Stop ****ming clients - I will not rest until this **** is addressed by the CPA

HelloPeter, I am writing to formally express my dissatisfaction with the manner in which Cartrack has handled the termination of my contract and to raise serious concerns regarding what I believe to be unfair and potentially ******** practices.

My engagement with Cartrack began as a mandatory requirement from my vehicle insurer, which demanded a tracking device before releasing the car. As a result, I entered into a contract with Cartrack. However, within five months of having the device installed, my employer fitted a different tracking device (Tracer) to the vehicle. I then contacted Cartrack to cancel my existing agreement but was advised of a R2,000 early cancellation fee, which I could not afford at the time. I therefore continued with the monthly payments. Approximately a year later, I called again to cancel the service, was reminded of the cancellation fee, and eventually fell into arrears. In March 2025, I was offered a discounted settlement to clear the account, which I paid in good faith and assumed the contract had been terminated.

To my dismay, I was later informed by Cartrack that while my 36-month contract was indeed terminated, I had automatically been moved to a month-to-month contract. This occurred without any communication from Cartrack, and without my consent or agreement to the new terms and conditions. I was told I needed to submit a new written request for cancellation or call, which I did, and during that call I was transferred to the cancellation department. There, I was informed that due to a 21-day notice clause and the timing of my debit order, I was still liable for additional charges.

This practice is deeply concerning. As per the Consumer Protection Act (CPA) in South Africa, service providers are legally required to notify consumers in writing before a fixed-term contract expires — outlining their options to renew, cancel, or continue the agreement. Cartrack failed to provide this notice and instead acted unilaterally, creating what appears to be a new contract without consultation or explicit consent from me. I have attempted to escalate this matter with Cartrack by speaking with agents Phumlile, Lindiwe, Ntokozo, and Cynthia (Manager). Unfortunately, all responses have merely echoed internal policies without addressing the fundamental issue of lack of legal and transparent consent for continuing the service.

I have since contacted the Consumer Protection Authority (CPA) for investigation into the legality of Cartrack’s actions. The assumption that the termination of a contract gives rise to a new, enforceable contract without mutual agreement is legally questionable and ethically unacceptable. This experience has been frustrating, financially burdensome, and deeply disappointing. I strongly urge Cartrack to review its policies, cease all charges, and properly acknowledge the termination of the original contract.

Sincerely, Lungile