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Inyambo I
1 reviews | Active since Nov 2017
02 Feb 2026, 06:14
DebtBusters – Clearance certificate delayed due to lack of response and process clarity
I am a former DebtBusters client whose credit providers have been settled in full. I requested a clearance certificate in January 2026 and submitted all documentation required from my side.
Since then, I have engaged repeatedly and constructively via email and telephone. However, I have experienced ongoing delays and a lack of clear ownership in resolving the request.
Specifically: ● On 18 January 2026, I requested clarification on the contractual and regulatory basis for a clearance certificate fee being requested.
● I also requested a copy of my original debt counselling agreement from 2019, including the clauses re**** upon for the fee and how it is determined.
● On 23 January 2026, I submitted the outstanding documentation requested and asked for confirmation of receipt.
● On 26 January 2026, during a telephonic discussion, I was advised that my query had been escalated internally and that I would receive a callback from a team leader within 48 hours.
As at today, I have not received the promised callback, nor written responses addressing:
● Acknowledgement of documents received
● Provision of the original agreement and fee clauses re**** upon
● Clarification of the regulatory basis for the clearance certificate fee
● An update on a POPIA request for access to call recordings
I am not disputing that administrative work may be required. I am simply seeking transparent communication, confirmation of the contractual basis for the fee, and reasonable timelines so that the matter can be brought to a close.
I would appreciate engagement from DebtBusters management to assist in resolving this matter.
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Replies (4)0
Replies (4)
DebtBusters SA's replyOfficial
02 Feb 2026, 10:17Dear Inyambo I,
Thank you for taking the time to share your concerns with us. We sincerely apologise for the experience you have described and for the frustration caused by the delays and lack of communication. This is not the level of service we strive to provide.
Your feedback is important to us, and we would like the opportunity to understand and resolve this matter fully. Your query has been referred to a dedicated Specialist who will contact you within one business day to discuss your clearance certificate request, provide clarity on the relevant documentation and fees, and agree on clear next steps to bring the matter to a close.
Should you require further escalation, please note that our escalation channel is ***
.
We appreciate you bringing this to our attention and thank you for allowing us the opportunity to address your concerns.
Kind regards,
The DebtBusters Team
DebtBusters SA's reply02 Feb 2026, 10:17
Official
Dear Inyambo I,
Thank you for taking the time to share your concerns with us. We sincerely apologise for the experience you have described and for the frustration caused by the delays and lack of communication. This is not the level of service we strive to provide.
Your feedback is important to us, and we would like the opportunity to understand and resolve this matter fully. Your query has been referred to a dedicated Specialist who will contact you within one business day to discuss your clearance certificate request, provide clarity on the relevant documentation and fees, and agree on clear next steps to bring the matter to a close.
Should you require further escalation, please note that our escalation channel is ***
.
We appreciate you bringing this to our attention and thank you for allowing us the opportunity to address your concerns.
Kind regards,
The DebtBusters Team
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Inyambo I's updateReviewer Update
02 Feb 2026, 10:40Thank you for the response and for acknowledging the delays.
I am willing to engage constructively to resolve this matter. My concern to date has been the lack of clear ownership and written responses to the specific items raised, including confirmation of documents received, provision of the original agreement and fee clauses re**** upon, and an update on my POPIA request.
I would appreciate engagement from the appropriate manager or compliance representative, with clear next steps and timelines, so the matter can be brought to a close.
I look forward to your follow-up.
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Inyambo I's update02 Feb 2026, 10:40
Reviewer Update
Thank you for the response and for acknowledging the delays.
I am willing to engage constructively to resolve this matter. My concern to date has been the lack of clear ownership and written responses to the specific items raised, including confirmation of documents received, provision of the original agreement and fee clauses re**** upon, and an update on my POPIA request.
I would appreciate engagement from the appropriate manager or compliance representative, with clear next steps and timelines, so the matter can be brought to a close.
I look forward to your follow-up.
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Inyambo I's updateReviewer Update
03 Feb 2026, 10:01Update:
DebtBusters has since responded via email. However, the response has raised further concerns rather than resolving the matter.
DebtBusters has since responded via email. However, the response has raised further concerns rather than resolving the matter.
Notably:
- A new clearance certificate fee has now been introduced, calculated as 75% of the original restructuring fee, which differs from the R3,500 “standard clearance certificate fee” that was formally invoiced to me on 12 January 2026.
- No explanation has been provided for this discrepancy, nor has the earlier invoice been withdrawn.
