Complaint Regarding Refund Delay and Poor Service

Dear FinChoice Team.

I am writing to express my disappointment and frustration regarding the poor service and lack of communication I have received concerning my refund request.

I first contacted your call centre last week Tuesday, where a consultant confirmed that my refund had been logged and would take 24–72 hours to process. During that call, my airtime was exhausted, and I had to call again to complete the process. The second consultant also confirmed that the refund had been logged.

Since then, I have made multiple follow-up calls:

On Thursday, I was told the refund was still pending. On Friday, I received the same response. Today, I was given a completely different explanation—that the refund was only logged on Thursday.

This conflicting information is unacceptable and very frustrating. I have been a loyal customer of FinChoice for years, but the level of service I have received is extremely disappointing.

I urgently need this refund to pay my daughter’s school fees. Being told to wait up to 5 additional days—resulting in almost two weeks for a refund—is unreasonable, especially for a company of your size. It is also concerning that I must repeatedly spend my own airtime to follow up, while no proactive updates are provided.

It feels as though customers are only contacted frequently when payments are due or when new loans are being offered, but when it comes to refunds, the urgency and care are completely lacking.

I kindly request:

Immediate clarification on the status of my refund Urgent processing of the refund Improved communication going forward

Please treat this matter with urgency, as it directly affects my child’s education.

I look forward to your prompt response.