Fair practice

Good day

File no. 1******A, I cannot accept that R3360-00 will not be paid back to !********* ?***** &*****, ID listed is incorrect therefore this non-refundable SLA is null and void. I encourage the accounts department to contact ******** 0********. I expect a favourable outcome regarding the above, as there was a policy change during the term that an individual was residing in the apartment, then the said individual shall qualify for the said policy change which took place in February 2020 and the person was still resident.