Overcharged, ignored and waiting for reply

Good day

I have emailed matrix/mixtelematics 3 times with no reply from them. My query started on 2 August and I would please like assistance on how I can forward my issue to the Ombudsman.

On 26 June 2024 I phoned to cancel my old tracking device and booked an installation for my new vehicle. My old tracker was out of contract and so month to month.

My old vehicle was traded in on 27 June when I got my new one. The new device was installed on 1 July 2024 at my home.

- I was then charged on 1 July for my old car (I traded it in on 27 June). - I was then charged on 1 August for my new car for July, and August AND - I was charged again for my old car (I traded it in on 27 June) on 1 August.

When I originally phoned matrix on 26 June I was told that the old device will be deactivated when the new one is installed. As per one of my emails - I requested that matrix access that call that was recorded on 26 June, and see that I requested the old car to be deactivated. I handed my car over to the dealership on 27 June 2024, but was then charged for July and August for said traded in vehicle.

Up to now, I have since been sent a cancellation email for the old car but no one has addressed the issue of my refund for being charged for the old vehicle when I had called on 26 June 2024 to cancel it. I was told by the call centre agent that on activation of the new tracker, the old one would be deactivated. Now, I am not a part of their company’s employees and so how would I know any different than what I was told by their employee. When I was told that, I am only right to assume that the old car would in fact be cancelled then.

I requested confirmation on when I am receiving my refund, as I did request the tracker to be deactivated before month end June 2024.

No one has gotten back to me about this nearly a month later.