Refund Not Paid

Good day Finchoice,

I am writing to formally lodge a complaint regarding an unresolved refund that has now been outstanding for five months. Despite numerous calls, emails and engagements with your consultants, this issue remains unresolved, and I have reached my wits’ end attempting to obtain assistance.

In June 2025, I made the difficult decision to enter Debt Review. During onboarding, the financial consultant clearly advised that Debt Busters would manage all debits going forward and that third parties would not debit my account. However, on my payday, both Debt Busters and a third party (Finchoice) debited my account. As a result, I was left with no available funds.

I immediately contacted your consultant and was instructed to submit a bank statement once my statement cycle ended. I followed this instruction and thereafter contacted the call centre to confirm whether the refund could still be logged; I was advised that it could.I sent finchoice an email when this happend they refused to assist me and told me to speak to my Financial advisor.

I subsequently submitted all required documents and logged refund requests for two amounts: R3,495 and R9,547. I was then told to allow up to 21 days for processing. Within this period, only the first amount was refunded. I was later informed by the consultant assisting me that he had omitted the request for the second refund and advised me to call back the following Monday.

Since then, every time I contacted the call centre, I was told to “wait until Friday” as the third party allegedly only processes payments on that day. Multiple Fridays have come and gone with no resolution and no refund.

On Wednesday, 26 October I spoke with the consultant managing the matter, who sent through a request to Finchoice AGAIN and still it has been crickets.

It is unacceptable that a matter as straightforward as a refund has been dragging on for five months with no progress, no transparency, and no accountability. I require urgent confirmation of:

1. The status of the outstanding refund of R9,547 2. Where these funds were allocated if not refunded 3.why this issue has not been repeatedly delayed despite multiple follow-ups 4. An immediate date on which the refund will be paid to me. 5. My insurances have lapsed ,my cellphone bill in arrears and I have been struggling to get it up to date because of the double debits that took place.

Please treat this matter with the seriousness it deserves. I expect written confirmation and resolution within 5 business days.

Kind regards, Danielle