1 reviews | Active since Jan 2021
Unauthorized Double Debi Check Mandates and Failure to Cancel Subscription
Company: Isabella Garcia
Details of Complaint: I requested cancellation of my Insta Glow subscription on 23 January 2026. Despite this, Isabella Garcia registered two Debi Check mandates of R264.38 each against my bank account with different reference numbers, scheduled for 20 January 2026. When one failed, another debit was processed on 2 February 2026 without my consent.
The mandate details also show a maximum debit limit of R10,000, which is far above the subscription cost of R264.38. This is unacceptable and exposes me to unauthorized debits.
On 3 February 2026, I spoke to Masana, who promised to escalate my case to the cancellation department. I was told someone would contact me within 10 working days, but no one has followed up. On 11 February 2026, Isabella Garcia announced they were switching all debit order clients to Debi Check for security, and that a special agent would assist me. To date, no one has called.
I have disputed these debits, but I am concerned that another unauthorised debit will go off again on 20 February 2026.
This company has failed to honour its promises, ignored my cancellation request, and continues to debit my account unfairly. Their practices are misleading and not customer-centric.
Requested Resolution:
Immediate cancellation of my subscription.
Removal of all Debi Check mandates registered against my account.
Full refund of all unauthorised debits (December and February).
Written confirmation of cancellation, refund, and mandate removal.
Thank you sincerely for bringing this matter to our attention. I would like to extend my heartfelt apologies for the frustration and inconvenience you have experienced. Please know that this is certainly not the level of service we strive to provide.
I did attempt to reach you telephonically, however, I was unfortunately unable to connect with you.
In the interim, I have personally attended to your query via email and ensured that the necessary arrangements and resolution have been put in place to address your matter promptly and thoroughly.
Should you have any further questions or require any additional assistance, please feel free to respond directly to my email. We are fully committed to resolving this matter to your complete satisfaction, and I will personally follow up to ensure that everything is handled seamlessly.
Once again, please accept my sincerest apologies for the inconvenience caused. Thank you for affording us the opportunity to make this right.
Your trust and satisfaction remain incredibly important to us.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za
Thank you sincerely for bringing this matter to our attention. I would like to extend my heartfelt apologies for the frustration and inconvenience you have experienced. Please know that this is certainly not the level of service we strive to provide.
I did attempt to reach you telephonically, however, I was unfortunately unable to connect with you.
In the interim, I have personally attended to your query via email and ensured that the necessary arrangements and resolution have been put in place to address your matter promptly and thoroughly.
Should you have any further questions or require any additional assistance, please feel free to respond directly to my email. We are fully committed to resolving this matter to your complete satisfaction, and I will personally follow up to ensure that everything is handled seamlessly.
Once again, please accept my sincerest apologies for the inconvenience caused. Thank you for affording us the opportunity to make this right.
Your trust and satisfaction remain incredibly important to us.
Warmest regards,
Andri Olivier
Client Care Assistant Manager
Isabella Garcia International (Pty) Ltd
www.isabellagarcia.co.za