Formal Complaint Regarding Incorrect Settlement Amount and Unauthorized Debit

Formal Complaint Regarding Incorrect Settlement Amount and Unauthorized Debit

am writing to formally lodge a complaint regarding a recent issue I experienced with my account at Rochester.

On 25 July 2025, I visited your store to settle my account. I was informed that the full and final settlement amount due was R10,141, which I paid in full. However, two days later, an additional R2,230 was debited from my bank account without my consent or prior notice.

When I returned to the store to query this unauthorized debit, the staff contacted your debtors’ department. I was then told that the actual settlement amount was R12,000, not R10,141 as initially communicated to me in-store.

This situation is extremely disappointing and concerning. I re**** on the information provided by your staff and settled the amount in good faith. I should not be penalized for an internal miscommunication or error on your part.