Appalling service!

Appalling service! I am so deeply frustrated and upset by the treatment I've received from MiX Telematics Africa!!! I got a call late last year from MiX Telematics Africa and I was informed that my car which I’d purchased in 2016 had a Beame tracker installed as part of the contract and that now, the contract had expired. The caller asked if I’d like to open a new contract, to which I said of course, I need my car to be tracked for safety reasons. The caller than asked me for all my details, which I provided, change of address, banking details, date for debit order etc. He also sent me an email saying all was in order and I got an sms. Towards the end of January, I got a call from MiX Telematics Africa, the caller informed me that my account was in arrears and she would like to know when I would be making payment. I so taken aback, because as far as I’m concerned, I have an agreed debit order and those must have been going off as agreed. She then informed that that, no, there was an error on their side and never actually got around to doing the debit orders and now I would have to pay the FULL amount in January. I said I wouldn’t be doing that. I asked to speak to a manager, she said she would get one to call me. Later that day, I called spoke to someone else and explained the whole story and was told that in fact, I would have to pay the full amount. Still no manager had called. A week later I got a call from them and it was a guy who told me the same story, I explained that I won’t be paying the FULL amount as it was not my fault that MiX Telematics Africa didn’t take the debit order. He told me that indeed there was an issue on the side of MiX Telematics Africa and that they had hired subcontractors to call customers and that the subcontractors didn’t give the correct information, which is why WE, the customers have to pay the full amount of all the months in arrears. I still don’t understand why this is MY problem. He said his manager would call later that day. Nothing. No call. A few days later I got a call from a women (who needs serious customer care service training) who claimed to be said manager and she wanted to hear my story – I told her the whole thing and she said: “well what would you like me to help you with?”. Which is mind boggling that she saw absolutely nothing wrong with what has happened. She says they will deduct 2 months, I will still have to pay for the rest as well as next month’s debit order. I NEVER AGREED TO THIS KIND OF INCONVENIENCE IN THE FIRST PLACE!!! I AGREED TO A SIMPLY R100 DEBIT ORDER WHICH HAS NOW TURNED INTO A NIGHTMARE!!!! I told her I want to cancel the contract, she told me she’s the wrong department for that. After the call I received and email which said:

Dear Mr/Ms Lerato Masigo, This email serves to confirm that your query with reference number : ***4 is resolved.

If you have any further queries please do not hesitate to contact our friendly Customer Care Team.

Kind Regards

MiX Telematics

PS: The incompetence continues -That is NOT my name, I've no idea who that is, but they sent me that.

I simply CANNOT fathom that this is correct treatment of clients! MiX Telematics Africa makes the mistake, and the CLIENT has to pay and be inconvenienced. THIS IS SIMPLY UNBELIEVABLE!!!