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Dear Sir/Madam,

I trust you are well.

I am writing to lodge a formal complaint regarding the delay in receiving my paid-up letter and the failure to close my settled credit card account.

I previously held a credit card account with ABSA. Due to financial difficulties, I was unable to maintain the repayments, and the account was subsequently handed over to Hammond Pole Attorneys for collection.

Following discussions with Hammond Pole Attorneys, we reached a settlement agreement, and I was offered a settlement amount of R13,800.00. In accordance with the agreement, I paid R14,000.00 on 05 August 2026, thereby settling the account in full.

I was advised that I would receive a paid-up letter within 21 working days after payment. However, despite numerous follow-ups since 31 August 2026, I have still not received the paid-up letter.

Every time I contact Hammond Pole Attorneys, I am informed that a follow-up will be done, but no feedback is provided. I am then required to call back and repeat the same query, only to receive the same response. On 28 September 2026, one of the consultants advised me to visit an ABSA branch to request the paid-up letter directly.

On 01 October 2026, I visited ABSA and was informed that my account no longer reflects on their system because it had been handed over to Hammond Pole Attorneys. As a result, ABSA could not assist me with the paid-up letter.

My concerns are as follows:

The account was settled in full on 05 August 2026. I have not received my paid-up letter despite repeated requests. The account still appears open on my credit profile (ITC). I continue to incur inconvenience and frustration due to the lack of communication and resolution.

I respectfully request that this matter be investigated urgently and that Hammond Pole Attorneys:

Issue my paid-up letter immediately; Confirm that the account has been settled in full; Update all relevant credit bureau records to reflect the account as paid and closed; and Provide written confirmation once the process has been completed.

I have made every reasonable effort to resolve this matter directly with Hammond Pole Attorneys, but unfortunately, I have not received the assistance required. Should this matter remain unresolved, I will have no option but to escalate the complaint further through the appropriate regulatory channels and consumer platforms, including HelloPeter.

I trust that your intervention will assist in resolving this matter promptly.

Kind regards,