WORST SERVICE DISAPPOINTMENT

KP

Kaylen P 9 reviews | Active since Sep 2024 03 Sep 2026 at 08:29 FORMAL COMPLAINT REGARDING POOR SERVICE, FAILURE TO UPDATE BANKING DETAILS, AND REFUSAL TO PROVIDE ASSISTANCE DURING AN EMERGENCY Dear Cartrack Customer Service / Management,

I am writing to formally lodge a serious complaint regarding the extremely poor service I have received from Cartrack, particularly concerning the failure to update my banking details and the refusal to provide assistance during a life-threatening emergency.

I contacted Cartrack on more than five occasions to request that my banking details be changed and updated on your system. Each time, I was under the impression that the matter was being handled and that the necessary changes had been made. At no point was I properly informed that my banking details had not been successfully updated.

As a result of this failure, I was unaware that my account was not being paid correctly. This was not due to a lack of effort on my part, as I repeatedly contacted Cartrack to have my banking information corrected.

The situation became significantly more serious this past weekend when I was involved in a life-threatening situation after being hijacked. During this emergency, my parents contacted Cartrack seeking urgent assistance. They were reportedly informed that R25,000 had to be paid before assistance could be provided.

What is particularly concerning and unacceptable is that assistance was also allegedly refused to SAPS because my account reflected as unpaid, despite the fact that I had repeatedly contacted Cartrack to update my banking details and the failure to update those details appears to have been on the part of Cartrack.

I find it extremely disturbing that, during a potentially life-or-death situation involving a hijacking, the focus was placed on an account issue rather than providing the necessary emergency assistance. Given the circumstances, I believe this matter requires an urgent and thorough investigation.

I therefore request the following:

1. A full written explanation as to why my banking details were not updated despite my contacting Cartrack more than five times. 2. An investigation into all calls and communication relating to my requests to change my banking details. 3. A detailed explanation regarding why emergency assistance was refused to my family and SAPS during the hijacking. 4. Clarification regarding the alleged requirement to pay R25,000 before assistance could be provided. 5. An urgent review and correction of my account and banking details. 6. A written response outlining what action Cartrack intends to take regarding this extremely serious failure in service.

I expect this complaint to be treated with the seriousness and urgency it deserves. The failure to update my banking details was an administrative issue that I made repeated efforts to resolve, and it should not have resulted in a situation where emergency assistance was unavailable during a potentially life-threatening incident.

I request a full written response and resolution as soon as possible. Should this matter not be resolved satisfactorily, I will consider escalating the complaint through the appropriate consumer protection, regulatory and legal channels.

I trust that Cartrack will urgently investigate this matter and provide me with a comprehensive response.

Yours faithfully,

Kaylen Pillay