Payment

I am writing to express my deep frustration and dissatisfaction with the ongoing issues regarding my direct debit, and the poor service I received from your team on both 01.03.2025 and again today.

Since the start of my contract, my monthly payments have not been deducted via direct debit, as they are supposed to be. I have contacted your customer service department multiple times about this issue. Each time I call, I am told that the debit will be taken the next working day — but this has never happened.

In January, I was charged a late payment fee of R100, which was only credited back after I complained. On 01.03.2025, I spoke to an agent who told me that I would not be billed in March due to previous overpayments. However, this makes no sense — an overpayment of R200–R300 is not enough to cover a full R1000 bill. Despite my concern, I was given no proper explanation or breakdown.

Today, I contacted your team again hoping for clarity, but I received no real assistance, just more vague answers and empty reassurances. This ongoing issue is completely unacceptable, and the lack of urgency and accountability from your team is extremely disappointing.

I am a responsible customer who has always tried to keep my payments up to date. I am also very protective of my credit rating, and I do not appreciate having it potentially affected by your company’s repeated failure to process payments correctly.