Payment updates delayed

I am writing to formally lodge a complaint regarding both an unexplained R500 charge on my account and the poor service I received when trying to resolve the matter through your call centre.My contract was for three months, and all instalments have been fully settled. I was therefore surprised to be informed that I supposedly owe an additional R500. When I called your call centre for clarification, I was unable to get any explanation for the charge.What followed was extremely disappointing:

1. Your agent, Lebeta Ndungane, was rude and dismissive when I asked basic questions about the charge.
2. She initially refused to transfer me to a manager, and only did so after I insisted.
3. When I finally spoke to the manager, Iviwe Lupuzi, she provided contradicting information that did not clarify anything.
4. Instead of assisting me further, she made an inappropriate remark stating, “We don’t want to get people fired,” which felt unprofessional and irrelevant to the issue I was trying to resolve.

This entire experience has left me feeling extremely frustrated and disappointed with the level of service provided. I expect clear communication, respectful treatment, and accurate information — none of which occurred.I request the following:

• A full and detailed breakdown of the alleged R500 charge
• Confirmation of whether this amount is valid, and if not, immediate removal of the charge
• A review of the conduct of both staff members mentioned
• Written confirmation once my account is corrected and fully settled

I trust that this matter will be handled urgently and with the seriousness it deserves.
Please respond to this email within 5 working days with a resolution.