Complaint Regarding Inadequate Service and Billing Errors by NuPay

I wish to express my extreme dissatisfaction and frustration with the services provided by NuPay. Our experience has been marred by repeated failures in service delivery and billing errors, despite our consistent efforts to resolve these issues. Our grievances began on 12 December 2022 when we notified NuPay of our intention to cancel our services except for one debicheck merchant, as the services provided were not the services promised. The terminals were made available for collection on the same day, but it took one month for them to be collected, and, only on 27 January 2023, we received confirmation of cancellation. Following this, we encountered a protracted five-month struggle with NuPay to rectify our account and had to return numerous ******** debits they presented against our account. To compound matters, NuPay’s error led to the misrepresentation of our account status on our bank statements, showing as "NuPay arrears," when in fact NuPay was responsible for the discrepancies. Despite sending a final cancellation notice for all services on 5 June 2023 and providing detailed reasons for our cancellation to Vaughn Hechter, Head of Customer Services, on 6 June 2023, our account was debited again on 4 September 2023 and 04 December 2023. This repeated debiting of our account is wholly unacceptable. The persistent failure to rectify these issues, coupled with erroneous billings and disregard for our cancellation requests, has severely affected our trust and confidence in NuPay's services. We demand an immediate resolution to these matters and a cessation of any further unauthorized debits from our account. We expect prompt action to rectify these errors and prevent any future unauthorized transactions on our account.