Unacceptable Customer service

Dear SA Debt Clearance Services,

I hope this message finds you well.

I am writing to formally place you on notice regarding the unacceptable delays and lack of service in relation to my debt clearance process, which I engaged your company to complete in August 2025.

I fulfilled all required payments over a three-month period, and by the end of November 2025, all necessary documentation had been submitted. I was subsequently advised on 15 January 2026 that my clearance certificate would be issued by the following week. While I acknowledge there were system issues at the time, no meaningful progress has been communicated since then.

On 13 March 2026, my case was reassigned to Diya, who indicated that letters had been sent to the credit bureaus. However, to date, I have received no confirmation of progress or completion. I have personally followed up with the credit bureaus, including TransUnion, who have explicitly confirmed that they are awaiting submission of my clearance certificate from the responsible debt counsellor.

Despite raising this requirement with your office on at least four occasions, no action has been taken, and no response has been received since my last communication on 22 March 2026.

This delay is unacceptable and constitutes a failure to deliver the service I paid for within a reasonable timeframe.

Accordingly, I hereby demand the following:

Immediate submission of my clearance certificate to all relevant credit bureaus;

Written confirmation, with proof of submission, that this has been completed;

A full status update on my matter within 72 hours of receipt of this letter.

Should I not receive a satisfactory response within this timeframe, I will have no alternative but to escalate this matter by lodging a formal complaint with the National Credit Regulator (NCR) and the National Consumer Commission, and to pursue any further legal remedies available to me.

Please treat this matter with the urgency it requires.