Bad service

Good day Mobicred Customer Services,

I would like to formally lodge a complaint regarding the handling of my account and the service received from your call centre.

I am very disappointed with the experience. I contacted Mobicred at my own cost to query why my account reflects arrears for June, despite paying via debit order.

My concern is that no debit was taken in April, while payments were successfully processed in May, June and July. I need clarity on why April was not collected and why my account is now in arrears.

During my call, I was told the system was down and asked to call back after 12:00. This is unacceptable, as I should have been assisted or my query properly logged without incurring further cost.

I request the following:

Full payment and debit-order history, including April.

Explanation for the failed April debit order.

Confirmation of whether a debit was submitted to my bank and why it failed.

Reason my account reflects arrears if the failure was not my fault.

Details of any interest, penalties or fees added.

Removal of any charges caused by this issue.

Review of the consultant’s conduct.

A written response to this complaint.

I am not refusing payment, but I will not accept arrears without a clear explanation of the April debit failure.

Please treat this as a formal complaint and respond urgently.