Long answer:
Start with the credit bureau that’s showing the error (TransUnion, Experian, XDS/Compuscan/illion). Log a formal dispute and keep the reference number. Credit bureaus must investigate and correct inaccurate data. This is your right under the National Credit Act (NCA) Section 72. If the error is a lingering “under debt review” flag after you completed debt review, the lawful fix is your Debt Review Clearance Certificate (Form 19) via your registered Debt Counsellor; they must notify the credit bureaux to remove the flag. If a bureau or data furnisher doesn’t fix legitimate errors, escalate to the NCR with your dispute proof.
Step 1: Confirm the error (and pull all your reports)
Get your latest credit reports from each major bureau used in SA. Consumers are entitled to at least one freereport per year; some services offer more frequent access. Check all three because errors can appear on one report only.
Identify exactly what’s wrong: wrong personal details, an account you don’t recognise, a status that should be “paid up,” a duplicated default, or the debt-review flag that should have been removed.
Collect your evidence: ID, proof of address, bank statements or paid-up letters, the Form 19 if you completed debt review, and screenshots or PDFs of the report showing the error.
Step 2: Dispute directly with the bureau that shows the error
This is the fastest route because the bureau will reach out to the data furnisher (creditor/collections agency) and force a documented re-check.
TransUnion (SA): Use their dispute portal; they contact the data provider and notify you of the outcome with an updated report if changes are made. They also list phone support hours. Save your dispute reference.
Experian (SA): Log disputes via Up powered by Experian; Experian indicates up to 20 business days to resolve as they verify with the supplier.
Timing: Bureaus investigate with the lender and must resolve within defined timelines. SA guidance commonly references around 20 business days for bureau investigations. Keep your records; follow up once the window passes.
Tip: Always ask for (and keep) the dispute reference number and any written responses—these are essential if you escalate.
Step 3: If the error relates to debt review removal (Form 19)
The only lawful way to remove the “under debt review” flag after a court/tribunal order is via a Debt Review Clearance Certificate (Form 19) issued by a registered Debt Counsellor under Section 71. Your counsellor must issue it within 7 days of you meeting the criteria, and notify the bureaux so the flag is expunged. There is no shortcut or “manual removal” by third parties.
What to do:
Ask your Debt Counsellor to (re)send Form 19 to any bureau still showing the flag and confirm submission.
Then dispute the listing with the bureau and attach Form 19 so the update is actioned on their side.
If a website or “consultant” offers instant removals without Form 19, walk away—this is frequently flagged as non-compliant/scammy.
Step 4: If the credit bureau or lender won’t fix it (escalate)
You have a statutory right (NCA s72) to challenge incorrect information and to escalate unresolved disputes to the National Credit Regulator (NCR). The NCR published formal guidelines (Dec 2024) setting out how to submit a complaint (attach your bureau dispute reference and evidence).
When to escalate:
The bureau closed your dispute without correcting obvious errors and you have supporting documents;
The data furnisher won’t provide credible evidence;
The “debt review” flag persists despite Form 19 notifications.
How to escalate: Submit a complaint to the NCR with your dispute documentation as per their guideline under s72(4) (complaints investigated under s136).
(Consumers often also note the NCR’s public contact channels for complaints.)
Who exactly should I contact? (Quick directory)
TransUnion South Africa—Disputes/Support: Online dispute centre; call centre hours and number listed on their SA support page.
Experian South Africa—Disputes: Use Up powered by Experian; contact options and offices are listed on Experian SA.
Your Debt Counsellor (for Form 19): They issue the certificate and notify bureaux to remove the debt review indicator; NCR guidance confirms Form 19 is the lawful exit (no voluntary withdrawal after order).
National Credit Regulator (NCR): Escalate unresolved/incorrect bureau listings following the 2024 guideline for disputed consumer credit info.
What the law says
NCA Section 72: You have the right to access and challenge information held by a credit bureau/credit provider; disputed information must be investigated and corrected if wrong.
Section 71 (Form 19): On completion of debt review (or meeting “mortgage-only” criteria), a Debt Counsellor must issue the clearance certificate and notify credit bureaus so the debt-review flag is removed.
Step-by-step template to dispute an error (you can adapt)
Open a dispute with the bureau that shows the error (attach a PDF screenshot of the erroneous entry). State the exact field that’s incorrect and why. Ask for a dispute reference.
Attach evidence:
Wrong personal info → copy of ID/utility bill;
Paid account still “open/arrears” → paid-up letter or final statement;
“Under debt review” flag after completion → Form 19.
Diary 20 business days from submission. If unresolved, follow up.
Still wrong? Escalate to the NCR with: your dispute reference, evidence, and a short chronology (dates, who you spoke to, what was promised).
Special cases (and what to do)
Identity theft / fraud accounts: When disputing, also request a fraud alert/protective action on your file; bureaus provide these tools through their dispute centres.
Mixed files (someone else’s data on your report): Provide proof of address/ID and list entries that are not yours; ask for segmentation of the file in the dispute.
Court judgments showing paid: Attach the rescission or paid-up court document from the clerk/attorney; ask the bureau to update the status to “paid/settled” and remove adverse indicators where appropriate.
Debt-review flag during review: The flag legitimately remains until you complete debt review and the DC issues Form 19, don’t pay anyone claiming to “delete it now.”
Avoid these common pitfalls
Disputing with the wrong bureau: If an error appears at Experian only, disputing with TransUnion won’t fix it. Raise it where it appears.
Not attaching proof: Unsupported disputes are often closed “no change.” Add paid-up letters, Form 19, IDs, etc.
Falling for “instant removal” services: After a court order, Form 19 is the mechanism—not a third-party “admin deletion.”
Not keeping references: Without a dispute number, escalation is harder. Screenshot and save every email/portal page.
FAQ
How long should a bureau take to resolve my dispute?
Experian indicates up to 20 business days while they consult the data supplier. Timelines are similar across the market—ask for updates with your reference number.
Who actually removes the debt-review flag?
Your Debt Counsellor—by issuing Form 19 and notifying the bureaux; then the bureau updates your file. If it still shows after a few weeks, ask your DC to re-send and dispute with the bureau attaching Form 19.
Can the NCR fix my report directly?
The NCR doesn’t edit your file, but you can file a complaint if the bureau/creditor fails to correct verified inaccuracies. Include your dispute proof per the Dec 2024 NCR guideline.
Conclusion
Need help fixing a credit report error? Share your latest report, dispute reference, and (if relevant) your Form 19. We’ll map the fastest route, fresh credit bureau dispute, DC re-notification, or an NCR escalation, so your profile reflects the facts.