Poor Handling of Settlement by Neo Mogatla and Paulina Nkuna

I am writing to formally raise a complaint regarding the poor handling of my credit card settlement process by Mr. Neo Mogatla and Ms. Paulina Nkuna. I believe the treatment I have received is both unprofessional and lacking in the basic courtesy and transparency that one should expect from a financial institution.

I was offered a settlement amount towards my Standard Bank credit card account, which I accepted in good faith. It was initially communicated that the amount was to be paid over three consecutive months. I responded promptly to inform the team that, due to financial difficulties, I would not be able to meet that timeline. Instead, I submitted a proposed payment schedule in writing a schedule that, I must emphasize, was never acknowledged, accepted, or declined by either Mr. Mogatla or Ms. Nkuna. Despite this lack of response, I continued to make payments towards the settlement amount I had been given.

Most recently, I reached out to Mr. Mogatla via email, twice during this month to request the remaining balance of my settlement so I could complete the payment and close the account. Both emails went unanswered. I had to resort to calling directly, and only after persistent follow-up was I told that my settlement had been rendered inactive due to a “default” on the agreement.

This response is not only unacceptable, but deeply frustrating. At no point was I informed that a missed payment would invalidate the entire agreement. Given that Mr. Mogatla has full access to my payment records, I would have expected him to contact me and advise on any risk to the settlement terms but no such effort was made. It is only now, after I have actively pursued this matter and expressed my intention to pay the remaining balance, that I am being informed of these conditions.

This lack of proactive communication, disregard for customer follow-up, and failure to provide transparent terms reflect poorly on your institution’s service standards. I am simply trying to do the responsible thing by settling my account, and I feel that I have been treated unfairly for making a genuine effort.

I respectfully request that this matter be reviewed urgently, and that a reasonable resolution be provided.