Tracker, very ********* behaviour, steer clear.

On the 20.11.2017 I phoned Tracker about a new contract. After all the details had been taken down, I requested a written contract. I repeated my request for a written contract by email four times between the 21.11.2017 and the 23.11.2017. None of those emails received an answer. In that time period I received two sms from tracker to confirm an installation date. I declined both dates on the grounds that there were still unclear conditions. Instead of waiting until all the points had been cleared Tracker then made an appointment with the dealer and installed the unit. After four days, without getting an answer, much less a written contract I cancelled the contract by registered letter on the 24.11.2017.

To this day, my letter cancelling the contract has not been acknowledged. The first reply I received from tracker was on the 28.11.2017. A customer services co-ordinator Innocentia Maluleke answered my last email by informing me that they needed my written consent to send out a copy of the contract call (as that contains sensitive data). However I had never requested a copy of the contract call. What I had requested was the information of the contract call in writing so that I can confirm that all the information had been taken down correctly.

As far as I'm concerned getting a written confirmation is indispensable when dealing with call-centers, as invariably names, addresses are not understood correctly and erroneous information is entered into the systems.

I rep**** to Innocentia Maluleke on the 29th, informing my grievance had not been understood. Innocentia Maluleke rep**** on the 7.12.2017 informing me, that she had understood my grievance and repeated that she needed my consent before she could send out a copy of the call.

I rep**** that a voice recording is useless because it doesn't reflect if the information given was understood correctly nor if it was entered into the computer correctly. And that I should have been informed immediately if Tracker is unwilling or unable to provide written contracts.

To which Innocentia Maluleke rep**** on the 29.12.2017 that Tracker is unable to supply me with a written contract as they don't have one.

So believe it or not it actually took Tracker over a month after accepting a contract from a customer requesting a written contract, to tell me, that they don't have written contracts.

A very *********, if not ********** way of doing business. A contract works both ways. And if a costumers terms can not be fulfilled then the company has to say so immediately before accepting the contract.

Innocentia Maluleke wanted to know how I wished to proceed so that Tracker could escalate the matter accordingly. I informed Tracker, that I had sent a cancellation by registered post and once Tracker had acknowledged receipt of that letter, we could discuss on how to continue.

On the 1st of February Innocentia Maluleke rep**** that they had no records of my letter and to please advise of the contents.

I rep**** by sending a copy of the letter and the registered post transaction slip as issued by the post office.

Sometime in February Tracker started harassing me via various debt-collection agencies. I received as many as 20 calls a day, starting early in the morning till late at night from various (at least four different) debt-collection agencies. At the same time Tracker saw to it, that my credit rating went from a very good to very bad. (Over an amount of R200 owed at that time).

On 1st March Innocentia Maluleke responded to my previous email, now by saying that I had been sent the terms and conditions. Which was entirely besides the point as that had never been a point of dispute.

I rep**** by requesting a complete summary of Trackers claims in order for me to go and seek legal assistance.

On 7th March Innocentia Maluleke rep****, stating once again, that I had received the terms and conditions.

She quoted Clause B4 of the terms and conditions where it says that once the unit is installed there a customer gives up his right to cancel within the cooling-off period.

I rep**** that my request for the written contract was made within the cooling-off period. I rep**** to the SMS asking to arrange an installation date by saying not to go ahead as there were issues that needed resolving. Yet Tracker proceeded to go ahead with the installation.

To which Innocentia Maluleke rep**** on the 19th April that that was besides the point since I had given my consent to set up an appointment with the dealer.

What Innocentia Maluleke is saying here in effect is that if the customer is not giving his consent, who cares, we can just go behind his back and get the consent from the dealer. Very ethical behaviour indeed.

I rep**** by saying that it is obvious that any consent was subject to Tracker meeting my condition of sending a written contract to peruse first. I repeated my request for the claims so that I could go and seek legal advice.

On 26 of June another costumer services co-ordinator Najma Sallie rep**** by sending me a settlement letter. The settlement entailed paying R1523 to Tracker. R1523 for what? (Tracker had the unit de-activated in January. )

A company that installs the tracker even though I declined the installation dates? That goes ahead and install the trackers so customers can't get out of the contract during the cooling-off phase? That refuses to provide a written contract? And only informs the customer that they don't sent out written contracts six weeks after it has been requested (and once the customer has had the unit installed?) Considering that this is a company working in the security branch, my experience with Tracker has been such that I will advice everyone to stay away from the company. Pay R20 more and take your business to someone who offers decent reliable service .

There is no way I will do business with a company that shows this kind of ********* business conduct. Nor can it be recommended to anyone.