Incorrect Debit Order Processing Dates & Bank Charges Incurred

Good day Ms Kgwadi Masego.
1. I note that even after our lengthy conversation on 10/02/2026 @14:39 wherein I explained in great detail the unresolved issues which was confronted by me and your verbal telephonic assertion that our next communication will be via email within 48 hours, nothing whatsoever has happened.
2. I also confirmed with you in this conversation that payment will be made immediately upon receipt of an updated statement from you reflecting the credits for bank charges due to me and proof of payment will be emailed to you but nothing has been received to date.
3. Matrix/Powerfleet have created the impression via their tot ignored my compl

3. Matrix/Powererfleet have created the impression via their total silence that this matter will not be resolved in an amicable manne.
4. It seems as if I may be reluctantly compelled to elevate my complaint to the next regulatory level.
5. As indicated in our conversation, why is it so difficult to do the right thing?

NB: This reply continues from the 1st reply above per points 1&2. as the reply button was inadvertently pressed before my reply was fully completed. Point 3 in the 1st reply above was replaced with point 3 in the 2nd reply. Error regretted.

26/02/2026: Latest update regarding Matrix query:
Received email from Ms Kgwadi dated 24/02/2026 at 14:37 wherein a commitment was made by matrix to pass credits requested and which will be reflected on my matrix account “within the next 5 working days.”

My response to this email for the record was as follows:
Good day Ms Kgwadi
Your email reply below, contents of which have been noted, refers.
Superficially, this seems to be fine. However, it's important to bear in mind that should the latest matrix/powerfleet statement not reflect the credit alluded to per your email below, then I reserve all my rights including the right to reject the next debit order raised if it is not for the correct amount. Furthermore, if this is the case, then any bank charges incurred for this action, will be claimed from you in addition to the credit already alluded to in your reply below. I trust that the correct thing will be done from your side and that it will not be necessary for me to reject your latest debit order.
Obviously, you will note that it's impossible for me to make the payment to you via Eft as promised because I don't have the adjusted/ corrected statement from your company reflecting the credit at hand so, presumably it will be processed together with the debit order for March, 2026.
Kindly advise me if you still want me to make an Eft payment separately but in order to do this, you will need to email to me the adjusted/ corrected statement to enable me to effect the payment to your company.
Suggestion: kindly refer to the debit order form which was emailed to your company recently from me which clearly states the 1st as the agreed date on which my debit order must be processed.

NB: Note that 5 working days have not elapsed as yet so this post is an update for record purposes. Awaiting confirmation via matrix company statements that credits requested have been processed as promised and do correctly appear on my account with matrix

Latest Edited Update Sent to Matrix's MD email address on 04/03/2026 at 10:30 and was promptly allocated case number ***5
Case numbers:***5; ***2; ***1 et al
I'm reluctantly compelled to lodge the following complaint with you as I'm not getting any response from your Ms Masego Kgwadi who is supposed to be handling this matter. All existing avenues have been explored and are exhausted and you, sir, are now the only person who can help resolve the impasse reached. Details of my complaint are clearly articulated in the tranch of emails appearing below (not included here but already sent to MD) so.I will not repeat them in great detail save to say that the outstanding issues to amicably resolve are the following:
1. Debit orders are being processed by Matrix on dates that were never agreed to. The debit order authorisation form specifically offers four options and I selected the 1st (of the month) as my preferred choice.
2. The consequence of point 1 above is that the bank raises bank charges whenever a debit order is unpaid. Obviously there are no funds because no funds were meant to be in the account on that date. In any event, the debit order was not supposed to have been processed by Matrix on that particular date.
3. Attention of Matrix was immediately drawn to these issues (there are three incidents when this happened) and case numbers were allocated. However, nothing of substance was done regarding these case numbers. One email reply on 09/02/2026 at 14:55 categorically stated that "...we will be debiting on the correct date from now onwards." But, Matrix unsuccessfully tried to sneak in the March,2026 subs debit order on the 28/02/2026! So much for written promises.
Another email simply informed me that notices were sent out via email on 12/12/2025 regarding early processing of debit orders but no substantive proof was ever produced even though one was requested. To simply make a statement that something was done and not provide any proof to support that statement is no proof that it was actually done!
4. Ms Kgwadi informed me via email on 24/02/2026 at 14:37 that credit for bank charges incurred by me for January and February was requested and "... will appear on my Matrix account within the next 5 working days." The March,2026 statement was subsequently received via email on 01/03/2026 but no credit appeared on it. Ms Kgwadi was immediately contacted via email to express my frustration and to date, no reply was ever received from her.
5. Further bank charges were incurred when Matrix failed in their attempt to process the March,2026 subs on 28/02/2026. So, credit due to me is now for three charges raised by the bank and not two. Proof of these charges were emailed to Ms Kgwadi.
6. I haven't experienced these kind of problems before (been a client for about 10years) and to say that I'm shocked at the level of service from Matrix regarding these issues is an understatement. Your assistance and positive intervention in resolving these issues by doing the right thing and passing the necessary credits due to me on my account and also emailing me your statement reflecting these adjustments by return will be appreciated.
I don't think that these requests are unreasonable as all I'm asking for is:
1.Process my debit orders on the date agreed to as per the Matrix debit authorisation form already signed and submitted via email to Matrix previously:
2. Do the right thing now by crediting my account with the amount due to me as promised in writing via email from Ms Kgwadi dated 24/02/2026 as alluded to above and,
3. Email me the statement reflecting this adjustment.

Unfortunately, Matrix has chosen via their inaction not only total contempt by ignoring my reasonable requests but are also discourteous and totally unprofessional.