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Dear Prime Loans Customer Support,

Thank you for your response.

I do not accept that this matter has been properly resolved, and I dispute the characterisation of the R373.63 as merely a non-refundable discount.

My complaint has never been that I am requesting a refund of a discount simply because I changed my mind or chose to pay the full balance.

The facts are that Prime Loans provided me with a final settlement amount of R560.43. I subsequently made a payment of R934.06 on 14 July 2026. The difference of R373.63 arose because the discounted settlement amount was not reflected or available as an option on the payment platform when I made the payment.

I therefore dispute your assertion that I voluntarily chose to pay the full outstanding balance instead of accepting the discounted settlement. The issue is whether your payment process allowed me to make the settlement payment at the amount that had been offered to me.

Your response also states that refunds apply where an amount is owed to the client, such as an overpayment or incorrect debit. In this instance, I maintain that R373.63 is precisely the amount paid above the agreed discounted settlement figure.

I therefore request that Prime Loans provide me with:

1. A clear reconciliation showing how the R934.06 payment was allocated;
2. Confirmation of the outstanding balance immediately prior to my payment;
3. The basis on which Prime Loans determined that R560.43 was the final settlement amount;
4. Evidence that the discounted settlement option was available to me through the payment platform at the time I made the payment; and
5. A specific explanation as to why the R373.63 should not be treated as an overpayment in circumstances where the settlement amount communicated to me was R560.43.

I have retained the relevant payment confirmation and settlement correspondence and have already raised this matter with the National Credit Regulator.

I respectfully request that Prime Loans reconsider its position based on the actual dispute raised, rather than treating this as a general request for a refund of a discount.

If Prime Loans maintains that the matter is concluded, please provide your final written position together with the above reconciliation and supporting explanation so that I can submit the complete record to the NCR for further consideration.

I look forward to your final response.

Kind regards,

Unathi Mamve

Dear Prime Loans Customer Support,

Thank you for your response.

I acknowledge your position, but I do not agree that it resolves my complaint.

My dispute is not about whether R934.06 was the original outstanding balance. The issue is that I was offered a discounted settlement of R560.43, but when I attempted to make payment on 14 July 2026, the discounted option was not available on your payment platform. I therefore paid R934.06.

I am disputing the additional R373.63 because I was unable to utilise the settlement discount that had been offered to me.

This is a matter of principle, as I should not be disadvantaged because the discounted payment option was not available when I attempted to make payment.

I request that Prime Loans reconsider this matter and address the circumstances surrounding the unavailable discounted payment option.

Kind regards,
Unathi Mamve