Uncommunicated Penalty Charge - Request for Clarification

We have tried to speak with your agents but the point does not seem to land and so we are forced to take it here with hope that it is escalated to someone that understands your obligation to transparency....

The matter at hand.

A R428.98 charge that was app**** to my account on 5 August 2025. I acknowledge that the debit order for June 2025 was initially unsuccessful, and a manual payment was subsequently made after. However, at the time, I was not advised of any penalty fees that would be app****.

Furthermore, no communication was sent to me at the time the penalty was app**** or any time thereafter, until I discovered the charge myself.

I kindly request: • A full explanation and breakdown of the penalty amount; • Confirmation of where this penalty of R428.98 is stipulated in the original contract; • An explanation of why no communication was sent informing me of the charge once it was app****. (a breach of transparency)

In accordance with the Consumer Protection Act, I believe it is my right to be properly notified of charges in ADVANCE. If this penalty was not clearly disclosed at the point of missed payment or at the time it was app****, I respectfully request a review and reversal of the fee.

Please DM me for details pertaining to the account in question.

Many Thanks