Problem with debit order for roadside assistance

(iStock)
(iStock)

A Fin24 user is unhappy because his monthly roadside assistance payment was deducted on the wrong date. He writes:

I took out a roadside assistance with the Automobile Association of SA (AA).

They made a mistake by not deducting [payment] on the agreed date, thereby creating a bad reputation with my bank for unpaid debit orders.

I lodged a formal complaint with them and sent emails, but to date no one has bothered to send me an apology letter and I cannot get hold of anyone to assist.

Layton Beard, public relations manager of the AA, responds:

Thanks for the opportunity to respond. We spoke to the gentleman involved and, at his request moved his debit date from the end of the month to the middle of the month.

During this time, we also converted our entire operation from one computer operating system to another. The effect of this was that a few clients' debit dates were moved back to their original dates.

We have apologised to those clients, and offered a credit to them for the affected months. Unfortunately, in [this Fin24 user's] case, the problem was not contained early enough, and the debit was again incorrectly taken on the wrong day.

We spoke to [this Fin24 user] directly and offered another credit, with an assurance that the problem had been sorted. He, unfortunately, decided to instead cancel his membership.

If any other AA member has had similar problems, they can contact our national call centre on 0861 000 234.

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