Debtfree DIGI Jan 2016

South Africa’s debt counselling magazine 

January 2016 

www.debtfreedigi.co.za

Feeling the economic pinch? 

Hyphen PDA provides effective financial solutions & increases Debt Counsellor profitability. 

The Debt Counsellors’ PDA of choice! 

As business partners we provide long lasting solutions to Debt Counsellors.

Chris van der Straaten, 

Head: PDA 

082 557 0437 

Malcom Povey, 

Head: Operations PDA 

082 445 5604 www.hyphenpda.co.za

“ It always seems 

impossible until 

it is done” - Nelson Mandela 

Specialist Attorneys dealing 

with Debt Review matters 

Magistrates Court 

and High Court Matters 

Tel 021 913 2514 Fax 0866070940 Email info@liddles.co.za 

PHYSICAL ADDRESS 7 Chenin Blanc Street, Oude Westhof Postal address PO Box 3407, tygervalley, 7536

CONTENTS 

NEWS 

Complaints 

Nedbank 

Interview 

Scary Calls 

& SMS’ 

PDA’s 

SERVICE 

DIRECTORY

EDITOR’S NOTE 

For those who got to have a break at the end of 

the year, going back to work, school and reality 

in Jan can be somewhat down heartening. All 

that fun is soon forgotten, especially when 

the bills arrive or the collections people start 

to call. However January is also a time to look 

ahead and if necessary make plans for change. 

It is a natural psychological fresh start. This is 

why so many of us plan to lose weight, make 

more money, start that business, exercise more 

and get rid of debt. And the holidays followed 

by back to school stuff can sure run up those 

debts super fast. It is no wonder then that the 

industry has experienced a higher than normal 

amount of applications for debt review so far 

this month. One large firm who takes on lots of 

clients even reported having twice the normal 

number of applications this month. 

Let’s be honest, with all the negative economic 

factors and increases in prices (and a weakening 

Rand, interest rates going up etc) it is going to 

be a very tough year. Those who managed to 

scrape by in years past are probably going to 

have to make some big changes this year if 

they want to even have a chance of being able 

to afford a roof over their head and food on the 

table. 

complain (and who to complain to). We also 

look at new online resources which consumers 

can use to learn more about dealing with debt 

and the debt review process. 

Recently the Nedbank Debt Review Centre 

had a change in leadership and we discuss 

this fresh start as we interview Denise Hartley 

about her new role. We also consider how 

you can build a good team spirit at your firm. 

Daring to go where angles fear to tread, we 

address the industry ‘elephant in the room’ as 

we look at the looming situation developing 

with regard to Payment Distribution Agencies 

and application of certain requirements of 

the NCA & Regulations. That and other news, 

advice and stories. 

Nothing makes a better fresh start than getting 

to grips with your financial situation when it 

has been out of control. If you have not already 

done so then maybe now is the time to talk to a 

Debt Counsellor and take the first steps toward 

becoming debt free. 

Getting financial help through debt review 

means learning to trust a new person (your Debt 

Counsellor). In this month’s issue we discuss 

who and when to trust and when it is time to

Switch 

to easy 

• Individual, dedicated business bank account per Debt Counsellor 

• National Representation - regular office visits by skilled, trained agents 

• 24 hour access to system, including distributions data - from any PC, 

cell phone or tablet with internet access 

• Dedicated account managers for EACH Debt Counsellor 

Agent: Petro de Beer 

e-maill: petro@dcpartner.co.za 

Cell: 083 6139 826 

www.dcpartner.co.za

Professional Debt 

Counselling Attorneys 

Tel: 021 872 1968 

11 MARKET STREET, PAARL 

www.steyncoetzee.co.za

INDUSTRY 

CONSUMER 

NEWS FLASH 

For daily debt counselling news in 3 minutes or less visit www.debtfreedigi.co.za 

Debt Review TV 

January saw the launch of a new debt review 

information service called Debt Review TV. 

DRTV is essentially an online ‘TV’ channel all 

about debt review and debt counselling. The 

project is still in it’s infancy but the aim is for 

DRTV to be the easiest place for consumers 

to watch online news about debt review ,and 

to find videos and TV shows all about dealing 

with debt or debt review. Already consumers 

can visit the online youtube.com channel and 

watch TV show episodes like: Carte Blanche 

and Money Matters as well as the SABC’s 

Rands with Sense all of which have content 

about debt review. Also on DRTV are web 

episodes of Media24’s, Finance24, SABC News 

and lots of interviews with Debt Counsellors. 

