Tracking Faulty & Customer Service Pathetic

I tried to download a report for my insurance after hitting a pothole. The app did not show the precise trip I required. My last trip heading home before my car remained home for two days before being towed away on the flatbed to be assessed.

I contacted Cartrack on the 18th September and requested a report showing the trip. They very quickly forwarded a 12 page report for the day, however the report did not show my final trip. I called again explained in detail and requested another report. Again the inconclusive report was emailed, this time I emailed the agent as their email was included in the report, I emailed several times and have still not had any response.

I then contacted customer service and a agent got in touch with me. I clearly explained the issue and what I had already received. This time the agent was able to send me and Excel spreadsheet of the period before and after. We discussed on phone, that I could see the time the trip was meant to have happened. This was not showing on the report, it was showing that it happened incorrectly about 34 hours later.

The agent agreed to contact technical team to resolve this and would cc me on the correspondence. This has not happened and I have despite me sending several follow up requests I have not received any feedback since Monday.

The tracking service is clearly not working correctly and the customer service is atrocious. This has been escalated to client services and is still not being attended to.