Unacceptable Customer Service and R600 Charge for Accessing Dashcam Footage After Recent Incident

I am writing to formally lodge a complaint regarding the extremely poor service I have received from your team, and specifically the requirement to pay R600 to access footage from the camera device that I installed on my vehicle.

Incident Date & Approximate Time: 13 March 2026 around 13:12

Following an incident shortly after the installation, I urgently requested access to the relevant camera footage to review what happened (for insurance purposes / personal records / etc.). Instead of receiving helpful assistance, I encountered rude and unhelpful responses from your customer care agents. One agent informed me that I would need to pay R600 to have the footage recovered and provided.

This is completely unacceptable for the following reasons:

I am already paying a monthly subscription fee for the camera solution (which includes the device, installation, app access, cloud storage features, and related services). This ongoing payment is supposed to cover access to the system's features, including footage when needed – especially in the case of an incident or accident. Charging an additional R600 feels like double-charging for a service that is a core part of what I subscribed to.

Your own FAQs and product information state that footage is protected via cloud storage, and clients can request footage by calling or downloading via the app in many cases. There was no clear upfront communication (that I recall) about an extra "call-out" or recovery fee specifically for footage access after an incident.

The attitude of the agents was dismissive and rude, which has left me feeling undervalued as a paying customer who only recently installed the device trusting in Cartrack's reputation.

This experience has been extremely disappointing and frustrating. I will not be recommending Cartrack to anyone based on this, and I am seriously considering cancelling my subscription if this is not resolved satisfactorily.

I kindly request the following resolution as a matter of urgency:

Immediate waiver of the R600 fee and provision of the requested footage at no extra cost. An apology for the poor customer service and rude treatment. Confirmation of my account details and any policy clarification regarding footage access fees for camera subscribers. Escalation to a supervisor or complaints manager if needed.

Please treat this as a formal complaint. I expect this matter to be prioritised given the recent installation and nature of the request. Thank you for your prompt attention. I look forward to your response. Yours sincerely,