i. Credit Bureau Complaints
You may have a complaint about your credit bureau
listing if, for instance, you applied for credit and you
are negatively affected due to incorrect or unfair credit
information listed on your credit profile.
The process to follow:
| If your application for credit is refused or you have
a bad credit rating, find out the name of the credit
bureau which gave a report about you |
 |
| Check if the information is correct |
|
| If it is not, contact the credit bureau and lodge a
dispute |
|
| The credit bureau must give you a reference number |
|
| The credit bureau must correct the information or
resolve the dispute within 20 business days |
|
| If you are not satisfied with the outcome, or if you
did not get an answer from the credit bureau, |
|
| Lodge a complaint with us |
NB We cannot provide you with your credit bureau
report. Contact one of the credit bureaux to obtain
your credit bureau report.
You should annually obtain a free copy of your credit
bureau record from anyone of the registered credit
bureaux.
|
ii. Credit Agreement Complaint
You may have a complaint about one of the non-bank
credit providers who entered into a credit agreement
with you. The complaint may relate to a wide range of
issues, such as:
| • |
Incorrect balance |
| • |
Incorrect interest or fees being charged |
| • |
A dispute about the terms of the agreement |
| • |
Issues relating to collection of an
outstanding debt |
| • |
Cancellation of the agreement or a breach of the
terms of the agreement by one of the parties |
| • |
Typical examples of non-bank credit agreements
are cash loans from micro-lenders, clothing and/
or furniture purchased on credit and certain
motor insurance agreements |
The process to follow:
| Try to resolve the complaint with the credit
provider first |
|
| Remember to make notes of the names and
telephone numbers of people you speak to (we will
need that information ) |
|
| Give the credit provider 20 business days to resolve
the complaint |
|
| If you are not satisfied with the outcome, or you did
not get an answer from the credit provider, |
|
| Lodge a complaint with us |
Complaints about credit agreements with anyone of
the banks must be referred to the Banking Ombud. |
iii. Debt Counselling Complaints
You may have a complaint about your debt counselling
matter.
The complaint may be against the debt counsellor, the
way in which monies are distributed by the payment
distribution agent, or the way in which the credit
providers including the banks are handling your matter.
The process to follow:
| Try to resolve the complaint with your debt
counsellor first |
|
| If possible, collect all the relevant information and
documents that an independent body may need in
order to assess the matter |
|
| Lodge a complaint with any one of the associations
which are obliged to investigate complaints
involving debt counselling (e.g. National Debt Mediation
Association, Debt Counselling Association of South Africa,
Payment Distribution Association of South Africa) |
|
| Obtain a reference number |
|
| Give the association 20 business days to resolve
the complaint or at least revert to you |
|
| If you are not satisfied with the outcome, or you did
not get an answer, |
|
| Lodge a complaint with us |
Your debt counsellor must provide you with details
of all payments that were made to your credit
providers. |
