DF
Darryl F
1 reviews | Active since Sept 2020
07 Mar 2026, 17:09
Matrix Vehicle Tracking – A Powerfleet Company – Impossible to Cancel Contract
When it comes to customer service, Matrix Vehicle Tracking (a Powerfleet company) has been one of the most frustrating companies I have ever had to deal with.
For over a month I have been trying to cancel my contract. I have emailed repeatedly (and have a full record of every communication) and have called the contact centre numerous times. When you follow the prompts for cancellations, the phone simply rings with no answer. Yet if you call through another option, an agent answers almost immediately.
During one of these calls the agent confirmed she could see all my emails on my profile, which makes the lack of response even more concerning.
Eventually I received a cancellation settlement amount of approximately R1,000, but there was no explanation of how this figure was calculated. I have since requested a copy of my contract and a breakdown of the settlement amount, but again there has been no response.
This level of service is extremely unprofessional. If you are considering a vehicle tracking company, I would strongly recommend looking elsewhere. Based on my experience, Matrix leaves customers completely in limbo when trying to resolve something as simple as cancelling a contract.
It is difficult to understand how Powerfleet believes this is an acceptable customer experience.
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Replies (2)0
Replies (2)
Matrix Vehicle Tracking's replyOfficial
09 Mar 2026, 08:50Good Day Darryl Feldman
Thank you for bringing this matter to our attention. We truly regret the frustration and inconvenience you have experienced.
This is confirmation that we have made contact with you and addressed the above matter.
Cancellations confirmation has been sent to your registered e-mail.
Regards
This is confirmation that we have made contact with you and addressed the above matter.
Cancellations confirmation has been sent to your registered e-mail.
Regards
Customer Care Department
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Matrix Vehicle Tracking's reply09 Mar 2026, 08:50
Official
Good Day Darryl Feldman
Thank you for bringing this matter to our attention. We truly regret the frustration and inconvenience you have experienced.
This is confirmation that we have made contact with you and addressed the above matter.
Cancellations confirmation has been sent to your registered e-mail.
Regards
This is confirmation that we have made contact with you and addressed the above matter.
Cancellations confirmation has been sent to your registered e-mail.
Regards
Customer Care Department
***
***
DF
This type of administrative breakdown is exactly how customers end up being incorrectly handed over for collections or listed, simply because internal teams do not communicate properly.
For the record, I am still waiting for:
Until this information is provided, the issue remains unresolved.
Frankly, the level of internal misalignment between departments at Matrix / Powerfleet is deeply concerning.
Darryl F's updateReviewer Update
12 Mar 2026, 09:18Update following Matrix Vehicle Tracking’s response
Following Matrix Vehicle Tracking’s response here, I would like to provide an update on what has happened since.
On Monday, after posting my review, I received a call from the cancellations department confirming that my contract had already run its full term and that no cancellation or settlement fees were payable.
I subsequently received an email confirming that the contract will be canceled at the end of March. Keeping in mind that I no longer own the car and the contract has lapsed.
During that same call I specifically requested a final statement of account so that I could settle any legitimate outstanding balance before the account was fully closed.
To date, no statement has been provided.
Instead, I have now received a call from the collections department attempting to collect approximately R180, while your system apparently still reflects that R1,000 is owed to settle the account — something that your cancellations department explicitly confirmed is not correct.
This clearly demonstrates that Matrix / Powerfleet’s internal departments are not aligned, leaving customers caught between contradictory information from cancellations and collections.
It is completely unacceptable that:
- I have received confirmation that the contract has been cancelled
- I have still not received a final statement of account
- Yet collections is already attempting to recover money
- Your system still reflects a R1,000 settlement amount that your own team confirmed is incorrect
This type of administrative breakdown is exactly how customers end up being incorrectly handed over for collections or listed, simply because internal teams do not communicate properly.
For the record, I am still waiting for:
- A final statement of account reflecting the exact outstanding balance
- Confirmation that the account has been fully closed and reconciled correctly
- Confirmation that no adverse listing or collection action will occur while this matter remains unresolved
Until this information is provided, the issue remains unresolved.
Frankly, the level of internal misalignment between departments at Matrix / Powerfleet is deeply concerning.
DF
Darryl F's update12 Mar 2026, 09:18
Reviewer Update
Update following Matrix Vehicle Tracking’s response
Following Matrix Vehicle Tracking’s response here, I would like to provide an update on what has happened since.
On Monday, after posting my review, I received a call from the cancellations department confirming that my contract had already run its full term and that no cancellation or settlement fees were payable.
I subsequently received an email confirming that the contract will be canceled at the end of March. Keeping in mind that I no longer own the car and the contract has lapsed.
During that same call I specifically requested a final statement of account so that I could settle any legitimate outstanding balance before the account was fully closed.
To date, no statement has been provided.
Instead, I have now received a call from the collections department attempting to collect approximately R180, while your system apparently still reflects that R1,000 is owed to settle the account — something that your cancellations department explicitly confirmed is not correct.
This clearly demonstrates that Matrix / Powerfleet’s internal departments are not aligned, leaving customers caught between contradictory information from cancellations and collections.
It is completely unacceptable that:
- I have received confirmation that the contract has been cancelled
- I have still not received a final statement of account
- Yet collections is already attempting to recover money
- Your system still reflects a R1,000 settlement amount that your own team confirmed is incorrect
This type of administrative breakdown is exactly how customers end up being incorrectly handed over for collections or listed, simply because internal teams do not communicate properly.
For the record, I am still waiting for:
- A final statement of account reflecting the exact outstanding balance
- Confirmation that the account has been fully closed and reconciled correctly
- Confirmation that no adverse listing or collection action will occur while this matter remains unresolved
Until this information is provided, the issue remains unresolved.
Frankly, the level of internal misalignment between departments at Matrix / Powerfleet is deeply concerning.