Tracker Guard_non-existing emergency support

From: Helene Harms [mailto:***] Sent: 21 /11/2020 00:02 To: '***' <***> Subject: *** H.I.M. Harms

Good evening Nombulelo, So far you have been the only person whom I was able to contact at Tracker and get any reaction. Forgive me, if I address this complaint to you, but I am sure you will re-direct it to the correct person.

To whom it may concern Since approximately April/May 2020 I have had no update/refreshing of my car’s position on my cellphone app. And then approximately since September 2020 I was completely unable to login on the app. I phoned your agent in Rustenburg and he suggested to uninstall and again re-install the app, which I did. He also suggested, that I make use of the “Forgot my Password” option and then change my password to a new one. I did receive a sms with an OTP password, but even with that password provided by Tracker I was unable to login, the message was “We don’t recognize that username & password combination”. Mr. Adriaan v.d. Berg, your Rustenburg agent, suggested on the 24th October, that he or his wife would try from their side to assist me. In the meantime, I regularly checked my app, but there was no possibility to login at all. I again contacted Mr. v.d. Berg and he suggested, that I call your HELP # ***, which I did this morning. If your calls are really recorded for security/safety purposes, I would suggest, that you check on my conversation with one of your employees this morning at 10h25. The manner in which he took my details was, to say the least, absolutely inefficient and totally unhelpful. I immediately re-dialed the number and got hold of a lady, who was very efficient and listened to my complaint and then put me through to another lady who took me through the ropes of log-in with a password which she kindly provided. Through this I was, once again, able to at least log in on my Tracker app and my car’s location was also updated. On the 10th October 2019 I received a phone call from Andrew (?) offering “Safety Guard” additional protection to obtain immediate protection in event of an accident or hi-jacking at an additional cost of R59.00 per month. As I am travelling through a terror-stricken squatter area twice a week, I decided to make use of this additional safety guard. I am your client since I bought my RAV4 in October 2013 and ever since, have paid my monthly fees and now for the past year also the additional Safety Guard fee. As I am a pensioner with limited funds, this was not always easy, but I was concerned about my own and my car’s safety. This evening at 20h17 I decided to do a “test” on this so-called “immediate protection in event of an accident or hi-jacking”. I activated the Send Assistance feature on your Tracker Guard app and immediately received the note “Please wait while we determine your position”. Well, it is now 23h59 and I still haven’t received even the slightest indication of any help whatsoever, which means, that in a real emergency case I would definitely be left in the cold with NO help from Tracker, while I was a fool paying my monthly fees, trusting, that TRACKER would be there to help me if I needed urgent help during a hi-jacking or accident! NEVER be a fool to trust everybody! After thoroughly overthinking the service which I received from Tracker during the past 7 years, I have come to the conclusion, that it was kind of ZERO. Therefore, I wish to cancel, with immediate effect ALL my commitments to Tracker. Please cancel my debit order for R183.04 with IMMEDIATE EFFECT. The last payment will be the debit order, which is going through on the 1st December, 2020. I also request you to give me a written confirmation of the cancellation of my contract, as well as of the debit order. Helene Harms