Refund Still Not Paid After Vehicle Settled – No Response from Marquis Finance

I am extremely disappointed with the lack of accountability and follow-through from Marquis Finance. On 01 June 2025, a premium was deducted from my account — despite the fact that my vehicle had already been fully paid off. I understand that the deduction may have occurred due to timing issues with cancelling the debit order, but I was assured that the refund would be processed within 12 working days. To date, I have received no refund. The only reference to it appears vaguely in a settlement letter — no actual payment has been made, and no formal communication has followed. I contacted the call center on 30 June and was told the matter had been escalated and that I would receive an email. That email never came. This is unacceptable. Marquis Finance has now exceeded the six-week period allowed for resolving such matters under the FAIS Act. I will be lodging a formal complaint with the FAIS Ombud and, if necessary, the FSCA. I urge others to be cautious and to monitor their accounts closely after final settlement. A financial institution should not go silent when it owes a client money. If anyone else has experienced similar delays, I encourage you to speak up — we deserve better service and transparency.