Over a Year Waiting for Standard Bank Clearance Certificate After Completing Debt Review – Lifelong Client Disappointed

Item: Standard Bank
Rating: 1
Author: Enez N

I have been a lifelong Standard Bank client, and it’s deeply disappointing to experience such ongoing delays after years of loyalty and responsible financial management.

I completed my debt review in November 2024, having fully settled all obligations. However, despite repeated follow-ups through my debt counsellor, my clearance certificate is still outstanding due to what has been described as an “internal dispute” within Standard Bank.

It has now been over a year, and I still have no written confirmation, dispute reference number, or expected resolution date. This delay prevents my credit record from being updated, leaving me unfairly listed as “under debt review” even though I have completed all repayments in full.

This situation contradicts the intent of Section 71 of the National Credit Act, which requires that once all obligations are settled, a consumer’s clearance must be issued without undue delay.

I have already escalated the matter to the Credit Ombud and National Credit Regulator, but I am appealing for urgent intervention from Standard Bank’s Debt Review Escalations or Compliance Team to resolve this matter once and for all.

I have a full record of all correspondence and am happy to provide it upon request. I truly hope the bank can restore my confidence by helping me finalise this process after years of being a loyal client

Helpful (0)

Replies (2)

Standard Bank's replyOfficial

11 Nov 2025, 14:00

Good day ,

Thank you for contacting us for assistance.

We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.

We will do our best to resolve this issue as soon as possible and find a solution that works for you.

Our team will contact you to assist you.

Kindest regards,
Standard Bank Hello Peter Team
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Standard Bank's reply11 Nov 2025, 14:00

Official

Enez N's updateReviewer Update

11 Dec 2025, 15:48

However, this is the exact same message I have received for more than a year, and unfortunately no progress has ever followed. Since posting my initial HelloPeter complaint, there has still been absolutely no action or update from Standard Bank.

I am still waiting for:

My paid-up letter, and
My debt review clearance certificate,

despite completing my debt review in October 2023 and settling all Standard Bank accounts in full. I have repeatedly been told that the matter has been “escalated,” yet there has been no resolution, no timelines, and no communication confirming what is causing the delay or when it will finally be resolved. At this stage, I am not looking for reassurance — I am looking for action. Please can Standard Bank provide:

A direct update from the relevant department actually handling my case,
A clear timeframe for issuing the required clearance documents, and
Confirmation that the matter is being treated with urgency, given the extended delay and impact on my credit record.

I am more than willing to supply any documents needed (again), but after over a year of waiting, I need a concrete response, not another generic acknowledgment.

Enez N's update11 Dec 2025, 15:48

Reviewer Update

I am still waiting for:

My paid-up letter, and
My debt review clearance certificate,

A direct update from the relevant department actually handling my case,
A clear timeframe for issuing the required clearance documents, and
Confirmation that the matter is being treated with urgency, given the extended delay and impact on my credit record.

I am more than willing to supply any documents needed (again), but after over a year of waiting, I need a concrete response, not another generic acknowledgment.