POOR CUSTOMER SERVICE

Good Day,

I hope you are well.

I am writing on behalf of my mother regarding a matter that requires urgent attention and resolution.

My mother has been under debt review with DebtBusters for several years and has diligently honoured all her payment obligations. We have now been informed that all her debts have been fully settled, and she is therefore eligible to receive a Clearance Certificate and Certificate of Good Standing.

However, we have encountered an issue with Standard Bank concerning a loan account that was included under the debt review process. Despite consistent monthly payments being made towards this account through DebtBusters, Standard Bank is now indicating that they are unable to locate any record of the account and are refusing to issue a paid-up letter.

This is deeply concerning, as payments were made regularly and should be reflected on your systems. The delay in issuing the paid-up letter is now preventing the finalisation of her debt review process and the issuance of her clearance certificate since 2025 till date.

We kindly request the following as a matter of urgency: • Confirmation of the loan account details linked to my mother • A full reconciliation of all payments received via DebtBusters • Immediate issuance of a paid-up letter for the account • Cooperation between all parties to ensure the clearance certificate is issued without further delay

Please treat this matter with the urgency it deserves, as it directly affects my mother’s financial standing and credit profile.

For ease of reference, her details are as follows: Full Name: Mrs Zandile P Khambule ID Number: *** Cell Nr: ***

We expect a prompt resolution and clear feedback on the way forward.

Kind regards, Thandukuthula Khambule (On behalf of my mother)