My Personal Experience with Cartrack – A Word of Caution

Item: Cartrack
Rating: 1
Author: Refiloe N

I’m sharing this to raise awareness based on my own experience.

I’ve been a Cartrack client since 2018 and always ensured my payments were up to date. Recently, after going through a very traumatic armed ******* at my home, I needed Cartrack’s support more than ever.

Unfortunately, my claim was declined on the basis that a debit order allegedly failed due to insufficient funds. This came as a shock, as my bank statement clearly shows the debit was successfully processed. Despite submitting proof and trying to resolve the matter directly, I continued to receive responses that did not align with the evidence provided.

What has been most disappointing is not only the inconsistencies in their statements, but the lack of empathy and accountability during an extremely distressing time. As a paying customer, I expected professionalism, fairness, and support — especially when proof was provided.

The matter has now been escalated to the Motor Industry Ombudsman of South Africa (MIOSA) for independent review.

I’m sharing this so others can: * Keep all payment records and statements * Question decisions that don’t match the facts * Know their rights as consumers

This is my personal experience and opinion. I hope it encourages better transparency and service for consumers going forward

Helpful (0)

Replies (2)

Cartrack's replyOfficial

29 Dec 2025, 15:54

Good day,

Thank you for making us aware of this issue. Please accept our apology for the inconvenience. We will investigate and are confident that this matter will be clarified.

Kind regards
The Cartrack Team

Cartrack's reply29 Dec 2025, 15:54

Official

Refiloe N's updateReviewer Update

08 Jan 2026, 12:43

Dear Cartrack Team,

I am writing to formally follow up on your response dated 29 December 2025 to my public post regarding my declined claim.

In your reply, you indicated that the matter would be investigated and clarified. However, to date, I have not received any further communication, feedback, or outcome regarding this investigation. The lack of follow-up is concerning, particularly given the seriousness of the matter and the distressing circumstances surrounding my claim.

As outlined previously, I have been a loyal Cartrack client since 2018 and have consistently maintained my payments. I submitted clear bank statements and proof showing that the debit order in question was successfully processed. Despite this, the claim was declined, and the explanations provided have remained inconsistent with the evidence supp****.

What is most disappointing is not only the delay in providing feedback, but the continued absence of accountability and meaningful engagement after you publicly acknowledged the issue. This matter involves a traumatic incident, and timely, transparent communication should be a priority.

I kindly request:

A written update on the status of your investigation
Clear reasons supporting your position, aligned with the evidence submitted
A realistic timeframe for final resolution

Please note that due to the ongoing lack of response, the matter has already been escalated to the Motor Industry Ombudsman of South Africa (MIOSA) for independent review.

I trust that Cartrack will now treat this matter with the urgency and professionalism it deserves.

Refiloe N's update08 Jan 2026, 12:43

Reviewer Update

Dear Cartrack Team,

I am writing to formally follow up on your response dated 29 December 2025 to my public post regarding my declined claim.

I kindly request:

A written update on the status of your investigation
Clear reasons supporting your position, aligned with the evidence submitted
A realistic timeframe for final resolution

Please note that due to the ongoing lack of response, the matter has already been escalated to the Motor Industry Ombudsman of South Africa (MIOSA) for independent review.

I trust that Cartrack will now treat this matter with the urgency and professionalism it deserves.