Watch Videos Now: https://www.youtube. 

com/channel/UCHPA46jtA6fgoephpbIzQtQ 

Reckless Lending 

Court Case 

A number of years ago (before the National 

Credit Act kicked in) Mr. & Mrs. De Beer were 

approaching retirement age and were planning 

for their future. They settled upon the idea of a 

small holding with some farming. Mr. De Beer 

(and later Mrs. De Beer) used their payouts upon 

retirement to buy a small holding and begin 

farming. Things did not go exactly according to 

plan and so they had to turn to the bank for a 

loan... or two... or three. At one point they even 

tried to sell the property but that fell through. 

The couple were well into their 60s. Recently 

the bank tried to take legal action against the 

couple and to sell off the property. The couple 

with the help of some legal experts raised the 

defense of Reckless Credit granting by the 

bank. They were able to do so since the last big 

loan (they asked for R300 000 and were given 

R500 000) was after the NCA came into effect. 

At that time the bank were dealing with both 

the couple and their daughter (as surety). 

Since 2007 credit can be declared ‘reckless’ for 

a number of reasons such as if the consumer 

never understood what they were signing, 

could not repay what was demanded or if the 

bank never checked all the facts and figures 

or never provided the right papers to the 

consumer. The court case in regard to this 

particular matter took place at the end of 2015 

and the verdict recently became available. 

Some of the main points which came to light 

were that The couple were older and faced 

having to settle the loan at the age of 85+-. 

This would put them well beyond the age were 

they might realistically be able to earn and pay. 

The property was their main residence/only 

home. As such selling off the property would 

leave them homeless. As in many other cases 

ABSA had lost all the original documents. The 

consumers also said they were not properly 

evaluated by the bank. At one point, the couple

NEWS CONTINUED 

say they were just called and told to go sign 

papers after the bank had dealings with their 

daughter (a business lady whose business was 

barely ticking over herself). This was for R500 

000. Various loans and payments show the 

farm was in unsuccessful. The judge described 

it as a bottomless pit into which money was 

being poured and said no one could think 

this was a successful business and good 

investment, including the bank. Four large 

loans were taken to try keep the farm afloat. In 

2003 – R100 000; in 2005 – R200 000; in 2006 

– R651 000 in 2008 – R500 000. 

The bank made the couple’s daughter sign 

surety for the loan. In their calculations (on the 

computer) the bank used the income of the 

couple (R600+ each month)PLUS that of the 

daughter. This is a problem since a surety is only 

relevant when the main parties to a loan fail to 

make payment and not during the evaluation 

of ability to pay. Even so, the daughter would 

not have been able to pay the amount each 

month anyway. 

During the case expert witnesses for both sides 

were called and the Judge found that the bank 

had failed in it’s obligations (both financial and 

moral). The lack of original paperwork harmed 

the bank’s case greatly. though as usual they 

pointed to other typical documents that might 

have been in use at the time. The fact that the 

bank took the daughter’s income and lumped 

it together with the parents when working out 

their ability to repay the loan was also a big 

mistake by the bank. 

Due to the bank failing to make sure the 

consumers could actually pay back the 

amount required every month the judge 

declared to loan ‘reckless’ and has told the 

bank they cannot have the property or the 

money back. It was also highlighted that to 

avoid credit being reckless a creditor not only 

has to do an assessment but also the result of 

the assessment (if it shows the consumer cant 

realistically pay) needs to be used. You can’t 

do an evaluation and realistically see that a 

consumer will not be able to pay and then still 

lend them the money anyway. 

The case sets a number of important presidents 

and also serves to encourage those who in the 

past have been victims of reckless lending. 

These things take time and effort but it is 

often worth it to fight against legal action by 

a bank who is actually dealing with the result 

of it’s own employees past mistakes. The bank 

have made it clear that they have learnt from 

past issues, like this, and have changed their 

internal policies (a few years back now) so that 

the income of the surety is no longer taken 

into consideration when doing affordability 

assessments. It is encouraging to see that this 

policy has already wisely been changed - this 

case was from quite a while back. No doubt this 

was a strong R1.7 million reminder of exactly 

why the policy was changed in the first place. 

Download: ABSA v De Beer & other Case 

no.26749 2001 

African Bank 

Find New Insurers 

African Bank (which is now under curatorship), 

has announced that they have secured a new 

insurance arm for their banking and credit 

granting operations. This follows after a lot 

of fun and games involving members of their 

old home grown insurance (Standard General

South Africa’s 

leading Debt Counsellors

Credit ProteCtion – debt review 

SuRe SuRe 

Applied to go under debt review? 

