Complaint against Matrix – ******** Debits & Failure to Terminate Contract

I entered into a vehicle tracking contract with Matrix in 07 March 2024. In the same year around December, the vehicle was involved in an accident and was subsequently written off by the bank. Since then, I have not been in possession of the vehicle.

I formally emailed Matrix requesting termination of the contract, as the service can no longer be rendered without the vehicle. Unfortunately, Matrix never responded to my emails and failed to action the termination.

Despite this, Matrix has continued to debit my bank account. When I reverse these unauthorized debits, Matrix reports the reversals in a way that negatively affects my credit profile, which is completely unfair given that:

The vehicle no longer exists

The bank wrote it off

I followed the correct process to cancel

Matrix failed to respond or assist

This situation has caused financial loss, stress, and reputational damage to my credit record, all due to Matrix’s inaction and poor customer service.

I am requesting:

Immediate cancellation of the contract

A full refund of all debits taken after the vehicle was written off

Correction of any negative credit reporting related to this matter

Written confirmation that the matter is fully resolved

If this issue is not resolved urgently, I will have no option but to escalate the matter legally and through regulatory channels.

I expect Matrix to take accountability and resolve this matter without further delay.