nM
nontethelelo M
1 reviews | Active since Jun 2025
28 Jun 2025, 04:06
Debit mandate
I had a call from one of the consultants she told me about paying in installments for my order, I approved the debit mandate when I check the total on the mandate it daid R10 000, I sent and email asking to cancel the mandate because my order was only for R1000,they never rep**** to me and on the 26th they debited money on my bank account, I sent any email inquiring about the debit they made, 48 hours passed without getting a refund.this is very disappointing
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Isabella Garcia's replyOfficial
30 Jun 2025, 06:31Dear Nontethelelo,
Thank you so much for reaching out and for taking the time to share your concerns with us.
Please accept my heartfelt apology for any confusion or frustration this situation may have caused. I can only imagine how unsettling it must have been to see a debit mandate reflecting R10 000 when your order was for R1 000. Your peace of mind is extremely important to us, and I truly appreciate the opportunity to clarify matters.
Kindly note that the R10 000 amount you observed on the debit mandate is not the amount we intended to deduct from your account. Rather, it serves as a standard industry safeguard to cover the maximum potential available for instalments over time—this allows us to process your actual agreed-upon instalments without needing repeated authorisations. Please rest assured, your consultant did respond on 17 March 2025 to confirm that only your agreed instalment would be deducted, not the full amount shown on the mandate.
With regard to your cancellation request, we unfortunately only received your second email on 26 June 2025 at 08:27. At that stage, the debit order had already been submitted on 23 June, in line with our terms and conditions that govern the handling of rejected debit orders.
I can also confirm that our consultant followed up on 29 June regarding the reimbur*****t query. I will reach out to you shortly via email to ensure that every aspect has been addressed to your satisfaction and that you feel fully supported throughout this process.
Your trust means the world to us, and we are wholeheartedly committed to ensuring this is resolved with the care and attention you deserve.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you so much for reaching out and for taking the time to share your concerns with us.
Please accept my heartfelt apology for any confusion or frustration this situation may have caused. I can only imagine how unsettling it must have been to see a debit mandate reflecting R10 000 when your order was for R1 000. Your peace of mind is extremely important to us, and I truly appreciate the opportunity to clarify matters.
Kindly note that the R10 000 amount you observed on the debit mandate is not the amount we intended to deduct from your account. Rather, it serves as a standard industry safeguard to cover the maximum potential available for instalments over time—this allows us to process your actual agreed-upon instalments without needing repeated authorisations. Please rest assured, your consultant did respond on 17 March 2025 to confirm that only your agreed instalment would be deducted, not the full amount shown on the mandate.
With regard to your cancellation request, we unfortunately only received your second email on 26 June 2025 at 08:27. At that stage, the debit order had already been submitted on 23 June, in line with our terms and conditions that govern the handling of rejected debit orders.
I can also confirm that our consultant followed up on 29 June regarding the reimbur*****t query. I will reach out to you shortly via email to ensure that every aspect has been addressed to your satisfaction and that you feel fully supported throughout this process.
Your trust means the world to us, and we are wholeheartedly committed to ensuring this is resolved with the care and attention you deserve.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Isabella Garcia's reply30 Jun 2025, 06:31
Official
Dear Nontethelelo,
Thank you so much for reaching out and for taking the time to share your concerns with us.
Please accept my heartfelt apology for any confusion or frustration this situation may have caused. I can only imagine how unsettling it must have been to see a debit mandate reflecting R10 000 when your order was for R1 000. Your peace of mind is extremely important to us, and I truly appreciate the opportunity to clarify matters.
Kindly note that the R10 000 amount you observed on the debit mandate is not the amount we intended to deduct from your account. Rather, it serves as a standard industry safeguard to cover the maximum potential available for instalments over time—this allows us to process your actual agreed-upon instalments without needing repeated authorisations. Please rest assured, your consultant did respond on 17 March 2025 to confirm that only your agreed instalment would be deducted, not the full amount shown on the mandate.
With regard to your cancellation request, we unfortunately only received your second email on 26 June 2025 at 08:27. At that stage, the debit order had already been submitted on 23 June, in line with our terms and conditions that govern the handling of rejected debit orders.
I can also confirm that our consultant followed up on 29 June regarding the reimbur*****t query. I will reach out to you shortly via email to ensure that every aspect has been addressed to your satisfaction and that you feel fully supported throughout this process.
Your trust means the world to us, and we are wholeheartedly committed to ensuring this is resolved with the care and attention you deserve.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
Thank you so much for reaching out and for taking the time to share your concerns with us.
Please accept my heartfelt apology for any confusion or frustration this situation may have caused. I can only imagine how unsettling it must have been to see a debit mandate reflecting R10 000 when your order was for R1 000. Your peace of mind is extremely important to us, and I truly appreciate the opportunity to clarify matters.
Kindly note that the R10 000 amount you observed on the debit mandate is not the amount we intended to deduct from your account. Rather, it serves as a standard industry safeguard to cover the maximum potential available for instalments over time—this allows us to process your actual agreed-upon instalments without needing repeated authorisations. Please rest assured, your consultant did respond on 17 March 2025 to confirm that only your agreed instalment would be deducted, not the full amount shown on the mandate.
With regard to your cancellation request, we unfortunately only received your second email on 26 June 2025 at 08:27. At that stage, the debit order had already been submitted on 23 June, in line with our terms and conditions that govern the handling of rejected debit orders.
I can also confirm that our consultant followed up on 29 June regarding the reimbur*****t query. I will reach out to you shortly via email to ensure that every aspect has been addressed to your satisfaction and that you feel fully supported throughout this process.
Your trust means the world to us, and we are wholeheartedly committed to ensuring this is resolved with the care and attention you deserve.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd