Urgent Complaint Regarding Unauthorized Debit Order – Impact on Medical Expenses

I am writing to formally lodge a complaint regarding an unauthorized debit order that was processed on my account on a date that was not agreed upon in our mandate.

On 19th September 2025, DirectAxis debited my account without prior authorization or adherence to the agreed debit date. This action left my account in a negative balance and directly impacted my ability to purchase essential medication for my son, who has cerebral palsy. The funds in my account were specifically allocated for his medical needs, and this unauthorized transaction has caused significant emotional and financial distress.

I request the following actions be taken immediately:

A full investigation into the unauthorized debit. A reversal of the debit order and reimbur*****t of any associated bank charges. A written explanation and assurance that this will not happen again

I trust that DirectAxis will treat this matter with the urgency and seriousness it deserves. Should I not receive a satisfactory response within 4 business hours , I will escalate this complaint to the FAIS Ombud and the National Credit Regulator.