Complaint

To Whom It May Concern,

I am writing to lodge a formal complaint against Mr Price Mobile for failing to process the cancellation of my SIM deal, despite a binding settlement agreement being reached and paid in full.

1. Timeline of Events and Background

November 2025: I initially submitted a formal request to cancel my SIM deal. Due to the subsequent loss of my cellular device, my copy of the initial correspondence history was lost. However, your internal system logs will verify this ongoing request.March 2026: Following my persistent requests, Mr Price Mobile made a formal settlement offer. I was granted a discount and instructed to pay a final settlement amount of R560.00 to permanently close the account.End of March 2026: I accepted this offer and paid the R560.00 in full at a physical Mr Price store.

2. Evidence of Payment While the physical paper receipt was misplaced, this payment is fully documented on my official bank statement. I have attached a copy of this bank statement to this email, with the specific line item showing the R560.00 payment to Mr Price Mobile clearly highlighted as irrefutable proof of settlement.

3. Current Dispute and Financial Impact Despite fulfilling my end of the agreement, Mr Price Mobile has failed to close the account. Your company has continued to run unauthorized debit orders against my bank account for April, May, and June 2026.

Because these debits violate our settlement agreement, I have been forced to instruct my bank to reverse these unauthorized funds. This ongoing issue is causing me severe financial inconvenience and risks unfairly damaging my credit profile.

4. Required Resolutions To resolve this matter amicably without escalation to the National Consumer Commission (NCC) or the Ombudsman, I require Mr Price Mobile to execute the following actions within five (5) business days:

Immediate Cancellation: Terminate the SIM contract permanently and close the account with a zero balance.Cease Debit Orders: Immediately remove my banking details from your billing system to stop all future debit attempts.Written Confirmation: Provide me with an official "Letter of Debt Settlement" and confirmation of account closure.Credit Bureau Protection: Ensure that no negative payment profile updates or default listings are submitted to TransUnion, Experian, or any other credit bureaus regarding this disputed period.

If this matter is not resolved within the stipulated timeframe, I will immediately escalate this dispute to the Ombudsman for Banking Services regarding the debit abuse, and lodge a formal case with The National Consumer Commission (NCC) for breach of the Consumer Protection Act.

I expect a prompt response acknowledging receipt of this complaint and confirming the steps being taken to rectify your system error.

Regards,