FORMAL COMPLAINT – CONTINUED DEBT COLLECTION AFTER EDGARS ACCOUNT WAS SETTLED AND CLOSED

Dear National Credit Regulator,

I hereby wish to lodge a formal complaint against Edgars and CRS, regarding the continued debt collection attempts relating to an Edgars account that has already been paid in full and closed.

I have made numerous attempts to resolve this matter directly with Edgars and CRS, but despite these efforts, I continue to receive weekly telephone calls and SMS messages from CRS requesting payment of alleged arrears on this account.

Background

I previously held an account with Edgars. The account was subsequently settled in full, and I was informed by Edgars that the account had been paid up and closed.

After receiving further collection calls from CRS, I contacted Edgars on several occasions to clarify the matter.

I have spoken to various Edgars staff members, who confirmed that the account was paid in full and closed. I was further informed that Edgars staff members had communicated with CRS and sent correspondence confirming that the collection file was closed.

Despite these confirmations, CRS continues to contact me on a regular basis, including weekly telephone calls and SMS messages demanding payment of alleged arrears.

I have repeatedly explained to CRS that the account has already been settled and that Edgars has confirmed that the account is closed. Nevertheless, the collection activity continues.

My complaint

I am extremely concerned that I continue to be subjected to debt collection activity for an account which, according to Edgars itself, has no outstanding balance and has been closed.

I have made every reasonable effort to resolve this matter directly with the credit provider and the collection agency. I should not have to repeatedly defend myself against demands for payment of a debt that has already been settled.

I therefore respectfully request that the National Credit Regulator investigate this matter and determine:

Whether the continued collection activity by CRS is lawful and compliant with the National Credit Act and applicable debt-collection requirements. Why CRS continues to pursue payment when Edgars has confirmed that the account has been settled and closed. Whether Edgars has properly instructed CRS to cease collection activity and close the collection file. Whether the account reflects a zero outstanding balance on all relevant systems. Whether any incorrect information relating to this account has been reported to a credit bureau and, if so, whether such information has been corrected. Whether the continued calls and SMS messages from CRS, despite my repeated dispute of the alleged debt and the confirmations received from Edgars, constitute improper or prohibited debt-collection conduct. Requested resolution

I respectfully request the NCR's assistance in obtaining a permanent resolution to this matter.

I would like Edgars and CRS to:

Confirm in writing that the account has been paid in full and closed; Confirm that the CRS collection file has been withdrawn and closed; Immediately cease all further collection calls, SMS messages and other demands for payment relating to this account; Correct any inaccurate information held or reported regarding the account; and Provide confirmation that no further collection action will be taken against me in respect of this settled account.

I have retained documentation relating to this matter, including proof of payment, correspondence with Edgars and communications relating to the confirmation that the account was settled and closed. I am able to provide these documents to the NCR in support of my complaint.

I am submitting this complaint because I have already attempted to resolve the matter directly with Edgars and CRS on numerous occasions, without the continued collection activity being stopped.

I respectfully request that the NCR investigate the matter and advise me of the appropriate next steps.

Thank you for your assistance. I look forward to your response and to having this matter resolved permanently.