Extremely intimidating and distressing experience with Umvelo Risk Management

I am extremely disappointed and distressed by my experience with Umvelo Risk Management, specifically my communication with Maria Letoaba, Specialized Risk Consultant.

I am currently under debt review and have been actively trying to address my vehicle finance arrears. I was advised that R18,000 was required, and I did not ignore the matter. I communicated with the relevant parties, requested an arrangement and made payments of R5,000 + R4,000 = R9,000 towards the amount requested.

Despite this, I received an email from Maria stating:

“Since you did not do as you said you will do, the bank gave us the go ahead to uplift the vehicle, please make sure your line is working.”

I found this communication extremely intimidating and deeply distressing.

The words “please make sure your line is working” were particularly alarming. I fail to understand how this is considered appropriate or professional communication when dealing with someone who is already experiencing financial difficulties and is actively trying to make arrangements to resolve the situation.

I acknowledge that I have an outstanding financial obligation. I am not denying the debt, nor am I avoiding the situation. I have communicated, I have requested an arrangement, and I have already paid R9,000 towards the R18,000 that was requested.

What I object to is the manner in which I was spoken to.

I have not been provided with clear documentation explaining the current legal status of the alleged repossession process, yet I was told that the bank had given them the go-ahead to “uplift” my vehicle and was instructed to make sure my phone line was working.

That message caused me significant anxiety.

There is a real person and a family behind every account being handled by debt collection and risk management companies. Financial hardship is already incredibly stressful. Consumers should not be made to feel threatened or intimidated simply because they are struggling financially.

I expected professionalism, transparency, empathy and clear communication. Instead, this experience has left me feeling extremely anxious and disappointed.

I would like Umvelo Risk Management's management to investigate this matter, review the communication sent by Maria Letoaba, and consider whether this is genuinely the standard of communication they expect from their representatives.

There is a difference between firmly communicating the consequences of an outstanding account and communicating in a manner that causes unnecessary fear and ************.

Very disappointing experience.