RB
Ranate B
1 reviews | Active since Jul 2024
12 Nov 2025, 10:29
Failure of Netstar Tracking System and Ongoing Regulatory Investigations
My Toyota Fortuner was ****** on 11 Aug 2025. The Netstar tracker was located, but the car was never recovered. I’ve contacted Netstar repeatedly since September, but have received no explanation or compensation. When I asked for answers, a representative claimed that as the vehicle owner, I’m “not relevant”, Even though it’s my car and my loss.
I’ve since opened complaints with MIOSA, the National Consumer Commission, and the FSCA. This experience shows that the system fails when consumers need it most.
I would not recommend Netstar until they take responsibility for their product failures and lack of communication.
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Replies (7)0
Replies (7)
Netstar's replyOfficial
12 Nov 2025, 10:55Good day Boni,
Thank you for your correspondence.
We have submitted a response to MIOSA regarding your query and have also contacted the main member.
Should you require any further assistance, please do not hesitate to reach out to us. We will be happy to assist you.
Regards,
Netstar
Thank you for your correspondence.
We have submitted a response to MIOSA regarding your query and have also contacted the main member.
Should you require any further assistance, please do not hesitate to reach out to us. We will be happy to assist you.
Regards,
Netstar
Netstar's reply12 Nov 2025, 10:55
Official
Good day Boni,
Thank you for your correspondence.
We have submitted a response to MIOSA regarding your query and have also contacted the main member.
Should you require any further assistance, please do not hesitate to reach out to us. We will be happy to assist you.
Regards,
Netstar
Thank you for your correspondence.
We have submitted a response to MIOSA regarding your query and have also contacted the main member.
Should you require any further assistance, please do not hesitate to reach out to us. We will be happy to assist you.
Regards,
Netstar
RB
Ranate B's updateReviewer Update
13 Nov 2025, 14:55Tracking Failure + POPIA Concerns + No Accountability from Netstar & OUTsurance
My Toyota Fortuner was ****** on 11 August 2025. The Netstar tracking device was later found in Soweto — but the vehicle itself was never recovered.
My Toyota Fortuner was ****** on 11 August 2025. The Netstar tracking device was later found in Soweto — but the vehicle itself was never recovered.
After the theft, I discovered a serious issue:
Netstar and OUTsurance processed my vehicle’s data, VIN, registration and movement information without ever verifying that I was the registered owner, and when I requested accountability, both companies told me I had “no rights” because I was not the “main member.”
Netstar and OUTsurance processed my vehicle’s data, VIN, registration and movement information without ever verifying that I was the registered owner, and when I requested accountability, both companies told me I had “no rights” because I was not the “main member.”
This is not just poor service — it raises POPIA concerns, T&C contradictions and systemic risk, since anyone could insure or track a vehicle without the actual owner’s knowledge or consent.
I have formally escalated this matter to MIOSA, NCC, FSCA and the POPIA Information Regulator.
I am requesting accountability, transparency and compensation for the loss caused by a service that failed when it mattered most.
RB
Ranate B's update13 Nov 2025, 14:55
Reviewer Update
Tracking Failure + POPIA Concerns + No Accountability from Netstar & OUTsurance
My Toyota Fortuner was ****** on 11 August 2025. The Netstar tracking device was later found in Soweto — but the vehicle itself was never recovered.
My Toyota Fortuner was ****** on 11 August 2025. The Netstar tracking device was later found in Soweto — but the vehicle itself was never recovered.
After the theft, I discovered a serious issue:
Netstar and OUTsurance processed my vehicle’s data, VIN, registration and movement information without ever verifying that I was the registered owner, and when I requested accountability, both companies told me I had “no rights” because I was not the “main member.”
Netstar and OUTsurance processed my vehicle’s data, VIN, registration and movement information without ever verifying that I was the registered owner, and when I requested accountability, both companies told me I had “no rights” because I was not the “main member.”
This is not just poor service — it raises POPIA concerns, T&C contradictions and systemic risk, since anyone could insure or track a vehicle without the actual owner’s knowledge or consent.
I have formally escalated this matter to MIOSA, NCC, FSCA and the POPIA Information Regulator.
I am requesting accountability, transparency and compensation for the loss caused by a service that failed when it mattered most.
