Poor service

Dear Matrix,

Your system and customer service are extremely poor. As a paying customer, I am very disappointed with the way you handle clients who trust you every month with such an important service.

I have been waiting since 6 July 2025 for assistance with my tracker. Despite numerous calls and emails, I have received no real help. Today and everyother day, the car app is not working, and even your call centre was unable to trace my vehicle life location. I called 3 times to ask for life location, they are unable.

Previously, one of your staff members emailed me saying my car was “fine.” When I asked him who told him that on his side, I received no reply. This is unacceptable.

I must remind you that this is a very sensitive and important service I am paying for. A tracker is meant to provide safety and peace of mind — not frustration and endless delays. For weeks, the tracker has shown the car parked in one place for hours or days, even when it isn’t. Your call centre cannot trace it, and a technician who was supposed to call me never did.

If I do not receive a proper solution or my tracker is not fixed by tomorrow, I will escalate this matter to the Ombudsman and the media. I am paying for a service that is not being delivered, and I will not tolerate further excuses.

Please review all my previous emails regarding this same unresolved issue. I expect urgent action.

If I cancel for their s****py service. I am liable for cancelation fee but look at the bad service this is bad!

Regards,