Unauthorized collections of debit orders, poorest customer service experience

I would like to raise a dispute and lodge a formal complaint against Rentoza for:

1. Not explaining the debit change process and fee of R 300,00 correctly, which I had paid on the 17th of April 2024. The request had been explicit, is saying that my debit order collection date move from the last day of each month(30th/31st) to the 10th of each month and this to accommodate for my remuneration that I now receive on the 10th of each month – I will be more than happy to share confirmation of this. However this did not move my April collection date as explained by Ritha [Rentoza Rep in Cresta] but I rather found that I would be double debited within the first 10 days of May 2024 for two subscriptions[Iphone12 and Samsung A14] 2. Failing to correctly explain the above, I found that I would have to pay two subscriptions which meant two payments of R 1 480,00(R 2 960,00) had been collected between the 3rd – 10th of May 2024 3. Furthermore, I had initiated a purchase for the Xbox Series S, which had been paid on the 17th of April 2024 which had been an amount of R 465,50. Dispatch/delivery had been delayed subject to availability and I had been informed by Ritha that I would be billed for May 2024 as I cannot be billed for an item that I do not have in my possession. I have retained the WhatsApp correspondence/communication to which I received confirmation that I could consider my May 2024 subscription for the Xbox Series S paid. Delivery had then been made on the 30th of April 2024 just after midday. And I within my application for the Xbox Series S requested for a debit order collection date of the 10th of each month, as this is my date of remuneration. Sadly, on the 17th of May 2024 I had been debited for the Xbox Series S, this collection falls outside of my selected debit order day and I again can provide a copy of my agreement. With this I had engaged Kagiso [Rentoza Rep Cresta] by way of WhatsApp text message, expressing my unhappiness with what has happened, requested for immediate reimbur*****t and I am yet to receive a response from the representative to this day. Correspondence/communication can be made available as well as the said rep could answer my questions regarding the unauthorized debit to which I responded I will be lodging a dispute and raising the matter with Hello Peter and all affiliated regulatory bodies. 4. Now, you would have thought that the mishap would not happen again however on the 29th of May 2024, an authorized debit order collection had been processed for the Samsung A14 subscription. This would imply that I had paid a total of three subscriptions for this device within a single month. Rentoza has now placed a soft-lock onto the device and I want this removed immediately, I further request that they get the debit order administration in order and do not debit me outside of the agreed upon parameters and further require a written apology from both Ritha and Kagiso. In addition, with this unauthorized collection I had sent yours truly, Kagiso from Rentoza Cresta a screenshot and a text regarding this, requesting for immediate reimbur*****t and I am yet to receive acknowledgement or a response to this message which had been sent on the 29th of May 2024. 5. Today (10/06/2024), I received a call from the a Rentoza call centre agent perhaps working within the payments division, indicating that my subscription is overdue. I indicated all of the above to which the consultant dismissed my questions/concerns and rather probed me to listen. I request an immediate apology for this as this conduct, unauthorized debit order collections and the poorest service I have ever come across is just not acceptable.

Below are payment details, dates for each respective subscription and confirmation can be made available. Not forgetting, that I have kept all email requests and correspondence confirming all of the above as well.

FNB inContact Payment Confirmation – R 465,50 paid on the 17th of April 2024 (Xbox Series S) FNB inContact Payment Confirmation – R 310,00 paid on the 3rd of May 2024 (Samsung A14) FNB inContact Payment Confirmation – R 1 170,00 paid on the 3rd of May 2024 (Iphone 12) FNB inContact Payment Confirmation – R 310,00 paid on the 10th of May 2024 (Samsung A14) FNB inContact Payment Confirmation – R 1 170,00 paid on the 10th of May 2024 (Iphone 12) FNB inContact Payment Confirmation – R 425,00 paid on the 17th of May 2024 (Xbox Series S) FNB inContact Payment Confirmation – R 310,00 paid on the 29th of May 2024 (Samsung A14)