Lack of communication.

I would like to formally lodge a complaint regarding the ongoing communication failures and incorrect payment notifications from Groenewald Lubbe.

I have attempted multiple times to contact your call centre for assistance, however calls either do not connect or go unanswered.

In December, I made a payment arrangement as agreed. In January, I was informed that I needed to make a new payment arrangement, which I then did.

For the current month, I made my payment on 14 January 2026. Despite this, I have received two SMS messages stating that no payment has been made, which is incorrect.

Today, I received another SMS stating that no payment arrangement exists, even though one was made.

When I contacted the WhatsApp line for clarity, I was asked to submit proof of payment (POP), despite the fact that I had already emailed the POP twice to two different email addresses provided by your office.

I sent the POP again via WhatsApp and was advised it would be reviewed and that feedback would follow. The chat was then ended without any response.

I sent a follow-up message yesterday requesting an update and received no response at all.

This ongoing lack of communication and repeated incorrect SMS notifications are causing unnecessary stress and confusion, especially since I have comp**** fully with all payment requirements.

I am requesting the following urgently:

Written confirmation that my payment arrangement is active

Confirmation that my payment made on 14 January 2026 has been received and allocated correctly

Correction of your internal system to prevent further incorrect SMS notifications

Improved communication going forward

I have made every effort to remain compliant and cooperative, and I expect the same level of professionalism in return.

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