Useless!

Good Day

My VW Polo GTI was ****** from Westville Mall Durban on the 21/07/2020. Video footage showed the ******* broke into the car at 09 :25 and drove off at 09:35. I had telephoned Netstar reporting the missing car at approximately 09:55.At this time the person that I was talking to refused to trace\track the car immediately and insisted that : 1) I must first give the make and Colour off the car and other details 2) that they need to know when was the last time I saw the car and when we first realised that the car was missing. 3) since I was not at the site(as my sister was gone shopping), they insisted that they need to talk to her first.

These unacceptable small delays resulted in giving the ******* extra time to disconnect the tracking unit. Netstar located the vehicle in Umlazi but before you could respond the tracking units were removed and we thus lost the car!

To add insult to injury Netstar sent the battery disconnect notification to a previous emergency cell number(contact) and not to the ones that I selected in my renewal in September 2019. The battery disconnect message was sent by you to this old contact at 10:08 but he only received it at 12:10!! None of my emergency contact cell numbers( that was updated in September) received any message.

When I contacted you again at around 1 :30 pm to complain I was again shunted from one person to another. The emergency contact person (Thabang) then reassured me that he will escalate my complaint to the relevant department , email his manager and cc to me the request and that he will immediately follow up after his lunch break. I am still waiting 20hours later!

I need answers to the above and also: 1) I supposedly had an early warning system but Netstar only picked up a problem when the battery was disconnected 33 minutes after the car was ****** 2) Why are your staff given instructions not to start the tracking process immediately even as they are verifying the vehicle and incident notification 3) Why has my updated cell contacts not updated 4) Who is going to compensate me for your multiple errors and delays 5) Will you stop charging for the tracker unit on this car because of your incompetence

Thank you