Complaint regarding poor service, security concerns, and unprofessional behavior (Matrix/Tracker)

I am writing to express my frustration with Matrix/Tracker regarding the cancellation process for my car tracking service.

On 28 July, I sent a formal cancellation email requesting the termination of my account. After waiting nearly three weeks, I received a call on 17 August from a client retention consultant requesting that I verify sensitive personal details over the phone, including my ID number and full name. Given the rise in phone ****s, I asked the consultant to properly verify his identity or respond directly to my original email so I could confirm the call was legitimate.

Instead of addressing my valid security concerns professionally, the consultant became dismissive and flippant. Expecting customers to blindly share sensitive identification details over an unsolicited call, while refusing basic identity verification on their end, is entirely unacceptable. Matrix/Tracker must ensure their staff are properly trained in security protocols, reputational management, and standard customer service etiquette.

I request that Matrix/Tracker immediately process my account cancellation, confirm the closure in writing, and ensure no further billing occurs.