Formal Complaint and Request for Immediate Resolution – Incorrect Debt Review Advice and Prejudice Suffered

MSD has harmed me in ways I cannot fathom. They gave me harmful and incorrect advice while under debt review.

I entered debt review with MSD Consulting, and from the beginning there were issues. The repayment amount initially quoted to me was later increased, and I was told that the first consultant “was wrong.” Despite my request that my car instalment be prioritised, this was never done. I later fell behind for two months, and the bank removed the vehicle account from debt review. I nevertheless continued paying the bank directly.

In June, I was retrenched. When I finally received my retrenchment payout, my intention was to settle my debts and exit debt review so that I would be able to secure employment. I contacted MSD Consulting for specific guidance on what was required to be removed from debt review. I explained my situation and asked what I needed to pay in order to exit.

I was assisted by Mishqah, who explicitly advised me that I did not need to settle the vehicle account to be removed from debt review. She told me that I only needed to settle the other debts — loans and credit cards — and once I did so, I could send her the supporting documents and she would forward everything to the NCR to initiate the clearance process.

I acted strictly in accordance with this advice. I paid all my loans and credit cards, obtained the paid-up letters, and sent her all the documents she requested.

For ease of reference, below is the email from 17 October 2025, in which she confirms receipt of my documents and states:

“Will check them now and send it off for clearance.”

This was after I had followed her instructions fully and based on her assurance that she would proceed with my removal from debt review.

However, when I called MSD Consulting to follow up, I was told by another agent that the advice I was given was incorrect, and that I must pay off the car in full before I can be removed from debt review. This contradicts everything I was told, and it is exactly the situation I was trying to avoid. Had I been given the correct advice, I would have used the funds to settle the vehicle account instead of paying off the credit accounts.

This misinformation has caused me severe financial and professional prejudice. I have struggled to secure employment while listed under debt review, and the only reason I acted as I did was because I re**** on MSD Consulting’s guidance. To now be told that “the consultant was wrong” and that nothing can be done is unacceptable.

I therefore request the following:

A full investigation into the incorrect advice provided and why I was misled.

A written explanation from MSD Consulting on how this error occurred.

Immediate assistance to resolve the situation and facilitate the clearance process, given that I acted in full reliance on your consultant’s advice.

Confirmation of what remedial steps MSD Consulting will take, considering the financial loss and prejudice I have suffered.

I acted in good faith. Your consultant confirmed that my documents would be submitted for clearance, and I planned my finances around the guidance your office provided. It is unreasonable and unfair for me to bear the consequences of incorrect advice given by MSD Consulting.

I request your urgent response and intervention.