NO CONTRACT YET STILL DEBITED!

I am extremely annoyed and frustrated with the level of incompetence and poor service I have experienced from Cartrack.

I initially entered into a contract with Cartrack for the installation of a car tracker and dashcam. From the start, things went wrong when the devices were installed into the wrong vehicle. After a long and exhausting week of back-and-forth communication, Cartrack cancelled the contract and advised that a new contract would need to be started.

The consultant who was meant to assist me with this new contract was Thabiso. The only reason a new application was partially processed was because Thabiso wanted to ask Bongani a question on my behalf. This was due to me refusing to give a clear yes or no answer to a question about agreeing to a pro-rata charge, as I was querying whether I would still be charged this fee despite already being charged on the previous contract.

At no point did I agree to proceed with a new contract. I made it very clear that I was waiting for clarity before giving consent.

For additional context: on the first contract, I had explicitly requested not to be locked into a 36-month agreement. I agreed instead to pay an upfront installation fee of just over R4,000, specifically so that I could cancel the contract whenever I chose. Despite this, everything was still mishandled.

Even though I did not complete or approve the new application, I later received an SMS congratulating me on a “new contract” that I never agreed to.

I immediately contacted client services and spoke to Bongani, who assured me that he would sort everything out and ensure that the new contract would not go through. The following day, another consultant called to ask about my query, and I informed her that Bongani was already handling it.

A few days later, I noticed a debit order of R289.00 on my account. I ignored it, assuming it was a small error after the cancellation. To my shock, this morning I woke up to another debit order of R1000.00.

When I called to query this, I was told I was being charged for an installation. When I asked what installation, since I have nothing installed, the consultant responded by saying, “you have a car.”

To make matters worse, I was told that I apparently have a contract for a Mitsubishi. My actual car is a Tiago. The wrong car they originally installed the tracker in was a T-Cross. Now there is suddenly a Mitsubishi, and no one can explain where this information comes from.

How does Cartrack have access to my money when there is no valid contract or agreement in place? Which vehicle am I being debited for, when my car has never had a tracker installed by Cartrack because of their own mistakes?

This entire experience has been chaotic, stressful, and completely unacceptable. Cartrack’s internal communication, record-keeping, and customer service are clearly deeply flawed.

I expect: A full refund of all unauthorised debit orders Written confirmation that no contract exists in my name