REFUND COMPLIANT

This letter is to notify you of my frustration and anger about a debit order of R2040,00 that went off my account on the 26th July 2021 after I had settled my debt with HP Attorneys on behalf of FNB credit card.

When I called to query this debit mistake, Patience Malobola who was handling my settlement arrangement apologized for the mistake because she forgot to cancel the debit on her side. With great understanding I followed the instructions of going to my bank (Capitec) so I can reverse the funds. But I was told by the bank that its not a reversible debit, they can’t do it on they side I need to contact my service provider since they blocked it from being reversed.

At this stage I am fuming and very irritated because I was forced to go to the bank during my time of isolation and working from home, at the bank I was told they can’t help, stating it’s a HP Attorney problem, I was put in a position to have to use my budgeted airtime and extra airtime loaned from MTN which I know owe just so I can keep on calling to follow up on this matter, and worse you caused my other accounts to bounce and left me penniless cause you took money that you were not suppose to. My last money that had to pay other debts and also sustain me and my daughter everyday till my next pay.

With all that heartache of speaking to several people every day when I call to follow up on the matter – I had to repeatedly explain myself and they would assure me that the refund is being processed. 9 days later on the 4th August 2021 after calling so many people to get a direct number to Patience – she tells me that the accounts department want me to go to the police station to make an affidavit to explain that the bank could not reverse the money, I must then scan and email it back to them and only then they can help me. IMAGINE!!!!!!

Its very revolting and degrading the way my refund was handled, showing your lack of customer care and non-existing procedure by call centre agents that hung up when they get an aggravated client, no record or notes made of my numerous calls, and no sense of compassion to rectify your wrong (HP Attorneys) that has caused me unnecessary headaches and additional debts by debiting after I have settled.

I have copied the complaints email address so I follow the right procedures to lay a formal complaint against HP Attorneys and cc Hello Peter as advised by my lawyer. I trust and hope that I will receive feedback within 24hours, telling me when I will get my refund