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Reimbursed after long delay

By unknown | Oct 08, 2008 | COMMENTS [ 0 ]

An administrative error has caused Johanna Sebolai seven months of misery. She had to pay for a tracking device she does not have.

An administrative error has caused Johanna Sebolai seven months of misery. She had to pay for a tracking device she does not have.

And Tracker Network would not have stopped charging Sebolai if Consumer Line had not intervened on her behalf.

Sebolai was eventually refunded.

She wrote to Sowetan out of frustration and desperation.

Her misery started in February this year after she bought a micro bus.

Tracker Network called her and offered to fit a tracker in her vehicle, which she accepted.

Two weeks later, Sebolai discovered that her vehicle was defective so she exchanged it for another one.

Before she handed it in, Sebolai called Tracker Network and notified them about the exchange.

She also wanted to know what process she had to follow for the company to remove the tracker from the other vehicle and fit it to the new one.

She was told not to worry and that another device would be fitted in the new vehicle.

"Instead of cancelling one contract or updating their data, they billed me for a second device," said Sebolai.

Later she realised that she was billed for two tracking devices and when she enquired, she was told she would have to pay for both trackers.

Tracker Network told her she had not notified them that she had swapped vehicles and therefore would have to pay for trackers for 36 months.

But her misery is over at last. The company has agreed to cancel Sebolai's first contract.

Nadeena LeTang, communications consultant of Tracker Network, said there had been a mis- communication.

"Upon investigation into the matter, it was evident that there was a break in communications between the client, the fitment centre and our Tracker offices.

"Due to an administrative error, Tracker was not aware that the client's vehicle, registration number VWG337GP, was swapped for another vehicle.

"This resulted in another contract being loaded with another unit being installed in the new vehicle, registration number RGK227GP.

"We have since spoken to the client and explained where the loss of communication had occurred, and as a gesture of goodwill we have offered to cancel the contract of vehicle VWG337GP in its entirety.

"The client has accepted same and will remain a valuable Tracker customer," said LeTang.


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