Urgent Complaint Regarding Default Notice and Payment Discrepancy

I am writing to lodge a formal complaint regarding the handling of my account and the recent communication I have received from your company.

I have an account with Fasta, and due to financial reasons, I fell behind on my monthly installments. However, I made a payment of R9,029.01 on 12 April 2025 towards my account and sent the proof of payment to ***, as per the standard process. This payment was made in full, and I also followed up by leaving a message stating that my account was now up to date.

However, on 14 April 2025, I received an email from Fasta stating that my account was in default and that I had missed payments. This is false and unjust, as I had already provided proof of payment on 12 April and again on 14 April, yet I received this threatening email. The email warned that my account would be flagged as a default on my credit profile unless I paid the full amount immediately.

This situation is unfair and premature. It seems that despite my providing clear proof of payment, the relevant parties at Fasta have not done their due diligence, and I am being threatened with further action.

This morning, 15 April 2025, I received a second email confirming that the payment had been received, and my account was updated. However, within a matter of hours, I received yet another email stating that my account was still in default, with an outstanding balance of R 12,177.46. I find this entirely confusing and frustrating, as the payment is reflected on my account, and I have received no proper clarification on the matter.

Fasta, it is difficult for me to believe that this is simply a system error. Rather, I suspect it is a failure in your internal processes or a lack of proper attention to the details. This poor handling of my account is not only causing unnecessary stress, but it also feels like an attempt to unjustly escalate the matter when I have already done my part.

I am requesting the following:

A formal letter confirming that my account is up to date, along with an apology for the premature and unjust emails sent to me.

A letter from Fasta clarifying why these discrepancies occurred, including a review of your internal processes.

Immediate updating of my credit profile with all relevant bureaus, as you did when I fell behind, and a confirmation that this will happen before the end of the day, 15 April 2025.

If I do not receive the requested letter by the end of business today, 15 April 2025, I will have no choice but to escalate this issue further by reaching out to major newspapers and consumer advocacy groups. I will also pursue formal action against Fasta for these unfair practices.

Additionally, I would appreciate receiving a full correspondence history from your team regarding this issue, as I will be in meetings all day today and will need a prompt response via email.

I look forward to your prompt resolution of this matter.