*****ulent Debit Orders

I am extremely frustrated with my experience dealing with NuPay regarding a disputed DebiCheck mandate that has still not been resolved after several months. This issue dates back to December 2025, when I first raised concerns about debit orders processed on my account without proper consent. When I requested the supporting documentation, I was provided with documents that are clearly questionable. The “signed” mandate and agreement contain what appears to be a digitally copied and pasted signature, not a legitimate wet-ink or verified electronic signature. There is no audit trail, no timestamp, and no proof of consent. In addition, key compliance details such as a valid FSP number are missing, and several mandatory fields are incomplete.

I formally disputed these documents and escalated the matter multiple times, including to compliance teams, privacy offices, and even Deloitte Tip-Offs. Despite providing detailed evidence of possible document tampering and *****, the matter has been continuously delayed with vague responses such as “the investigation is ongoing.” Most recently, I was informed that the case is being handled internally by the FinTech team, yet no clear feedback, timeline, or resolution has been provided.

What is even more concerning is that I was contacted by a third party claiming to be an auditor, who had access to my situation but could not clearly explain their involvement. This raises serious concerns about how my personal information is being shared and whether it is being handled in line with POPIA requirements.

At this point, the core issue remains unresolved: *****ulent or manipulated documents are still being treated as valid, and there has been no accountability or corrective action taken. As a customer, I expect proper verification processes, transparency, and urgent action when ***** is reported. Instead, I have experienced delays, poor communication, and a lack of seriousness in addressing what is clearly a high-risk compliance issue.

I strongly urge NuPay to prioritise this matter, properly investigate the *****ulent documents, confirm the status of my personal information, and provide a clear and final resolution without any further delays. Customers should not have to escalate matters this extensively just to have obvious irregularities addressed.