Unauthorized Debit Order After Written Cancellation — ******* Practice

I submitted a written cancellation request for my policy via email on 18 February 2026. Groups R Us acknowledged receipt the same day. Despite this clearly written cancellation, they *******ly debited R269.00 from my FNB account on 14 March 2026 — nearly a month AFTER I cancelled. After receiving the cancellation email, the agent Sandiso Santi demanded I participate in a phone call, claiming it was "required" for cancellation. This is false. Under the Long-term Insurance Act Section 63, written notice is sufficient to cancel a policy. I refused the call and reiterated that my written cancellation was legally valid. They continue to insist on a phone call despite having received a valid written notice. This is an unauthorised debit order in violation of:

National Credit Act Section 126(b) Consumer Protection Act DebiCheck System regulations

I have filed a dispute with FNB Bank and will be reporting this to:

Financial Sector Conduct Authority (FSCA) Ombud for Long-Term Insurance South African Banking Risk Information Centre (SABRIC)

WARNING TO CONSUMERS: Do not accept their claim that a phone call is "required" for cancellation. Written notice is legally sufficient. Document everything in writing and dispute any unauthorised deductions immediately with your bank. This company has a -100 NPS score for good reason. Their business practices violate South African consumer protection laws. Date of Experience: 14 March 2026