Netstar tracking - Stolen car that has not been recovered

Dear Sir/Madam
 
Re: Complaint About Netstar’s Misconduct and Unfair Treatment
 
Netstar’s misconduct and unfair treatment towards me as a customer bears reference.
 
I, Tsakani Queen Maximbyi with ID number: 920913 1199 083, hereby launch a complaint against Netstar tracking company regarding the conduct towards me, as a customer.
 
On the 29th of October 2021, my vehicle was stolen at Protea Gardens , in Soweto. I reported the case to Netstar immediately after learning of my loss. The response that I got from them was that “my policy is inactive”, I then questioned their claim because I have never cancelled their services in any way nor defaulted in premiums payments. It is noteworthy to indicate that the mentioned premiums were deducted by WesBank because an upfront payment was paid for tracking services upon purchase of the vehicle. They ultimately indicated that they will not assist me and ended the call.
 
I subsequently decided to go to WesBank to seek assistance and clarity on how the tracker works because they are the ones who took this policy on my behalf. Wesbank confirmed that they paid Netstar an amount of R7 315.00 upfront which was meant to cover the vehicle for a period of 3 years effective from the 10th of December 2018, hence Wesbank was deducting the premium directly from my account. Wesbank further provided me with an invoice which serves as proof that Netstar was paid upfront.
 
 I then decided to contact Netstar and provided them with an invoice from WesBank that shows that the tracker was paid for a period of 3 years. It’s only then that they started apologising for the unfair treatment. They subsequently activated my tracker, however they reportedly could not track my vehicle due to poor signal. They further indicated to me that they will inform/update me whenever they see something.
 
Please take note that to date I have never received a call from them but I was the only one who kept on calling and checked the progress on my case and I was always told that they cannot locate the vehicle due to poor signal.
 
I contacted them again in December to check the progress and seek the way forward and they indicated to me that they will keep my case open until they find the vehicle. I then asked how the case will be concluded since it has dragged for quite long and they are unable to locate the vehicle, and their response was that they are not going to compensate me anything for my loss. I then asked them to provide me with a contract since I was not provided with any contract upon the purchase of the policy product, which substantiates their claim that one will indeed not be compensated upon the loss of the vehicle in an event that the tracking company fails to locate the stolen vehicle. To date I have not received anything from them.
 
I have exhausted all my revenues and I am of an opinion that I am being taken advantage of and that my rights as a customer are being undermined. Your intervention on this matter is highly sought and will be much appreciated.
 
Should you need any clarity or seek any further information, please do not hesitate to contact me on the details hereunder.
 
Yours Faithfully
Tsakani Queen Mashimbyi
Contact: 083 823 9090 / 083 362 6605
Email: 

No resolution