Formal Complaint: Unfair Treatment and Credit Score Damage by Cash Converters / Quickdraw Financial

I am writing to formally express my deep dissatisfaction with the service I have received from Cash Converters, and more specifically, the severe and unjust impact it has had on my credit record due to mismanagement and lack of accountability.

In 2023, I took a loan with Cash Converters under genuine financial need. Unfortunately, I lost my job in early 2024, which impacted my ability to meet repayments on time. Despite my hardship, I proactively reached out to their head office to discuss settling the debt. They responded with the full settlement amount, including interest, which I promptly paid in full. I provided proof of payment via email as requested around the 15th of April 2025

Since making the payment, I have tried multiple times to contact Charity Mkhwa**** the individual handling my case to ensure my account was marked as settled with credit bureaus. Unfortunately, she has not rep**** to any of my emails following the payment. Repeated calls to their offices were either ignored or provided no useful feedback. I was told the account was “closed,” but no confirmation was given regarding its status with Experian.

To my shock, I recently discovered that instead of updating the account as "settled" or "paid in full," Cash Converters (through Quickdraw Financial) has reported it as a default today the 19th of May 2025 causing significant damage to my credit score. This is not only misleading, but a misrepresentation of my financial responsibility. I acted in good faith and did everything possible to settle the account yet I am being punished unjustly. What I Expect:

Immediate correction of my credit record with all relevant bureaus (especially Experian), reflecting the account as “Settled” or “Paid in Full.”

A formal apology from Cash Converters/Quickdraw Financial for the miscommunication and lack of response.

Internal investigation into why my emails were ignored and the account wrongly flagged.

Proof that the negative listing has been removed or amended appropriately.

Closing Remarks:

I urge anyone dealing with Cash Converters to document every interaction and demand written confirmations. Their careless behavior has long-term consequences on people’s financial futures — something they seem to take lightly.

If this matter is not resolved urgently, I will be escalating the issue to the Credit Ombud and exploring legal avenues for damages related to the harm caused to my credit profile.