TrustIndex
2.9
NPS Score
20
Recommended: Likely
Nov '25 - Oct '26
Frequently Asked Questions About Credit Matters
Is Credit Matters trustworthy?
Credit Matters has a TrustIndex of 2.9 out of 10 on Hellopeter, based on 15 reviews in the last 12 months. Hellopeter has tracked Credit Matters across 159 total reviews. How is the TrustIndex calculated? →
Recent reviews (15)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2026
Extremely Poor Communication and Lack of Customer Service
I am extremely disappointed with the service and communication from Credit Matters. I have tried contacting them through *** and WhatsApp messages, with no response whatsoever. I have also attempted to call their offices multiple times, but I cannot get through to anyone. The frustrating part is that creditors are contacting me requesting proof of payments made towards my ***. I need Credit Matters to provide me with the necessary payment confirmations so that I can deal with these queries, but getting hold of someone to assist me seems impossible. What makes this even more disappointing is that my monthly payments are collected on time, every month, without fail. Yet when I need assistance, feedback or even a simple response to my queries, there is absolutely no communication. As a paying client, I believe I deserve basic communication, transparency and proper customer service. It cannot be that payments are prioritised, but when a client needs assistance, they are left chasing ***, WhatsApp messages and unanswered phone calls. I would appreciate Credit Matters taking accountability and improving their communication with clients. Clients should not have to struggle to get hold of a company that is managing their debt and financial affairs. Very disappointing experience.
1 reviews | Active since Aug 2026
Extremely Poor Communication and Lack of Customer Service
I am extremely disappointed with the service and communication from Credit Matters. I have tried contacting them through *** and WhatsApp messages, with no response whatsoever. I have also attempted to call their offices multiple times, but I cannot get through to anyone. The frustrating part is that creditors are contacting me requesting proof of payments made towards my ***. I need Credit Matters to provide me with the necessary payment confirmations so that I can deal with these queries, but getting hold of someone to assist me seems impossible. What makes this even more disappointing is that my monthly payments are collected on time, every month, without fail. Yet when I need assistance, feedback or even a simple response to my queries, there is absolutely no communication. As a paying client, I believe I deserve basic communication, transparency and proper customer service. It cannot be that payments are prioritised, but when a client needs assistance, they are left chasing ***, WhatsApp messages and unanswered phone calls. I would appreciate Credit Matters taking accountability and improving their communication with clients. Clients should not have to struggle to get hold of a company that is managing their debt and financial affairs. Very disappointing experience.
1 reviews | Active since Apr 2018
Credit Matters – Ongoing Service Failures, Contradictory Information and No Resolution
I am lodging this complaint due to ongoing service failures, contradictory information and a continued lack of communication from Credit Matters. I transferred to Credit Matters in May 2024, expecting to receive proper assistance with my debt review. Unfortunately, since then I have experienced repeated contradictory information, poor communication and an ongoing failure to resolve issues relating to my accounts. In August 2024, I was advised that only my FNB Personal Loan and FNB Credit Card were reflecting on my credit report. I was subsequently asked whether I wanted to add my FNB Overdraft and Revolving Loan, which I agreed to. I later received written confirmation of an increased monthly contribution reflecting all of my FNB accounts. In May 2025, I contacted Credit Matters for updated balances because I had not received statements. I was advised that my accounts appeared to be fully paid up. I requested a clearance certificate and confirmation of the zero balances. I was then told that the information provided related to an old profile and that a new profile existed. I repeatedly requested updated balances for the new profile, but these were never properly provided. I subsequently started receiving communications stating that payments had been missed and that accounts were outstanding, while other Credit Matters correspondence indicated that the accounts were fully paid. I escalated the matter to senior management, including the CEO and another director, but my concerns were not resolved. When my assigned consultant returned from maternity leave, she confirmed that my account was fully settled and was also unable to explain why other agents were still indicating outstanding balances. Despite this, I continued receiving collection calls, emails and messages stating that my account had been handed over. I was even advised by Credit Matters to ignore these communications. In December 2025, I received a clearance certificate and paid-up letter. However, the clearance certificate could not be opened, and I requested that it be resent in an accessible format. During this period, I continued receiving notifications alleging overdue balances. The issue is still ongoing in 2026 Despite everything above, I am still receiving emails and SMS messages stating that there are balances owing on my accounts. I have been advised to send all correspondence regarding this matter to Ebrahim, which I have done. However, no one from Credit Matters has contacted me to provide an explanation, update or resolution. I am now in a position where I continue receiving automated emails and SMS messages telling me that I owe money, while nobody is actually communicating with me to explain: What balance is supposedly outstanding Which account the alleged balance relates to How the balance was calculated Why I was previously told that my accounts were fully settled Why I received a clearance certificate and paid-up letter What the current status of my debt review actually is I have followed the instructions given to me and directed the correspondence to Ebrahim, yet I have received no meaningful communication from Credit Matters in 2026. This is extremely frustrating and unacceptable. I should not have to repeatedly chase a