TT
Tebogo T
1 reviews | Active since Oct 2023
29 Jul 2025, 04:55
Unauthorised Debit Order
At no point did I authorise or approve any deduction from my bank account to recover the overpaid amount. As per DebiCheck regulations, and in terms of the National Credit Act, a signed or electronically confirmed mandate is required for any debit order to be legally processed. This condition was not met.
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Replies (1)TT
Tebogo T's updateReviewer Update
29 Jul 2025, 11:09I refer to the ongoing unresolved complaint relating to the following issues:
• An unauthorised debit order that was processed from my account without consent
• A claim service failure that has remained unresolved since submission
• My repeated but ignored request for management to contact me directly
• A pending request to refund premiums from policy inception due to service non-fulfilment
Since I lodged my claim, I have made multiple requests for management to contact me regarding my concerns, but to date, no one has done so. Instead, I received a call from the workshop your team allocated for my vehicle repairs. I explained to the workshop that I could not proceed with the repair because my query with FNB remains unresolved, specifically regarding my request for a full refund of premiums from inception due to the poor handling of my claim and service experience.
Despite this, a debit order was processed from my account without authorisation, which is not only ******** but further aggravates the breakdown in trust. As previously stated, I did not consent to this debit, and I am requesting its immediate reversal. The fact that this was actioned without my input is deeply concerning and a clear violation of the DebiCheck regulations, Treating Customers Fairly (TCF) principles, and Policyholder Protection Rules (PPR) obligations.
To summarise my position:
• The claim has not been resolved in a satisfactory or timely manner
• My request for premium refund from inception remains outstanding
• No senior representative has contacted me despite repeated requests
• An unauthorised debit has now been made against my account, adding financial and emotional distress
This communication serves as a final reminder to address this matter urgently. I request:
• Immediate reversal of the unauthorised debit.
• Written confirmation that no further deductions will be made without consent.
• Feedback regarding my refund request for premiums from inception.
• A formal apology and explanation from management for the service failure and lack of contact.
If I do not receive a substantive response within 1 working day (24hrs), I will escalate this matter formally to the Ombudsman for Short-Term Insurance (OSTI) and the Financial Sector Conduct Authority (FSCA), including a full record of all unanswered queries and delays.
Kind regards,
• An unauthorised debit order that was processed from my account without consent
• A claim service failure that has remained unresolved since submission
• My repeated but ignored request for management to contact me directly
• A pending request to refund premiums from policy inception due to service non-fulfilment
Since I lodged my claim, I have made multiple requests for management to contact me regarding my concerns, but to date, no one has done so. Instead, I received a call from the workshop your team allocated for my vehicle repairs. I explained to the workshop that I could not proceed with the repair because my query with FNB remains unresolved, specifically regarding my request for a full refund of premiums from inception due to the poor handling of my claim and service experience.
Despite this, a debit order was processed from my account without authorisation, which is not only ******** but further aggravates the breakdown in trust. As previously stated, I did not consent to this debit, and I am requesting its immediate reversal. The fact that this was actioned without my input is deeply concerning and a clear violation of the DebiCheck regulations, Treating Customers Fairly (TCF) principles, and Policyholder Protection Rules (PPR) obligations.
To summarise my position:
• The claim has not been resolved in a satisfactory or timely manner
• My request for premium refund from inception remains outstanding
• No senior representative has contacted me despite repeated requests
• An unauthorised debit has now been made against my account, adding financial and emotional distress
This communication serves as a final reminder to address this matter urgently. I request:
• Immediate reversal of the unauthorised debit.
• Written confirmation that no further deductions will be made without consent.
• Feedback regarding my refund request for premiums from inception.
• A formal apology and explanation from management for the service failure and lack of contact.
If I do not receive a substantive response within 1 working day (24hrs), I will escalate this matter formally to the Ombudsman for Short-Term Insurance (OSTI) and the Financial Sector Conduct Authority (FSCA), including a full record of all unanswered queries and delays.
Kind regards,
TT
Tebogo T's update29 Jul 2025, 11:09
Reviewer Update
I refer to the ongoing unresolved complaint relating to the following issues:
• An unauthorised debit order that was processed from my account without consent
• A claim service failure that has remained unresolved since submission
• My repeated but ignored request for management to contact me directly
• A pending request to refund premiums from policy inception due to service non-fulfilment
Since I lodged my claim, I have made multiple requests for management to contact me regarding my concerns, but to date, no one has done so. Instead, I received a call from the workshop your team allocated for my vehicle repairs. I explained to the workshop that I could not proceed with the repair because my query with FNB remains unresolved, specifically regarding my request for a full refund of premiums from inception due to the poor handling of my claim and service experience.
Despite this, a debit order was processed from my account without authorisation, which is not only ******** but further aggravates the breakdown in trust. As previously stated, I did not consent to this debit, and I am requesting its immediate reversal. The fact that this was actioned without my input is deeply concerning and a clear violation of the DebiCheck regulations, Treating Customers Fairly (TCF) principles, and Policyholder Protection Rules (PPR) obligations.
To summarise my position:
• The claim has not been resolved in a satisfactory or timely manner
• My request for premium refund from inception remains outstanding
• No senior representative has contacted me despite repeated requests
• An unauthorised debit has now been made against my account, adding financial and emotional distress
This communication serves as a final reminder to address this matter urgently. I request:
• Immediate reversal of the unauthorised debit.
• Written confirmation that no further deductions will be made without consent.
• Feedback regarding my refund request for premiums from inception.
• A formal apology and explanation from management for the service failure and lack of contact.
If I do not receive a substantive response within 1 working day (24hrs), I will escalate this matter formally to the Ombudsman for Short-Term Insurance (OSTI) and the Financial Sector Conduct Authority (FSCA), including a full record of all unanswered queries and delays.
Kind regards,
• An unauthorised debit order that was processed from my account without consent
• A claim service failure that has remained unresolved since submission
• My repeated but ignored request for management to contact me directly
• A pending request to refund premiums from policy inception due to service non-fulfilment
Since I lodged my claim, I have made multiple requests for management to contact me regarding my concerns, but to date, no one has done so. Instead, I received a call from the workshop your team allocated for my vehicle repairs. I explained to the workshop that I could not proceed with the repair because my query with FNB remains unresolved, specifically regarding my request for a full refund of premiums from inception due to the poor handling of my claim and service experience.
Despite this, a debit order was processed from my account without authorisation, which is not only ******** but further aggravates the breakdown in trust. As previously stated, I did not consent to this debit, and I am requesting its immediate reversal. The fact that this was actioned without my input is deeply concerning and a clear violation of the DebiCheck regulations, Treating Customers Fairly (TCF) principles, and Policyholder Protection Rules (PPR) obligations.
To summarise my position:
• The claim has not been resolved in a satisfactory or timely manner
• My request for premium refund from inception remains outstanding
• No senior representative has contacted me despite repeated requests
• An unauthorised debit has now been made against my account, adding financial and emotional distress
This communication serves as a final reminder to address this matter urgently. I request:
• Immediate reversal of the unauthorised debit.
• Written confirmation that no further deductions will be made without consent.
• Feedback regarding my refund request for premiums from inception.
• A formal apology and explanation from management for the service failure and lack of contact.
If I do not receive a substantive response within 1 working day (24hrs), I will escalate this matter formally to the Ombudsman for Short-Term Insurance (OSTI) and the Financial Sector Conduct Authority (FSCA), including a full record of all unanswered queries and delays.
Kind regards,