Closure of account, without prior warning-Highly Disgruntled customer

Dear Sir/Madam,

I write to formally lodge a complaint regarding the handling and subsequent closure of my Ackermans account, which occurred following a visit to your Arcon Ackermans store, Vereeniging (Shop 2, Voortrekker Road).

Over a consistent period, I paid my account on time and in full every month. As expected, this resulted in periodic credit limit increases, presumably as a reward for good payment behaviour. However, I observed a pecu**** pattern: shortly after each increase, the available credit would decrease again before I made any purchases.

Concerned, I visited the above-mentioned store to enquire what was “consuming” my credit balance ahead of any transaction. Unfortunately, the teller was unable to assist due to limited access to information and escalated the matter via a telephone call.

I then spoke to a representative who requested my ID number and account number. When I proceeded to ask my actual query, I was subjected to additional security questions which, according to the representative, I failed—despite having already provided standard identifying details. The call was abruptly terminated. I was then informed by the teller, quite casually, that because I had allegedly failed the telephonic security checks, my account was now permanently closed.

This was surprising, to say the least. It was also the first time I became aware that my account was at risk of closure. Crucially, I received no written notice. No warning. no opportunity to clarify or remedy the situation, and No formal communication confirming the closure.

This is not compliant with the National Credit Act 34 of 2005, read together with the Credit Bureau Regulations, which require written notification to a consumer before adverse action is taken against an account. A telephonic interaction—particularly one that ends mid-conversation—does not satisfy this legal requirement.

While I appreciate the importance of security, it is difficult to accept that an account with a consistent and positive payment history can be permanently closed without written notice, explanation, or recourse—especially following what appears to be a procedural misunderstanding rather than any misconduct.

I therefore request: A written explanation