Appalling Experience with BMW Finance

This is starting to be ridiculous now!!!

Never in the 5 years have I had to experience such bad service for my account.

I have my debit order going through on the 21st of every month. In the month of June 2018, my debit order didn’t go through on the 21st (FAULT OF BMW), and immediately the account was taken to the "Arrears department" as I received a sms and a phone call from same on the 22nd of June 2018. I then explained to this lady who called me that I cannot be in arrears because my account is paid by debit order.

An arrangement was made then that the debit order go off on the 26th of June 2018 (manual arrangement), but this can no longer be the case because the debit order in question (as arranged for the 21st of every month) went off on the evening of the 22nd. I called BMW Finance to have this mix up sorted and after speaking to Tshepo (BMW Finance, who said there's nothing she can do) and Sibongile, Dereshnee (BMW Customer Service) as well as Denvel/Densel (BMW Finance), I am told that the debit order cannot be stopped by them and I need to contact my bank.

I then contacted my bank (Absa) and they informed me that they cannot stop the debit order from going through, only BMW would have been able to stop the debit order as it was their instruction to process same.

This debit order will come back returned and this is going to reflect badly on my cheque account and profile, as BMW Finance account are sleeping on the job.

What needs to happen is the following: 1. I want a formal apology from BMW Finance for the ****py service they gave me and for incorrectly reconciling my account, coming to the conclusion that it was in arrears when it was not. 2. I need feedback as to why my account was handed over to the arrears department when it was fault of BMW Finance that the debit order was late and only 24 hours later, surely they were suppose to investigate first, or wait till end of June to determine whether my account is in arrears or not? 3. What is BMW Finance going to do to avoid this in future? 4. I want a letter from stating that it was their error in accounting and it is their fault that the debit order arranged for 26th on my account will come back returned and it is not fault on my part, but theirs.

The above should be addressed to me FORMALLY, so that I am able to present such a letter in the event that I am question about the returned BMW debit order, when I am applying for credit. Nothing less than this will do!