Misleading Online Credit Application – Incredible Connection

I recently completed an online credit application with Incredible Connection and received confirmation that I provisionally qualified for R90,615 under reference number ***. The message instructed me to visit the Menlyn branch with my documents, clearly stating that the reference number would be used to finalize the application.

When I arrived at the store, however, the staff disregarded the reference number and forced me to restart the entire process. This was a complete waste of time and left me frustrated and disheartened.

- The online application required me to disclose sensitive personal and financial information, yet it was ignored. - Restarting the process triggered another credit check, which negatively impacts my credit score. - The communication was misleading, creating false expectations of a streamlined process that does not exist.

This system is flawed, misleading, and prejudicial to customers. Incredible Connection must urgently fix the disconnect between their online and in‑store processes, ensure transparency, and prevent unnecessary duplicate credit checks.

I expect a formal response and corrective action. If not, I will escalate this matter to the National Credit Regulator and the Credit Ombud.