Disgusting Service

Dear Matrix

I am writing to formally lodge a complaint and request immediate cancellation of my contract with your company.

In April 2024, I was unfortunately hijacked, and during this incident, the keys to my vehicle were ******. Attached to these keys was my panic remote. Fortunately, I was driving a different vehicle at the time of the hijacking. Following the incident, I promptly reported the matter to your team and requested a replacement panic remote for my safety and continued protection, which your consultants acknowledged and agreed to dispatch.

Despite numerous assurances, I did not receive the replacement remote. I waited for approximately three months without any delivery. I followed up again, and your representatives once more promised to send the remote. However, an additional two months passed with no resolution or delivery of the panic button.

Due to this prolonged delay and lack of service, I felt that I was not receiving the full benefit of the service I was paying for—particularly considering that personal safety was involved. As a result, I made the decision to stop making payments toward the tracker service. When I communicated this decision, your consultants expressed understanding of my reasons and acknowledged the inconvenience and safety concerns.

Subsequently, I emailed your office to request a formal cancellation of my contract. In response, I was informed of a large cancellation fee. I must emphasize that, at the time of signing up for the service, I was not made aware of such a substantial penalty in the event of cancellation.

Despite my efforts to cancel the service, my contract remains active and I continue to receive invoices, with the outstanding amount increasing each month. This situation has become unacceptable, particularly given the initial failure to deliver a critical component of the service.

I hereby request that:

My contract with your company be cancelled with immediate effect. Any outstanding charges be waived due to the service failures outlined above. Written confirmation of the cancellation be sent to me within 7 working days. Should this matter not be resolved amicably, I will be left with no option but to escalate it to the relevant consumer protection authorities.

Thank you for your attention to this matter. I look forward to your urgent response.

Sincerely, Vuyo Mkhize