Unfair and Inconsistent Handling of Refund Request by FinChoice Legal and Administrative Departments

I am extremely disappointed with the manner in which FinChoice Africa’s Legal and Administrative Departments have handled my refund request related to my insurance claim dating back to August 2025.

A debit order was processed on 20 August 2025 for my MobiMoney account, during a period when I had already resigned on medical grounds and later submitted a valid insurance claim to cover my accounts. Although my supporting documents were submitted in October — including my doctor’s medical report, final payslip showing short payment, and CCMA confirmation for my ongoing employment dispute — the claim itself was successfully used to settle another FinChoice account that had missed its August installment.

This clearly proves that the claim was active and valid to cater for August obligations. Yet, for reasons that keep changing, the Legal and Admin teams have refused to refund the August debit order on my MobiMoney account, despite having all the relevant documentation needed for reversal and compliance.

To date, I have received three different reasons for rejection — from confusion around which month’s installment it concerns, to my withdrawal patterns, and finally to account tracking timelines — all of which I have clearly addressed and disproven with written evidence. Each time I provided clarification, a new reason was presented, creating the impression that FinChoice is intentionally avoiding resolution instead of assessing the matter fairly.

It is unreasonable that one account could benefit from the claim for the same month (August), yet another account cannot be refunded for that same period under the same claim. The installment can clearly be reversed and covered by the claim, as supported by the documents already provided.

I have been a loyal FinChoice client for years, maintaining my profiles responsibly and in good standing. This inconsistent treatment feels unfair and dismissive of both my medical circumstances and the evidence I’ve provided.

I am therefore requesting that FinChoice urgently reviews my refund request, ensures it is referred to the relevant credit/refunds department, and processes the August debit order refund in line with the approved claim.

All supporting documents — including the medical report, short-pay payslip, and CCMA proof — have already been submitted multiple times to both the Legal and Admin departments.

FinChoice has an obligation to apply consistency and fairness in handling client claims. I sincerely hope this matter will be resolved promptly and professionally.

Name: Makhosi Biyela Contact: *** ID: ***