WORST SERVICE FROM YOUR AGENT

Dear Tracker Customer Service / Management,

I am writing to formally raise a complaint regarding the service I received from your advisor today.

My vehicle is registered under my wife’s profile, however, my cellphone number is also registered on the policy as an authorised contact, and this is my vehicle that I use daily.

This morning, my Tracker system was repeatedly alerting me to what appeared to be tampering with the vehicle. My wife contacted Tracker and was advised that the issue had been resolved. Thereafter, my wife became unavailable, and I was unable to see the vehicle on my Tracker app on my phone.

I subsequently contacted Tracker because I wanted to confirm two very simple things:

1. Whether my vehicle was still at my home address and safely parked; and 2. Whether the alarm/alerts could temporarily be placed on hold, as the repeated alerts were becoming disruptive.

To my concern, your advisor informed me that she could not assist me in confirming whether my vehicle was still at the registered address, and that my wife would have to call in.

This is extremely concerning from a vehicle security perspective.

If I am 100 km away from my vehicle and receive an alert indicating possible tampering or movement, what am I expected to do if the primary policyholder is unavailable? What happens if the vehicle is genuinely being ****** and I am unable to reach my wife?

The fact that I am an additional registered contact, have my cellphone number linked to the policy, and am the person attempting to respond to an active vehicle security alert makes the response I received particularly concerning.

Even more disappointing was the manner in which the matter was handled. Rather than assisting me with a security-related concern or escalating the matter appropriately, the advisor indicated that she could not provide assistance and even threatened to end the call because I continued asking whether my vehicle was still at the same address.

I find this unacceptable.

I am not asking for unnecessary information. I am trying to establish whether my vehicle is safe after receiving repeated tampering alerts. If Tracker's procedures prevent an additional registered contact from receiving basic information or assistance during a potential vehicle security incident, then I believe this process needs to be reviewed urgently.

I would therefore like:

A formal investigation into the handling of my call. Feedback on why I was unable to obtain confirmation regarding my vehicle when my number is registered on the policy. Clarification on what the correct procedure is for an additional contact when the primary policyholder is unavailable and a potential vehicle theft/tampering alert is received. * Confirmation that my contact details and permissions are correctly recorded on the policy. * Feedback on why the advisor threatened to terminate the call instead of escalating the matter. * Confirmation of what steps Tracker will take to ensure that customers are properly assisted in similar security-related situations in future.

This experience has seriously undermined my confidence in the service, particularly because the entire purpose of having a vehicle tracking and recovery service is to provide reassurance and assistance when something goes wrong.

I expect this complaint to be escalated to a manager and would appreciate a written response explaining what happened and how this will be addressed.