and the service provider. at this time I was already in an ambulance on my way to the hospital. I had left my neighbor to guild the car and belongings and to also direct an approved tow truck which will tow the car to my desired location.

The agent called their service provider who happens to be the same person who was assisting me, to tell him he is going to send the authorization code. The authorization code was not sent for a long time until the my tracker service provider took my car to their storehouse, which I was not aware. ( i got this information from a conference call I had with Cartracker, porky tow, Fam and myself).

when I got discharged from the hospital I was told by my brother that the car is not home but at Porky's towing storehouse. I was confused, as I had communicated with Cartracker as to where I would like my car to go to ,and provided a person who is going to give directions to that location my house.

on the 21th of April morning I contacted Cartracker to find out what transpired. the Cartracker agent was also confused as the call was received and escalated by Cartracker, via WhatsApp which is their SOP. a conference called was conducted between Cartracker, Porky towing and myself. on that call it was established that the agent from FAM said he will send the authorization code to me and the service provider which he did not.

my Grievance is, Fam said Porky towing (their service provider) towed my car without the authorization code, they did not follow their internal protocol and so Cartracker will not pay for the tow and recovery.

Porky towing said they towed the car because Fam agent contracted by Cartracker said they will send the code shortly. it was a dangerous location and that they will do the paper work at their storehouse, as they had been contracted by cartracker(fam agent) that they are the one towing the car they will send the code shortly.

the conference call was ended and Cartracker said they will call back to after 5 minutes. I had to call 2 hours later, call both fam and Cartracker for a follow up. I was told a contradiction stories, Fam saying Cartracker is saying they will not pay, Cartracker also saying FAM will not pay because by the time they called their service provider the car was already towed.

on 22 April I called again for a follow up, i Spoke with phumzile. she was new to the case, she read notes which was false to what happened, she called FAM to ascertain what has transpired. Fam also had their own version of the incident. i explained what happened.

Phumzile got tired of my questions and said we are going back and forth, but she has clearly stated that cartracker will not pay for the towing that was done on 20/04/2023. i asked that even if I as the client followed the SOP from the client and cartracker point, but the SOP was not followed by their Service provide and an agent from FAM which is their internal contractor.

why am I paying for an internal issue, I as a client followed my obligation as a customer, I dotted all the Is and crossed all the Ts. I even went overboard when the impact alert did not work and the emergency button on my phone did not work, I made means to get through to Cartracker. I was assured by their agent that I have done everything now what is left is for them to send the authorization code to me and to the service provider. why am I paying when I followed the SOP. Fam agent contacted their service provider (porky towing) and also promised to send them the code but did not. later on they call and say the car was towed without authorization. my Car was held in hostage by Cartracker's service provider because Cartracker did not pay them, I also had to pay for storage.

why am I paying Cartrackers service provider because of their internal dispute while I followed all the required and necessary steps and checked all the boxes and went overboard