Dispute Regarding Loan Arrears and Hand Over

Good Day,

I am writing to formally dispute the status of my loan account.

My loan previously fell into arrears, however I made a payment arrangement with Old Mutual and deductions have been made consistently every month in terms of that arrangement. Since 2024, I have not missed any payment, and I have proof of all deductions made.

I was therefore surprised to receive a call informing me that my loan account has been handed over due to non-payment. In addition, despite the monthly deductions, the loan balance does not appear to be decreasing.

Kindly investigate the following urgently:

Why the account was handed over despite regular monthly payments. Why the loan balance is not reducing accordingly. Confirmation that all payments made since 2024 have been correctly allocated to my account.

Please also advise whether there are additional charges, interest, or penalties being added to the account.

I kindly request a detailed statement of account and written feedback regarding this matter.

Your urgent assistance will be highly appreciated.