Formal Complaint – Dispute of Incorrect Outstanding Balance and Request for Paid-Up Letter

I am writing to formally lodge a complaint regarding my Absa account with DMC and the handling of my settlement. On [insert date you called], I contacted your office with the intention of settling my account. I spoke to a consultant named Khanyisa, who provided me with a settlement letter reflecting an amount of R32,760, which I proceeded to pay in full the following day. To my surprise, when I later requested my paid-up letter, I was informed that I still have an outstanding balance of R7,000. This was not communicated to me at any point prior to or during the settlement process. I re**** on the settlement letter issued to me, which clearly stated the full and final settlement amount. I am therefore formally disputing this additional R7,000, as I have already settled my account in accordance with the documentation provided by your consultant. Furthermore, I have made several attempts to resolve this matter by contacting DMC and requesting to speak with either Khanyisa or a manager. Unfortunately, I have not received any assistance, and my requests have not been accommodated. This situation is extremely concerning and disappointing. I kindly request the following as a matter of urgency: 1. Immediate investigation into this matter. 2. Written confirmation that my account has been settled in full in line with the R32,760 payment made. 3. Issuance of my paid-up letter without further delay. Please treat this matter with urgency, as I expect prompt resolution. Should this issue remain unresolved, I will have no choice but to escalate the matter further. I look forward to your swift response. Yours faithfully, Caroline Mosetlhe