1/5 Stars - Unacceptable Billing and Customer Service Experience with Nupay

I am writing to express my extreme disappointment with Nupay's billing and customer service practices. After almost six years as a merchant with Nupay, I decided to cancel my contract on June 9, 2025, and notified my account managers, Mary-Anne Domoney and Subash Maharaj(Consultant), via email. I explicitly requested that all terminals, maintenance, and insurance be cancelled, except for access to the Debicheck website for pending arrangements.

Despite this, I was billed for August (R1,564.00) and September (R1,276.50) for services that were no longer required. I sent multiple emails to Mary-Anne and Subash on August 1, 7, and 10, and again on September 9, but received only one response from Mary-Anne on September 9, asking Subash to follow up on the matter. To date, there has been no resolution or further communication. Subash has not responded as instructed by his manager Mary-anne.

As a long-standing merchant, I expect a higher level of professionalism and customer service from Nupay. The lack of response and follow-up from the account management team is unacceptable and suggests a lack of regard for customer concerns.

Merchant Details:

- Merchant Code: *** - Account Managers: Mary-Anne Domoney and Subash Maharaj

Billing Issues:

- August: R1,564.00 - September: R1,276.50

I hope that Nupay will take immediate action to rectify this situation and improve their customer service standards.

Rating Breakdown:

- Responsiveness: 1/5 - Professionalism: 1/5 - Customer Service: 1/5