Unauthorized Debits, Account Mix-Up & No After-Sales Support

We are formally raising a serious complaint regarding multiple discrepancies, unauthorized debit activity, and the mishandling of our personal and account information.

We initially contacted the company to follow up on our referral bonus, which we were advised would be paid 6 weeks after installation. It has now been 9 weeks, and instead of receiving our bonus, we are dealing with significant account issues.

The following concerns require urgent attention:

* Our agreed monthly debit order of R1,749 is correct. However, an additional unexplained amount of R4,049.34 has been referenced and/or attempted without any valid explanation or supporting documentation. * The statement reflecting this amount contains no identifiable details such as an address or proper account reference. * My father-in-law (who referred us) has received a letter of demand relating to the incorrect account and incorrect amount. His agreed debit order is R4,157.73, yet he is also being contacted regarding the R4,049.34 amount. * This clearly indicates that customer accounts and personal information have been incorrectly mixed or misallocated.

We did manage to contact the accounts department and were assured that the matter would be investigated and that we would receive feedback by close of business the same day. No such feedback was provided.

As a direct result of these unauthorized debit attempts, we have incurred bank penalty fees due to debit orders bouncing. We hold the company fully responsible for these costs and expect reimbur*****t.

Furthermore, due to the seriousness of these errors, my father-in-law wishes to cancel his agreement without penalty. The extent of these discrepancies and the mishandling of account information constitute a material breach of contract.

It is extremely disappointing, as the installation process was handled professionally. However, the complete lack of after-sales support and the severity of these administrative failures are unacceptable.

We require urgent resolution, including:

* A full written explanation of all discrepancies * Immediate correction of the R4,049.34 issue * Payment of the outstanding referral bonus * Reimbur*****t of bank penalties incurred * Written confirmation regarding cancellation without penalty under these circumstances

If this matter is not resolved urgently, we will escalate it to the relevant consumer protection and regulatory bodies.

We expect immediate attention and accountability.