Unacceptable & Despicable Service by Accounts Agent Thato Kukama

To Cartrack Management,

I am writing to officially register a serious complaint for the unacceptable level of service I received from one of your accounts agents, Ms. Thato Kukama, during my interaction with Cartrack on the morning of July 7th, 2025.

What began as a simple inquiry about the R900+ arrears on my account then quickly became one of the most frustrating and unprofessional experiences I've ever had the misfortune of enduring. Being referred from Customer Care to the Accounts Department, I was then transferred to Ms. Kukama, who did nothing to assist me with honesty or courtesy. Her demeanor was devoid of basic customer service principles, and her tone was sycophantic throughout the call.

Not only did Ms. Kukama also fail to make a standard security check before accessing my account details a serious breach of protocol but she also gave false information about my payment history. In spite of my clarification of regular EFT payments, she continued to dispute this with an unwarranted surety while reading from a document that she clearly could not read properly. Her attitude was dismissive, and she frequently interrupted me. At one point, she attempted to transfer my call without advising me, and when it failed, she abruptly rerouted me without notice, leaving me to repeat the security check and query once again.

Further, Ms. Kukama later sent me a copy of my own statement without first verifying my contact details or getting approval again, without an assessment of security. This is very worrying and reflects serious lapses in data protection protocols.

The contrast between her service and that of her colleague, Fezeka, couldn't be greater. A couple of minutes into the conversation with Fezeka, my query was addressed quite simply and professionally, and I got to process my payment clearly and without aggression. It was evident that Fezeka possessed both knowledge and customer insight that Ms. Kukama simply did not have.

I must ask? How is this type of behavior tolerated in your Accounts Department? The absence of accountability, respect for procedure, and professionalism exhibited by Ms. Kukama is disappointing; it's a brand damaging impression. Customers deserve to be treated respectfully and given accurate, timely support not shuffled from department to department and dealt with sarcasm, incompetence, and contempt.

I implore you to investigate this problem extensively. I insist on a formal apology, reasons for the failure in this service, and a guarantee that redressal action will be taken so that such incidents do not recur in the future. None of your customers should be treated like his or her queries are interruptions rather than real concerns.

I hope this issue will receive the priority it deserves at the head of your leadership hierarchy.