Urgent Complaint: Unauthorised Debit and Request for Immediate Refund

Dear Mafori Finance,

I am writing to formally lodge a complaint regarding a debit that was processed against my bank account at approximately 04:00 this morning.

When I took out my loan, I specifically confirmed that the agreed debit date would be the 25th of every month. I understand that where the 25th falls on a weekend or public holiday, the debit may be processed on the preceding working day. However, the 25th falls on a normal working day, and I therefore do not understand why my account was debited earlier than the agreed date.

When I contacted Mafori Finance for an explanation, I was given an explanation relating to finance and the public holiday. This does not adequately explain why the debit was processed before the agreed debit date.

I did not agree to any change to my debit date or these terms, nor was I given any prior communication informing me that an earlier debit would be processed. I am therefore requesting a clear written explanation of:

Why the debit was processed before the agreed debit date;

What contractual or other authority Mafori Finance re**** upon to process the debit;

Why I was not notified beforehand of the change; and

The exact terms that Mafori Finance believes permit this debit.

This has caused me serious financial inconvenience. I am travelling to Durban today, and the money that was taken from my account was specifically needed for my travel expenses, including food and transport/Uber costs. I can provide proof of my travel arrangements if required.

I am therefore requesting that the amount incorrectly debited from my account be refunded to me today, as I urgently require access to these funds.

I want to make it clear that I am extremely dissatisfied with this situation. I should not have to explain why I need access to my own money because of an internal decision made by Mafori Finance without prior notice or my agreement.

Please treat this as an urgent formal complaint and provide me with a written response and confirmation of the refund as soon as possible.

I reserve my rights to escalate the matter through the appropriate financial and consumer complaint channels should this not be resolved promptly.

Kind regards, Amina Merasi *** ***