Ongoing debits on a cacelled contract

To Whom It May Concern,

I am writing to formally lodge a complaint regarding the continued debiting of my account despite multiple cancellation requests and my compliance with the cancellation requirements communicated to me by your staff.

I previously had an online profile linked to the username: ***. Unfortunately, I can no longer access the profile or portal to retrieve proof of my cancellation requests.

I initially submitted an online cancellation request on 2 December 2025 under the understanding that the cancellation process would take approximately 30 working days. I submitted this request more than once and received no feedback or confirmation from your side.

The December debit order was processed, and I assumed that this would be the final payment linked to my membership cancellation. Thereafter, on 23 January 2026, I spoke to one of your account agents, whom I recall as Nthabiseng. She advised me to complete a cancellation form titled “AD002 – Request to Cancel,” which she emailed to me. I completed and returned the form to the Accounts2@alberton... email address as instructed.

Although I no longer have access to the sent email because my mailbox was deleted, I still have the scanned attachment saved in my documents as proof that I completed the required cancellation form.

On 27 January 2026, another debit order was processed from my account. Since I was under the impression that my membership had already been cancelled, I reversed the debit order. I then contacted your offices again and spoke to another consultant who informed me, for the first time, that I was required to pay three additional months after the cancellation date.

Following several discussions, I eventually spoke to the manager, Thandi, on 30 January 2026. She also confirmed the requirement for the three additional payments after cancellation. In good faith and in compliance with this instruction, I made the following payments:

Payment on 30 January 2026 Payment on 27 February 2026

Thereafter, I contacted Thandi again, and she advised that a paid-up letter would be sent to me. I followed up with reception on the same day and was informed that Thandi was still busy. I later contacted the branch again on the 27th after noticing that debit orders were still being processed from my account. I spoke to Thandi once more, and she advised that she would get back to me. To date, the matter remains unresolved.

I am extremely dissatisfied with the handling of this matter. I have made multiple attempts to cancel my membership, comp**** with the payment requirements communicated to me by your staff, and yet unauthorized debits continue to be processed from my account.

I therefore request the following as a matter of urgency:

Immediate cancellation of my membership/account. Immediate cessation of all debit orders from my account. Written confirmation that my account has been cleared and settled in full. Resolution of any incorrect outstanding balance or account status linked to my name.

I trust that this matter will be resolved urgently to avoid further escalation.