Unfair Debit Order Processing, Unauthorized Charges, and Poor Service

I recently updated my banking details and proactively contacted Cartrack well before the debit order date to inform them of the change. I confirmed with the agent I spoke to that the debit order would be processed from the new account. Despite this, Cartrack attempted to debit my old account, which failed.

I was then advised that the debit would be resubmitted to the new account, but that I would be charged a R59 resubmission fee. I do not understand the reason for this charge, as the error was due to Cartrack not processing the debit from the correct account after I had confirmed the change. I have been querying this since the 15th and have not received a proper response.

Despite my query still being unresolved, Cartrack proceeded to debit the R59. I subsequently reversed the debit order. My requests for rectification have been ignored. Today, when I asked for the matter to be corrected or I would cancel the contract, I was told that if I wanted to cancel, I must first pay the outstanding amount – including the disputed R59 charge. This response is unreasonable.

Approximately one year into my contract, I was informed that because my warranty had lapsed, I would now need to pay an additional amount to ensure that if my tracker is faulty, I would not be charged for service calls. This condition was never disclosed at the inception of the contract. When I raised this, I was told I could cancel if I was not happy. This was not part of the original agreement and feels like a unilateral change to the contract terms.

A few months ago, my vehicle went for repairs and the technician discovered the location of the tracker. I contacted Cartrack and requested that the tracker be moved for security reasons, as its position was now compromised. The request was flatly refused.

The level of service has been consistently poor. It feels as though Cartrack is doing me a favour rather than providing a service I pay for. As a paying customer, I expect my requests to be handled professionally and my records to be updated accurately when I provide notice