Formal Complaint Regarding Incorrect Debit & Communication

Dear Capfin Customer Care,

I am writing to formally raise a complaint regarding the handling of my account and the communication I have received from your agents.

On a recent call, I was informed that Capfin would collect my installment of R1,823.33 on the 27th. I explained that I only receive my salary on the 25th, and therefore this arrangement was suitable. Prior to this, I had also been informed of arrears of R433.99, which I then settled manually via SMS payment.

At no point during these communications was I informed that I had missed a payment in July. If this had been made clear, I would have ensured sufficient funds were available. Instead, on 1 September, I was surprised to learn that Capfin attempted to debit R1,823.33, which I had not been made aware of, despite being told on the phone that payment would be taken on the 27th.

I am concerned because this one missed payment now risks affecting my credit record unfairly, even though I was not properly informed. I raised this with the agent I spoke to at 11:31, but unfortunately, the agent was adamant that it was my fault, which I do not agree with. The lack of clear and accurate communication from Capfin directly contributed to this issue.

I would also like to note that I previously requested a lower installment amount to avoid defaults, as I could not afford the full R1,823.33. However, I was told that I could not make such an arrangement as it was the agreed amount. This has left me in a difficult position.

I kindly request that: 1. This missed payment is not recorded against my credit record, as the failure was due to communication from Capfin’s side. 2. My account is reviewed, and a fair and affordable arrangement is considered to avoid further defaults. 3. Appropriate feedback is given regarding the conduct of the agent who imp**** fault without considering my explanation.

I trust that Capfin will treat this matter with the seriousness it deserves and provide me with a resolution.