Payment processed without documentation

Dear Sir/Madam

I am writing to bring to your attention a payment issue that has resulted in a duplication of payment. Earlier today, I received an email from your team stating that I needed to upload certain documents to facilitate a payment to Uganda. The email also mentioned that failure to upload the documents within 2-3 business days would result in the cancellation of the payment request.

Since I did not have the required documents, I decided to make the payment through an alternative bank account. However, to my surprise, I discovered that your team had processed the original payment despite the lack of documentation.

As a result, I have inadvertently made duplicate payments. I kindly request that you reverse the original payment to avoid any further complications. Given that your initial email explicitly stated that the payment would not be processed without the required documents, I believe it is reasonable to expect that the R325 reversal fee be waived.

I would appreciate it if you could look into this matter urgently and take the necessary steps to rectify the situation, so I don't have to go to Ombudsman.

Thank you for your prompt attention to this matter.