Debicheck Mandate Nightmare!

I have been a Tracker customer since 2015 and cancelled my contract recently due to selling the car. I have never had issues with Tracker before but it seems that these problems only start when you are cancelling your contract!

In April Tracker placed the new Debicheck Mandates on client bank accounts to prevent unpaid debit orders. The problem is they don't seem to understand how the new functionality works! Once my contract was cancelled the Debicheck mandate should have been cancelled but it has been left on my bank account and no one at Tracker seems to understand that only they can cancel the mandate with the bank! Multiple consultants have told me that the mandate does not get cancelled and just remains on the account but why would anyone be happy with that answer??

I am no longer a Tracker customer and therefore they must cancel the Debicheck Mandate with the bank as per the bank and the Debicheck process.

You cannot keep a mandate on someone's account once the contract has been cancelled and ONLY the service provider can remove the mandate!

From Google......

A mandate cancellation may only be initiated by a creditor. A debtor may only suspend a mandate. The creditor has to send through a cancellation request to the bank to delete the mandate from the mandates register

Why would this new process be used by a service provider if they don't understand it? Please can someone from Tracker resolve this.......