Formal Complaint Regarding Contract Termination and Outstanding Balance

Dear Zone Fitness Team, I am writing to formally lodge a complaint regarding the handling of my contract termination and the subsequent handover of my account to Nimble Credit. My 2-year contract expired in August 2025, and I confirmed telephonically that I would not be renewing the contract. During that call, I instructed your representative to terminate my contract immediately. However, I recently received a handover notice from Nimble Credit indicating that my account has been handed over with an outstanding balance of R502. This is both surprising and unacceptable for the following reasons:

I was never provided with a detailed account statement before closing my account or terminating my contract. I was not informed of any outstanding balance at the time of my cancellation request. I have not used your facilities since the expiration of my contract in August 2025.

My concerns are:

Why was my contract not terminated as instructed? Why was I not given a final statement or any communication regarding an outstanding balance before my account was handed over? Why was this matter escalated to a credit agency without prior notice?

I request the following:

A detailed account statement showing how the amount of R502 was calculated. Immediate resolution of this matter and removal of my name from Nimble Credit’s handover list. Written confirmation that my contract was terminated in August 2025 as per my instruction.

This situation has caused unnecessary stress and reputational risk. I expect a response within 7 business days. Failure to resolve this will leave me with no choice but to escalate the matter to the Consumer Protection Ombudsman. Account Details:

Name: Michelle Maitland Contract Expiry: August 2025 Outstanding Amount: R502

Thank you for your urgent attention to this matter. Regards, Michelle Maitland