Unauthorised De*****eck

Good day,

I would like to raise a formal complaint regarding the handling of my account following the cancellation of one of my vehicle tracking devices last month.

When I requested the cancellation, I was advised of the applicable cancellation fee and the amount that would be payable.

However, on the debit order date, a different and lower amount was deducted from my bank account, despite there being more than sufficient funds available for the full agreed amount.

I subsequently received several calls regarding the outstanding balance.

During these calls, I questioned why the correct amount had not been deducted in the first place, but I received different explanations from different consultants.

To resolve the matter, I made payment of the outstanding amount via EFT.

Yesterday, I received another call regarding the outstanding amount, and I informed the consultant that the payment had already been made.

Today, 8 September 2026, a De*****eck for the same amount was presented against my bank account. I did not approve or authorise this De*****eck.

When I contacted the Call Centre, I was informed that a tracking instruction had been placed on my bank account for the amount in question. I was further advised that I either need to reverse the debit through my bank or wait approximately 21 days for the matter to be resolved.

I find this unacceptable, particularly because I had already made the payment via EFT and informed your representative accordingly.

I therefore require an urgent explanation and resolution regarding the following: 1. Why was the correct amount not deducted initially when sufficient funds were available? 2. Why was a De*****eck submitted after I had already paid the outstanding amount via EFT? 3. Why was a De*****eck submitted without my approval or authorisation? 4. Who will be responsible for any additional bank charges or debit order fees caused by this? 5. What would have happened if the amount deducted was the last available money in my account? 6. Why should I have to wait 21 days for the return of funds that should not have been deducted in the first place?

I also need to ask whether I am being penalised for cancelling one of my tracking devices, as the way this matter has been handled has left me feeling as though I am being punished for cancelling a service.

Please investigate this matter urgently, refund any amount incorrectly deducted, and confirm how any additional bank charges resulting from this matter will be reimbursed.

I would appreciate a written response explaining what went wrong and what steps will be taken to resolve the matter.

Kind regards,