Refund

Dear Pay Stretch Complaints Team,

I am writing to formally escalate my complaint regarding the two Pay Stretch transactions of R1,000 and R1,500. The funds were not received or reflected in my Cheque/Money Market account, yet I am being charged interest and repayments for money that I never received.

This situation is unacceptable. I have already spent significant time being referred from one department to another without a satisfactory resolution. I should not be expected to pay interest, fees or repayments on funds that were never made available to me.

I am therefore requesting a written resolution deadline within 2 business days of receipt of this email. Please provide the specific date by which this matter will be fully resolved.

The resolution must address the following:

- The whereabouts and status of the R1,000 and R1,500 transactions. - Reversal of any interest, fees or repayments relating to funds I did not receive. - Confirmation that I will not be held liable for these transactions if the funds were not successfully credited to my account. - Immediate correction of any adverse information reported to credit bureaux as a result of this matter. - Written confirmation that my account and credit record have been corrected, where applicable.

I will not accept another generic response or be referred between departments without ownership of this complaint. I expect this matter to be assigned to the appropriate complaints/escalations team and dealt with accordingly.

If I do not receive a specific written resolution deadline within 2 business days, or if the matter is not resolved within the deadline provided, I will proceed with further escalation to the relevant external complaints and regulatory authorities.

Please treat this as a formal complaint and provide your response in writing.

Kind regards, Ruweida Arends