Service Failure

Good day Cartrack I would like to lay a formal complaint against your company. On the 6th December 2023 I called cartrack to cancel my contract however I was told that I would need to pay a cancellation fee of just over R1000. I then asked the customer service agent if it was possible for me to remove the tracking device from my car and fit it into another car, then I was informed this was possible and it would cost me R870 which I agreed to. The car in question (with the tracking device) was a golf 6 TSI, I informed the customer service agent that the car had been sold to We buy cars on the 5th December 2023. On the 7th I called again and was transferred to the scheduling department to schedule the removal of the tracking device, they asked who they would need to speak to at We buy cars to arrange the removal of the tracking device, I informed them that I had spoken to the guy that took the car and he had said when the technician gets to We buy cars they must just inform them they are there to remove the tracking device from the Golf as there was no specific person to speak to. On the 8th I called again still trying to arrange for the removal of the tracker and this time the lady I spoke to at cartrack informed me that she will be sending a technician to remove the device on the 8th December 2023, however once again this was not done and I was not informed of any issues that they had experienced in trying to go remove the device. I then got numerous calls from cartrack scheduling department stating that they need to arrange for a fitment of the device into the second vehicle of which I kept asking how are they arranging for a fitment when they haven’t removed the device from the 1st car. All I kept being told was they will call me back. R870 was debited from my account which I then reversed because the service was not fulfilled, only after numerous calls and requests to speak to a supervisor was I then told that the car has now been sold and I would be liable to pay the call out fee which I refused to pay because I feel I had done my part to try and get your company to remove the tracking device whilst the car was still at we buy cars. I was debited on the 2nd January 2024 the amount of R176 which I reversed because I was being debited for a service I am enjoying as the car is not in my position. I was again debited on the 25th January, 31st January 2024 and again on the 2 February, AGAIN for a service that I do not have. Please tell me if this is fair? I have been called so many times even by people from accounts and have kept complaining about the same situation but no one is coming back to me with any resolution instead its as if every that calls me has no background of this whole situation. Accounts is sending me emails saying they are going to list me as a non-payer because I now owe R900 plus to cartrack which makes no sense to me.

I even walked to their offices to try resolve this matter, the team leader that i spoke to promised to investigate, he called me back on Wednesday 14 Feb 2024. All he had to tell me was that the technicians went out to remove the tracking device but were told the car wasnt available, so I asked him why wasnt i made aware of the issues they encountered when they went to We buy cars, he couldnt give me an explanation but was adamant that I would need to be liable for the cancellation fee. My resolution is to cancel my contract with your company because I tried my best to do what was required on my side but was failed by your customer service department and scheduling department, you can even look through my record I have never missed a payment as I was a dedicated client however Cartrack has FAILED ME. I would like to request that you also reverse the 2 debit orders that have gone off during the month of January 2024 and cancel the contract effective immediately because as a service provider you have failed.