RB
Ranate B's updateReviewer Update
14 Nov 2025, 10:45Good day Netstar,
Thank you for your response; however, your reply completely avoids the actual complaint and confirms the very problem now under investigation by all four regulators.
To clarify:
1. I am the registered owner of the ****** vehicle.
Netstar processed MY vehicle’s VIN, registration details, tracking data and telematics.
Therefore, under POPIA, I am the data subject, regardless of who paid the subscription.
Therefore, under POPIA, I am the data subject, regardless of who paid the subscription.
2. POPIA protects the data subject, not the “account holder.”
Your continued insistence on only recognising the subscriber (my brother) — while processing MY vehicle and MY data — is exactly why this matter is now with:
- MIOSA (Case 510517)
- NCC (CC2025/11/0322)
- FSCA (1-323928)
- Information Regulator – POPIA (POPIC***5)
3. My complaint is NOT about account admin — it is about:
- a failed tracking service,
- POPIA violations,
- the loss of my vehicle,
- contradictions in your Terms & Conditions,
- and your refusal to communicate with the data subject.
None of this was addressed in your response.
4. Please answer the actual complaint My request remains:
4. Please answer the actual complaint My request remains:
- A written explanation for the tracking failure
- Netstar’s POPIA basis for processing data without verifying ownership
- Confirmation of your submission to MIOSA
- A compensation proposal for the financial loss caused by your service failure
I will note your response (or lack thereof) in my regulatory files. Kind regards,
Ms Ranate Boni
Registered Vehicle Owner & Data Subject
Ms Ranate Boni
Registered Vehicle Owner & Data Subject
RB
Ranate B's update14 Nov 2025, 10:45
Reviewer Update
Good day Netstar,
Thank you for your response; however, your reply completely avoids the actual complaint and confirms the very problem now under investigation by all four regulators.
To clarify:
1. I am the registered owner of the ****** vehicle.
Netstar processed MY vehicle’s VIN, registration details, tracking data and telematics.
Therefore, under POPIA, I am the data subject, regardless of who paid the subscription.
Therefore, under POPIA, I am the data subject, regardless of who paid the subscription.
2. POPIA protects the data subject, not the “account holder.”
Your continued insistence on only recognising the subscriber (my brother) — while processing MY vehicle and MY data — is exactly why this matter is now with:
- MIOSA (Case 510517)
- NCC (CC2025/11/0322)
- FSCA (1-323928)
- Information Regulator – POPIA (POPIC***5)
3. My complaint is NOT about account admin — it is about:
- a failed tracking service,
- POPIA violations,
- the loss of my vehicle,
- contradictions in your Terms & Conditions,
- and your refusal to communicate with the data subject.
None of this was addressed in your response.
4. Please answer the actual complaint My request remains:
4. Please answer the actual complaint My request remains:
- A written explanation for the tracking failure
- Netstar’s POPIA basis for processing data without verifying ownership
- Confirmation of your submission to MIOSA
- A compensation proposal for the financial loss caused by your service failure
I will note your response (or lack thereof) in my regulatory files. Kind regards,
Ms Ranate Boni
Registered Vehicle Owner & Data Subject
Ms Ranate Boni
Registered Vehicle Owner & Data Subject
RB
Ranate B's updateReviewer Update
14 Nov 2025, 16:19Good day Netstar,
This is now the second time you have repeated the same sentence without addressing the substance of my complaint.
For clarity:
1. I am the registered owner of the ****** vehicle.
The tracking device was installed in my vehicle, which makes me the data subject under POPIA regardless of who paid the subscription.
2. POPIA does not recognise “account holder” as the only party with rights.
The law protects the data subject, not the payer of the subscription.
Netstar processed MY vehicle’s VIN, MY registration details, MY telematics and MY location data — without verifying consent or ownership.
Netstar processed MY vehicle’s VIN, MY registration details, MY telematics and MY location data — without verifying consent or ownership.
This issue is now formally under investigation by the Information Regulator (Case: POPIC***5).
