Complaint Regarding Unauthorized Debit Order and Delayed Refund

I am extremely ****ed with the service I have received from Affinity.

Last Thursday, I received a call from one of your agents informing me that there was a credit available on my account. During the conversation, the agent asked whether I would like my joining date moved to an earlier date so that my waiting period would end a month sooner. I declined this option and instead requested that the credit be refunded to my bank account.

Later that same evening, a debit order was processed against my account. Instead of applying the available credit towards that month's payment, the agent initiated a new debit order. At no point did I authorize an additional debit order to be processed.

When I called the following morning to query what had happened, I was informed that the agent who assisted me had failed to use the available credit and had instead processed a new debit order. This error was entirely on your side and occurred without my permission.

I then requested that the funds be returned to me, only to be told that I would have to wait between 7 and 14 working days for the refund to be processed. This is completely unacceptable.

The funds that were debited from my account were allocated for other debit orders that are due to go off. Because of Affinity's mistake, I now face the possibility of unpaid debit orders, bank charges, and the inconvenience that comes with having insufficient funds available. It appears that Affinity has no concern for the financial consequences your error may have on your clients.

It is very disappointing that money can be taken from a client's account immediately, yet when the company is required to return funds that were incorrectly debited, the client is expected to wait up to two weeks. This reflects poorly on your customer service and internal processes.

I request that this matter be escalated to management immediately and that my refund be prioritized due to the circumstances. I would also like an explanation as to how a debit order could be processed without my authorization when a credit was already available on my account.

I sincerely hope management takes this complaint seriously and addresses the issues that led to this situation.

be sure last month debit was last one you received from me ever

Kind regards,