Rejection of Recovery warranty after Hijacking, despite valid renewed contract

Item: Cartrack
Rating: 1
Author: Nicholas T

I am extremely disappointed with how Cartrack South Africa has handled my claim under their Limited Recovery Warranty (LRW).

I originally signed up with Cartrack in June 2022 and renewed my contract in June 2025 after receiving a renewal call from their representative. My account was fully up to date when I accepted the renewal.

On 6 September 2025, I was the victim of a traumatic hijacking. Despite Cartrack’s tracking device, the vehicle could not be recovered. I submitted a claim under the LRW, which promises compensation of up to R150,000 if the vehicle is not recovered.

On 15 September 2025, my claim was rejected. The reason given was that I had experienced debit-order reversals in 2022, 2023, and 2024—in each instances they were fully paid and resolved under my previous contract, which expired in good standing.

This rejection is unfair and unreasonable.

The renewal contract was a new agreement, not a continuation of old breaches.

Cartrack never informed me of any “carry-over” of past arrears during the renewal process (I have recordings of the call).

Denying my claim on that basis contradicts Section 48(2) of the Consumer Protection Act, which prohibits unfair, unjust, or deceptive treatment of consumers.

Cartrack also failed to recover my vehicle and has shown no empathy or urgency, despite knowing I survived a hijacking.

I have written to Cartrack’s CEO, and Owner but the matter has been “referred to legal” with no resolution.

I am now escalating this publicly and to the Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission.

All I ask is for Cartrack to honour the warranty and pay the R150 000 promised when a vehicle cannot be recovered. Anything less is a breach of good faith, fairness, and the trust customers place in Cartrack for safety and recovery.

Desired outcome: Immediate payment of the R150 000 Limited Recovery Warranty.

A written apology for the lack of empathy and poor handling of my case. Assurance that Cartrack will not use remedied arrears under expired contracts to deny future claims.

Helpful (0)

Replies (2)

Cartrack's replyOfficial

15 Oct 2025, 05:14

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 reply15 Oct 2025, 05:14

Official

Nicholas T's updateReviewer Update

15 Oct 2025, 11:25

I am extremely disappointed and frustrated with the service received from Cartrack regarding the dashcam I purchased for my vehicle (registration JD05KNGP).

On 06 September 2025, I was the victim of a hijacking — a traumatic experience no one should have to go through. Following the incident, I contacted Cartrack to obtain the dashcam footage, believing that this was exactly the kind of event the product was designed to record and help with.

Despite my repeated requests, Cartrack has informed me that they cannot retrieve any footage because “the dashcam device was missing.” This explanation completely defeats the purpose of having a dashcam and contradicts the expectation that Cartrack’s technology offers reliable and retrievable video evidence.

At no stage during the sales process was I informed that:

The footage is stored only on the physical dashcam and not uploaded to the cloud, and
That footage would be permanently lost if the camera or vehicle was ****** — which is precisely the situation the product is supposed to protect against.

I also lodged a formal written complaint with Cartrack weeks ago and received no response until I escalated the matter to their executive team. Even then, the response did not take accountability or offer a remedy — only regret. This is unacceptable for a company that promotes itself as a leader in vehicle safety and technology. I am requesting that Cartrack:

Take responsibility for selling a product that does not perform as reasonably expected.
Provide a clear public explanation of how their dashcam system stores data and why customers are not informed that footage cannot be recovered if the camera is ******.
Offer an appropriate remedy, including a refund or compensation, and a review of how these products are represented to consumers.

This experience has left me feeling let down and unprotected by a brand I trusted with my safety and security. I will be escalating this matter to the Consumer Goods and Services Ombud and the National Consumer Commission should Cartrack fail to provide a satisfactory resolution. Desired Outcome:

Accountability and transparency about the product’s limitations
Refund or compensation for a service that failed to deliver as promised
Assurance that Cartrack will improve its customer support and product communication

Nicholas T's update15 Oct 2025, 11:25

Reviewer Update

I am extremely disappointed and frustrated with the service received from Cartrack regarding the dashcam I purchased for my vehicle (registration JD05KNGP).

At no stage during the sales process was I informed that:

The footage is stored only on the physical dashcam and not uploaded to the cloud, and
That footage would be permanently lost if the camera or vehicle was ****** — which is precisely the situation the product is supposed to protect against.

Take responsibility for selling a product that does not perform as reasonably expected.
Provide a clear public explanation of how their dashcam system stores data and why customers are not informed that footage cannot be recovered if the camera is ******.
Offer an appropriate remedy, including a refund or compensation, and a review of how these products are represented to consumers.

Accountability and transparency about the product’s limitations
Refund or compensation for a service that failed to deliver as promised
Assurance that Cartrack will improve its customer support and product communication