Roadside assistant extra fee charge(R1308.60)

Tracker has provided really bad service by deducting money from my account without my approval and when i tried getting a hold of the complaint helpdesk through email but still no reply. Email was sent on the 02/12/19. Please see below email sent that outlines the reasin for my complain;

"A dispute on the additional fee to be deducted (Ref. No.: 19-***-R-01)

Mareka Mokwana to tracker, MarekaM 6 days agoDetails Good Morning,

A dispute on the additional fee to be deducted (Ref. No.: 19-***-R-01)

I am one of the customers at Tracker having the roadside assistance package included in my deal with tracker. I have called the tracker company whereas they directed me to the roadside assistance about my query. Ref. No.: 19-***-R-01.

I am honestly not happy about the manner in which you run the business. I am one of your client and I received a message stating that an additional fee of R 1,308.60 will be deducted from CLI*** along with my next tracker subscription. I have tried to find more clarity on this matter and I was told that my car was to be fetched outside 40KM radius. I have been trying to make myself clear that it was not the initial agreement I have with Tracker. Nancy Nethononda is the agent who assisted me on the enquiry/dispute call and she kept on insisting that I have agreed with the way in which they work. She even alluded further that there is a voice record of my call. I wish to hear myself agreeing with her that I will pay for the extra cost.

May I advise you to go through that voice note and come to the fair ruling on of the above dispute? The car that was needed to be towed (DW13LD GHP) was within the radius of 40KM from my tow-up point to the drop-off point. There is no need for me to pay extra costs (I do not know about the initial point of where the tow truck will be coming from since is off my interests, I am pretty sure that that has to be sorted by you since what is being deducted from my bank account caters the service I have an agreement with Tracker). I was not going to fall into having a business with you if it was clear to me that the agreement is as you are explaining over the phone.

The second consultant was Phumla Hlophe and she was also helpless. She promised to send me some links which will assist me to dispute the ungracious action made by your company. I waited until I decided to call the call center again where the third consultant by the name of Moagi Ramatlotlo pacified my situation. This is the person who was atleast equipped with the helpful info as he gave me the complaint helpdesk info.

Can I have the following requests honored..?

· Do not deduct any cash from my account until I know my position about this dispute, with you.

· Go back to the voice record of our conversation over the phone as it is claimed that they are recorded…?

· Kindly forward me the voice clip(s).

I will be happy to be excluded from your client service list - if the above issue is not resolved according to my satisfaction. I trust that in the midst of any uncer*****ies you will contact me at ***(cell) / ***(work).

Remember that it is December time and my family needs that cash for survival. I would have been happy if it was done constructively as much as I paid every monthly premium smoothly thinking I will be one day assisted without hustles. You are welcome to respond back to me in less than 36 hours (3 days) effective from 9 am, today.

Waiting to hear from your response."