CAPITALISATION

On 17 July, I received a letter from Ford Credit confirming that the arrears on my account would be capitalised. Based on that letter, I understood that everything had been resolved and that no further action was required from my side.

However, yesterday I received a call from two agents. I explained the situation to both, and they asked me to send them the very same letter I had received. I initially refused why should I send a letter that was issued by their own company? Surely, they should have it on record.

I then contacted Ford Credit directly and was transferred to another call centre, where I spoke to Emihle. She seemed unsure about the letter and even appeared to question whether I had received it at all, which made me feel like I was being accused of lying. I ended up forwarding the letter to her anyway.

The letter clearly stated what steps would be taken. Since I agreed with the arrangement, I didn’t send a “NO” response or contact the call centre for anything further. As far as I was concerned, the matter was resolved.

Despite this, I was passed from person to person yesterday, which left me feeling embarrassed and frustrated. Then today, I received another call from a different agent—once again asking me to send the same letter I already sent to Emihle yesterday.

This entire experience has been deeply disappointing. The letter from Ford Credit clearly stated that the arrears would be capitalised, and I was assured via that letter. So why am I still being contacted and asked for documents your team should already have? CONTENTS OF THE LETTER BELOW

Dear MS. NZAMA We hereby notify you that, based on your most recent payment behaviour, we will be restructuring your Ford Credit Account by capitalising the arrear amount and extending the term, to ensure that your repayment amount will not be negatively impacted. Following the restructure, your account will no longer reflect as being in arrears, which will have a positive impact on your credit profile. If you do not want to extend your term, please make a payment of the arrear amount together with the repayment amount due. Call 0860 667 667 to make alternative arrangements, within five business days from the date of this letter. The attached letter includes information on how the restructure will affect your account. Please use your identity number to access the letter. Kind regards The Ford Credit team

Ford Credit Account No: **** **4283 We hereby notify you that, based on your most recent payment behaviour, we will be restructuring your Ford Credit Account by capitalising the arrear amount of R1944.89 and extending the term, to ensure that your repayment amount will not be negatively impacted. Following the restructure, your account will no longer reflect as being in arrears, which will have a positive impact on your credit profile. If you do not want to extend your term, please reply with 'No' to this email within five business days from the date of this letter and make a payment of the arrear amount of R1944.89 prior to, or together with the repayment amount of R5878.87 due on 27-Jul-25. Alternatively, please contact 0860 667 667 to make arrangements. The restructure will have the following effect on your account: Outstanding balance after restructure R196717.52 Instalment amount before restructure (including service/admin fee) R5878.87 Instalment amount after restructure (including service/admin fee) R5 482.17 Interest rate 18.11% Remaining number of instalments before restructure 19 Remaining number of instalments after restructure 20 Total amount of interest aggregated over the total amount of instalments (assuming the interest rate stays the same) R37 357.98 Total amount of instalments remaining R198 458.32 Due date for next instalment 27-Jul-25 Please note the following which will apply to this restructure plan: • The amounts provided above are estimates and may change due to intervening factors, including but not limited to, interest rate changes, the arrear amounts due, early termination of a fixed rate period and any pre-payments you make into your account. We will confirm the changes to your account in writing once this restructure has taken effect. • Your account will be monitored for a period of 6 months after the restructure, during which time the status of the account may affect applications for credit within Ford Credit. You are reminded to continue paying your contractual instalment amount on the 27 of every month to maintain a positive credit profile. Should your account fall into arrears in the future this will result in collections actions which may include legal action being taken.