Terrible

I am writing to lodge a formal complaint regarding the unauthorised renewal of a tracking contract and the subsequent deactivation of the tracking device installed in my Toyota Hilux.

I previously had two vehicles fitted with Matrix tracking devices:

Toyota Hilux, Registration Number: *** Ford Figo, Registration Number: ***

When the Ford Figo's tracking contract was due for renewal, I informed Pearl (Cell: ***), a Matrix representative based in Bloemfontein, that my son, Kabelo, the vehicle's regular driver, would take responsibility for renewing the contract and making the monthly payments. It was clearly communicated that the new contract should be concluded using his particulars and banking details.

However, to my surprise, Pearl renewed the Ford Figo's contract using my personal information and banking details already stored on the Matrix system, without my authorisation or consent. I regard this as an unauthorised transaction, as I did not authorise the use of my banking details to renew the Ford Figo's tracking contract.

The matter became even more concerning when I discovered, while travelling in Pretoria and attempting to activate the Geo Lock function on my Toyota Hilux, that the tracking device installed in the Hilux had been deactivated. As a result, the vehicle has been left without active tracking protection, exposing it to unnecessary security risks.

My bank records indicate that deductions have continued to be made from my account in respect of the Ford Figo's tracking contract, despite the fact that I never authorised the renewal. At the same time, the tracking service for my Toyota Hilux, which I expected to remain active, was discontinued.

In light of the above, I hereby request that Matrix:

Immediately investigate the circumstances surrounding the unauthorised renewal of the Ford Figo's contract. Refund all amounts that were deducted from my bank account in respect of the Ford Figo's tracking contract without my consent. Reactivate, without delay, the tracking device and all associated services on my Toyota Hilux (Registration Number ***). Provide a written explanation as to how my personal and banking information was used to conclude a contract that I did not authorise. Confirm the corrective measures that will be implemented to prevent a similar occurrence in future.

I trust that Matrix will treat this matter with the seriousness it deserves and provide a written response within seven (7) working days of receipt of this complaint.