********* Company- Day light ******s

I have been a client since 2009. In Feb 2020 I contacted Netstar as I was selling my car and needed my device transferred. Netstar was to get the car from WebuyCars but was informed that it sold quickly. They struggled to get the contact details of the new owner-I then drove to WeBuyCars and resolved the matter. Nestar contacted the new owner and instead of removing my device they signed a new contract with the owner. They continued to debit both me (R201/month) and the new owner for the same device. I sent follow up emails and was ignored yet debit orders continued. On the first Saturday of August I finally got a call back from stacey who promised a refund for all the months debited. I was informed that if I just cancel I should pay a cancelation fee of about R1200 so I was given options;

1. Get refund and take new contract 2. no refund and pay the balance of the cancellation fee of just over 200 as debit order 3. They were keep the refund and use it to pay for my other device (R179/month) for the next few month. 4. Get refund and I settle the cancellation amount

I also spoke to her supervisor and was offered a new device I.e. another 3 year contract- It was unfair but I needed a device so I agreed. I was promised a call back on the following Tuesday (to facilitate my refund) and a fitment that Wednesday. Iinformed them that debit orders tend to be an issue so I took option 1.

The promised call and installation never happened instead on the thursday a lady at Nestar saw my query and decided to call then I was eventually transferred to the same stacey who assisted me on the Saturday. She apologized made promises and I informed her that I have since decided to go with option 4. She and the supervisor promised that the refund was on it's way and apologies for the bad service. The following morning I get a call from an installation lady and upon enquiry i realized that she was sent the request for installation after we agreed on a cancellation.

Today Nestar debits me R1641.72; so they decided not refund and also charged me for the cancelation.... how is this ethical? I have no device for the said car; I have been debited for months for services that were not rendered and Nestar failed when I attempted to give them an opportunity to remedy the situation.

Bring out your recorders and listen to yourselves then come back to me.

Regards; Thabile.