Consumer Dispute Process

The National Credit Act (NCA) has prescribed a process for managing consumer disputes with a Credit Bureau. If you believe that the information on your Experian credit report is incorrect, please follow this 2-step process:

STEP 1: DO I HAVE A VALID DISPUTE? A dispute is considered valid at point of communication from you personally to Experian by telephone, fax or e-mail based on the following criteria:

The judgment, sequestration, administration order, default, account information does not belong to you/and or that you have never had dealings with the plaintiff/credit grantor. The payment profile/account history information has not been updated within the last 60 days. The default data has been settled and not updated within 60 days. An enquiry has been conducted on a credit report that is inaccurate and/or consent was not supplied. This piece of information will not be flagged; however, all other procedures will be followed. The judgment, default, account information was listed as a result of fraudulent activity. The judgment, sequestration, administration order, default, account information has exceeded its retention period. You were not provided with the 20 day notice period for the listing of default information. The default information is prescribed. There is a duplicate listing of a judgment, sequestration, administration order, default, account information (or combination of above) for the same debt. Other ad hoc, unfair circumstances have taken place that appear justified and require investigation.

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STEP 2: I BELIEVE I HAVE A VALID DISPUTE. HOW DO I CHALLANGE THIS INFORMATION ON MY CREDIT REPORT?

If you believe that you meet one of the above criteria you should do the following:

Gather all the necessary evidence before contacting Experian. You should contact the Experian Consumer Relations Division and log a dispute. Experian can be contacted on: • Help-desk: 0861 10 56 65 • Email: consumer@experian.co.za • Fax: 011 707 6786 The data will be flagged and logged as disputed for a maximum of 20 business days while the matter is investigated. If you apply for credit during this time, credit providers will see that there is a dispute on your record but will not be able to view the disputed information during the investigation period. Should the information prove to be incorrect or unsubstantiated it will be removed. However, if after investigation, prima facie evidence is revealed that counterclaims any of the above criteria, Experian will record the dispute as invalid and that the data will remain unchanged on your credit report. All the relevant documentation will be provided to you. If you are not satisfied with the resolution of your query, you may contact the office of the Credit Information Ombud (CIO) on 0861 662 837. If you are still not satisfied, you may contact the National Credit Regulator on 0861 627 627.

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