Disgusting customer service, poor management; Eustacia Roberts and her team doesn't have respect for customers

If there were a negative 10 rating, I would give it. I am frustrated by the way Netstar or their outsourced call center is treating me. I had a Netstar tracker on a vehicle I decided to sell in March 2021. In April 2021, I contacted Netstar and informed them that I have sold my car and I am canceling the tracking subscription.

The first agent I spoke to informed me that I have to pay a cancellation fee of about R1500.00, and I told her I was not aware, and no one informed me about this when I subscribed. I then requested her to provide me with my call recording saved when I signed up for this as it was done telephonic, and I said if there was a mention of this cancellation fee and I have agreed to it, I will pay.

The agent said she would log a call, and it will take about 14 working days to get the recording (Stone age?). A few days later, I called to follow up; the 2nd agent then said there was no call logged and he will log a call. I called again after two weeks to follow up; the lady I spoke to told me she would send an escalation Email to Stacey Roberts, who is their manager. Stacey never called me.

I then called and demanded to speak to Stacey; when she took a call, she was not remorseful, Stacey was rude and told me she never received any escalation about me, and she deals with many customers and wouldn't know or remember about me.

Stacey then said she would log a request, and she doesn't know when they will get my call recording. This happened on the 13th of May. On the 14th of May 2021, she sent me an email stating that she requested my call recording from their IT department, and feedback will be provided shortly.

Stacey got back to me; on the 29th of May 2021, I sent her a follow-up email, which, to date, she has ignored.

Define TCF for me and tell me it is practiced here. Failing to provide something as simple as a call recording makes you wonder if they are even close to being compliant with the POPIA.