The worst service ever

Subject: Formal Complaint Regarding Service and Billing Issues - Violation of TCF and CPA

Dear Cartrack Customer Service,

I am writing to formally lodge a complaint regarding the unsatisfactory service I have received, particularly concerning billing and poor customer service.

A few months ago, I sold the vehicle that had a Cartrack device installed. I immediately contacted Cartrack to inform you of the sale and requested a new tracking unit to be installed in my new vehicle. Despite my proactive efforts, I received no response for several days. My husband eventually installed the tracker himself, but Cartrack incorrectly listed him as the account holder.

After this lapse in service, I contacted Cartrack to resolve the issue. A payment arrangement was made with a senior representative to settle the early cancellation fee (approximately R2,600) and continue with monthly deductions from my bank account. I provided my banking details, and Cartrack has been deducting payments consistently from my account since then.

However, this month, Cartrack deducted twice from my account without any explanation. To my surprise, I received a notification that I was being listed with ITC for non-payment, despite having an active payment arrangement and no missed payments. Upon calling this morning, I spoke to Ayanda, who rudely informed me that Cartrack does not care about the arrangement made and that I would still be listed on ITC.

This handling of my account, along with the lack of communication and improper service, is deeply disappointing. I believe this violates the principles of Treating Customers Fairly (TCF), which requires financial service providers to treat customers with fairness, dignity, and transparency. Additionally, your actions may contravene sections of the Consumer Protection Act (CPA), specifically Section 48, which guards against unfair, unreasonable, or unjust contract terms, and Section 54, which ensures customers receive timely and quality service.

I request the following:

Immediate clarification and correction of the duplicate deductions from my account. Removal of any ITC listing due to the payment arrangement that was agreed upon and has been consistently upheld. A formal investigation into the handling of my account and the rude behavior displayed by your staff. Confirmation in writing that this matter is resolved and that my account remains in good standing. Should I fail to receive a satisfactory response, I will be left with no choice but to escalate this matter to the National Credit Regulator and the Ombudsman for Banking Services.

I look forward to your prompt attention to this matter and a swift resolution.