Ongoing Billing Dispute and Poor Service – Cartrack AI Camera

I am writing to formally lodge a complaint regarding the unacceptable service and ongoing billing dispute with Cartrack. Our truck was ****** and later recovered on 2 July last year. During this incident, the AI camera unit installed in the vehicle was ******. Since then, we have made numerous attempts to resolve the matter, but have been met with continuous delays, contradictory information, and poor customer service. According to the tracker report provided by Cartrack, the AI camera was still reflected as active even after the vehicle was recovered—despite the fact that the camera had clearly been ******. This discrepancy has never been properly explained or resolved. Despite raising this issue multiple times, Cartrack has continued billing us for a service we have not received for nearly nine months. As a small business with multiple vehicles and active units under Cartrack, we expected a reasonable resolution or at least some willingness to meet us halfway. Instead, we have been told we must pay approximately R6000 to replace the ****** camera. What is even more concerning is the lack of consistency and accountability: On a recent call, we were told the replacement cost would be R600, but when we requested this in writing, we later received an apology stating that this was incorrect. Each time we contact Cartrack, we are transferred between departments with no resolution. We are repeatedly promised callbacks that never happen. We have now been told that we cannot even discuss this matter further unless we log a repair ticket and agree to a payment plan—despite disputing the charges and the service itself. This situation is extremely frustrating and unprofessional. We are effectively being forced to pay for a service we have not had, while being denied meaningful support or resolution. We hope that this complaint will finally result in the attention and resolution this matter deserves.