December 2025 Debit Order Paid but Not Allocated to Loan Account

Dear FinChoice Collections Team, I am writing to formally raise a concern regarding my December 2025 debit order payment, which was successfully deducted from my bank account but has not yet been reflected on my FinChoice loan account. My December installment was scheduled around 12 December 2025. However, I only received my salary on 19 December 2025. On the same day, 19 December 2025, the December debit order was successfully deducted from my Standard Bank account. Other debit orders from my bank account were also deducted on the same day and are reflecting successfully, and therefore this debit order should be treated in the same manner. Despite the debit order having gone through, my FinChoice loan account still reflects as being in arrears. I have contacted your call centre several times regarding this matter and have received conflicting responses. Some consultants advised that I should make a manual payment; however, this would result in me paying twice, as the debit order amount has already been deducted from my bank account. Another consultant advised that FinChoice is aware of a system issue affecting Standard Bank debit orders since Thursday, 18 December 2025, and that this issue is still being resolved. However, subsequent calls from other consultants indicated that they were not aware of this issue and continued to request that I make a manual payment. For reference, I have already emailed screenshots of my bank account and my bank statement to *** as proof that the debit order was successfully deducted. I respectfully request that: My December debit order payment be traced and allocated to my FinChoice loan account; My account be updated to reflect that the December 2025 installment has been paid; and Collection calls and the arrears status be paused while this matter is being resolved. I am not refusing to pay; however, I cannot make a second payment for an amount that has already been deducted from my bank account. I would appreciate written confirmation once the payment has been successfully allocated to my account.