service provider for basic information about my own accounts, particularly when I am receiving conflicting communications from the same company. I am therefore requesting that Credit Matters urgently investigate this matter and provide me with a clear written response confirming: The current status of my debt review. Whether all my accounts are fully settled. If Credit Matters claims that money is still owing, a complete breakdown of the alleged outstanding balances and the accounts they relate to. A valid and accessible copy of my clearance certificate. An explanation for the continued emails and SMS messages stating that balances are owing. Confirmation of what action will be taken to stop any incorrect collection communication. Confirmation regarding my credit profile and that no incorrect adverse information will be reported. I have made numerous attempts to resolve this matter directly with Credit Matters and have escalated it internally, including to senior management. I have also followed the instruction to direct correspondence to Ebrahim, yet I am still receiving automated messages without anyone actually addressing my concerns. I need someone from Credit Matters to take ownership of this matter and provide a proper response. If I cannot receive clear communication and a resolution, I will have no choice but to consider moving to another service provider and pursuing the matter through the appropriate external channels. I hope Credit Matters will take this complaint seriously and finally provide the clarity and resolution I have been requesting.
1 reviews | Active since Apr 2018
Credit Matters – Ongoing Service Failures, Contradictory Information and No Resolution
I am lodging this complaint due to ongoing service failures, contradictory information and a continued lack of communication from Credit Matters. I transferred to Credit Matters in May 2024, expecting to receive proper assistance with my debt review. Unfortunately, since then I have experienced repeated contradictory information, poor communication and an ongoing failure to resolve issues relating to my accounts. In August 2024, I was advised that only my FNB Personal Loan and FNB Credit Card were reflecting on my credit report. I was subsequently asked whether I wanted to add my FNB Overdraft and Revolving Loan, which I agreed to. I later received written confirmation of an increased monthly contribution reflecting all of my FNB accounts. In May 2025, I contacted Credit Matters for updated balances because I had not received statements. I was advised that my accounts appeared to be fully paid up. I requested a clearance certificate and confirmation of the zero balances. I was then told that the information provided related to an old profile and that a new profile existed. I repeatedly requested updated balances for the new profile, but these were never properly provided. I subsequently started receiving communications stating that payments had been missed and that accounts were outstanding, while other Credit Matters correspondence indicated that the accounts were fully paid. I escalated the matter to senior management, including the CEO and another director, but my concerns were not resolved. When my assigned consultant returned from maternity leave, she confirmed that my account was fully settled and was also unable to explain why other agents were still indicating outstanding balances. Despite this, I continued receiving collection calls, emails and messages stating that my account had been handed over. I was even advised by Credit Matters to ignore these communications. In December 2025, I received a clearance certificate and paid-up letter. However, the clearance certificate could not be opened, and I requested that it be resent in an accessible format. During this period, I continued receiving notifications alleging overdue balances. The issue is still ongoing in 2026 Despite everything above, I am still receiving emails and SMS messages stating that there are balances owing on my accounts. I have been advised to send all correspondence regarding this matter to Ebrahim, which I have done. However, no one from Credit Matters has contacted me to provide an explanation, update or resolution. I am now in a position where I continue receiving automated emails and SMS messages telling me that I owe money, while nobody is actually communicating with me to explain: What balance is supposedly outstanding Which account the alleged balance relates to How the balance was calculated Why I was previously told that my accounts were fully settled Why I received a clearance certificate and paid-up letter What the current status of my debt review actually is I have followed the instructions given to me and directed the correspondence to Ebrahim, yet I have received no meaningful communication from Credit Matters in 2026. This is extremely frustrating and unacceptable. I should not have to repeatedly chase a service provider for basic information about my own accounts, particularly when I am receiving conflicting communications from the same company. I am therefore requesting that Credit Matters urgently investigate this matter and provide me with a clear written response confirming: The current status of my debt review. Whether all my accounts are fully settled. If Credit Matters claims that money is still owing, a complete breakdown of the alleged outstanding balances and the accounts they relate to. A valid and accessible copy of my clearance certificate. An explanation for the continued emails and SMS messages stating that balances are owing. Confirmation of what action will be taken to stop any incorrect collection communication. Confirmation regarding my credit profile and that no incorrect adverse information will be reported. I have made numerous attempts to resolve this matter directly with Credit Matters and have escalated it internally, including to senior management. I have also followed the instruction to direct correspondence to Ebrahim, yet I am still receiving automated messages without anyone actually addressing my concerns. I need someone from Credit Matters to take ownership of this matter and provide a proper response. If I cannot receive clear communication and a resolution, I will have no choice but to consider moving to another service provider and pursuing the matter through the appropriate external channels. I hope Credit Matters will take this complaint seriously and finally provide the clarity and resolution I have been requesting.
