Misinformed/ unprofessional

I am writing to formally raise a concern regarding my debit order and the payment arrangement I made earlier this week. On Tuesday, I spoke with one of your DMC chat agents via WhatsApp, who assisted me in setting up a payment holiday. After providing all my details, she confirmed that the arrangement had been successfully processed and that my debit order, originally scheduled for 30 October 2025, would be moved to 30 November 2025. She even sent me a screenshot and a confirmation link as proof.

However, on 30 October, DMC still attempted to process the debit order. The transaction was unsuccessful due to insufficient funds — as I had mentioned during my earlier conversation, I was hospitalized for most of September, received reduced pay, and therefore did not have sufficient funds available. This was precisely why I requested the payment holiday.

After noticing the debit attempt, I contacted DMC again via chat. The agents I spoke with confirmed that the payment holiday was indeed in place and reassured me that the debit attempt was a system error that would not affect my credit score. They also assured me that no further debit attempts would be made.

Unfortunately, this morning I woke up to see another debit attempt by DMC, which has now caused additional bank charges and worsened my financial position.

This situation is extremely frustrating as I was misinformed twice, and despite assurances that my payment holiday was approved, debit attempts continued. I respectfully request that this matter be urgently investigated and corrected. Please ensure that:

1. My payment holiday remains in place as initially agreed.

2. No further debit attempts are made before 30 November 2025.

Please confirm once this has been resolved in writing.

Kind regards,