Worst Service ever received

Dear Kaya / Mix Telematics,

Who reached an agreement? This statement reads as if both parties made an agreement, which is not the case.

I was contacted and informed of this yesterday (to which the first response was posted on here that someone had contacted me), to which i stated that i want this to be taken further and that you need to act in good will, as this is a service failure on your behalf, to which the lady said she would. Now i receive this feedback here and no one contacted me again?

I guess we'll communicate through a public forum then.

Notes
- You incorrectly debited me 4 months in a row, Feb - May 2021
- I reversed all of these debit orders
- I believe twice (might have been once), you double debited me, to make up for the previous months
- Each time i revered a debit order, the bank charged me R5.
- I Clearly shouldn't be arguing about the phone record, as i cannot remember who and on which date i contacted you, as i didn't think I'd need to keep a record of this, thus I'll drop this.
- On the 17th of March, i received an Email stating i owe you for 2 months, which is the date i started tracking everything.
- On this day, i informed you again of this, and per discussion with the lady yesterday, you acknowledge this date.
- You then debited my account again in April and May
- You have already acknowledged that May needs to be credited to my account

Where we are
I requested that this be relooked at yesterday, for 2 main reasons
1. I contacted you on numerous occasions, to which i had zero response, you only responded to me once i came onto Hellopeter - you might as well not have an email address or provide references numbers as this is clearly not an effective communication channel
2. Given your lack of response to me, this is a service failure on your behalf, and you need to act in goodwill with your client base, not to mention the anxiety you caused everytime i received an Email or SMS from you stating i owe you money, to which i had to take time, to try and contact you and to find a resolution.

What our options are from here:
1. My account gets credited in full, as per the ask
2. My account gets credit partially, i don't mind paying for Feb, given neither of us can prove otherwise, and you act in goodwill - This will be for R115.52
3. My account gets credit partially, i don't mind paying for Feb and until the 17th of March, and you act in goodwill - This will be for R115.52 + R63.35
4. Given that you state there is a 30 day notice period, this means that the contract lapsed on the 16th of April, and i would owe you R115.52 + R115.52 + R61.61
5. You keep to your statement that i owe you for Feb, Mar and Apr = R115.52 *3

I will be taking option 5 forward to the Ombudsman, given all of the failures mentioned above.
What ever the outcome, i demand that my personal bank account be credited with the debit order for May, as well as the R5 i was charged by the bank to reverse this debit order. This is for an amount of R115.52 + R5 = R120.52.

Any remaining amounts i may then owe you, i will pay over. I do not want my Mix Telematics account credited with any amounts, i want the money owed to me, paid back into my account, unless if option 1 above is taken, as this would be a zero sum, and I'll stand down on the R5 owed to me

Regards
Marcel

Hi Kaya,

I will pull the statements and send through.
Any response to the rest of my feedback?

Regards
Marcel

Hi Kaya,

Please note that i am still awaiting the contract stipulation / recording regarding the 1 month calendar notice vs 30 days, as per telephonic conversation.

Regards
Marcel

Hi Kaya

Please note that I am still awaiting feedback regarding the recording / T&Cs of the contract.
In this time, you have debited my account for the amount of 3 debit orders *******ly, as
1. I have not given you consent to do so, as you have clearly stated that you have cancelled my contract,
2. we have not resolved this dispute yet.

Then also confirm, assuming I do not take any further legal action against you, only for the time and effort involved in doing so, that this account has a R0 balance against it from your perspective.

Please send the T&Cs at your earliest convenience.

Please also provide me with the contact details of the Ombudsman that governs your business, as well as the contact details of you complaints department and your legal office.

Regards
Marcel

Thank you, looking forward to that.

Any feedback regarding the rest of my request for information?
Also, please send the recording on email.

Regards
Marcel

Hello,

Please note that I still have not received the email. I did confirm the email address on the call with the agent.

Then please also confirm the above request regarding the assumption around the balance being R0

Hi,

Please resend to the original email, and failure of if not being delivered, lets schedule a call for me to listen to it.

Please also respond to my other request on the 26th of Jul, 12:14.

Regards
Marcel

Hello,

Please can someone who knows what they are doing contact me to discuss this, as this is beyond ridiculous.

You have informed me that i owe you R462.08, which is the equivalent of 4 debit orders.
You have stated that the month of May, will be credited to me, which now meant that i owe you R346.56. I received an email from you on the 7th of July 2021, stating this amount.

Then, as per my feedback on the 26th of July, i stated that you have incorrectly debited my account (as we have not resolved this resolution), on the 26th of July for R115.52 and the 15th of July for R231.04.

Now all i am asking, and this shouldn't be rocket science, is the following.

On the 7th you stated I owe you R346.56. On the 15th and the 26th, you took R115.52 and R231.04 from my account (*******ly). Thus my question was, is my account now reflecting a R0 balance on your side as -R346.56 + R115.52 + R231.04 = R0. But to your latest feedback, you state that my account is still in arrears. Or are you stating that my account was in arrears? Its important that we get the right interpretation across here.

I want you to confirm that my account is either still in arrears, or is now at a R0 balance.
As stated, i will probably just leave it here, if you can confirm this, as the hassle of dealing with this is not worth R360 to me. But, if you however cannot confirm this, then this means that your accounting backend is flawed, and i would need to understand why, and ensure that you do not continue to debit my account further.

Then i also asked you to provide me with you Ombudsman's details, as well as your legal departments details. Reason i asked for this, is that i will take further legal action against you if you cannot confirm that my account is at a R0, or if you continue to debit my account.

Regards
Marcel

Hello,

I will try 1 last time as I cannot understand how this company is so ***********.

Please can i have the contact details of your ombudsman. This will now be the 5th time that I am asking for this information.

Secondly, i ask you to provide confirmation of my account status, as i was debited on the 26th of July, you then send me a statement for all transactions prior to the 25th of July.
Please can you just confirm, that as per your statement, that i do not owe you any money, as you still have not confirmed if my account is still in arrears, or was in arrears.

I am at a loss of words here...