Poor Services

---------- Forwarded message --------- From: Johan Rowan Jacobs <***> Date: Thu, 25 Sept 2025 at 11:53 Subject: Re: KJB971EC To: CXSupport <***>

Good day,

Thank you for your response, but

It looks like you guys don't understand what I'm saying, please escalate this matter to the Managing Director/CEO of Matrix, because according to the law I have the right to request my complaint to be escalated to the highest authority in a company if I'm not satisfied with your feedback, I need a thorough investigation to be done in order to find out what is the root cause of the problem that I'm experiencing,

Will wait to hear from you,

Thank you,

Johan Jacobs

On Thu, 25 Sep 2025, 08:58 CXSupport <***> wrote: Good day

Hope this email finds you well.

Please note that the update of the app it depends on the reception.

It does update on time.

Kind Regards

Lebogang Motaung

Customer Experience Admin Consultant

--------------- Original Message --------------- From: Johan Rowan Jacobs [***] Sent: 2025/09/19, 14:15 To: ***; *** Subject: KJB971EC

Good day,

Regarding the above mentioned vehicle, when I`ve checked on the app/laptop, the location where the vehicle was located is not what it actually is, it takes long to update and that's a problem for me,

I monitored the vehicle(19/09/2025 between 13:05 and 13:55) and it was already at my residence(51 Pagoda Street, Buffalo Flats, Extension 2 to 7, East London, Eastern Cape, 5209), but on the app as well as the laptop it was still showing the previous location where it was,

Please investigate and rectify, because the app is already updated,

Lastly, When I accidently pressed the panic button, they call me but if I don`t answer(maybe I forgot my phone at home/it is on charge and I`m not near to it to hear it, etc) then there is no other action after that, example, what is going to happen if I`m really in a emergency and I`m unable to answer because I`m being hijacked/I can't answer the phone because of the hijackers, are you only going to phone once or twice and leave it, The panic button is there for our safety and if your consultants can`t do the job properly then it is of no use to us as customers, because you don`t make sure that we are safe if the panic button get pressed,

Will wait to hear from you,

Johan Jacobs

Thank you,

Johan Jacobs - ***

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