Lack of accountability

I am writing to formally lodge a complaint regarding the incompetence and poor customer service I have encountered regarding my account with PayJoy.

In November 2024, I entered into a contract with PayJoy. The loan was paid off in December 2024, but I have since encountered an issue where two separate profiles with different references were created for the same account with ITC. While one profile was updated to reflect the settlement, the second profile, which is linked to the same account, remains active. This has led to the inaccurate representation that I still owe PayJoy.

Upon reaching out to inquire about the second account, I was informed that it was, in fact, for the same account I settled. However, I am now being told that I need to take steps to update the second profile. I find it unacceptable that PayJoy created this mess in the first place, and now I am being asked to correct it.

Why am I being forced to rectify a problem caused by PayJoy? It is deeply frustrating that the first profile was updated without issue, yet the second profile remains unresolved. Why is it so difficult for PayJoy to update the second account, as they did with the first?

I expect a prompt resolution to this matter, with both profiles updated to accurately reflect the settled status of my account. I request that this be done without further delay or unnecessary action on my part.

I look forward to your immediate attention and a satisfactory resolution to this issue.