I am faced with the same issue, where I have to make manual payments, last month I called the call center as well to have this rectified. MY BANK CONFIRMS THAT NO DEBIT ORDER HAS COME TO MY ACCOUNT I am sending the same documents as I did a year ago, you need to inform me what the issue is as from month to month there is funds available and the debit order has only gone off once.
I work away from home, so I cannot get easy access to do a manual payment, my family is continuously disconnect and they have to wait until I get back to make the payment.
WHY is no one telling me what the problem is.
If you cannot do a debit order on my account, please inform me and I will do a stop order to your account so that I am not inconvenience further.
You need to afford me a few days to make the payment as I arrive in Jhb on Monday morning, in the interim I plead that you re-instate my service until Monday morning 10 am so that I can do the payment.
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