Extremely Disappointed: Lee Morgan Changed My Instalment Without Proper Communication — Now I’m in Arrears for Payments I Was Never Aware Of

Uncommunicated Instalment Change and Incorrect Arrears on My Lee Morgan Account

I am extremely disappointed and frustrated with the way my Lee Morgan account has been handled, particularly because I have made a genuine and deliberate effort to bring my account up to date and maintain a good payment record.

Earlier this year, I experienced financial difficulty and fell behind on my account. However, in May, when I received my bonus, I made a conscious decision to use a substantial amount of that money to settle my arrears and get my account back into good standing.

I contacted Lee Morgan, was advised of an amount that needed to be paid, and made a substantial manual payment towards my arrears. I subsequently contacted Lee Morgan again and was advised of additional arrears that I had not previously been aware of. I paid those amounts as well because my intention was very clear: I wanted to settle what I owed, bring my account up to date and continue paying my normal monthly instalment going forward.

After making these payments, I ensured that sufficient money was available in my bank account for my monthly debit order. I understood that my normal instalment would continue to be collected.

From approximately June/July, however, the debit order being collected was approximately R400. I therefore made sure that I had at least that amount available in my account each month.

I did NOT request for my instalment to be reduced to approximately R400.

This is extremely important to me because it makes absolutely no sense that I would make substantial payments specifically to clear my arrears, with the intention of getting my account up to date, and then deliberately ask for my monthly instalment to be reduced to an amount that would cause me to fall into arrears again.

My intention was to pay what I owed, continue paying my account every month, complete my instalment obligations and maintain a good credit record.

So I would like Lee Morgan to clearly explain:

Who requested that my instalment be reduced to approximately R400?

And if Lee Morgan's position is that I somehow agreed to this amount, I want to know whether it was clearly explained to me that the normal contractual instalment was higher and that paying approximately R400 would mean that the difference would continue accumulating as arrears.

Was this clearly communicated to me?

Because if I had been told, "We are going to collect approximately R400, but please understand that this is less than your normal instalment and the difference will continue accumulating as arrears," I would not have agreed to that arrangement.

I was actively trying to do the exact opposite.

In August, I again made sure that money was available in my account based on the amount that had previously been deducted. However, Lee Morgan then attempted to collect approximately R500 instead.

I had not been informed that the debit-order amount had changed.

As a result, the debit order was returned unpaid. I immediately contacted Lee Morgan and explained that nobody had communicated the change in the instalment amount to me. I was told that they understood my concern and that the matter would be addressed.

I am now receiving SMSs stating that I am approximately R800 in arrears.

This is extremely frustrating because I have been actively trying to pay my account and improve my financial position. I did not ask Lee Morgan to reduce my instalment. I did not ask them to put me on an arrangement that would cause arrears to accumulate. I made substantial payments specifically because I wanted to clear my arrears.

I therefore need Lee Morgan to provide a factual explanation supported by records.

I am requesting:

1. A complete statement of my account from May 2026 to date. 2. A full allocation of every payment I have made, including manual payments and debit orders. 3. A detailed explanation of how the current alleged arrears of approximately R800 were calculated. 4. The date on which my instalment was changed to approximately R400. 5. The contractual basis for this change. 6. Proof of who requested or authorised the reduction to approximately R400. 7. Copies/details of the communication in which I was informed of or agreed to this reduced amount. 8. Confirmation of whether I was informed that paying approximately R400 would result in the difference accumulating as arrears. 9. An explanation of why the debit-order amount was subsequently changed from approximately R400 to approximately R500 without me being informed. 10. Confirmation of whether any adverse information has been submitted to a credit bureau regarding my account and, if so, exactly what information was submitted and when. 11. If any incorrect information has been reported, I request that it be corrected. 12. A written explanation of what Lee Morgan considers to be the correct amount currently outstanding and why.

I also want to address the interaction I had with one of your consultants.

When I expressed my frustration and explained that I had been working hard to improve my payment history and credit profile, I was told that my credit profile was "already ruined."

I found this statement extremely inappropriate and discouraging, particularly when I was actively trying to resolve my account.

I acknowledge that I became extremely angry during the conversation and used inappropriate language towards the consultant. I accept that this was not appropriate and I regret speaking to her in that manner. However, my frustration arose from repeatedly trying to explain that I have been making an effort to pay my account and then being told that I am in arrears because of circumstances that I did not knowingly request or agree to.

I am not refusing to pay my account.

I am asking Lee Morgan to reconcile my account properly and explain how these arrears arose.

There is a significant difference between a consumer deliberately refusing to pay an account and a consumer who is actively making payments, ensuring money is available for debit orders, paying additional amounts when advised of arrears, and then discovering that the debit-order amount has apparently been changed without their knowledge.

I am therefore requesting that this matter be formally investigated and resolved based on the actual payment history, debit-order records, contractual terms and communications with me.

I would appreciate a written response addressing each of the points above rather than simply being told that my account is in arrears.

I have made a genuine effort to bring this account up to date, and I expect the matter to be dealt with fairly, transparently and based on the actual records.