Incorrect Outstanding Balance, Payments and Contract Term

To Whom It May Concern,

With no better way of contacting you regarding this matter, I am raising this as a formal complaint and require a proper investigation and written explanation.

My husband took out a cellphone contract in February. Unfortunately, the phone was damaged due to his own fault. However, payments have continued to be made towards the account.

Last week, another payment was made, and based on our calculations, there should only have been approximately R200 and something outstanding on the device. However, when he checked the self-service account, it suddenly showed that he has 8 months remaining.

This raises a very serious concern: Where have all the payments made towards this account been allocated, and how has the remaining balance and contract period been calculated?

I also have a separate cellphone contract which was taken out in July. I paid the required 30% upfront payment at the time of purchase, and my first monthly payment was made in August. Despite this, the account is now showing that I have 8 months remaining.

This does not make sense to us, and we need a detailed explanation of exactly how these contracts and remaining balances are being calculated.

I therefore request the following for both accounts:

1. A complete statement of account from the date each contract commenced. 2. A breakdown of every payment received and how each payment was allocated. 3. A breakdown of the original device price, upfront payment, monthly instalments, interest/fees (if applicable), and any other charges. 4. Confirmation of the original contract term and the exact number of instalments remaining. 5. An explanation of why the self-service system is showing 8 months remaining on both accounts. 6. Confirmation that no payments have been incorrectly allocated, reversed, duplicated, or omitted. 7. Confirmation of the current settlement amount on each account. 8. A written explanation of how the 30% upfront payment on my July contract was accounted for.

We are extremely concerned because the figures currently being displayed suggest that our payments are not being reflected correctly, and this could place us under unnecessary financial strain.

Please do not simply provide the current balance. I require a full transaction history and calculation showing exactly how you arrived at the outstanding amount and remaining term.

I am requesting that this matter be investigated urgently and that a formal written response and complaint reference number be provided.

Should this matter not be resolved satisfactorily, I intend escalating the complaint to the National Financial Ombud Scheme (NFO) and any other relevant regulatory authority. The NFO specifically deals with complaints involving credit providers, including disputes relating to accounts and statements, after the provider's own complaint process has been exhausted.

Please treat this as a formal complaint and provide the requested documentation and explanation.

Kind regards,