UNACCEPTABLE SERVICE, INCORRECT BILLING, POOR TRACKER INSTALLATION AND FAILURE TO ASSIST

UNACCEPTABLE SERVICE, INCORRECT BILLING, POOR TRACKER INSTALLATION AND FAILURE TO ASSIST

I am extremely disappointed and angry with the level of service I have received from your company. The way my account and vehicle have been handled is completely unacceptable, and I regret having signed up for your services.

When I signed up, the agent who assisted me clearly did not understand the packages your company offers. I was placed on a Bronze package for R459 per month, after which the agent added the individual services required by my insurance, instead of putting me on the correct Gold package for R229 per month. This resulted in me paying more than I should have been paying because of your agent's lack of knowledge and incompetence.

After I contacted your company to correct the billing, the agent changed my package and then called me, telling me that I needed to have a tracker removed from my vehicle. I questioned this because I only had one tracker installed in my car. Instead of properly investigating the matter, I was simply told to visit my nearest fitment centre because they would know what to do.

I subsequently took my vehicle to A-Z, where the technicians inspected the system and confirmed that there was only one tracker installed. They explained that your agent had apparently created two accounts, making it appear as though my vehicle had two trackers. How can your own staff create this confusion and then expect me, as the customer, to waste my time correcting a mistake that your company made?

The situation became even more concerning when the technician discovered that the tracker installation had been done poorly. This was causing my vehicle's battery to drain. The technician had to redo the installation from scratch, and only after this was done did the battery-draining problem stop.

Because of your company's poor workmanship, I had to purchase a new battery. I requested a refund for this expense, but nobody has bothered to get back to me with an update or a resolution. This lack of communication and accountability is absolutely unacceptable.

I also experienced a serious concern with your Geo Lock service. When the vehicle was being driven without Geo Lock being switched off, your company failed to call me. What is the point of paying for a vehicle security service if you fail to contact me when there could be a potential security risk? What would have happened if my vehicle had actually been ******? This is a serious concern that deserves a proper explanation, not silence.

To make matters worse, I dealt with a manager by the name of Puseletso, who was rude and unwilling to assist me with my request. Instead of taking ownership of the situation and trying to resolve the issues, she told me there was nothing that could be done. This is not the level of professionalism or customer service I expect from a company that I pay every month.

I have now decided to cancel my package, only to be told that I must drive to the nearest installer to have the very same device your company installed removed, and that I must also pay for the removal. This is absolutely ridiculous! After the incorrect billing, the unnecessary confusion caused by your agent, the poor installation that resulted in my battery draining, the lack of response to my refund request, and the poor treatment I received from your manager, you still expect me to spend more of my own money and time to correct matters relating to your service.

I am beyond frustrated with the way I have been treated. I have paid for a service that has caused me unnecessary inconvenience, additional expenses, and serious concerns about the reliability of the security system protecting my vehicle. At every stage, I have had to chase your company for answers instead of receiving the service and support I am paying for.

I want this matter escalated to someone who is willing to take responsibility and resolve it properly. I expect the following:

A clear explanation of why I was placed on the incorrect package and overcharged.

A response to my outstanding refund request for the replacement battery.

A proper investigation into the poor tracker installation and the failure to contact me regarding the Geo Lock issue.

Confirmation of whether the tracker removal fee can be waived, given the problems and inconvenience I have experienced with your service.

Written confirmation of my cancellation and a clear explanation of any remaining charges, including the basis for the removal fee.

I am not prepared to continue being passed from one employee to another while nobody takes accountability. I expect a written response addressing each of these issues and a reasonable resolution.

The service I have received has been unacceptable from beginning to end. I expect your company to take this complaint seriously and resolve it without putting me through any more unnecessary inconvenience.