Access facility

I currently have an Access Facility loan account with your institution. I have recently paid off the bulk of the loan, leaving a small outstanding balance of R114. When I visited your Greenacres Port Elizabeth branch, I was advised by an agent not to settle the account in full, as doing so would automatically close the facility—which I do not want. I would like to keep the Access Facility open for future use.

However, I have now received conflicting information. An email response from one of your representatives states that I cannot keep the facility open with a zero balance, whereas both the in-branch agent and the information on your website indicate that the facility will remain open and available as long as it is not fully settled or closed, and that no fees are charged if the balance is zero.

According to your website, if a balance is owed, a monthly fee of R69 will be charged, but if the balance is zero, there is no fee. My concern is that the upcoming debit order at the end of the month may clear the remaining balance, potentially closing the account against my wishes.

I would appreciate your urgent assistance in clarifying the correct process to ensure the Access Facility remains open while avoiding unnecessary charges or closure. If there is a specific balance that should remain to keep the account active, please let me know how best to manage this.