Urgent Action Required – Unacceptable Handling of Debit Order Update

I’m writing to express my complete frustration with how the debit order bank details switch has been handled. I raised this request on the 10th of September, and on the 11th,as per your follow-up request, I immediately sent both my proof of account and ID copy.

However, on the 13th, you sent me another email claiming the documents were still outstanding. I responded again on the same day —despite there being no bounce-back to indicate any issue with delivery.

Now, today, I see an attempt to debit the old account, which has obviously failed, and I’m now sitting with over R500 in fees for three dishonoured debit orders due to this oversight. This is absolutely unacceptable.

This wasn’t a complex exercise, yet it has dragged on unnecessarily, resulting in these avoidable charges. I expect this matter to be resolved immediately and for your team to cover the cost of these fees. I trusted this would be handled efficiently, and now I’m left dealing with a mess that could have been easily prevented.

I need confirmation today that this will be fixed, and the charges covered.