Jet Account Settled, Yet I Am Still Being Billed

I have been a Jet customer for several years and unfortunately my experience has been extremely disappointing.

I had cellphone insurance linked to my account and when I needed assistance with a claim, I submitted all the required documents and visited multiple stores seeking help. Despite following the process, my claim was never resolved satisfactorily.

In an effort to put the matter behind me, I visited a Jet store on 20 July 2025 and specifically requested the amount required to settle and close my account. I paid the amount that was quoted to me in full and left believing that my account had been settled and closed.

To my surprise, I recently received communication advising that I still owe approximately R400 for a protection fee. If there was an outstanding balance, why was it not included in the settlement amount provided to me? Why was I not informed that charges would continue after I had specifically requested to close the account?

To make matters worse, when I contacted customer care for clarification, I spent my own airtime trying to resolve the issue. I was transferred to a consultant who was dismissive and disconnected the call while I was still explaining my situation.

As a customer, I acted in good faith. I requested a settlement amount, paid the amount provided, and expected the account to be closed. It is unfair for customers to be held liable for charges that arise because of incorrect or incomplete information provided by company representatives.

I am requesting: • A full explanation of the outstanding balance. • A detailed account statement. • An investigation into my unresolved insurance claim. • A review of the customer service I received. • The write-off of the approximately R400 balance and confirmation that my account is settled and closed.

I hope Jet will take this matter seriously and provide a fair resolution.