- The response refers to NCR withdrawal guidelines as justification, but no attachment was included, making it impossible to assess the provisions re**** upon.
- My request for access to call recordings under POPIA was declined on the basis of “internal policy / intellectual property,” without reference to the statutory grounds for refusal.
I remain willing to resolve this constructively and have asked for clarity, consistency, and the relevant contractual and regulatory references in writing. I am awaiting a substantive response addressing these points.
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Inyambo I's update03 Feb 2026, 10:01
Reviewer Update
Update:
DebtBusters has since responded via email. However, the response has raised further concerns rather than resolving the matter.
DebtBusters has since responded via email. However, the response has raised further concerns rather than resolving the matter.
Notably:
- A new clearance certificate fee has now been introduced, calculated as 75% of the original restructuring fee, which differs from the R3,500 “standard clearance certificate fee” that was formally invoiced to me on 12 January 2026.
- No explanation has been provided for this discrepancy, nor has the earlier invoice been withdrawn.
- The response refers to NCR withdrawal guidelines as justification, but no attachment was included, making it impossible to assess the provisions re**** upon.
- My request for access to call recordings under POPIA was declined on the basis of “internal policy / intellectual property,” without reference to the statutory grounds for refusal.
I remain willing to resolve this constructively and have asked for clarity, consistency, and the relevant contractual and regulatory references in writing. I am awaiting a substantive response addressing these points.
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Inyambo I's updateReviewer Update
09 Feb 2026, 09:35Update:
Since DebtBusters’ initial response, the matter has not progressed and several commitments have not been honoured.
During a telephonic discussion on Tuesday, 3 February 2026, I requested escalation to a team leader due to unresolved issues. I was advised that the matter would be escalated and that I would be contacted by one of two team leaders within three business days.
As at the close of business on Friday, 7 February 2026, being the third business day following that discussion, no such contact has occurred.
In addition, the following remain unresolved:
Since DebtBusters’ initial response, the matter has not progressed and several commitments have not been honoured.
During a telephonic discussion on Tuesday, 3 February 2026, I requested escalation to a team leader due to unresolved issues. I was advised that the matter would be escalated and that I would be contacted by one of two team leaders within three business days.
As at the close of business on Friday, 7 February 2026, being the third business day following that discussion, no such contact has occurred.
In addition, the following remain unresolved:
- Two different clearance-related fees are on record (a R3,500 fee formally invoiced on 12 January 2026, and a later assertion of a 75% restructuring fee), without reconciliation or withdrawal of the earlier invoice.
- My file suspension is being treated as a “withdrawal” for fee purposes, despite the absence of my original signed debt counselling agreement, which has not yet been produced.
- A POPIA request for access to call recordings has been declined on the basis of “internal policy / intellectual property,” without reference to the statutory grounds re**** upon.
I remain willing to resolve this constructively, but the continued lack of management ownership and missed escalation commitments are concerning. I would appreciate engagement from DebtBusters management to bring this matter to a close
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Inyambo I's update09 Feb 2026, 09:35
Reviewer Update
Update:
Since DebtBusters’ initial response, the matter has not progressed and several commitments have not been honoured.
During a telephonic discussion on Tuesday, 3 February 2026, I requested escalation to a team leader due to unresolved issues. I was advised that the matter would be escalated and that I would be contacted by one of two team leaders within three business days.
As at the close of business on Friday, 7 February 2026, being the third business day following that discussion, no such contact has occurred.
In addition, the following remain unresolved:
Since DebtBusters’ initial response, the matter has not progressed and several commitments have not been honoured.
During a telephonic discussion on Tuesday, 3 February 2026, I requested escalation to a team leader due to unresolved issues. I was advised that the matter would be escalated and that I would be contacted by one of two team leaders within three business days.
As at the close of business on Friday, 7 February 2026, being the third business day following that discussion, no such contact has occurred.
In addition, the following remain unresolved:
- Two different clearance-related fees are on record (a R3,500 fee formally invoiced on 12 January 2026, and a later assertion of a 75% restructuring fee), without reconciliation or withdrawal of the earlier invoice.
- My file suspension is being treated as a “withdrawal” for fee purposes, despite the absence of my original signed debt counselling agreement, which has not yet been produced.
- A POPIA request for access to call recordings has been declined on the basis of “internal policy / intellectual property,” without reference to the statutory grounds re**** upon.
I remain willing to resolve this constructively, but the continued lack of management ownership and missed escalation commitments are concerning. I would appreciate engagement from DebtBusters management to bring this matter to a close