Unauthorized Debit Order and Breach of Contract

FORMAL COMPLAINT – UNAUTHORISED DEBIT ORDER AND BREACH OF AGREEMENT

Good evening,

I am extremely disappointed and angry about the manner in which my home internet application has been handled.

When we discussed and concluded the agreement, it was clearly communicated and agreed that I would pay for the service by cash/payment directly, and at no point did I agree or authorise Vodacom to debit my bank account.

I was therefore extremely shocked to discover today that a debit order was processed against my account. This is completely unacceptable, particularly because this was never the payment arrangement that we agreed upon.

What concerns me even more is the fact that, had there not been sufficient funds in my account, this could have resulted in bank charges, a failed debit order and potentially negatively affected my financial standing. I cannot simply allow someone to make changes to my agreed payment arrangement without my knowledge or consent.

I am therefore formally raising a complaint against the manner in which this application was handled. I feel that I was misled regarding the payment arrangement, and I have completely lost confidence in this transaction.

I am requesting the following, with immediate effect:

1. Terminate/cancel this contract and the home internet service immediately. 2. Stop any further debit orders against my bank account. 3. Reverse/refund the amount that was debited from my account without my agreement. 4. Provide me with written confirmation that the contract and debit order have been cancelled. 5. Provide me with an explanation as to why a debit order was processed when this was not the payment method we agreed upon.

Please understand that I am taking this matter very seriously. I expect this issue to be resolved urgently and professionally.

If this matter is not resolved satisfactorily, I will have no option but to escalate it to your management and lodge a formal complaint, as well as pursue any other appropriate consumer complaint channels available to me.

I trusted you to handle my application honestly and according to the agreement we discussed. Unfortunately, what has happened has left me extremely disappointed and feeling that my trust has been completely disregarded.

I expect your urgent response and written confirmation of the cancellation, reversal/refund and termination of the debit order.

Regards, Sipho Maseko Vodacom Ref Nu: ***