Refund for Unauthorised debit order

Re: Formal Complaint and Request for Refund of Unauthorised Debit Order Ref Plan177099 Dear Isabella Garcia Customer Service,

I am writing to formally lodge a complaint regarding an unauthorised debit order that was processed against my Capitec account after my previous contract with Isabella Garcia had ended.

I had a contract with Isabella Garcia that was in good standing, and I completed the contract in full. Following the completion of the contract, no further debit orders were being processed because the agreement had ended. I therefore had no reason to expect any further charges from Isabella Garcia.

On the 3rd month, I received an SMS stating that a parcel was out for delivery. As I had not placed any new order or entered into any new agreement with Isabella Garcia, I assumed the SMS was a **** and did not act on it. At the time of delivery, I was at work and nobody was home to receive the parcel.

I subsequently discovered that Isabella Garcia had debited my account. This caused my cellphone contract debit order to bounce, as I had deliberately left the exact amount required for my cellphone contract in the account. The unauthorised debit by Isabella Garcia therefore directly resulted in another legitimate payment being unsuccessful and potentially caused additional inconvenience and costs.

I contacted Isabella Garcia and spoke to a consultant who confirmed that the last time I had spoken to one of their consultants was the previous year. I did not agree to enter into a new contract, nor did I authorise Isabella Garcia to debit my account for a new contract or order.

I have made numerous calls and sent correspondence requesting that the money be refunded to the account from which it was taken. Instead of refunding the money, I have now been issued a credit to purchase products from the Isabella Garcia website. I do not accept this as a resolution.

I did not request these products, I did not authorise the debit, and I do not wish to purchase anything from Isabella Garcia. Providing me with store credit effectively forces me to spend money with your company in order to recover funds that were taken from my account without my authorisation. This is unacceptable.

Your subsequent SMS informing me that I can use the credit to purchase products from your website, and that the credit will remain available for three years, does not resolve the matter. I should not be required to purchase products I do not want in order to recover my own money.

I therefore formally request that the full amount that was ********ly/unauthorisedly debited from my Capitec account be refunded directly into the same account from which it was taken. I will not accept website credit or vouchers as a substitute for a monetary refund.

I also request a written explanation of:

The basis on which the new contract or order was created. When and how I allegedly authorised this contract. The date and method by which my alleged consent was obtained. Why a debit order was processed after my previous contract had been completed. Why a parcel was dispatched when I had not requested or authorised a new order. Why my request for a monetary refund was replaced with website credit.

This matter is not about the quality of your products. It is about trust, consent and the principle of taking money from a customer's account without their authorisation. Regardless of how good your products may be, I cannot support or continue a business relationship with a company where I feel that my financial instructions and consent have not been respected.

I expect the money to be returned to my Capitec account without further delay. I should not be expected to bear any costs or consequences arising from an unauthorised debit that I did not request or approve.

Please treat this as a formal complaint and provide me with written confirmation of the refund, together with the relevant details regarding the alleged contract and authorisation.

I look forward to your urgent response and resolution of this matter.