3. You have still not answered any part of my actual complaint:
- Why the tracking device failed
- Why it was so easily removed
- Why my vehicle was not recovered
- Why Netstar did not verify lawful ownership
- Why Netstar refuses to engage with the owner
- Why Netstar communicated only with the subscriber
- What compensation is being offered
- What Netstar submitted to MIOSA
4. Netstar’s repeated refusal to engage the registered owner is unacceptable Your identical reply only reinforces the pattern of non-cooperation already noted by:
- MIOSA (510517)
- NCC (CC2025/11/0322)
- FSCA (1-323928)
- Information Regulator POPIA (POPIC***5)
5. Please address the complaint — not the account admin I expect Netstar to respond to the actual issues, including: • tracking failure
• POPIA justification
• verification failure
• compensation
• service failure
• T&C contradictions I will be adding your repeated non-response to all regulator case files. Kind regards,
Ms. Ranate Boni
Registered Vehicle Owner & Data Subject
• POPIA justification
• verification failure
• compensation
• service failure
• T&C contradictions I will be adding your repeated non-response to all regulator case files. Kind regards,
Ms. Ranate Boni
Registered Vehicle Owner & Data Subject
RB
Ranate B's update14 Nov 2025, 16:19
Reviewer Update
Good day Netstar,
This is now the second time you have repeated the same sentence without addressing the substance of my complaint.
For clarity:
1. I am the registered owner of the ****** vehicle.
The tracking device was installed in my vehicle, which makes me the data subject under POPIA regardless of who paid the subscription.
2. POPIA does not recognise “account holder” as the only party with rights.
The law protects the data subject, not the payer of the subscription.
Netstar processed MY vehicle’s VIN, MY registration details, MY telematics and MY location data — without verifying consent or ownership.
Netstar processed MY vehicle’s VIN, MY registration details, MY telematics and MY location data — without verifying consent or ownership.
This issue is now formally under investigation by the Information Regulator (Case: POPIC***5).
3. You have still not answered any part of my actual complaint:
- Why the tracking device failed
- Why it was so easily removed
- Why my vehicle was not recovered
- Why Netstar did not verify lawful ownership
- Why Netstar refuses to engage with the owner
- Why Netstar communicated only with the subscriber
- What compensation is being offered
- What Netstar submitted to MIOSA
4. Netstar’s repeated refusal to engage the registered owner is unacceptable Your identical reply only reinforces the pattern of non-cooperation already noted by:
- MIOSA (510517)
- NCC (CC2025/11/0322)
- FSCA (1-323928)
- Information Regulator POPIA (POPIC***5)
5. Please address the complaint — not the account admin I expect Netstar to respond to the actual issues, including: • tracking failure
• POPIA justification
• verification failure
• compensation
• service failure
• T&C contradictions I will be adding your repeated non-response to all regulator case files. Kind regards,
Ms. Ranate Boni
Registered Vehicle Owner & Data Subject
• POPIA justification
• verification failure
• compensation
• service failure
• T&C contradictions I will be adding your repeated non-response to all regulator case files. Kind regards,
Ms. Ranate Boni
Registered Vehicle Owner & Data Subject
RB
Ranate B's updateReviewer Update
14 Nov 2025, 17:20My Response to Netstar (re: repeated “letter to my brother” reply):
Netstar, your repeated response — that a letter will be sent to my brother — ignores both the substance of my complaint and your legal obligations.
I am the registered owner of the ****** vehicle.
I am the one who suffered the financial loss.
I am the person whose property your device failed to protect.
I am the one who suffered the financial loss.
I am the person whose property your device failed to protect.
Let’s be clear:
🔒 Breach of Your Own Terms & Conditions
Your contract explicitly states that if Netstar breaches a material term, the subscriber (my brother) is entitled to give written notice, after which you have 20 business days to resolve the breach — or face cancellation and a claim for damages.
It has now been well over 20 business days since I first notified Netstar in writing on 5 September 2025. There has been no resolution, no compensation, and no meaningful engagement.
📜 Breach of the Consumer Protection Act – Section 54
Under the CPA, consumers are entitled to services that:
- Perform to a reasonable standard
- Fulfill the purpose for which they were sold
- Are corrected within 20 business days once a failure is reported
Netstar has failed all three. At this point, the failure is no longer just technical — it is legal and reputational. This matter remains under formal investigation by:
- MIOSA – Case 510517
- NCC – Ref CC2025/11/0322
- FSCA – Ref 1-323928
- Information Regulator (POPIA) – Ref POPIC***5
You are now officially in breach of contract and in breach of national consumer law.
