FORMAL COMPLAINT – CHEQUE ACCOUNT CLOSURE, DISPUTED FEES AND REQUEST FOR SETTLEMENT OFFER

Good day,

I wish to formally escalate my complaint regarding my cheque account, which I requested to have closed several months ago.

I contacted your offices telephonically and specifically requested the outstanding balance required to settle and close the account. Despite making multiple follow-up requests for confirmation of the balance and a settlement figure, I have not received the necessary information or assistance to resolve this matter.

Instead, the account was subsequently handed over for collection, and I continue receiving notifications and communication being sent to an incorrect contact number rather than my correct registered contact details. This raises serious concerns regarding the handling of my account and the accuracy of the contact information held on your system.

I find it unacceptable that, despite my repeated attempts to obtain a settlement amount and close the account, the matter has escalated to collections and additional fees and charges have continued to accumulate.

I am willing to resolve this matter; however, I do not accept liability for all the additional fees and charges that have accrued under these circumstances. I therefore request that these charges be reviewed and substantially reduced or waived.

I formally request the following:

A full and detailed statement reflecting the outstanding balance, including a breakdown of all fees, interest and collection charges.

A review and reversal or waiver of additional fees that accumulated while my previous requests for settlement and closure remained unresolved.

A reasonable and discounted settlement offer to enable me to settle the account in full.

Written confirmation that, upon payment of the agreed settlement amount, the account will be closed and no further amounts will be pursued.

Correction of my contact details to ensure all future correspondence is sent directly to me.

Please treat this email as a formal complaint and escalation. I would appreciate a written response within 7 working days.

Should this matter remain unresolved, I intend referring the complaint to the relevant banking ombud for independent investigation, including the handling of my previous requests, the continued accumulation of charges and the communication sent to an incorrect contact number.

I have made several attempts to resolve this matter directly and would prefer to reach an amicable settlement without further escalation. However, I expect a reasonable settlement proposal and a fair resolution.

I look forward to your urgent response.

Kind regards