Poor service

Your complaint ***NF is now closed. For any concerns, call ***. Thank you for your patience. Dear Team, I am disappointed to receive communication advising that my complaint has been closed, as the matter has not been resolved. My initial complaint was logged after my loan account, which was settled in full during April, was still debited from my bank account. At the time, I was advised that the debit order had already been submitted to the bank in error, which is why a refund was processed back to my account during early May. I was further informed that my loan account would be closed to prevent any further debits. However, at the end of May, another debit order was deducted from my bank account. Upon logging a second complaint, I was then advised that my loan account had in fact not been closed, which is why the debit order was processed again. I explained to the consultant that I had previously been informed that the April debit order was an error and that my account would be closed after the refund was processed. The consultant advised that she would escalate the matter to management to arrange for another refund and ensure that the account is properly closed. I am therefore confused by the email received tonight stating that a “write-off” was approved and that the complaint has been closed. To my understanding, my loan account was already settled in full. I require clarity on: What exactly was written off; Why a write-off was necessary on a paid-up account; Confirmation that my refund is being processed; Written confirmation that the account has now been permanently closed; and Assurance that no further debit orders will be processed from my bank account. At this stage, I do not consider this complaint resolved, and I request that the matter remain open until the above concerns have been fully addressed