Dissatisfied

Good Day

I am writing to you today as a really dissatisfied customer.

On the 26th of January 2021 I app**** for the covid relief on the digital platform and I received the attached letter stating that it has been approved. On the 8th February 2021 I called in stipulating I have not yet received any correspondence relating to my covid relief and asked what is required from me to ensure that the debit order does not go off on the 26 February, the consultant asked me to please forward the email I received stipulating it was approved, which I did. ( see attached)

On the 26th February my debit order went off and I called in for the debit order to be refunded, the consultant advise it will take 7-10 working days for me to receive my reversal, after my emphasising to her I cannot wait 7-10 working days, she just couldn’t care and stuck to the 7 – 10 working days. I had no choice but then to just accept.

On Tuesday the 2nd March I called again and got through to a gentle man Kutlwano Komane who was so helpful and explained my story , he then advised that due to me submitting well ahead of time he will ensure I will get my refund on the day latest next day which matarialised.

Today I receive a call from your collections department saying my account is in arrears, I explained to the gentleman of my arrangement and he then advise the payment holiday is still not loaded. I went into the back called and the lady in the personal loan dept advised my account is at collections and no such holiday payment has been loaded on my account.

The strange thing is that my husband app**** for the exact same relief payment and he has no issues at all

I don’t know what to do anymore, my prestige banker is of no help – WHAT DO I NEED TO DO IN ORDER FOR THE payment holiday to be loaded onto my account?

I look forward to you response

Regards,