FINCHOICE - DISGUSTING SERVICE!

Dear FinChoice and PayJustNow,

I am writing to lodge a formal complaint regarding the handling of my account. I settled my account in August, yet I was recently informed by one of your agents that “someone forgot to update my payment.”

Not only is this unacceptable from an administrative standpoint, but the agent I spoke with was rude and condescending, which further compounded the frustration caused by your company’s error.

In terms of the Consumer Protection Act (Act No. 68 of 2008), I wish to remind you of the following:

Section 54: Consumers have the right to receive timely, quality service and to expect that any administrative or billing errors will be corrected promptly and professionally.

Section 65: Once a consumer has made full payment, the supplier is required to safeguard and correctly apply such payment without undue delay or negligence.

Your failure to update my payment record constitutes a breach of these obligations and has caused unnecessary inconvenience and distress.

I therefore request:

Written confirmation that my payment and account status have now been correctly updated.

An official apology for the agent’s conduct and the administrative oversight.

Confirmation that no adverse information has been, or will be, reported to any credit bureau as a result of this error.

Should this matter not be resolved within 7 working days, I will have no choice but to escalate the issue to the National Consumer Commission (NCC) and the Credit Ombudsman for further investigation.

I trust that this matter will receive your urgent attention and be rectified without further delay.