Formal Complaint – Non-compliance with POPIA/NCA and Harassment

Here’s a structured draft you could use to formally escalate this matter, either as a complaint letter/email to the company or as documentation for regulatory escalation (e.g., NCR or Ombudsman). I’ve kept it professional, assertive, and compliant with governance standards:

Subject: Formal Complaint – Non-compliance with POPIA/NCA and Harassment Dear Munik Basson Dagama Manager, I am writing to formally raise a complaint regarding the handling of my account and the repeated harassment I have experienced from your consultants. Despite making monthly payments, I have not received any updated or detailed statements reflecting my account status. When requesting a statement, I am repeatedly asked to provide excessive personal information (“pedigree”), even after supplying my Account and Reference numbers. This is unnecessary and obstructive. On 06/02/26, I specifically spoke to Ms. Nontu Ngwenya, who refused to send me a statement unless I “acknowledge the amount due.” It is unreasonable to expect acknowledgment of an amount when no updated statement has been provided. Furthermore, I requested escalation to a Senior Supervisor, but this was refused. Meanwhile, I am harassed with up to 10 calls per day, which I believe may even be incurring charges despite my refusal to answer. This conduct is unacceptable and appears to contravene: • POPI Act – by mishandling personal information and refusing to provide transparency. • National Credit Act (NCA) – by failing to provide accurate, updated statements despite ongoing payments, and by engaging in excessive collection harassment. I formally request: 1. Immediate provision of a detailed, updated statement of my account. 2. Written confirmation of compliance with POPIA and NCA obligations. 3. Cessation of excessive daily calls, with communication limited to reasonable and documented channels. 4. Escalation of this matter to a Senior Supervisor or Manager for resolution. Should this matter remain unresolved, I will have no choice but to escalate it to the National Credit Regulator and the Ombudsman for Banking Services for investigation. Yours sincerely,