Formal Complaint: Rude Consultant Conduct and Unauthorised Debit Threat

I am writing to formally lodge a complaint regarding the conduct of one of your consultants, Velisiwe, and the manner in which my account arrears were handled.

On 20 February 2026, Velisiwe contacted me to advise that my account was allegedly one month in arrears. During the call, she stated that the bank could decide to double debit my account in order to recover the outstanding amount. I found this statement concerning and intimidating.

I requested that she provide written correspondence confirming what she had communicated telephonically, including confirmation of the alleged arrears and the bank’s intention to double debit my account. She refused, stating that it was not in her job description to send such correspondence. Instead, she offered to provide a recording of the call, which is not what I requested.

I consider this response unprofessional and dismissive. As a client of African Bank, I am entitled to clear, written communication regarding my account status and any intended actions affecting my finances.

Furthermore, I would like to formally state the following:

In terms of the Consumer Protection Act (CPA), I have the right to fair, reasonable and just treatment, as well as the right to honest and transparent communication.

In terms of the National Credit Act (NCA), I have the right to be informed of any default, arrears, and proposed enforcement action in writing.

No debit order may be processed against my account without my explicit authorisation. Any attempt to double debit my account without my consent will be regarded as an unauthorised and ******** transaction.

I hereby request:

A formal written apology from Velisiwe for her rude and dismissive conduct.

Written confirmation of my account status, including a detailed breakdown of any alleged arrears.

Written confirmation that no additional or double debit will be processed without my prior written consent.

A copy of the bank’s policy regarding debit order adjustments in arrears situations.

Please treat this matter as urgent. Should this issue not be resolved satisfactorily, I will escalate my complaint to the National Credit Regulator and/or the Banking Ombudsman.

I look forward to your prompt written response