Long-standing customer struggling to reach Customer Care – callback requested

I have been a Ctrack customer for several years and am writing this review because I have run out of ways to get hold of someone who can actually help me.

Over the years I have had to request multiple tracker reinstallations, as the units have consistently developed faults within roughly six months of being fitted. I accepted this as part of the service, but it is now approximately a year since my last tracker was installed, and I have only recently realised that the system on my side is no longer functioning properly:

- The Ctrack app and website do not work for me. When I attempt to reset my password, I am told my credentials cannot be found. - When I did manage to log in, the platform displayed my vehicle's location from several months ago, not its current position. - My car beeps each time I get in, but I recently found whether I press the alarm button or not, the tracker does not appear to be doing anything.

In short, I have been paying my monthly subscription for roughly the last 10 months without any working service on my side.

I have tried to resolve this through the support line on six separate occasions. Each time I select Customer Care, I receive a message saying all agents are busy, and the call is automatically ended. When I select Sales, however, my call is answered within seconds. On my last attempt I asked the sales consultant to please transfer me to someone in Customer Care, and explained that if this is not resolved I will have no choice but to cancel my debit order, as I cannot continue paying for a service that is not working.

I would much rather resolve this properly than cancel. I am posting here in the hope that someone from Ctrack can reach out to me directly so we can sort out the account, the app access, and confirm whether the tracker in my vehicle is actually active.

Please could a member of the Customer Care or Retentions team contact me at the number on my account. I will gladly provide my account details via private message.