Failure to recover a hijacked Vehicle and playing dirty with technicalities

Dear Tracker.....are you referring to the response below: ? Good morning Mr/s Mngadi, Thank you for affording us the opportunity to investigate your concern and shed some light on this matter. Firstly I would like to apologise for the delay on my feedback and for any inconvenience caused. You queried the many messages you received from tracker, no trip/ last location report, no proof that the level of cover was explained, no proof that a policy schedule was sent to you, no proof that the terms and conditions was explained, poor service received from Loveness, Installation certificate was not signed by the customer, no application form or call recording provided, address was captured incorrectly and you asked why other contacts were not used for communication purpose. You also confirmed that we furnished you with Terms and Conditions generated in April 2018 while the device was installed in 2013. We investigated the concerns and I hope that our findings may address your concerns in addition to the attached information. On the 27th of November 2013 we received an instruction from the dealership to install a tracking device in your vehicle. This instruction we could unfortunately not trace but we managed to trace the confirmation call to the customer. In addition to the call, the agent sent an sms to ********** 818, see the wording of the SMS below. Welcome to Tracker! We have processed your retrieve product application initiated @ R115p/m Queries/Updates: # ********** 040, Emergencies: # ********** 323, visit our website for full T&C¿s Attached is the installation certificate, the certificate was not signed by the customer as the customer picked the vehicle up after the device was installed. For this reason, the customer could not sign the certificate after the installation as copy would be left for the customer and our technician would sent the other copy through to Tracker. The pre /post - inspection means that the vehicle was inspected before the installation to ensure that the vehicle is in the same condition after the installation. I found a welcome pack that we used prior to 2014 as it includes the conditions that was available on our website at that time. The welcome pack itself is not date stamped but I can assure you that it was the conditions that was used at the time of your contract. Taking the above in order, we can only confirm that we called you and sent you an SMS. We will not be able to proof that the product was or was not explained to you or that the documentation was given or not given to you as you communicated with the dealer in person. The attached welcome pack also includes the products that was available at the time you took the Tracker and it explains the Retrieve product that was installed in your vehicle. We sincerely apologised that your address was captured incorrectly, this could have been an error from our side or it could have been the way that we received the communication. All of the information we have on our records was obtained from the dealer, we are not linked to your insurance company nor are we linked with your finance institution for any additional information. The responsibility is on the customer to ensure that we have correct information at all times. 8. DATA AND PRIVACY 8.1 The Customer hereby acknowledges and agrees that – Personal Information 8.1.1 The Customer is required to furnish Tracker with personal information and other data in terms of the agreement and to allow for the provisions of the services. The Customer undertakes to provide such data and personal information as required in the application and to provide Tracker with amendments to such data and personal information as and when such amendments occur; On behalf of Tracker, I would like to apologize profusely for any poor service you may have experienced when dealing with Loveness. Unfortunately I couldn’t pick up some of the calls that you referred to using the numbers ********** 399 and ********** 18. Please provide us with the day, time and contact number you called from or received the call in order for me to investigate this concern further. We really empathize with your situation/loss; Unfortunately it is impossible for us or any other tracking company to guarantee a recovery. We are very sorry that your vehicle is not recovered as yet, however the sad truth at the moment is that we are up against extremely brutal and often highly sophisticated vehicle *********. Their modus operandi is often to immediately begin stripping a ****** vehicle within seconds of *****ing it. Once again, we really identify with your situation and we in no doubt that our efforts with the SAPS we will do everything in our might to assist you to recover your vehicle. With this in mind, Tracker is unable to accommodate your request for a refund based on no proof that the device was explained to you and that you have not received the terms and conditions. I hope that you find the above in order. Our emergency department will keep you up to date with the activation of vehicle. Kind regards Chennan Venter Customer Services Co-Ordinator T: +*** ___________________________________________

If that is the case....please give me details of the board that governs you...I need to lay a formal complaint or send me your physical address as I will be proceeding with a civil matter! Thank you!