Extremely Poor Service and No Communication from Tracker

Extremely Poor Service and No Communication from Tracker

I am extremely disappointed with the service I have received from Tracker following the passing of my father.

I notified Tracker on 7 July 2026 of my father's passing and requested assistance with transferring the account into my mother's name. Despite this, I received no meaningful communication for an extended period and had to repeatedly follow up just to get feedback.

Eventually, Mapula responded and requested the executorship letter and the ID of the new account holder. We provided both requested documents to her on the same day, 20 August 2026.

Since providing the requested documentation, we have heard absolutely nothing further.

What is particularly frustrating is that Tracker's own Legal Department informed us that deceased estate queries received during the month would be attended to between the 25th and the last working day of that month. Despite supplying everything requested before this period, we are still left without any update, confirmation of progress, or indication of when the transfer will be completed.

We have also made Tracker aware that the bank account currently linked to the debit order will be closed, meaning that no further debit orders will be able to be processed from that account. This makes the lack of urgency and communication even more concerning.

It should not be this difficult to get basic communication and assistance from a company regarding an account transfer following the death of a family member.

The biggest issue is not even the transfer itself — it is the complete lack of communication and the fact that we constantly have to chase Tracker for responses.

I sincerely hope that someone at Tracker takes responsibility for this matter and contacts us to resolve it. This has been an unnecessarily frustrating experience during an already difficult time for our family.