African Bank - ********* and unprofessional business conduct

At the end of May 2025 I received an email from Concept Recoveries informing me that my accounts held with African Bank were handed to them for recovery.

I informed Concept Recoveries that I will be settling both the loan account and credit card and requested settlement letters for both accounts. I also made contact with African Bank to inform them that the accounts will be settled as per the mandate issued to Concept Recoveries.

On the 01st July 2025 I contacted Concept Recoveries requesting for the settlement letters informing them that accounts will be settled and proof of payment will be sent.

On the 22nd July 2025 payments were made in full as per the settlement letters issued. Proof of payments were emailed to Concept Recoveries, whereupon I requested paid up letters. I also requested from Concept Recoveries to ensure the accounts are updated and closed with African Bank.

Further calls were made by myself to African Bank to inform them that the accounts were paid up as per the mandate issued to the recovering attorneys.

On the 25th July 2025 African Bank proceeded to debit my account with 2 amounts of R300 and R4 989,11.

I contacted my bank, to request that the debit orders be reversed as the accounts were paid up. I was then informed that they are unable to do so, due to the block from African Bank.

I proceeded to contact African Bank several times to inform them that the accounts were paid up and I've requested a refund of the debit orders.

Every time the response from African Bank was to send the documents (proof of payment and paid up letters) to *** and that the refund will be processed.

I sent the query 10 times for settlement and the refund to be finalised. A consultant from African Bank informed me on Monday 11th August 2025, that the refund will be processed and will reflect within 72-hours.

Upon my follow-up with African Bank this morning, another consultant informed me that the refund was rejected. I disputed this and informed her that the accounts were paid up before the debit order was processed and that there is a credit due since I met the settlement obligations.

I further requested that the matter be escalated to a Senior Manager for resolving and was informed that there are no Managers available to assist.

Since I met the settlement agreement and requested for the accounts to be closed, African Bank's attitude and approach in processing the refunds has been met with total unprofessionalism and discontent.

The issues of revenue handover between Concept Recoveries and African Bank is not my concern and should therefore not affect or discredit the request for refunding.

I am requesting urgent intervention from the Ombudsman and NCR to rectify this ********* business practice from African Bank.