Poor service

I am writing to express my disappointment with the poor service I have received from MFC since April 2025. Initially, I requested a refinancing arrangement for my vehicle due to financial constraints. On 18 April 2025 @ 08:55, I received correspondence from MFC (email address: ***) with an attached Client Addendum document (attached for reference).

According to the attachment (Part D: Revised Repayment Plan), my new monthly installment was set at R6789.92, effective 1 May 2025. I have been paying this amount on time every month since then. However, for the past two months, I've been receiving daily calls from different representatives at your call center, questioning my arrears status. Despite sending the relevant email and attachment to *** and *** eight times, the issue persists.

When I requested to speak to a manager or supervisor, the calls ceased, but the arrears notifications continued. I'm frustrated with repeatedly explaining the situation. Given that your calls are recorded, I expect your team to take notes and resolve the issue.

One representative even shouted at me, refusing to listen. I've maintained a professional demeanor throughout our interactions. A previous representative acknowledged that MFC made an error in not providing a Revised Repayment Plan letter. I have upheld my end of the agreement by paying the new installment without question.

I request that you rectify this situation and remove the arrears from my account. If not, I will escalate this matter to the ombudsman. I have retained all relevant documentation, emails, and phone records.

I appreciate your urgent attention to this matter.