Inconsistent Provision of Call Recordings

Dear Tracker Connect,

I am writing to express my concern regarding the inconsistent provision of call recordings related to my contract with Tracker.

On February 20th 2024, I sent an email to your client experience agent requesting a copy of a call recording. Within a few hours, I received the recording without any issues. This experience aligns with previous interactions, where I have consistently been informed that a copy of the recording would be made available upon request.

However, I have recently encountered a new requirement. It seems that Tracker customer experience agents now require me to sign a consent letter instructing them to send me a copy of the recording and indemnifying them against any liability arising from the recording being compromised.

I would like to understand the reason for this change in policy. It seems contradictory to the previous practice of readily providing recordings upon request.

I hope you can clarify this matter and provide a solution that ensures consistent access to call recordings for your customers.

Thank you for your attention to this matter. Sincerely, Mr. Naidoo