Urgent resolution to complaint - ***F required

I am writing to express my extreme disappointment with the level of service I have received over the past week. Despite numerous calls, secure chats, and even lodging a formal complaint (reference ***F), my issue remains unresolved.

I have been unemployed for the past eight months and have only recently started a new job. Acknowledging that my account was in arrears, I proactively arranged a repayment plan to settle the balance over six months, with the first installment scheduled for 3 August 2025—my new salary date. I have a screenshot from the app confirming this arrangement.

However, on 15 July 2025, a payment from SARS was made into my account following an auto-assessment, and the entire arrears amount was debited, disregarding the agreed arrangement. Since then, I have been passed from one consultant to another, with no resolution or meaningful assistance. I have documented screenshots of chats and records of my calls, yet not a single person has helped or made me feel heard.

I urgently require the difference between the full arrears amount and the first agreed installment to be refunded today, as I have unexpected medical expenses that cannot wait. The original arrangement can remain in place, but I need immediate access to the remaining funds.

I have already submitted the requested information to the person handling my complaint and completed the OFV at the branch. However, I have not received any response to my follow-up emails or call-back requests.

This matter is urgent. If the repayment arrangement was not valid, it should never have been offered. I cannot continue waiting indefinitely while facing financial strain due to a failure in your internal processes.

Please treat this as a matter requiring immediate attention and resolve it without further delay.

Sincerely, Chiara Barron ***