RB
Ranate B's update14 Nov 2025, 17:20
Reviewer Update
My Response to Netstar (re: repeated “letter to my brother” reply):
Netstar, your repeated response — that a letter will be sent to my brother — ignores both the substance of my complaint and your legal obligations.
I am the registered owner of the ****** vehicle.
I am the one who suffered the financial loss.
I am the person whose property your device failed to protect.
I am the one who suffered the financial loss.
I am the person whose property your device failed to protect.
Let’s be clear:
🔒 Breach of Your Own Terms & Conditions
Your contract explicitly states that if Netstar breaches a material term, the subscriber (my brother) is entitled to give written notice, after which you have 20 business days to resolve the breach — or face cancellation and a claim for damages.
It has now been well over 20 business days since I first notified Netstar in writing on 5 September 2025. There has been no resolution, no compensation, and no meaningful engagement.
📜 Breach of the Consumer Protection Act – Section 54
Under the CPA, consumers are entitled to services that:
- Perform to a reasonable standard
- Fulfill the purpose for which they were sold
- Are corrected within 20 business days once a failure is reported
Netstar has failed all three. At this point, the failure is no longer just technical — it is legal and reputational. This matter remains under formal investigation by:
- MIOSA – Case 510517
- NCC – Ref CC2025/11/0322
- FSCA – Ref 1-323928
- Information Regulator (POPIA) – Ref POPIC***5
You are now officially in breach of contract and in breach of national consumer law.
Netstar's replyOfficial
14 Nov 2025, 18:06Good day Boni
Please be advised that your query has been escalated to our internal team. Should you require any further assistance, please don’t hesitate to reach out to us, we will be happy to assist you.
Kind regards,
Netstar
Please be advised that your query has been escalated to our internal team. Should you require any further assistance, please don’t hesitate to reach out to us, we will be happy to assist you.
Kind regards,
Netstar
Netstar's reply14 Nov 2025, 18:06
Official
Good day Boni
Please be advised that your query has been escalated to our internal team. Should you require any further assistance, please don’t hesitate to reach out to us, we will be happy to assist you.
Kind regards,
Netstar
Please be advised that your query has been escalated to our internal team. Should you require any further assistance, please don’t hesitate to reach out to us, we will be happy to assist you.
Kind regards,
Netstar
RB
Ranate B's updateReviewer Update
14 Nov 2025, 18:18“Escalated to our internal team” has been your response for over two months — without any resolution, accountability, or direct communication with me as the vehicle owner.
This is now beyond delay — it’s a clear pattern of avoidance.
Here are the facts:
- My vehicle was ****** on 11 August 2025
- Your device failed to recover it
- My formal complaint was lodged on 5 September 2025
- You’ve exceeded the 20-business-day CPA and contract breach window
- You continue refusing to address me, the registered owner, despite processing my vehicle and location data
This is not just customer neglect — it’s now a legal and reputational liability. You are:
- In breach of your own Terms & Conditions
- In breach of Section 54 of the CPA
- Under active investigation by MIOSA, NCC, FSCA, and POPIA
Escalating “internally” while saying nothing publicly or legally isn’t a solution — it’s a delay tactic. And I’m not going anywhere. Kind regards,
Ms. Ranate Boni
Ms. Ranate Boni
RB
Ranate B's update14 Nov 2025, 18:18
Reviewer Update
“Escalated to our internal team” has been your response for over two months — without any resolution, accountability, or direct communication with me as the vehicle owner.
This is now beyond delay — it’s a clear pattern of avoidance.
Here are the facts:
- My vehicle was ****** on 11 August 2025
- Your device failed to recover it
- My formal complaint was lodged on 5 September 2025
- You’ve exceeded the 20-business-day CPA and contract breach window
- You continue refusing to address me, the registered owner, despite processing my vehicle and location data
This is not just customer neglect — it’s now a legal and reputational liability. You are:
- In breach of your own Terms & Conditions
- In breach of Section 54 of the CPA
- Under active investigation by MIOSA, NCC, FSCA, and POPIA
Escalating “internally” while saying nothing publicly or legally isn’t a solution — it’s a delay tactic. And I’m not going anywhere. Kind regards,
Ms. Ranate Boni
Ms. Ranate Boni