Urgent Complaint – Incorrect Non-Processing of Debit Order and Unwarranted Handover to Collections (Vehicle Asset ***/1)

I am writing to formally lodge a complaint regarding the handling of my vehicle asset account (Account Number: ***) with Standard Bank. I request your urgent intervention and resolution of this matter.

I had ensured that sufficient funds were available in my Private Banking Current Account (Account Number: ***8) for the scheduled debit order due on 25 April 2026. Despite this, I was later informed that the debit order was not processed.

On Saturday, 02 May 2026, I visited the bank to update my debit order details to a new bank account. It was during this visit that I became aware, to my surprise, that the debit order for April had not been executed. I subsequently contacted the Vehicle Asset Finance department, where it was confirmed that the debit order had indeed not run. However, no explanation was provided as to why the debit order failed, despite sufficient funds being available in my account.

For reference, the interaction on Saturday was logged under Ticket Number: ***.

I was then instructed to make an alternative payment, which I did promptly. This was highly inconvenient, as I had already taken the necessary steps to ensure the debit order would be honoured.

To my further concern, upon following up this morning, I was advised that my account has now been handed over to the collections department. This is unacceptable, as the failure to process the debit order was not due to any fault on my part. I have made multiple attempts to explain the situation; however, I am being redirected between departments without resolution.

This matter is causing reputational harm and may negatively impact my credit profile, which I take very seriously.