Re: A complaint about bad service from financial instituion - Getbucks (Smart Advance).

<div>Good day Sir / Madam

This email serves as complaint against a financial institution: Getbucks (Smart Advance). I had 18 months personal loan with the company which had to exist from January 2020 and the final Month was supposed to be June 2021.

In July I contacted their offices to check if I can get a paid-up letter but I was told by 2 agents that my account was previously sold in error to another company (MBD), so I should contact that company to check how much is outstanding on the count as they are handling it. That was done without my concern or notification as I monthly instalments were still debited by Smart Advance . Then that other company (MBD) gave me their statement which confirmed that the outstanding amount is R506.94 but to my surprise my full monthly payments of R1263.88 went through in that Month (June). Then I contacted them to check if there is going to be any refund to be made as the outstanding amount is lesser than the amount taken from my account and it was the last Month of my contract.

I was told by Ingrid @ MBD that according to their records my account is paid up / settled, there is no longer outstanding figure on it, so for refund I should contact Smart Advance (Getbucks) as they are the ones who were collecting debit orders from my bank. Then I contacted Smart Advcance on number: *** and I spoke to Andrew (Customer Services) who informed me that there is still an outstanding amount of R955.08 reflecting on my account but he could not explain how my contract is exceeding the agreed 18 months (See the 2nd attachment for reference). According to the above mentioned information, I have been owing two companies for the same account at the same period. How is this possible? If June 2021 was the last month of my contract why am I still having outstanding amount after that Month?. If my account was sold in error to another company, then why should I suffer the consequences of that mistake as I was not even informed and they were receiving my instalments?

I tried on several times to ask for escalation matrix of the 2 mentioned companies to lodge complaints but all in vain.

I am very disappointed with the service I received from this companies as I have been loyal to them. I am hoping that you will help me in investigating, resolving this case and provide outcome. Yours Sincerely

Letjedi Freddy Modipa Mobile: ***

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