1 reviews | Active since Aug 2024
Unauthorized debit transaction
This company is a ****mer they debited my account even without finalising credit assessment, when i try to get hold of them no interaction becomes successful when on their WhatsApp line, I need assistance to get my money back, i don't even have money to get to work tomorrow. Am hurt and afraid to lose my job
1 reviews | Active since Aug 2024
Unauthorized debit transaction
This company is a ****mer they debited my account even without finalising credit assessment, when i try to get hold of them no interaction becomes successful when on their WhatsApp line, I need assistance to get my money back, i don't even have money to get to work tomorrow. Am hurt and afraid to lose my job
1 reviews | Active since Jun 2025
CREDIT MATTERS — WHEN “WE WILL LOOK INTO IT” TURNS INTO MONTHS OF DEAD ENDS
This is a consumer warning about my experience dealing with Credit Matters at the final stage of a debt-review process. The consumer involved has spent approximately six years under debt review. By June 2026, the process was effectively at the finishing line. Most creditor accounts had been settled and the remaining balances were being reconciled so that the debt review could finally be concluded. That is where this nightmare started. On 14 June 2026, Credit Matters and the payment distribution agent were sent a formal reconciliation dealing with the final payments and the remaining accounts. By 18 June, Credit Matters said it needed time to “look into” the query and would revert. On 21 June, a formal request was made for the complete debt-review record and source reconciliation. From there the correspondence just grew and grew. Questions were raised about creditor balances. Proofs of payment were supp****. Paid-up letters were obtained. A disputed debit order was challenged. A formal section 71 clearance position was requested. A detailed NCR complaint was eventually lodged. Credit Matters was repeatedly copied into the correspondence. By mid-July, the issue had already been running for roughly a month and Credit Matters had been given detailed reconciliations, proof of payment, creditor information and formal written notices. It still did not reach a proper final resolution. The most important point is this: this is not a consumer trying to escape a lawful debt. The consumer has paid through debt review for approximately six years. The position throughout has been that if a creditor proves a lawful amount is still outstanding, that amount will be paid. The problem is that the only material account still preventing finalisation is African Bank, and that balance is heavily disputed because of unresolved questions involving interest, arrears-interest entries, credit-life insurance, rate changes, section 103(5) and the source calculations behind the balance. Credit Matters ultimately re**** on the African Bank balance as the reason a section 71 clearance certificate could not be issued. But this is precisely where I believe consumers should ask serious questions about the value of aftercare. If your debt counsellor or aftercare provider simply relies on a creditor balance which the consumer has placed under a detailed, documented dispute, who is actually checking the figures? Who is protecting the consumer's position? Who is ensuring that paid-up accounts are removed? Who is interrogating contradictory PDA balances? Who is making sure a debit order is stopped when the consumer has repeatedly disputed and withdrawn authority for further collection? At one stage a Hyphen PDA statement still carried an ABSA credit-card balance even though that card was subsequently formally confirmed by ABSA as paid up and closed. The same Hyphen statement produced conflicting African Bank figures and proposed a new collection amount of R9,431.58, despite the underlying balance having already been formally disputed. Credit Matters was formally asked to intervene. This matter has now been escalated far beyond where any ordinary consumer should have to take a debt-review aftercare problem. A signed complaint was lodged with the National Credit Regulator. A protective filing was made with the National Consumer Tribunal in relation to the section 71 process. The African Bank banking dispute has gone to the National Financial Ombud Scheme, where case *** has been opened and African Bank has been given 21 working days to respond. Think about that for a moment. A consumer pays under debt review for approximately six years, gets virtually every account settled, reaches the final disputed creditor, and then has to start approaching regulators, a Tribunal and an Ombud simply to get a source-based answer and finish the process. That is exhausting. It delays people's ability to move forward financially. It creates stress long after the consumer has done what debt review required of them. And it raises a very fair question for anyone considering debt counselling: What exactly happens at the end when the numbers do not reconcile? My advice to other consumers is simple: do not throw away anything. Keep every monthly statement. Keep your PDA statements. Get paid-up letters directly from creditors. Check every balance. Keep proof of every payment. Ask questions when figures change. And do not be afraid to insist that a balance be proved from source records rather than simply accepting “the system says you owe it”. Credit Matters is welcome to resolve this and demonstrate that its aftercare process works. But after months of correspondence, repeated escalation and one dead end after another, I believe prospective and existing consumers deserve to know what this experience has actually been like.
