Absolutely appalling business practices – stay away from Matrix Vehicle Tracking / Powerfleet

Absolutely appalling business practices – stay away from Matrix Vehicle Tracking / Powerfleet My experience with Matrix Vehicle Tracking has been nothing short of disgraceful. What should have been a straightforward contractual cancellation turned into months of repeated debit attempts, contradictory demands for payment and what feels like an attempt to squeeze every last cent out of a customer who had already followed the cancellation process. I had a 36-month contract, but clause 2.5.2.4 specifically provides for cancellation after 24 months without a cancellation fee. On 6 March 2026, I formally requested cancellation effective 30 April 2026 – well beyond the 24-month period. I received no response. On 16 March 2026, instead of confirming the cancellation, Matrix sent me a request for a cancellation fee. I sent another cancellation request on 3 May 2026, again making my intention to cancel clear. On 3 June 2026, I went further and specifically requested that Matrix stop all debit orders and remove me from all marketing communications. This request was also ignored. Then, on 24 June 2026, I received an email acknowledging that my cancellation request had been received on that date. Shortly afterwards, I received a confirmation of immediate cancellation. Naturally, I considered the matter closed. Apparently, Matrix did not. At the end of the month, Matrix continued attempting to debit my bank account. I reversed and cancelled these debit attempts. This continued to become a recurring issue, with Matrix pursuing additional payments despite the fact that I had repeatedly requested cancellation and had received confirmation of immediate cancellation. Then, on 9 September 2026, I received a call from Ncumisa Mtsi, who informed me that I apparently still owed R246.98 for May 2026. This is particularly bizarre because my original cancellation request was for 30 April 2026, and I had understood that, having passed the 24-month period, there would be no cancellation fee. During the call, I agreed to pay the R246.98 in an effort to finally put the matter to bed. I paid the amount the same day. And what happened next? Minutes later, I received another email informing me that I apparently still owed a R1,700 cancellation fee. At this point, the entire situation becomes almost comical – except that it is my money and my time being wasted. First there is no response to cancellation requests. Then there is a cancellation fee. Then another cancellation request. Then a request to stop debit orders and marketing is ignored. Then I receive confirmation of immediate cancellation. Then Matrix continues trying to debit my account. Then, months later, I am told I owe R246.98. I pay it. And minutes later, another cancellation fee suddenly appears. This is not what I would expect from a reputable company. What makes matters worse is that I have requested the recording of the 9 September telephone conversation, particularly because the subsequent demand for R1,700 directly contradicts my understanding of what was discussed during that call. Matrix is now refusing to provide the recording. That raises a very simple question: If the company is confident that its version of events is correct, why is it unwilling to provide the recording of the conversation in which the payment was discussed? From my experience, the process feels less like customer service and more like a war of attrition – make cancellation difficult, ignore correspondence, continue attempting debit orders, introduce additional amounts, and keep the customer fighting to finally get the account closed. Whether this is deliberate or simply an extremely dysfunctional cancellation process, the result for the customer is the same. I would strongly advise anyone considering Matrix Vehicle Tracking / Powerfleet to read every clause of the contract very carefully and keep written records of absolutely everything. And if you are already a customer trying to cancel: do not rely on a telephone conversation. Get everything in writing and keep copies of every cancellation request, response, debit attempt and payment. My experience has left me with zero confidence in Matrix's handling of cancellations or billing disputes. A company should make it easy to become a customer because its service is good – not make it difficult to leave once you have decided to go. Matrix Vehicle Tracking / Powerfleet: this is an unacceptable way to treat customers.