Formal Complaint Regarding Poor Service and Request for Immediate Resolution

Formal Complaint Regarding Poor Service and Request for Immediate Resolution

Dear Tracker Management,

I am writing to formally express my deep dissatisfaction with the service I have received from Tracker. The experience has been both disappointing and unacceptable.

Last week, I arranged for a Tracker unit to be installed in my husband’s vehicle. Before proceeding, I specifically confirmed with your representative, Yash, whether the unit would be activated immediately after installation. She assured me that it would, and further explained that a pro-rata fee of approximately R6.50 per day would be charged.

The unit was installed on Saturday morning by Bridget, who informed my husband that he would be contacted within an hour with the sign-in details for the Tracker App. This never happened. By Saturday evening, we had to call the emergency number to follow up, as we had an event scheduled for Sunday and needed to ensure the system was active. To our shock, the previous tracking unit (from another provider) had already been disabled by Bridget, leaving us without an active system. Consequently, we were forced to cancel our plans, as our insurance would not cover the vehicle without an active tracker.

Since then, my husband has spent countless hours on the phone, receiving nothing but excuses and no resolution. This level of service is entirely unacceptable.

If this matter is not resolved immediately, I will have no choice but to escalate it to the National Credit Regulator (NCR) and request the cancellation of this contract on the grounds of non-delivery of service.

I expect an urgent response and confirmation that this issue will be rectified without further delay.