1 reviews | Active since Jun 2025
CREDIT MATTERS — WHEN “WE WILL LOOK INTO IT” TURNS INTO MONTHS OF DEAD ENDS
This is a consumer warning about my experience dealing with Credit Matters at the final stage of a debt-review process. The consumer involved has spent approximately six years under debt review. By June 2026, the process was effectively at the finishing line. Most creditor accounts had been settled and the remaining balances were being reconciled so that the debt review could finally be concluded. That is where this nightmare started. On 14 June 2026, Credit Matters and the payment distribution agent were sent a formal reconciliation dealing with the final payments and the remaining accounts. By 18 June, Credit Matters said it needed time to “look into” the query and would revert. On 21 June, a formal request was made for the complete debt-review record and source reconciliation. From there the correspondence just grew and grew. Questions were raised about creditor balances. Proofs of payment were supp****. Paid-up letters were obtained. A disputed debit order was challenged. A formal section 71 clearance position was requested. A detailed NCR complaint was eventually lodged. Credit Matters was repeatedly copied into the correspondence. By mid-July, the issue had already been running for roughly a month and Credit Matters had been given detailed reconciliations, proof of payment, creditor information and formal written notices. It still did not reach a proper final resolution. The most important point is this: this is not a consumer trying to escape a lawful debt. The consumer has paid through debt review for approximately six years. The position throughout has been that if a creditor proves a lawful amount is still outstanding, that amount will be paid. The problem is that the only material account still preventing finalisation is African Bank, and that balance is heavily disputed because of unresolved questions involving interest, arrears-interest entries, credit-life insurance, rate changes, section 103(5) and the source calculations behind the balance. Credit Matters ultimately re**** on the African Bank balance as the reason a section 71 clearance certificate could not be issued. But this is precisely where I believe consumers should ask serious questions about the value of aftercare. If your debt counsellor or aftercare provider simply relies on a creditor balance which the consumer has placed under a detailed, documented dispute, who is actually checking the figures? Who is protecting the consumer's position? Who is ensuring that paid-up accounts are removed? Who is interrogating contradictory PDA balances? Who is making sure a debit order is stopped when the consumer has repeatedly disputed and withdrawn authority for further collection? At one stage a Hyphen PDA statement still carried an ABSA credit-card balance even though that card was subsequently formally confirmed by ABSA as paid up and closed. The same Hyphen statement produced conflicting African Bank figures and proposed a new collection amount of R9,431.58, despite the underlying balance having already been formally disputed. Credit Matters was formally asked to intervene. This matter has now been escalated far beyond where any ordinary consumer should have to take a debt-review aftercare problem. A signed complaint was lodged with the National Credit Regulator. A protective filing was made with the National Consumer Tribunal in relation to the section 71 process. The African Bank banking dispute has gone to the National Financial Ombud Scheme, where case *** has been opened and African Bank has been given 21 working days to respond. Think about that for a moment. A consumer pays under debt review for approximately six years, gets virtually every account settled, reaches the final disputed creditor, and then has to start approaching regulators, a Tribunal and an Ombud simply to get a source-based answer and finish the process. That is exhausting. It delays people's ability to move forward financially. It creates stress long after the consumer has done what debt review required of them. And it raises a very fair question for anyone considering debt counselling: What exactly happens at the end when the numbers do not reconcile? My advice to other consumers is simple: do not throw away anything. Keep every monthly statement. Keep your PDA statements. Get paid-up letters directly from creditors. Check every balance. Keep proof of every payment. Ask questions when figures change. And do not be afraid to insist that a balance be proved from source records rather than simply accepting “the system says you owe it”. Credit Matters is welcome to resolve this and demonstrate that its aftercare process works. But after months of correspondence, repeated escalation and one dead end after another, I believe prospective and existing consumers deserve to know what this experience has actually been like.
