Account Not Closed as Confirmed -Unprofessionalism-Still Being Charged After Settlement

I logged a request to close my TFG account in January 2026. During my call with the consultant, I was clearly informed that my account would be closed on 13 February 2026 and that no additional charges would be app**** from the date of my closure request.

Before logging the closure, I ensured that my account was fully paid and even added an extra ±R10 to prevent any shortfall.

After requesting closure, I received numerous calls from consultants trying to convince me to pause the account instead of closing it. I declined every time and confirmed that I wanted the account closed.

On 19 February 2026, I called in to find out why my account was still open and why service charges and interest were still being added. The first consultant I spoke to was extremely unprofessional and incorrectly told me I needed to settle the new balance — even though the failure to close the account was clearly not my fault. The call was then disconnected from their side.

I called back and was assisted by a very helpful consultant who reversed the incorrect service charges and interest and logged the closure again. However, I have now been told I must wait until 13 March 2026 for the account to be closed.

This delay is due to an internal error on TFG’s side, not mine. I comp**** fully, paid my account in full, and followed the correct procedure. It is unfair to expect me to wait an additional month because of administrative negligence.

I am requesting: • Immediate confirmation that my account is closed effective from my original January closure date • Written confirmation that no further fees or interest will be added • A clear explanation for why the account was not closed as confirmed

This has been a frustrating and unnecessary experience.