Unauthorised debit orders and non refunds of monthly taken anlawfully

On Thu, Aug 25, 2022 at 3:23 PM Good day, My parents signed an agreement years ago for an annual debit order of R600. This has changed to a monthly debit order of R399. ABSA has tried to assist us in stopping the debit order as we didn't authorise this. We would like the money deducted in this unauthorised manner to be refunded. Further to that we would like to cancel the subscription. 1. Please confirm cancellation. 2. Confirm the total amount of all the month's debit orders deducted without authorisation. 3. Provide the date the refund will be made. Thank you.

Sent: 26 August 2022 09:52 AM To: info@smartvacation.co.za Cc: reservations@smartvacation.co.za Subject: Re: Member: SVR4097 Good morning Tarryn, Just following up on this issue. I don't want another unauthorized debit order to go off my parent's account this month. Awaiting your urgent response.

On Fri, Aug 26, 2022 at 10:31 AM Tarryn Williams <reservations@smartvacation.co.za> wrote: Good day I have deactivated the above membership for now until the accounts department has come back to me Regards Tarryn Williams Tel: (021) 840 0088

Sent: 29 August 2022 01:18 PM To: Tarryn Williams Subject: Re: Member: SVR4097 Good afternoon Tarryn, Can you please provide feedback? Thank you.

On Mon, 29 Aug 2022 at 16:38, Tarryn Williams <reservations@smartvacation.co.za> wrote: Good day Thank you for your email. I have sent your email to the accounts department as well just waiting on feedback. Regards Tarryn Williams Tel: (021) 840 0088

Sent: 29 August 2022 06:02 PM To: Tarryn Williams Subject: Re: Member: SVR4097 Can you please send me a name and number of the responsible person in accounts. Would like to talk to them, emailing has not resulted in any progress.

On Tue, Aug 30, 2022 at 7:51 AM Tarryn Williams <reservations@smartvacation.co.za> wrote: Good day Thank you for your email. Please note that we work remotely and there is only 1 office number. I have resent the email to Leonie and will follow up again today. Refunds normally take a bit longer due to the fact that when we refund clients they dispute the debit orders with their bank plus get refunded by Smart Vacation Rentals as well, so Smart Vacation Rentals normally waits after 7 working days to check if the client has disputed the debit order. You are more than welcome to reverse the debit orders that has gone off successfully off your account. See attached letter for your attention. Regards Tarryn Williams

Sent: 30 August 2022 07:59 AM To: Tarryn Williams Subject: Re: Member: SVR4097 1. Does the email sent suffice as written notice to cancel the subscription? It is a standard letter that Smart Vacation Rentals send out giving an option to our clients 2. We approached you as our bank can't assist in stopping or reversing the 3 debit orders. So we are disputing these debit orders. So please refund them. We are not a bank and we don’t have authorisation to reverse the debit orders only your bank can do that. 3. I'll wait for your refund. I need confirmation that this will be done and the date on which this will be done. – I will resend the email to Leonie and give you feedback 4. Further I'm waiting for proof that we authorised the 3 debit orders. I'm concerned that you can deduct money in this manner without our consent. So I need to understand what happened to decide if this should be taken further. - I will resend the email to Leonie and give you feedback Thank you.

On Tue, Aug 30, 2022 at 8:13 AM Tarryn Williams <reservations@smartvacation.co.za> wrote: Good day Thank you for your email. Please see comments below. Regards Tarryn Williams Tel: (021) 840 0088

Sent: 30 August 2022 08:29 AM To: Tarryn Williams Subject: Re: Member: SVR4097 1. Does the email sent suffice as written notice to cancel the subscription? It is a standard letter that Smart Vacation Rentals send out giving an option to our clients So please take this mail as instruction to cancel our subscription. Please confirm this has been done. 2. We approached you as our bank can't assist in stopping or reversing the 3 debit orders. So we are disputing these debit orders. So please refund them. We are not a bank and we don’t have authorisation to reverse the debit orders only your bank can do that. I understand. I'm not asking you to reverse it. Our bank confirmed they can't either. So I'm asking you to refund us. Surely you can do bank payments? My bank details attached.

Sent: 05 September 2022 08:26 PM To: Tarryn Williams Subject: Re: Member: SVR4097 Good day Tarryn, Can you please confirm the refund has been made? Further to the above I'm still waiting on feedback regarding the unauthorised deductions that were made from ***XX’s account. I need proof that there was consent given for the change from annually to monthly and the amount. I've requested the info weeks ago. I'll appreciate your urgent attention to this matter so that it can be settled.

Sent: 06 September 2022 07:24 AM To: Tarryn Williams Subject: Re: Member: SVR4097 Thank you. We'll revert on day 8 if the money doesn't reflect. Can you however address the second concern I raised regarding the unauthorised deductions.

Tarryn Williams 10:06 AM (3 hours ago) 14 September to me, Good day Thank you for your call yesterday. Leonie is busy attending to your enquiry and checking the account with regards to debit order that went off. Once I receive feedback from Leonie this afternoon I will then communicate with you on when the refund will be paid. Please note our office will be effected with load shedding from 14:00pm – 16:30pm today. Regards Tarryn Williams Tel: (021) 840 0088

As you can see countless requests via mail (this doesn’t even include the follow up calls I made) and still no refund or explanation as to who gave the authorisation to change the annual debit order of R600 to a monthly debit order or R300 per month.

I’ve asked for Leonie’s contact number since every mail refers to her having to do the refund; Tarryn told me she doesn’t have a phone.

Besides all of the above the reason my parents wanted to cancel was that they have never been able to benefit from this product. Then can always find accommodation cheaper elsewhere.

I would not recommend joining this programme or even staying on as a member.

I’m becoming concerned here is fraud being committed.