Unknown ongoing african bank credit card arreas

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the handling of my credit card account with African Bank, which I believe has been managed unfairly and without adequate communication.

In January 2025, I was informed that the debit order for my credit card payment for October 2024 was unsuccessful. This information came as a surprise, as I was not notified of any failed debit order at the time it allegedly occurred in 2024. Had I been informed timeously, I would have addressed the matter immediately.

Following this notification, I visited various African Bank branches on several occasions in an attempt to resolve the issue. Eventually, a consultant at the Liberty Mall branch advised me to obtain a bank statement from my primary bank as proof that the October 2024 payment was made. I comp**** with this request and submitted the statement as instructed.

After submission, I was informed that the matter was under investigation. However, despite being told that the issue was already under investigation last year, I did not receive any written correspondence, updates, or outcomes regarding this investigation.

On 12 January 2026, I again visited the bank to enquire why I am continuing to make credit card payments while the outstanding balance does not decrease. I was then informed by a consultant that my account had been withdrawn due to arrears related to the alleged unpaid debit order from October 2024.

I find this situation deeply concerning and unfair for the following reasons:

I was not notified timeously about the alleged failed debit order in 2024.

I followed all instructions provided by African Bank to resolve the issue, including submitting proof of payment.

I was informed that the matter was under investigation, but I never received any formal feedback or resolution.

Despite my continued payments, my account was withdrawn without clear communication or explanation.