Your Right to Accurate Credit Information
The National Credit Act (NCA) gives every South African the right to access their credit report and to dispute any information that is inaccurate, incomplete, or outdated. Credit bureaus are legally obliged to investigate disputes within 20 business days and to correct or remove information that cannot be verified.
Incorrect credit bureau listings are more common than most people realise — a paid debt that was not updated to "settled," a judgment that has been rescinded but still appears, an account that belongs to someone with the same name, or a debt so old it has prescribed. All of these can be challenged.
Step 1 — Get Your Credit Report
You are entitled to one free credit report per year from each registered credit bureau. The major bureaus operating in South Africa are:
- TransUnion — transunion.co.za
- Experian — experian.co.za
- Compuscan (now Experian)
- XDS (Credit Bureau South Africa) — xds.co.za
Request your report from each bureau — different creditors report to different bureaus and an adverse listing may appear on one but not others. Review every item: account balances, payment history, judgments, and defaults.
Step 2 — Identify the Inaccuracy
Common inaccuracies to look for:
- A paid debt still showing as "outstanding" or "in arrears"
- A judgment that has been rescinded or paid but still appears
- An account you do not recognise (identity fraud, or a data error)
- A prescribed debt (older than three years without acknowledgement) that is still listed
- Duplicate listings for the same account
- Incorrect personal details (wrong ID number, wrong address) that affect your profile
Step 3 — Lodge the Dispute
Contact the relevant credit bureau directly to lodge a dispute. Each bureau has an online dispute portal, an email disputes address, and a postal address. Submit in writing and include:
- Your full name, ID number, and contact details
- The specific account or listing being disputed
- The exact inaccuracy you are disputing
- Supporting evidence (paid-up letter from the creditor, court order rescinding a judgment, correspondence showing the debt is prescribed)
The bureau must investigate within 20 business days and notify you of the outcome. If the information is found to be inaccurate, it must be corrected or removed.
Step 4 — Also Contact the Credit Provider
The credit bureau can only update information that the credit provider (the bank, retailer, or other lender) instructs them to update. If a paid debt is still showing as outstanding, the problem is usually that the creditor has not updated their records with the bureau. Contact the creditor directly and request a written confirmation that the account is settled, and ask them to update the bureau listing accordingly. A paid-up letter from the creditor is the strongest evidence for your bureau dispute.
Escalating a Rejected Dispute
If the bureau rejects your dispute or does not respond within 20 business days:
- Escalate to the Credit Ombud at creditombud.org.za or call 0861 662 837 — they handle complaints against credit bureaus and credit providers at no cost to you
- Lodge a complaint with the National Credit Regulator (NCR) at ncr.org.za
- For significant listings affecting your ability to obtain credit, consult an attorney who specialises in credit law — some incorrect judgment listings require a court application to rescind