Debit order not going through, despite having more than enough funds: Impact on my credit record.

Dear Nedbank Home Loans Team, I am writing to formally lodge a complaint regarding the handling of my home loan debit order for December. Early in December, I received an SMS from Nedbank stating that the debit order would be processed earlier than usual. I immediately contacted your team and requested that the date remain unchanged, as I had just joined a new company and was uncertain about my December pay date. The matter was left unresolved at that point. Given that two public holidays fell on my usual debit order date, I reasonably assumed the debit would be processed on the next business day (Monday), as was the case with other debit orders. When this did not happen, I contacted your call centre and spoke to Antonio, who informed me that the debit order had failed due to “insufficient funds.” This is incorrect. I provided Antonio with my bank statement, which clearly shows that I had sufficient funds from 19 December onward—enough to cover even double the bond amount. This failure appears to be due to a system error on Nedbank’s side, and I request the following corrective actions:

Immediate rectification of any negative impact on my credit record caused by this failed debit order. Reversal of any unfairly accumulated interest or penalties resulting from this error. Written confirmation that my account is in good standing and that this incident will not affect my creditworthiness.

I trust Nedbank values its customers and will resolve this matter promptly and fairly. Please confirm receipt of this complaint and advise on the steps you will take to address it.