Prime Loans: Still No Refund or Communication

Prime Loans, your latest response confirms the most important part of my complaint: your collections team expressly confirmed that the R373.63 would be refunded and provided a specific timeframe for the refund.I do not accept that this matter can simply be dismissed as a “misunderstanding”. This was a written representation made to me by your authorised collections team after my payment had already been processed.Furthermore, the discounted settlement amount could not be paid through your payment system, which is why I paid the full amount. I have retained the correspondence and proof of payment relating to this matter.If Prime Loans now maintains that the R373.63 was merely a discount and was never refundable, please explain why your collections department twice acknowledged that the amount was refundable and provided a specific date/time by which the refund would be processed.I request that Prime Loans provide a clear written reconciliation showing the original settlement amount, the discount app****, the amount actually paid by me, how the R373.63 was accounted for, and the contractual/policy basis re**** upon for refusing the refund.I do not consider this complaint resolved simply because Prime Loans has now changed its position. I request that the matter be escalated to the appropriate complaints/resolution department and that a final written response be provided.

Furthermore, please provide the specific clause in the applicable Terms and Conditions or policy that states that a settlement discount is non-refundable, and confirm that this was the version applicable to my loan at the time of the settlement. I have reviewed the contracts and terms provided to me and I cannot find any provision stating that a settlement discount is non-refundable. Please therefore identify the exact clause re**** upon by Prime Loans and provide a copy of the applicable policy/terms if it does not appear in my contractual documentation.

Thank you for the update. I acknowledge the escalation and will await the outcome of the full review.

I trust that the review will consider the written communications from your Collections team on two separate occasions confirming that the R373.63 would be refunded, including the specific refund timeframe that was provided, as well as the contractual basis for subsequently treating the amount as a non-refundable discount.

I appreciate that this is the quickest response I have received from Prime Loans regarding this matter, and I acknowledge the escalation. Given the history of delays in receiving responses and resolutions, I will allow the relevant department to complete its review without imposing an arbitrary timeframe at this stage.

I look forward to receiving the outcome and next steps in writing.