Unauthorized Deduction of Funds from Customer Account

My account was debited on the 7th Feb 2026 for R4578.37. I had no knowledge of the instruction, nor was I informed as to what was the reason for the deduction. I called the call center on Monday 9th Feb 2026, and they were no help and asked that I send an email with the supporting information that I had been wrongfully debited and that I wanted my funds to be returned. I did so and waited patiently for my response, which was received the next day. To which it was just an acknowledgement and will be investigated.

I called the call center multiple times, because they say they will get back to and nobody calls. I have to call back and follow up with them on funds that they incorrectly debited. I've asked multiple times that my money be returned. The investigation is taking place and I have to keep nagging for an update as well as my funds to be returned. I've asked that my matter be escalated and get back to me. No one calls me. All they keep doing is dragging me on and not giving me back my money and a proper explanation.

This type of service is not exceptional. I've been a member for over 20years, this is not acceptable.