Formal complaint: extremely poor service and unjustified billing

I am extremely dissatisfied with Tracker and the way my "account" has been handled. The entire experience has been deeply concerning, and I would not recommend Tracker to anyone.

I was previously insured with my former car insurance provider for more than 4 years. During that time, a Tracker device was installed in my vehicle as part of my previous insurance arrangement. The Tracker device and service were therefore associated with my previous insurance policy, and I had never independently subscribed to a Tracker service or entered into a separate Tracker subscription in my own capacity.

When I cancelled my previous insurance in July 2026 and moved to a different car insurance provider, I was not informed that there would be any change to my Tracker arrangement. I therefore reasonably understood that the Tracker service associated with my previous insurance would simply become null and void.

I subsequently received an SMS from Tracker on 21 Aug 2026 informing me that the Tracker subscription would now become my responsibility and that I would apparently be liable for the subscription, and that my account would now be debited.

I immediately contacted Tracker to clarify this. During that conversation, I was initially told that my account would now be debited. When I questioned this and explained that I had changed insurance providers, I was then specifically told that I could ignore the SMS because it was not applicable to me. I was further informed that my banking details were not even on the Tracker system, which confirm that I did not have an active Tracker subscription or policy with Tracker.

Based on this information provided directly by Tracker, I had every reason to believe that there was nothing further I needed to do. But approximately one week later (27 Aug 2026), I received an invoice from Tracker demanding payment.

I contacted Tracker again, understandably extremely concerned and frustrated by this contradiction. On this occasion, I spoke to a completely different representative who informed me, in her exact words, that I had "previously been given the wrong advice". This in itself is completely unacceptable.

I was then effectively given the choice of paying an invoice for a service that I had never subscribed to, or having the matter handed over to a debt collector. The representative specifically advised that failure to pay could result in debt collection action, which is particularly alarming given the potential consequences that such action could have for a person's credit record.

I ultimately felt forced to make the payment simply to avoid the threat of the account being handed over, despite the fact that I had never entered into a Tracker subscription.

The explanation I was initially given was that this was because I had not retained my previous car insurance for more than 3 years. I immediately disputed this, because I had been with my previous insurer for more than 4 years (since June 2022 until July 2026). Therefore, even the explanation provided for why I supposedly remained liable did not correspond with my actual circumstances.

What makes this situation particularly unacceptable is that this was not a case where I simply ignored communications or failed to cancel something. I proactively contacted Tracker for clarification before the invoice was issued and was explicitly told by Tracker that the SMS did not apply to me and could be ignored. I re**** on that information in good faith.

Tracker then subsequently reversed that position, acknowledged that I had been given incorrect information, issued an invoice anyway, and placed me in a position where I felt compelled to pay under the threat of debt collection.

Even after the matter was supposedly cancelled, I was told that Tracker cannot confirm that I will not be charged again for September, because they apparently have a 30-day cancellation policy.

This is utterly unacceptable. How can a company demand payment from a customer based on a subscription that the customer never entered into, provide contradictory information when the customer actively seeks clarification, acknowledge that incorrect advice was given, and then still leave the customer uncertain about whether further charges will be taken?

The entire experience has left me extremely concerned about Tracker's billing and customer-service practices. At best, this demonstrates a serious failure in communication, internal processes and customer service. At worst, it raises serious concerns about misleading billing practices and the manner in which customers are being pressured into paying disputed charges.

I should never have been placed in this position in the first place. I would not recommend Tracker to anyone. Based on this experience, I have completely lost confidence in the company and its customer-service and billing practices.