1 reviews | Active since Jul 2026
Excellent service from a Lady at Credit Matters.
Everyone has a opinion about service.Let me tell u about a lovely helpful lady at Credit matters in Cape Town.I wanted to buy a house only to find out I was under Dept review.This was the worse thing that could happen to me as it was an urgent sale.Brioany was the consultant of credit matters that assisted me and she changed the situation in an instant.she helped me and encouraged me to not give up.she ensured me that she will do everything in her power to see that I get to buy my house.Fast forward to now.Due to the excellent service from Brioany I become the proud owner of this house on the 5.07.2026.
1 reviews | Active since Jul 2026
Excellent service from a Lady at Credit Matters.
Everyone has a opinion about service.Let me tell u about a lovely helpful lady at Credit matters in Cape Town.I wanted to buy a house only to find out I was under Dept review.This was the worse thing that could happen to me as it was an urgent sale.Brioany was the consultant of credit matters that assisted me and she changed the situation in an instant.she helped me and encouraged me to not give up.she ensured me that she will do everything in her power to see that I get to buy my house.Fast forward to now.Due to the excellent service from Brioany I become the proud owner of this house on the 5.07.2026.
1 reviews | Active since Jul 2026
Under debt review
I like to thank credit matters especially Braiony sho helped me through a difficult situation. It was not easy to collect all paid up letters from all ddfferent institutions but Braiony managec to to it until i got certificate of clearance now i am free..thax again
1 reviews | Active since Jul 2026
Under debt review
I like to thank credit matters especially Braiony sho helped me through a difficult situation. It was not easy to collect all paid up letters from all ddfferent institutions but Braiony managec to to it until i got certificate of clearance now i am free..thax again
1 reviews | Active since Dec 2024
Credit Matters bad bad services
My experience with Credit Matters has been extremely disappointing. After successfully completing my debt review and being issued with a Form 19 Clearance Certificate, I spent more than six months trying to obtain Form 17.7 (or an equivalent document) and proof that my DHS records had been updated. Despite numerous follow-ups and escalating the matter to senior management, I was repeatedly referred between departments without receiving the required documentation or a clear explanation. I paid for the services requested of me and expected professional assistance to finalise my debt review. Instead, the delays negatively affected my credit profile and caused unnecessary stress, inconvenience, and financial prejudice. After exhausting Credit Matters’ internal complaints process, I had no option but to escalate the matter to the relevant external regulatory authorities. This review reflects my genuine personal experience as a customer. I sincerely hope Credit Matters improves its communication, accountability, and customer service so that other consumers do not have to endure a similar experience.
1 reviews | Active since Dec 2024
Credit Matters bad bad services
My experience with Credit Matters has been extremely disappointing. After successfully completing my debt review and being issued with a Form 19 Clearance Certificate, I spent more than six months trying to obtain Form 17.7 (or an equivalent document) and proof that my DHS records had been updated. Despite numerous follow-ups and escalating the matter to senior management, I was repeatedly referred between departments without receiving the required documentation or a clear explanation. I paid for the services requested of me and expected professional assistance to finalise my debt review. Instead, the delays negatively affected my credit profile and caused unnecessary stress, inconvenience, and financial prejudice. After exhausting Credit Matters’ internal complaints process, I had no option but to escalate the matter to the relevant external regulatory authorities. This review reflects my genuine personal experience as a customer. I sincerely hope Credit Matters improves its communication, accountability, and customer service so that other consumers do not have to endure a similar experience.