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Dlabongo K

1 reviews | Active since Feb 2015

28 Jul 2025, 12:43

Unauthorised additional services

I am extremely disappointed and frustrated with the service I’ve received from MiX Telematics.

Without my consent or any prior communication, MiX Telematics added extra services to my account. I was never informed, consulted, or made aware of any such changes. I only discovered this when I noticed duplicate debit orders and a suspicious increase in my billing. When I contacted customer service to query the matter, no one could give me a clear explanation or tell me when or how these services were added. One agent even told me that these services are automatically added annually — a practice that was never explained to me at any point during my contract or in any communication.

After making full payment — including an EFT on top of two debit orders that went off on 31 May 2025 — I was told my account was in credit, and that no deduction would go off on 30 June. I confirmed this with a consultant on 2 June, who reassured me that everything was in order.

Despite this, MiX Telematics went ahead and reported me to the credit bureau as having missed the June payment, which is completely false. This action has unfairly damaged my credit score, and I am now being treated as if I were in arrears — when in fact, I was fully paid up and even in credit!

To make matters worse, MiX Telematics customer service has been completely unhelpful, unable to provide any clarity, justification, or resolution. No one can explain: • When I allegedly added extra services • Why I wasn’t informed or asked for consent • Why a false report was sent to the credit bureau • Why the credit bureau listing hasn’t been corrected yet

This is not only ********* but a clear violation of my consumer rights under the Consumer Protection Act, including: • The right to fair and honest dealing (Section 40) • The right to clear and understandable information (Section 22) • The right not to be misled or charged for unsolicited services (Section 39 and 41)

I am demanding the following: 1. Immediate removal of any extra services that I did not request or consent to. 2. A written explanation from MiX Telematics on how and when these services were added. 3. A correct report sent to the credit bureau and removal of any negative listing falsely placed against my name. 4. A formal apology and confirmation that my account reflects only the correct, agreed-upon charges going forward.

If this issue is not resolved urgently, I will escalate the matter to the National Consumer Commission (NCC) and the Credit Ombud, as I am fully within my rights to do so.

0
Replies (4)
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply28 Jul 2025, 13:07
Official
Good Day Dlabongo Khanyiselwa

Thank you for your submission.

We confirm receipt of your inquiry, and the matter has been escalated to the Relevant Department for review.

Please anticipate feedback shortly.

Regards,Customer Care Department***
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply29 Jul 2025, 08:28
Official
Good Day Dlabongo Khanyiselwa 

This is confirmation that the above matter is being investigated.

Once the relevant departments have concluded the matter, you will be contacted.

Regards,Customer Care Department*** 

DK
Dlabongo K's update29 Jul 2025, 20:45
Reviewer Update
I am beyond frustrated with MiX Telematics and the unprofessional, ********* conduct I’ve experienced.

On 31 May 2025, two debit orders of R188.99 went off from my Capitec account, followed by an EFT payment I made myself to settle my account in full. When I contacted MiX Telematics on 2 June, I was told by a consultant that my account was in credit and that no further deductions would be made on 30 June.

Despite this clear confirmation, MiX Telematics still deducted additional fees and later reported to the credit bureau that I had missed a payment in June — which is completely false.

Now they are refusing to remove the incorrect and damaging listing from the credit bureau, even though:

  1. I was in credit (confirmed by their own staff),
  2. I made three payments in May (two via debit order and one EFT),
  3. The additional charges were never agreed to or communicated,
  4. I never requested any extra services — and they still can’t provide proof that I did, even after repeated requests for supporting documentation.
One agent claimed the extra services are added automatically each year, but this was never explained to me, never communicated, and certainly never consented to. This is not only dishonest — it is a blatant violation of my consumer rights under the Consumer Protection Act (CPA):
  • Section 22: Right to clear, understandable, and timely information.
  • Section 40: Prohibition against false, misleading, or deceptive conduct.
  • Section 41: Right not to be misrepresented or misled.
  • Section 54: Right to fair and quality service — including timely correction of errors.
I am demanding the following — without further delay:
  1. Immediate removal of the incorrect listing at the credit bureau and formal confirmation that this has been rectified.
  2. A reversal of all charges related to the falsely added services.
  3. A written explanation and evidence of when and how these services were supposedly added.
  4. A formal apology and correction to reflect my account as up to date, as it was.
I have kept email evidence, call records, and bank statements that prove my position. If this is not resolved immediately, I will take this further with the National Consumer Commission, the Credit Ombud, and the National Credit Regulator (NCR).
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply05 Aug 2025, 09:07
Official
Good day Dlabongo Khanyiselwa,

Thank you for your submission, 
 
Our accounts department  have attempted contacting you by phone without success. 
 
SMS communication was sent through to the registered number. 

Best Regards
Customer Care department
***