URGENT COMPLAINT - UNAUTHORISED AIRTIME DEDUCTIONS

Dear Sir / Madam,

I am writing to formally dispute your claims and to lodge a serious consumer complaint regarding airtime deductions that were made from my account over a period of approximately three (3) years, despite the fact that I cancelled this contract and did not receive the airtime.

I was advised by Mr Price that, according to your records, the contract was allegedly not cancelled and that you have “found a voice recording” in which I supposedly agreed to continue with the service. I dispute this and place the following on record:

1. Contract Was Cancelled

I clearly cancelled this contract. Your claim that the contract was not cancelled is disputed. As you allege that a recording exists, I have formally requested to hear the recording, which is my legal right as a consumer.

2. Formal Request for the Voice Recording

Under the Consumer Protection Act (CPA):

You must be able to prove that I agreed to the service.

Any verbal agreement must be clear, informed, lawful, and recorded.

I am entitled to the full and unedited voice recording, not a summary or transcript.

Mr Price has confirmed that you claim to have found the recording. I therefore formally demand that the full recording be provided to me.

Failure to provide this recording means you cannot lawfully rely on an alleged verbal agreement.

3. Failure to Deliver the Service

Regardless of your claims, airtime was deducted from my account for three years, and I did not receive the airtime. This constitutes:

Failure to deliver a paid-for service

Unfair billing

******** deductions

This conduct is in direct violation of the Consumer Protection Act.

4. Refund Required – No Airtime Accepted

I hereby state clearly and unequivocally:

I do not want airtime

The contract is cancelled

I demand a full refund of all monies deducted from my account

If a service:

Was not delivered, or

Was misrepresented, or

Was deducted without proper, informed consent,

then the lawful remedy is a refund of money, not forced airtime.

5. Notice of Escalation

This is a very serious matter. Should this issue not be resolved in full, I will escalate the complaint to:

The National Consumer Commission (NCC), and

The Consumer Goods & Services Ombud (CGSO)

Please provide the following -

The full voice recording you allege exists,

Proof that airtime was delivered to me, and

Written confirmation of the full refund process and timeline.

I trust that this matter will now be handled with the seriousness and urgency it warrants.

Yours faithfully, Carmen Frank ***