Unimpressed Consumer

I am writing to formally lodge a complaint regarding the extremely distressing and unjust manner in which my account has been handled.

I opened an Ackermans account in 2024 and have used it responsibly and without any prior issues.

In November 2025, I received an SMS stating that my card had been reported. As the card was at all times in my possession and had not been lost or ******, I did not initially suspect any *****ulent activity. On 29 November 2025, I received another SMS instructing me to collect a new card in-store, despite still being in possession of my original card.

On 30 November 2025, I received an SMS thanking me for shopping at Ackermans. This was highly concerning, as I had not made any purchases. On 1 December 2025, I visited the store and was informed that transactions had been processed at Maponya Mall on 30 November 2025. This is impossible, as I was at home in Pretoria on that date and did not conduct any transactions.

Following this discovery, I was advised to contact your ***** Department, which I promptly did. I fully cooperated with the investigation and submitted all required documentation, including an affidavit and a copy of my ID.

To my absolute shock and disappointment, instead of receiving assistance or feedback regarding the ***** investigation, I was contacted and informed that my account had been handed over for collection and that I would be blacklisted if payment was not made.

I find this action completely unjust, premature, and deeply distressing. I reported the *****ulent activity immediately upon being informed, comp**** fully with all requests from your ***** Department, and yet I am now being treated as though I am responsible for transactions that I did not authorise.

This situation reflects a serious failure in your internal processes and customer protection measures. It is unreasonable and unfair to penalise a customer who has acted in good faith and followed every required step to resolve a *****ulent matter.

I therefore formally request:

Immediate suspension of all collection activity and blacklisting threats.

Written confirmation that the *****ulent transactions are under proper investigation.

A full explanation as to why my account was handed over while a ***** dispute was in progress.

Correction of any negative listings that may have been made against my name.

Written confirmation of the outcome of the ***** investigation.

Should this matter not be resolved urgently, I will have no option but to escalate the complaint to the relevant consumer protection and credit regulatory authorities.

I trust that Ackermans will treat this matter with the seriousness it deserves and resolve it without further prejudice to me.