Complaint Regarding Unauthorized Credit Inquiries and Negative Impact on Credit Record

I am writing to formally lodge a complaint regarding an issue that has negatively impacted my credit score and caused significant distress because of ABSA Bank. I am extremely dissatisfied with the service I have received, particularly in relation to the two credit inquiries made on my profile without my consent.

Background and Timeline of Events:

Initial Loan Application: On or around 17th December (I believe this is the correct date), I visited your Woodstock branch to apply for a loan. During my visit, I was informed by the Branch Consultant that a credit assessment would be conducted, and I would receive an SMS update or a call once the process was complete. First Credit Inquiry: On 19th December, I noticed an inquiry was added to my credit profile, which I assumed was part of the credit assessment process. However, as days passed without any communication, I began to reach out for clarification. Lack of Communication: I made several follow-up calls throughout December, but I was informed each time that no one could provide information on my application because I did not hold an account with ABSA. This response contradicted the information I was given by the Branch Consultant, who assured me that the credit assessment was in progress. Branch Visit to Canal Walk: I visited your Canal Walk branch and was informed that no loan application or credit assessment had been done, despite the inquiry appearing on my credit profile. I was told that only the Branch Consultant could assist with this matter, but he was on leave until 9th January. Consultant’s Return and Follow-Up: Upon the Branch Consultant’s return on 9th January, he failed to reach out to me despite multiple emails sent on my behalf, requesting updates. I then visited the branch again after calling to confirm his return. No Resolution: After reviewing the system, the Branch Consultant confirmed that he could not see the loan application either, citing a system issue. I was advised to return on Monday, and when I did, the situation remained unresolved. He assured me that he would send my documents to the credit team for further investigation. Second Unauthorized Inquiry: Shockingly, I later discovered that a second inquiry had been added to my credit profile without my consent. The Branch Consultant claimed this was necessary to follow up on my loan application from December. I raised my concerns about the unauthorized second inquiry, but he assured me it would be removed. No Follow-Up or Resolution: Despite the promise to resolve the issue and remove the inquiries, I have not received any email or update regarding the status of the application or the inquiries, as promised by the Branch Consultant. My Concerns:

Unauthorized Credit Inquiries: Two separate inquiries were added to my credit profile, but one without my explicit consent, and I was never informed of the reason behind it. Failure to Provide Feedback: I never received any feedback or communication regarding the first inquiry, nor did anyone explain why it was added to my profile. Negative Impact on Credit Score: Due to these unauthorized inquiries, my credit score has been negatively impacted, and I have even missed a potential job opportunity because of it. Unresolved Issues: Despite several promises from the Branch Consultant, the issue remains unresolved, and I have not received any formal confirmation of the removal of the inquiries. Request for Resolution:

I kindly request the following:

Immediate Removal of Both Inquiries from my credit profile, as neither was authorized, and the Branch Consultant failed to follow through on his responsibilities. Written Confirmation that both inquiries have been removed from my credit report, along with a clear explanation of how this oversight occurred. Compensation or Remedy for the damage caused to my credit score, which has led to a missed job opportunity. I request that this matter be resolved within 7 working days before the next credit report is generated on 20th February. If this matter is not addressed promptly, I will have no choice but to escalate my complaint to the relevant financial ombudsman and consider further legal actions.

Thank you for your immediate attention to this matter. I trust ABSA will resolve this issue in a timely and satisfactory manner.