Urgent Complaint: Credit Record Update Pending Since 2021

Good day,

I am writing this email out of sheer frustration regarding the ongoing issue of my flagged credit record, which has not been updated despite my clearance from debt counselling back in 2021.

Since receiving my clearance certificate, I have been tirelessly following up with numerous emails and phone calls, and yet, this matter remains unresolved. Despite assurances from various parties that the flag would be removed, I am still dealing with the same issue as recently as last week.

To summarize:

In January 2024, I was informed by Notemba Zembe from DebtBusters via email that the clearance certificate was distributed, and the NCR Debt Help System was updated to reflect this. However, I was advised to follow up directly with credit bureaus myself.

Following this advice, I provided all the necessary information to the six credit bureaus listed in the email, yet I received no response. When I attempted to access credit, I discovered that the flag persists on my TransUnion profile.

Further emails from Mila Mpengesi in 2021 and Kendra Nielsen last week reiterated the same: that the clearance certificate was duly sent to creditors and credit bureaus, and the responsibility lies with them to update my records. However, I have repeatedly been pushed to contact bureaus directly, make disputes, and provide proof—something that should not be my responsibility to resolve as a consumer.

Adding insult to injury, Kendra Nielsen made a remark in her recent communication stating: “Attached is proof that TransUnion received the clearance certificate and should have removed the flag in 2021 – I am unsure whether you have been flagged for all this time with TransUnion? If not, it is strange that they have flagged you after so many years.”

Frankly, I find this statement unacceptable. Over the years, I have sent several emails, made countless phone calls, and taken all necessary steps to ensure my clearance certificate was acted upon. Suggesting that it is “strange” that my status remains unchanged not only disregards my continuous efforts but is also highly inappropriate.

It is now 2025, and I am exhausted from going back and forth between debt counsellors, the NCR, and credit bureaus. This matter was supposed to be resolved automatically in 2021. It is absolutely unacceptable for me, as a consumer, to shoulder the burden of resolving what is clearly a failure on the part of the relevant parties to act promptly and responsibly.

I demand immediate action to resolve this matter once and for all. Kindly escalate this issue to the appropriate department, ensure my flagged record is removed across all credit bureaus, and provide me with clear confirmation of the resolution as soon as possible.

I trust you understand the gravity of this situation and will prioritize resolving it without further delays.

Kind regards, Mellissa