Unauthorized Debit and Outstanding Refund

I am extremely disappointed with the service I have received regarding my vehicle Service Plan.

In October 2025, I requested the cancellation of my Service Plan. At the time, I was advised that I was required to complete the contractual term and that cancellation would only be possible in April 2026. Based on this information, I continued making payments until March 2026.

I contacted Auto & General again in March 2026 and was advised that the cancellation had been processed.

Despite this, on 25 April 2026, Auto & General debited my bank account for R713. This was not part of any agreement. I immediately contacted your offices and requested a refund, which was subsequently processed.

To my surprise, on 25 May 2026, my bank account was debited once again for R713. I contacted your offices to query this unauthorized debit and was informed that the matter would be investigated and that a refund would take up to 7 working days.

It has now been more than 9 days, and when I follow up, I am being told that the matter has been "escalated." I would like to know exactly what is being escalated. Your company records customer calls, and there should be clear evidence that my Service Plan was cancelled and that these debits were taken in error.

From my perspective, Auto & General has taken money from my account without authorization, and I am now being forced to spend my own time and effort chasing a refund that should have been processed immediately. This is both frustrating and unacceptable, especially considering that the funds were already allocated within my monthly budget.

I have been patient and have given Auto & General sufficient time to resolve this matter. I now demand that the outstanding refund of R713 be paid back into my bank account immediately.

Please treat this matter as urgent and provide written confirmation of when the refund will reflect in my account.

I expect a prompt resolution.