Urgent Request for Reversal of Penalty Fees and Account Assistance

I am writing to formally raise a complaint regarding penalty fees of R85 and R95 that were charged to my account. These charges were app**** due to a failed payment, which I believe occurred through no fault of my own.

On the day the payment was due, I attempted multiple times to make the payment via your website and app, but both platforms consistently gave me an error message throughout the day. Despite these technical issues, I still reached out to your support team for assistance. Unfortunately, the response I received from the consultant was unhelpful and did not resolve the matter.

Given that the failed payment was caused by a system error on your side, I kindly request that the penalty fees be reversed so that I can settle the full outstanding amount and close the account. I would like to resolve this matter as soon as possible but cannot do so until the penalties are removed.

I am extremely disappointed by the poor service I have received and hope that this issue can now be handled promptly and fairly.