Please recall my loan from the debt collectors.

May you kindly assist with the below query that I have logged via email on the 23rd of December to *** and ***. up to today I have not received any response or even acknowledgement, may you kindly assist with routing the query to the relevant department.

I have a loan account with Standard bank which was in arrears earlier this year, so in May I called the Standard bank call centre to make arrangements to make the account up to date. I spoke to one of your agents, I asked the outstanding amount that I need to pay to make the account up to date and active again, an amount of around R7000 was given to me. I advised the agent to debit the arrears outstanding and I asked if my account will be up to date and start debiting the normal instalment, I was told that would be the case.

So around the 4th of may the amount outstanding arrears was debited from my account, so the same month I started receiving calls from your attorneys/debt collectors regarding the same account that I was advised will be back to normal, when I asked why they are calling me they told me that the account was handed over to them on the 17th of May, so what I don’t understand is why was the account handed over to collectors after I have paid the arrears outstanding and had called Standard bank before I even made the payment.

Then the normal instalment continued to go off in my account until the last 2 months, it was not debited for November and December 2021. I contacted Standard bank again and I was told that my account was handed over to collectors because of non payment in November, first of all I don’t understand why is that because it’s not my fault that Standard bank decided to not debit the instalment, when I called this month I asked again will the account be up to date after I have paid the Outstanding amount that standard bank did not debit, I was advised that it will be up to date and recalled back to Standard bank from the external collectors, it will be back to normal.

So this morning I contacted the Transunion regarding the default status appearing on my credit bureau, I asked them if it’s possible that the status can be uplifted since the account is now up to date, I was advised that I need to obtain a letter from Standard bank confirming that indeed the account is up to date and no longer in arrears. When I called Standard bank this morning regarding an up to date letter the agent I spoke told me that I will have to contact the attorneys because my account has outstanding balance of R54 000 something and it was handed over to them. So despite all my efforts to make things right I’m still being treated unfairly, I have tried one too many times for this resolved.

May you kindly assist with recalling the account from the attorneys back to Standard bank, I would like to continue with my normal instalment every month. And may you please forward me the letter required by the Transunion to update my credit record accordingly.

Your assistance in this regard will be highly appreciated