Restructuring your monthly expenses? 

why not insure all your accounts on the one Credit Protection? 

Credit ProteCtion Credit ProteCtion – debt review – debt review 

Applied we will to go contribute under Applied debt towards to review? go under your debt accounts review? in the event of the following: 

Restructuring your Restructuring monthly expenses? your monthly expenses? 

why • not death insure – why all we your settle not accounts insure the account all on your the accounts one Credit on the Protection? one Credit Protection? 

• temporary disability – we pay the Debt Review payment 

we will contribute for 6 months we towards will contribute your accounts towards in your the event accounts of the in following: the event of the following: 

• Permanent disability – we settle the account 

• death • Critical – we settle • illness the death account –– we settle the account 

• temporary • retrenchment disability • temporary – we we pay pay disability the the Debt Debt – Review we pay payment the Debt Review payment 

for 6 months for 6 months 

Review payment for up to 9 months 

• Permanent disability • Permanent – we settle disability the account – we settle the account 

• Critical illness • – we Critical settle illness the account – we settle the account 

• retrenchment At a rate of R • – 2.95 we retrenchment pay per the R1000, Debt – our we pay the Debt 

Review rates are payment among for Review up the to best 9 payment months and our for up to 9 months 

benefit structure is the best in the 

At a rate market. of R 2.95 At per a R1000, rate of R our 2.95 per R1000, our 

rates are among the rates best are and among our the best and our 

benefit structure is benefit the best structure in the is the best in the 

market. market. 

ContACt one oR youR 

debt Counsellor! 

ContACt 0861 one 266 562 oR ContACt youR one oR youR 

debt www.one.za.com 

Counsellor! debt Counsellor! 

0861 266 562 0861 266 562 

www.one.za.com 

sam Haasbroek: www.one.za.com 

082 550 7294 

sam Haasbroek: sam Haasbroek: 

sam.h@one.za.com 

082 550 7294 082 550 7294 

sam.h@one.za.com sam.h@one.za.com 

marijke wessels: 

marijke 082 729 wessels: 3833 marijke wessels: 

082 729 marijke.w@one.za.com 

3833 082 729 3833 

marijke.w@one.za.com marijke.w@one.za.com 

terms & Conditions aPPly 

terms & Conditions terms aPPly & Conditions aPPly 

ONE Insurance ONE Insurance Underwriting Underwriting Managers ONE Insurance (PTY) Managers LTD Underwriting Reg (PTY) No. 1996/008987/07 

LTD Managers Reg No. (PTY) 1996/008987/07 

LTD Reg No. 1996/008987/07 

Underwritten by: 

Authorised Financial Services Provider Authorised FSP8783 Financial VAT No. Services 4370160501 Provider FSP8783 VAT No. 4370160501 

Authorised Financial Services Provider FSP8783 VAT No. 4370160501 

Underwritten Underwritten by: by: 

A Member of A Member of A member of the A member of Group the Group 

A Member of A member of the Group

NEWS CONTINUED 

Insurance Company) got greedy and basically 

put themselves out of business. African Bank’s 

curator, Mr Tom Winterboer, announced that 

Guardrisk Life Limited has been appointed to 

underwrite their insurance (for African Bank 

and Good Bank). It is a bit convoluted but 

Afircan Bank’s InsureCo (which will hold all 

insurance interests as part of the Good Bank 

Group) will be underwritten by Guardrisk Life as 

of mid January 2016. Brian Riley, CEO designate 

of Good Bank, said: “We are extremely pleased 

with this significant development which 

provides further impetus to the anticipated 

finalisation of the restructuring of African 

Bank in less than three months’ time. The new 

arrangement with Guardrisk, a leading cell 

captive insurer, represents a big step forward, 

and is mutually beneficial for both African 

Bank and its customers.” African Bank Curator 

Mr Winterboer plans to launch the new Good 

Bank during April 2016. 

Finchoice and FoneChoice 

At the close of the year the National Credit 

regulator sent out a circular in regard to 

credit provider Finchoice. They asked all Debt 

Counsellors to use the following number when 

communicating with Finchoice: 0861 346 333. 

DC Annual Renewal Fees 

to be 5 x More Expensive 

From 2016? 

