Formal Complaint and Request for Compensation Due to Incorrect Credit Bureau Listing

I am writing to formally lodge a complaint regarding the incorrect listing of my name and account status on the credit bureau, which has caused me reputational damage and financial inconvenience. I settled my account in 2019, and received a Paid in Full letter dated 10 September 2025. Despite this, my reopened account reflects an overdue balance, and this incorrect information has been reported to the credit bureau under my name. This error has:

Damaged my credit profile. Caused undue stress and embarrassment. Prevented me from accessing financial services.

I have attempted to resolve this matter through your customer service channels, but was met with poor service and refusal to escalate my query. I spoke to Caroline Makhe, who failed to understand my query and refused to transfer me to a team leader. She mentioned a manager named Barbara, who also refused to take my call. I later spoke to Khulufelo, who claimed there is no team leader and similarly could not assist. I am requesting the following:

Immediate correction of the inaccurate credit listing. A written explanation of how this error occurred. A formal apology for the poor service and incorrect listing. Compensation for the reputational and financial harm caused by this error.

Please treat this matter with urgency. I expect a response within 5 business days, failing which I will escalate the matter to the Credit Ombud and consider legal action.