Complaint: Sportscene – Paid-Up Letter Not Issued Despite Settlement According to Their Quote

Complaint: Sportscene – Paid-Up Letter Not Issued Despite Settlement According to Their Quote I am extremely disappointed and frustrated with the manner in which my Sportscene account has been handled. I settled my Sportscene account in August 2026, based on the settlement quote that was issued to me by Sportscene. I paid the amount that I was advised was required to settle the account in full. After making the payment, I requested that my account be closed and that I be provided with a paid-up letter. This request was made at the beginning of September 2026. Despite making the payment and specifically requesting closure of the account and confirmation that it had been settled, I never received the paid-up letter. Last week, I followed up telephonically because I urgently require the paid-up letter. To my shock, I was informed that there is apparently still an amount outstanding on my account and that I cannot be issued with a paid-up letter until I pay this additional amount. I strongly dispute this. I paid the amount required according to the settlement quote provided by Sportscene. I re**** on the information provided by your company and made payment accordingly. It is completely unreasonable to issue a customer with a settlement figure, accept payment of that amount, and then subsequently advise the customer that another amount is owing before the account can be considered settled. Furthermore, I specifically requested that the account be closed after settlement, yet this was apparently not actioned either. I am therefore not willing to make another payment towards an amount that was not included in the settlement figure provided to me. If Sportscene believes that I still owe money, I require a clear written explanation of how this amount was calculated and why it was not included in the settlement quote that I paid. This matter has now become urgent. I have fulfilled my obligation based on the settlement amount provided to me, and I should not have to continue chasing Sportscene for a paid-up letter or be forced to pay an amount that I was never advised formed part of the settlement. I am requesting that Sportscene urgently: Update/close my account accordingly. Provide me with my paid-up letter without further delay. I have done what was required of me and paid the settlement amount provided by Sportscene. I now expect Sportscene to honour the settlement agreement and provide me with the paid-up letter urgently. This has been an unnecessary and extremely frustrating experience, and I expect this matter to be resolved without me having to make another payment for an amount that was not included in the settlement quote.