hK
hlulani K
1 reviews | Active since May 2026
24 Aug 2026, 17:48
Where Is the Tracker Contract?
I signed up for Pineapple Insurance and was told the device was only for mileage monitoring. At no stage was I informed that this would lock me into a 36‑month Tracker Connect contract with cancellation penalties. I already disclosed that I had a Matrix tracker, yet another unit was installed without proper explanation.
Now Tracker insists I must pay a cancellation fee and remain liable for a contract I never signed or agreed to. Where is the agreement? I was never shown or asked to sign any 36‑month contract before installation. This practice is misleading, unfair, and in violation of the Consumer Protection Act, which requires clear disclosure of fixed‑term contracts and cancellation penalties upfront.
I will be escalating this matter to the Ombudsman for Short‑Term Insurance and the National Consumer Commission because customers should not be trapped in hidden contracts they never consented to.
Helpful (0)
Replies (3)0
Replies (3)
Tracker Connect's replyOfficial
24 Aug 2026, 18:20Dear Hlulani
Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience this matter has caused.
Please allow us the opportunity to look into the matter and we will contact you to address all the concerns you may have.
Tracker Team ^ZM
Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience this matter has caused.
Please allow us the opportunity to look into the matter and we will contact you to address all the concerns you may have.
Tracker Team ^ZM
Best regards,
Tracker Connect's reply24 Aug 2026, 18:20
Official
Dear Hlulani
Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience this matter has caused.
Please allow us the opportunity to look into the matter and we will contact you to address all the concerns you may have.
Tracker Team ^ZM
Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience this matter has caused.
Please allow us the opportunity to look into the matter and we will contact you to address all the concerns you may have.
Tracker Team ^ZM
Best regards,
Tracker Connect's replyOfficial
25 Aug 2026, 15:51Dear Hlulani,
We can confirm having contacted and assisted with your query.
We trust that you are satisfied with the resolution provided and the outcome achieved in addressing your query.
Should you require any further assistance, please do not hesitate to contact us.
Tracker Connect ^TB
We can confirm having contacted and assisted with your query.
We trust that you are satisfied with the resolution provided and the outcome achieved in addressing your query.
Should you require any further assistance, please do not hesitate to contact us.
Tracker Connect ^TB
Best regards,
Tracker Connect's reply25 Aug 2026, 15:51
Official
Dear Hlulani,
We can confirm having contacted and assisted with your query.
We trust that you are satisfied with the resolution provided and the outcome achieved in addressing your query.
Should you require any further assistance, please do not hesitate to contact us.
Tracker Connect ^TB
We can confirm having contacted and assisted with your query.
We trust that you are satisfied with the resolution provided and the outcome achieved in addressing your query.
Should you require any further assistance, please do not hesitate to contact us.
Tracker Connect ^TB
Best regards,
hK
Contrary to Tracker's public reply on 25 August claiming this query was handled, this matter is UNRESOLVED.
Tracker is currently attempting to enforce a 36-month contract by claiming an "automated message" was played during the onboarding call. Playing a generic 1-minute automated clip does not create a valid legal contract when the human agent spent the entire call explicitly stating that the device was merely a "mileage monitor for Pineapple Insurance benefits" and that Pineapple would be paying for it.
The entire process was misleading from the start:
To make matters worse, Tracker has issued three completely contradictory statements within 72 hours:
I will not be trapped into an undisclosed debt agreement. If Tracker does not issue immediate written confirmation that this contract is zeroed out, this matter—along with all recorded calls, SMSs, and emails—will be escalated directly to the National Consumer Commission (NCC) for investigation into deceptive marketing and non-disclosure under the CPA.
hlulani K's updateReviewer Update
28 Aug 2026, 15:06Contrary to Tracker's public reply on 25 August claiming this query was handled, this matter is UNRESOLVED.
Tracker is currently attempting to enforce a 36-month contract by claiming an "automated message" was played during the onboarding call. Playing a generic 1-minute automated clip does not create a valid legal contract when the human agent spent the entire call explicitly stating that the device was merely a "mileage monitor for Pineapple Insurance benefits" and that Pineapple would be paying for it.
The entire process was misleading from the start:
- The unit’s true identity as a standalone recovery tracker was hidden.
- No monthly costs, early cancellation penalties, or 36-month debt obligations were disclosed in plain language by the agent.
- I was never provided with a written contract or Service Level Agreement (SLA).
To make matters worse, Tracker has issued three completely contradictory statements within 72 hours:
- 25 August (Phone Call): Confirmed the contract was cancelled due to non-disclosure.
- 26 August (SMS): Confirmed the query was resolved and a credit was processed.
- 28 August (Email): Completely reversed stance, claiming a valid 36-month contract exists.
I will not be trapped into an undisclosed debt agreement. If Tracker does not issue immediate written confirmation that this contract is zeroed out, this matter—along with all recorded calls, SMSs, and emails—will be escalated directly to the National Consumer Commission (NCC) for investigation into deceptive marketing and non-disclosure under the CPA.
hK
hlulani K's update28 Aug 2026, 15:06
Reviewer Update
Contrary to Tracker's public reply on 25 August claiming this query was handled, this matter is UNRESOLVED.
Tracker is currently attempting to enforce a 36-month contract by claiming an "automated message" was played during the onboarding call. Playing a generic 1-minute automated clip does not create a valid legal contract when the human agent spent the entire call explicitly stating that the device was merely a "mileage monitor for Pineapple Insurance benefits" and that Pineapple would be paying for it.
The entire process was misleading from the start:
- The unit’s true identity as a standalone recovery tracker was hidden.
- No monthly costs, early cancellation penalties, or 36-month debt obligations were disclosed in plain language by the agent.
- I was never provided with a written contract or Service Level Agreement (SLA).
To make matters worse, Tracker has issued three completely contradictory statements within 72 hours:
- 25 August (Phone Call): Confirmed the contract was cancelled due to non-disclosure.
- 26 August (SMS): Confirmed the query was resolved and a credit was processed.
- 28 August (Email): Completely reversed stance, claiming a valid 36-month contract exists.
I will not be trapped into an undisclosed debt agreement. If Tracker does not issue immediate written confirmation that this contract is zeroed out, this matter—along with all recorded calls, SMSs, and emails—will be escalated directly to the National Consumer Commission (NCC) for investigation into deceptive marketing and non-disclosure under the CPA.