Unfair Cancellation Policy and No Customer Support

Item: Matrix Vehicle Tracking
Rating: 1
Author: Lebo T

I have been trying to cancel my Matrix contract for weeks due to poor service. I’ve sent multiple emails and received no replies. I’ve called numerous times and even got hung up on by a consultant. I’ve asked for a copy of the cancellation policy, and was told there isn’t one. Now I’m being forced to stay for 36 months or pay an unreasonable cancellation fee—despite not getting proper service.

This goes against the Consumer Protection Act, which allows me to cancel with 20 business days’ notice and a reasonable penalty. I am asking Matrix to respond to my cancellation request, provide transparency about fees, and stop ignoring customers.

Helpful (0)

Replies (2)

Matrix Vehicle Tracking's replyOfficial

26 May 2025, 11:45

Good Day Lebo,

Thank you for your review.

As per the contract you have with us there is a settlement amount when requesting cancellations before the 36 months lapses.

We hope this resolves your query, if not please get in touch by sending us an email or an inbox message on Facebook.

Have a great day.

Regards
CustomerCare Department
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Matrix Vehicle Tracking's reply26 May 2025, 11:45

Official

Lebo T's updateReviewer Update

26 May 2025, 12:03

Thank you for your response. Unfortunately, it does not resolve my issue. I have sent multiple emails with no reply and continue to pay for a service I am not receiving. I cannot keep paying for a service I’m not using. Whenever I need assistance, my emails go unanswered, or the call center hangs up on me. I want to cancel the contract entirely because the service has proven to be useless

Lebo T's update26 May 2025, 12:03

Reviewer Update