Unauthorized Debit Order & Breach of Agreement

I am writing to express my absolute outrage regarding the gross mismanagement of my debt review account and an unauthorized debit order that has placed me in significant financial distress.

After five years of commitment, I was advised that my final debt payment would be R3,598.91 (Jan 2025), followed by a final clearance fee of R1,228.05 on 25 February 2026. Instead, the following transpired:

Unauthorized Debit: On 25 February 2026, Debt Busters debited R9,263.60 from my account without any prior notice or authorization. This is nearly eight times the agreed amount. This was my rent money, and this unauthorized action has left me unable to meet my basic living expenses.

Failure to Disburse Funds: I received a termination notice from FNB on 18 February 2026, stating that my personal loan has not received payments since August 2025. FNB confirmed that they send monthly bulk statements to you; therefore, there is no excuse for these payments to have ceased.

Lack of Communication: I logged a query on 19 February 2026 with the relevant FNB documentation, yet received zero feedback. Furthermore, your agents are now requesting "paid-up letters" from me—documentation that your office is responsible for obtaining.

I require the following immediate actions:

Immediate Refund: I demand a refund of the unauthorized portion of the February debit so that I can pay my rent. As this error lies solely with Debt Busters, the company must take responsibility for the shortfall caused.

Accountability: A detailed explanation as to why payments to FNB ceased in August 2025 despite my monthly premiums being paid to you.

Corrected Timeline: A clear, written breakdown of my remaining obligations, as the goalposts have been moved without any consultation.

I have been a loyal client for 5 years. To have my "debt-free" milestone met with legal threats from creditors and financial sabotage by my own debt counselor is unacceptable.

I expect a response and a resolution regarding the refund within 24 hours before I escalate this matter to the National Credit Regulator (NCR) and the Ombud for Financial Services.