Dk

[Dk @Dkanswp]

@AfricanBank Yes, received thank you
I have responded with my details

[Dk @Dkanswp]

Dear African Bank Complaints Department,
I am writing to lodge a formal complaint about the administration of my consolidation loan and the service I have received.
I accepted a consolidation loan on the understanding that African Bank would pay two of my creditors, allowing me to make one monthly instalment. After the loan was finalised, the remaining funds were paid into my African Bank account. However, I have since experienced a series of problems:

African Bank attempted to debit my instalment on 25 September, although my salary is paid on the last day of the month. The debit was returned unpaid, and I was concerned this would affect my credit record.
When I spoke to a consultant on 28 September, I explained my salary date. I was told the system showed the 25th, but that the debit date had been updated to the last day of the month.
A debit went through on 29 September, followed by another debit on 30 September. At the same time, both creditors African Bank was supposed to settle also debited my accounts. They advised that they had not received payment from African Bank and requested proof of payment.
On 30 September, I contacted African Bank about the duplicate debits and the missing creditor payments. I was told a refund could take 72 hours and proof of payment 24–48 hours. After I explained that the unauthorised deductions had caused my vehicle finance and home-loan payments to be returned unpaid, the consultant requested an urgent refund. I received the refund on 1 October.
On 1 October, I spent approximately 1 hour and 10 minutes being transferred between departments while trying to correct my email address and debit-order date. I had to explain the situation repeatedly, and the information on the system appeared not to have been updated.
I am still waiting for proof of payment for one creditor, which the other creditor sent me the account statement showing that the account remains unpaid and has advised that it will continue debiting me until the balance is settled. Only one creditor proof of payment was received

This situation has caused significant inconvenience and financial stress. I am also concerned that the debit date and other details have not been correctly updated, which could result in the same problems happening again.
Please urgently:
-Confirm whether both creditors have been paid and provide proof of payment for each.
-Confirm in writing that my debit-order date is correctly set to the last day of the month.
-Confirm that the relevant account and contact details have been updated on your system.
-Investigate the duplicate debit and explain how it occurred.
-Confirm what steps African Bank will take to address any fees, penalties or adverse credit-record consequences caused by these errors.
Please treat this as a formal complaint and provide a written response as soon as possible.
The frustration that I went through it was to the core that I applied from the creditor to settle the African Bank so I can continue with them
Regards,
Ms Legodi

[Dk @Dkanswp]

Dear African Bank Complaints Department,
I am writing to lodge a formal complaint about the administration of my consolidation loan and the service I have received.
I accepted a consolidation loan on the understanding that African Bank would pay two of my creditors, allowing me to make one monthly instalment. After the loan was finalised, the remaining funds were paid into my African Bank account. However, I have since experienced a series of problems:

African Bank attempted to debit my instalment on 25 September, although my salary is paid on the last day of the month. The debit was returned unpaid, and I was concerned this would affect my credit record.
When I spoke to a consultant on 28 September, I explained my salary date. I was told the system showed the 25th, but that the debit date had been updated to the last day of the month.
A debit went through on 29 September, followed by another debit on 30 September. At the same time, both creditors African Bank was supposed to settle also debited my accounts. They advised that they had not received payment from African Bank and requested proof of payment.
On 30 September, I contacted African Bank about the duplicate debits and the missing creditor payments. I was told a refund could take 72 hours and proof of payment 24–48 hours. After I explained that the unauthorised deductions had caused my vehicle finance and home-loan payments to be returned unpaid, the consultant requested an urgent refund. I received the refund on 1 October.
On 1 October, I spent approximately 1 hour and 10 minutes being transferred between departments while trying to correct my email address and debit-order date. I had to explain the situation repeatedly, and the information on the system appeared not to have been updated.
I am still waiting for proof of payment for one creditor, which the other creditor sent me the account statement showing that the account remains unpaid and has advised that it will continue debiting me until the balance is settled. Only one creditor proof of payment was received

This situation has caused significant inconvenience and financial stress. I am also concerned that the debit date and other details have not been correctly updated, which could result in the same problems happening again.
Please urgently:
-Confirm whether both creditors have been paid and provide proof of payment for each.
-Confirm in writing that my debit-order date is correctly set to the last day of the month.
-Confirm that the relevant account and contact details have been updated on your system.
-Investigate the duplicate debit and explain how it occurred.
-Confirm what steps African Bank will take to address any fees, penalties or adverse credit-record consequences caused by these errors.
Please treat this as a formal complaint and provide a written response as soon as possible.
The frustration that I went through it was to the core that I applied from the creditor to settle the African Bank so I can continue with them
Regards,
Ms Legodi

[Dk @Dkanswp]

@wowearth @AfricanBank Hi there