FORMAL COMPLAINT TO WESBANK REGARDING RISIMA SHARED SERVICES AND ******** COLLECTION ACTIVITY

To: WesBank Customer Complaints / WesBank Legal Department From: Miss JK Matau Account Number: ***

Dear WesBank, I am submitting this formal complaint regarding the handling of my vehicle finance account and the ongoing ******** and unprofessional conduct of Risima, the external debt collector appointed by WesBank. Despite my dispute being formally logged and acknowledged, the issues raised have not been addressed, and I continue to receive collection follow‑ups without any compliance with the National Credit Act or the Debt Collectors Act. This complaint is directed at WesBank because Risima acts on your instruction, and the errors, omissions, and harassment arise from WesBank’s actions and lack of oversight.

1. ******** Reconstruction of Account Balance (6 September 2024) Risima’s statement reflects the following entries on the same day:

BAD DEBT WRITE‑OFF: R204 567.92 (CR) BAD DEBT OPENING BALANCE: R182 261.56 (DR)

This constitutes an irregular and ******** balance reconstruction because:

No reconciliation explaining the R182 261.56 was provided No audited legal cost breakdown was provided No court order or taxed bill of costs was supp**** No post‑judgment interest calculation was supp**** No WesBank authority approving this new balance has been given

This reconstruction is both procedurally and legally defective, and I dispute it in full.

2. Legal Fees Charged Without Taxed Bills (********) The following amounts appear on the statement:

R5 450.75 (14/03/2022) R4 168.75 (14/09/2023) R2 269.53 (26/01/2024) R6 479.07 (09/02/2024)

These fees are not payable unless supported by:

A Taxed Bill of Costs Sheriff warrants & returns (post‑judgment) Underlying attorney invoices

To date, none have been supp****. This is ******** and constitutes inflated and unverified legal charges, prohibited under the NCA and Magistrates’ Court Rules.

3. Value‑Added Products Charged After Judgment — ******* Extended Warranty, Tracker, Bodyline Maintenance, CoverPlus, and other VAP fees cannot legally accrue after the judgment date, which was 24 July 2023. Any such charges after this date must be reversed.

4. WesBank’s Appointed Collector Violating the Law Although Risima confirmed the following in writing:

My dispute is logged The account is on hold All collection activity is suspended

They continue following up repeatedly, pressuring me for payment without providing any of the legal documents requested. This constitutes:

Harassment Contravention of the NCA Contravention of the Debt Collectors Act Attempting to collect a disputed and unverified amount Breach of their own written confirmation

As the creditor, WesBank is liable for the conduct of its appointed representatives.

5. Documents Requested (Still Not Provided) I again request WesBank to urgently provide:

Full account reconciliation explaining the “Bad Debt Opening Balance” Taxed Bills of Costs for every legal fee Sheriff warrants & returns (if applicable) Post‑judgment interest calculation sheet Written internal approval from WesBank’s legal department for the reconstructed balance

These documents are mandatory and must be provided before any collection activity can resume.

6. Required Action from WesBank I request that WesBank: A. Immediately intervene and instruct Risima to stop all follow‑ups until full compliance is met. B. Provide the complete documentation listed above within 10 business days. C. Confirm that:

No further collection attempts will be made, No negative credit bureau reporting will occur, No new interest or fees will be added while the matter remains in dispute.

7. Escalation Notice If WesBank fails to resolve this matter, I will escalate to:

The Ombudsman for Banking Services (OBS) The National Credit Regulator (NCR) The Credit Ombud

Conclusion WesBank must take accountability for the incorrect balance reconstruction, unverified legal fees, and ******** conduct by its appointed debt collector. I request urgent senior‑level intervention and a written response addressing all items raised.

Sincerely, Miss JK Matau