******** and Unauthorized Debit Orders

Email sent to ***

I have over the past 2 months engaged with several personnel from your accounts department and even someone from Engelbrecht Attorneys appointed by Cartrack.

On 13th Dec 2019, I contacted Cartrack to have my unit removed from my previous vehicle which was at a salvage yard in Epping, Cape Town. I was advised by the Cartrack agent that there will be an amount of R840 payable for the unit to be removed and re-installed in my new vehicle.

On 27th Dec, a debit order on my account was attempted for my monthly R179 + R840. I have not authorized this amount nor made provisions for it and thus the debit order returned unpaid. On 27th January, a debit order for my monthly R179 + R179 (Dec 2019 arrears) + R840 was attempted on my account. Please note that I have only made R179 x2 available for deduction. I reversed the debit order as mentioned above, I have not authorized any amount to debit my account other that R179 monthly.

I received a call from a lady from Engelbert Attorneys and it was only then that I was informed that the R840 for the removal and installation was added to my debit order. I advised her that I have not agreed for that amount to be deducted as I advised that I will be doing a separate EFT for it post successful re-installation of the unit in my new vehicle. Surely I am not expected to pay this upfront with services being rendered. Please also do bare in mind that I have not received a single text, email or call to provide a status of the removal of the unit. A few days later, I received a call from another lady at Cartrack and I repeated to her what was said to Engelbrecht Attorneys - I asked her to kindly resolve the matter and advised that I have placed a stop order on any Cartrack debit orders until the matter has been resolved.

I personally have made several calls to Cartrack and have spoken to your accounts department whom advised that they understood the situation and will rectify the issue with the debit orders. On the 1st call, I spoke with a lady whom advised me that my unit was removed from my old vehicle (I have not been informed of this previously). We made arrangements for the unit to be installed early March (I cannot recall the exact agreed date), this did not transpire as I have also not received any calls, texts or emails from a technician or anyone at Cartrack. I advised that I will EFT R840 post installation and testing to ensure that it works. I called again a week or two later and spoke with a gentleman in your accounts department and once again re-itterated that I wanted to matter resolved and that I wanted to escalate to a supervisor - there was no supervisor available and the gentlemen advised me that he will get a supervisor to contact me.

Please note that I am not at Cartrack's every bek and call to answer calls whenever I'm called - I have also decided to not call again as I have been trying tirelessly to get this issue resolved with your company to no avail.

Today, 19th March 2020, I again received a text informing that I will be incurring additional costs if I do not pay this amount.

The way in which this whole situation is being handled in my opinion is extremely *********, the lack of support from Cartrack accounts department is appalling and I would like to liaise with someone who can actually help.

Hishaam