Unfair Fee Charged After Bank ***** - Payflex Refuses Discretion

Summary of Issue: After being a victim of bank *****,my bank froze my account for security. This caused a scheduled Payflex instalment to be automatically declined. Despite providing evidence of the ***** and having zero fault in the matter, Payflex charged me a R125 "default fee" the NEXT day.

Key Points:

· The payment failure was 100% due to a ******** act (bank *****) and the subsequent security freeze by my bank—a circumstance completely beyond my control. · Payflex's own Terms & Conditions (Clause 8.4) give them the discretion to waive such fees, but they have refused to use it in this exceptional case. · Their customer service insists the fee is automatically app**** and must be paid, showing no flexibility or compassion for victims of crime. · They claim the National Credit Act (NCA) does not apply to them, yet their T&Cs (Clause 9.1.1) mention the NCA when it suits them.

My Position: I believe this practice is unfair.Charging penalty fees to customers who are victims of crime, through no fault of their own, is unjust. I am disputing the fee and have informed Payflex I will escalate the matter to the National Credit Regulator (NCR) and National Consumer Commission (NCC) for review.

Advice to Other Consumers: Be aware that Payflex may charge you fees even if a payment fails due to bank ***** or other emergencies outside your control.Their "discretion" to waive fees appears to be theoretical in practice.

Desired Outcome: Payflex should reverse the R125 fee and update its policies to allow for genuine discretion in cases of proven ***** or emergency.