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.