UNAUTHORIZED TRANSACTION jo

Dear Mr Molea, Thank you for reaching out and bringing this matter to our attention. We appreciate your patience as we investigated your complaint, and would like to provide you with a comprehensive response following the completion of our review. Regarding your concern, you highlighted a journal debit of R500.00 transferred from your Savings account to your Credit card account on 24/03/2026, and requested a refund since this transaction was not communicated to you beforehand. I attempted to reach you telephonically to discuss this matter, but, unfortunately, I was unable to make contact. Upon reviewing the attached account statement, it appears that a payment of R470.48 was contractually due on 04/03/2026 but was not received. As outlined in the terms of your agreement, monthly payments are required, and if you are unable to meet these obligations, you are expected to notify the bank in advance to establish a suitable payment arrangement and ensure that the arrangement is honoured. Regrettably, we did not receive any communication from you indicating an intention to make alternative arrangements. Consequently, an amount of R500.00 was debited from your account to bring your Credit card account up to date. At present, your account reflects as current. Please note, if a refund is processed now, your account will revert to arrears, which will require you to enter into a new payment arrangement. We kindly ask you to confirm whether you wish to proceed with the refund, keeping in mind that this would negatively affect your account status. Additionally, only 50% of the debited amount qualifies for a refund, and you will need to confirm a new payment arrangement before the refund can be processed. To avoid further journal debits or any negative impact on your credit record, we encourage you to make your monthly instalments on or before the due date. If we do not receive a response from you by 09/04/2026 at 15:30, this case will be closed. However, should you wish to discuss the matter further, the case can easily be reopened upon your contact. We sincerely apologise for any inconvenience this has caused and welcome you to reach out if you require any further assistance. Kind regards,
Marvellus Chauke

Dear Daniel Molea, please provide us with proof of payment for the instalment you paid in March 2026 to enable us to allocate the funds and assist with a refund.

I await your reply,
From Marvellus Chauke

Dear Mr Molea, Thank you for reaching out and giving us the opportunity to address your concerns.  I want to confirm that a debit order has been set up to collect the minimum amount due on your credit card account, which will be processed on the 24th of each month. Additionally, a Debi-check mandate has been created for you, and you will need to accept this mandate via the Banking app before 20h00 tonight to ensure everything goes smoothly. We hope this information resolves your query, and we would greatly appreciate it if you could confirm your satisfaction with this solution. If we do not hear from you by 13:30 on 16/04/2026, we will proceed to close your case, trusting that the matter has been resolved to your satisfaction. Should you have any further questions or require additional assistance, please do not hesitate to contact us. We are always here to help and ensure your experience is as seamless as possible. Once again, please accept our sincerest apologies for any inconvenience this situation may have caused. Kind regards, Marvellus Chauke

Hi Daniel, please accept our sincerest apologies for the inconvenience caused. I have escalated the matter to our Credit card management for urgent attention and feedback.

I will keep you informed,
From Marvellus Chauke