Unjustified Collection Charges Despite Account Being Up to Date

I have been extremely disappointed with the service I’ve received from this company. Despite my account being fully up to date (according to my monthly statement and the payment history available on their app), I have been repeatedly charged R3.45 per collection message five times from March 11 to April 1, even though my March installment was not overdue. Additionally, I was charged for a collection letter that I still have not received three weeks later, despite my address not being in an outlying area.

This issue was raised in an email to the collections team on March 22, but despite the clear evidence that my account was current, I have yet to receive a satisfactory response or resolution. Instead, I am being harassed with unnecessary collection messages and unjustifiable fees, which I find not only frustrating but also unprofessional.

I expect an immediate refund for the unfair charges and for the collection messages to stop. If this issue remains unresolved, I will be forced to escalate it further.

I highly advise against using their services due to their poor communication, lack of transparency, and continued errors in managing accounts.