OWN ME MONEY BUT NEED TO CONTACT YOU TO ASK -Clarification and Refund – Account in Credit

Good day.

I am writing to express my concern regarding the handling of my account, which has been in credit since the 1st of September. Despite this, I did not receive any communication from your side—no email, statement, or notice—to inform me that the account was in credit or that a refund was due. Furthermore, the account has not been closed on ITC, nor have I been contacted regarding this matter. It is concerning that I now need to take extra steps, including sending proof of payment, in order to request a refund for money that you owe me. Can you please explain why: 1. I was not informed when the account was in credit? 2. It is now my responsibility to provide proof for a refund, despite your system reflecting the credit? 3. The account has not been closed or updated with ITC? While I understand that customers have responsibilities, it is also your duty to manage accounts transparently and proactively. Expecting the customer to identify and resolve your oversight is not acceptable. Please address this urgently and advise on the immediate steps to resolve the matter and issue my refund.

THEN YOU CALL US AND EXPECT TO PROVIDE ALL OUR INFORMATION FROM A CELL PHONE NUMBER? HOW IS THIS WORKING AS WELL?