There has been an increase in the number of complaints to the Credit Ombud about credit bureaux refusing to assist consumers disputing the accuracy of their credit information.
“Many of the complaints we received related to credit bureaux refusing to furnish consumers with dispute reference numbers,” says Credit Ombud, Manie van Schalkwyk. “Instead, consumers were incorrectly referred to their courts or their credit providers for assistance when disputing their credit records.”
But van Schalkwyk says in terms of the National Credit Act (NCA), credit bureaux are required to provide any consumer who challenges their credit information with a copy of evidence supporting the information or if the credit bureau is unable to find credible evidence backing up the information, they must remove the information and all record of it from their files.
“Every person has the right to dispute the accuracy of their credit information and a dispute reference number must be issued to consumers immediately, whether the information was disputed telephonically or in writing,” adds van Schalkwyk.
He explains that the best way for consumers to dispute unfair or incorrect credit information listed on their credit profile is first to contact the relevant credit bureau and record a dispute by specifying the information under dispute and requesting a dispute reference number. The credit bureau must correct the information or resolve the dispute within 20 business days.
“If you are not satisfied with the outcome or if you did not get an answer from the credit bureau you can log a complaint with the Credit Ombud free of charge,” says van Schalkwyk.
The Credit Ombud requires information from the consumer including the information disputed and reasons why you are disputing it as well as your personal details.
“It’s very important to keep track of all your communication with the credit bureau, including written communication, the telephone or cell number used to call the credit bureau, as well as the name of the person you spoke to and the date.
Although credit bureau reference numbers were issued to consumers after the Credit Ombud intervened, van Schalkwyk says the issue had been brought to the attention of the managers of credit bureaux.
“Our main aim is to ensure that innocent consumers aren’t prejudiced by incorrect credit information held on their credit profiles and that credit bureaux respond to consumer enquiries as they are required to by law,” says van Schalkwyk. “We’d like to see this unacceptable practice stopped once and for all.”
Consumers can contact credit bureaux on the following numbers:
Transunion – 0861 886 466
Experian – 0861 105 665
Compuscan – 0861 514 131
XDS – 0860 937 000
And the Credit Ombud on 0861 662837 or http://www.creditombud.org.za/
