Additional fee with acknowledgment

I am writing to lodge a formal complaint regarding an unexplained R202 charge that has been added to my account for the cancellation of a debit order.

I have already contacted your call centre to query this matter and have sent an email attaching my bank statements for reference. In previous months, there were unsuccessful debit order attempts, yet no additional fees were ever app****. However, between June and August this year, this new charge has suddenly started appearing on my account.

At no point was I informed that such a fee would be introduced or app****. I find it unfair and inconsistent to now be billed for something that was never previously charged or communicated.

I kindly request that this matter be urgently investigated and resolved, and that the R202 charge be reversed. Additionally, please provide a clear explanation or policy reference regarding these debit order cancellation fees moving forward.

Furthermore, despite receiving responses from your team, my concern remains unanswered. I still have not been given a clear reason as to why this charge did not apply in previous months but is now being added without any prior notice or advi*****t.

I am therefore formally disputing this charge and requesting a proper resolution.

Thank you for your attention to this matter. I look forward to a prompt and transparent response.

Kind regards, Bianca Saaiman