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SR
Sthembile R

1 reviews | Active since Aug 2015

27 Feb 2026, 11:58

Unhappy

I took a loan of R2500 and made my first manual payment of R820 on 8 February, before my scheduled debit order date of 27 February. Before the debit date, I called to confirm that I would not be debited since I had already paid. Hlengiwe confirmed that I would not be debited. I called again and spoke to Nondumiso. She was initially unsure but later confirmed that I would not be debited. Despite this, a debit order was still processed on 27 February. The payment did not go through due to insufficient funds. I do not understand why a debit order was processed after I made an early payment and received confirmation that no debit would run. I was also charged debit interest and a monthly service fee, even though I had paid manually before the due date. Nondumiso said the matter would be escalated and that I would receive feedback within 24 hours, but I have not received any response. I am extremely unhappy with how this has been handled and would like this matter resolved urgently, including a review of the charges app**** to my account.

0
Replies (4)
Wonga
Wonga's reply27 Feb 2026, 12:37
Official
Hi Sthembile,

We are sorry to learn that you are unhappy with our service and sincerely apologise for any inconvenience caused by the responses received from our agents.

Please note that early manual instalment payments do not cancel your scheduled debit order. This information is also displayed on our online repayment page.

The payment received has been allocated to your final instalment, which will shorten your loan term from four months to three months.

All fees and charges are app**** in accordance with your loan agreement. However, as your outstanding balance will now be lower, the applicable fees and interest will be reduced accordingly until the loan is settled.   
Thanks
The Wonga Team. 
SR
Sthembile R's update27 Feb 2026, 19:37
Reviewer Update
I understand what you are saying regarding early manual payments not cancelling a scheduled debit order. However, my concern is that I specifically called to confirm this before the debit date. I was clearly told by two different agents that the debit order would not run since I had made a manual payment five days prior.
This is where the issue lies — I acted based on the information provided by your agents. If early payment does not cancel a debit order, then your consultants should not be advising customers otherwise. There seems to be inconsistency in the information being given.
Regarding the fees and charges being reduced due to the lower outstanding balance, how will this be communicated to me? There is no proactive communication from your side. The only responses I receive are through HelloPeter after I raise a complaint.
Wonga
Wonga's reply02 Mar 2026, 15:49
Official
Hi Sthembile,

We apologise for the incorrect information shared by our agents. 

As payment was received, your account remains up to date, and your next instalment will be collected on your scheduled debit order date.  
Thanks
The Wonga Team. 
SR
Sthembile R's update04 Mar 2026, 20:32
Reviewer Update
However, you have still not addressed the issue regarding the incorrect fees that were charged to my account. How am I supposed to know that this has been resolved if no confirmation or breakdown has been provided? Please confirm clearly whether these fees have been reversed.
You also state that my account is up to date, yet since 27 February there have been daily debit order attempts on my account. They fail due to insufficient funds, which shows that your system does not recognise that payment has already been made. Because of this, I am being charged failed debit order fees, which I am not liable for.
This is extremely frustrating. All I keep receiving is “I am sincerely sorry this happened,” but no actual resolution. Honestly, this level of service is very disappointing and I am really not happy.
Please urgently resolve this matter, stop the repeated debit order attempts, and confirm how you will be correcting the failed debit order charges caused by this error, besides you telling me you sorry this happened .