Unauthorised debit and failure to honor settlement quotation

Good day,

I wish to formally express my extreme dissatisfaction with the service I have received from both DebtBusters and Absa Vehicle Finance regarding the final settlement of my vehicle finance account.

I have been under debt counselling since 2021 and have recently settled all my outstanding debt, with Absa Vehicle Finance being the last account to be finalised.

My debt counsellor advised me that I could settle the outstanding balance directly with Absa and confirmed that she would provide me with the exact settlement amount. Upon receiving the settlement quotation, I immediately made payment of the quoted amount and forwarded proof of payment to my debt counsellor to submit to Absa.

To my surprise, the very next day, I received further communication indicating that another amount was outstanding, despite having settled the amount reflected on the official settlement quotation provided to me.

I immediately followed up with my debt counsellor, who undertook to investigate the matter and liaise with Absa. However, on that very same day, further funds were debited from my bank account without my authorisation.

What makes this situation even more concerning is that Absa has, since May this year, been attempting to debit funds from another one of my bank accounts, despite my payments being managed and made through DebtBusters.

I find this entire experience unacceptable, particularly considering that I have consistently honoured my financial commitments throughout the debt counselling process and have made every effort to settle my obligations responsibly.

I therefore expect both DebtBusters and Absa Vehicle Finance to urgently investigate and resolve this matter. Specifically, I request the following:

1. A full explanation of why an additional amount was requested after I had paid the settlement amount reflected in the quotation provided. 2. An explanation as to why funds were debited from my account without my authorisation. 3. An immediate refund of all unauthorised amounts deducted from my account. 4. Reimbursement of any additional bank charges incurred as a direct result of these unauthorised debit transactions. 5. Written confirmation that no further debit orders or deductions will be processed against any of my accounts in respect of this settled vehicle finance account. 6. Written confirmation that my vehicle finance account has been fully settled and that all necessary closure processes have been completed.

I have worked hard to bring my financial obligations to an end after being under debt counselling for several years. It is extremely frustrating that, at the very point where I should be closing this chapter, I am having to deal with further financial uncertainty and deductions that I did not authorise.

I expect this matter to receive urgent attention and a satisfactory resolution. I should not have to continue following up on an issue that arose despite my having followed the settlement process and fulfilled my obligations.

I look forward to receiving a written response and confirmation of the refund arrangements without further delay.

Kind regards, Lesley