Complaint Regarding Incorrect Outstanding Balance and Poor Customer Service

Dear Sir/Madam,

I would like to formally raise a complaint regarding my account.

A debit order was presented against my account, after which I provided my bank statement for the month of May as requested. Thereafter, in June, I made payment via EFT to settle the amount due.

Despite this payment, another debit attempt was made against my account. I have now been advised that there is still an outstanding balance, which is both confusing and concerning given the information and proof of payment already provided.

In addition, I am disappointed with the service I received from Candice in the Debtors Department. I found her to be unhelpful and lacking the basic customer service skills expected when dealing with a customer trying to resolve a payment query. Rather than assisting in clarifying the matter, the interaction left me frustrated and without a clear explanation of the alleged outstanding amount.

I request that this matter be investigated urgently, that my account be reconciled correctly, and that I receive a detailed explanation of any balance claimed to be outstanding.

I look forward to your prompt response and resolution of this matter.