The Department of Trade and Industry have 

published for comment a proposal that Debt 

Counsellor annual renewal fees be set at 

R500 (as opposed to the current R100). The 

proposal is probably based on the idea that 

the National Credit Regulator (NCR) have plans 

to issue annual registration certificates to Debt 

Counsellors who renew their registration. At 

present, the NCR only issue such certificates 

once when Debt Counsellors first apply. They 

still renew the registration each year. The main 

change then is the printing and distribution 

of these certificates. It seems that this may 

cost 5 times as much as previously. There has 

been a lot of concern across the industry that 

the NCR may not have capacity to handle the 

many thousands of certificates which will 

need to be produced each year in a timeous 

fashion. The plan will no doubt require that the 

NCR hire a large number of staff if they even 

want to realistically try to accomplish this goal. 

This will require a lot more salaries be paid. 

In 2015 the NCR were said to have run into 

funding / budgeting problems and spent their 

budget before the year ended. It could be that 

the DTI & NCR feel that the fees simply need 

to be reviewed after so many years since the 

fees were first published. This is something 

that has been raised over the last few years 

by Debt Counsellors particularly in regard 

to the fees that Debt Counsellors can charge 

for performing a debt review. One of the 

consequences of the NCR running out of funds 

was that they announced that they were not 

going to able to complete a review of the fees 

Debt Counsellors themselves can charge as 

they would not be able to pay their consultants 

in this matter. The DTI have called for comment 

on the proposed changes. If you feel the 

increase is too high, too low or otherwise, feel 

free to comment. You can Download the DTI 

Notice Here: http://debtfreedigi.co.za/wpcontent/uploads/2016/01/Proposed-DTI-regto-Increase-DC-Renewal-Fees-Jan-2016.pdf 

You can send your comment (before 12 Feb 

2016) to: SKumkani@thedti.gov.za

HOW TO DEAL WITH 

SCARY SMS’S or 

PHONE CALLS WHEN 

IN DEBT REVIEW

The situation may arise where a consumer gets a collection call, 

supposedly from a credit provider (or a collections agent) and 

the person on the line claims that they are not receiving funds 

from the Debt Counsellor. Immediately you will know that the 

collections person is somewhat unfamiliar with just how the 

debt review process actually works. 

Debt Counsellors don’t touch the Money 

The amendments to the National Credit Act (from March 2015) prohibits a Debt Counsellor from 

acting as a collection agent or do payments for consumers. In Chapter 5 of the Regulations it 

says: “ a Debt Counsellor must not collect and distribute monies on behalf of Consumers”. This 

means that the Debt Counsellor, while responsible for the repayment proposal and negotiations, 

is not responsible for any consumer’s actual debt repayment. Even so, such a call may cause the 

consumer to panic. The consumer may start to think that the Debt Counsellor could be doing 

something funny or not doing their job. 

Who to Trust? 

The question is: why would you suddenly trust a complete stranger on the phone, who you have 

never met when you know your Debt Counsellor, talk to them often, pay them each month, read 

emails from them and are able to go visit their office any time you want? Why trust a stranger 

over someone you know? 

When they demand Proof 

When a creditor calls a consumer to discuss payments or lack thereof, it is always the consumers’ 

responsibility to provide the creditor with proof of payment. The proof of payment can be 

provided by the 3rd party payment agent appointed by the consumer (a PDA) or their own 

deposit slips (if they are paying directly themselves). Since a Debt Counsellor does not deal with 

the payments it is not really the Debt Counsellor’s responsibility to provide proof of payment. 

They do not carry that info on their internal system. If however, a creditor does ask for proof of 

payment directly from a Debt Counsellor, rather than a consumer, then the Debt Counsellor must 

obtain it from the consumer (or their PDA) and provide it to the creditor as speedily as possible. 

Scary SMS’ 

It is important to know that collections sms’ are usually not typed up one by one with you 

specifically in mind. It is not like they are specially sent to you by a human. Sorry they just don’t 

love you enough to do that. They are normally automatically generated on a computer software

system and sent in bulk to thousands of consumers, from a number to which you cannot reply. 

Those sms’ are not legally binding, they are at best simply reminders or providing you with 

information. Debt Counsellors can do nothing about them. Consumers can however complain 

to the credit provider, ombud or NCR if they wish. 

Scary Phone Calls 

The same goes for a call center agent claiming that your debt review is somehow “terminated, 

deleted, cancelled, legal action is forth coming or they have no knowledge of any debt review 

and various other “interesting” claims they make. Debt review is a legislative process with lots 

and lots of paperwork. It is a process done via the courts (not over the phone). So be sure to ask 

your Debt Counsellor to provide you with a copy of your complete court application as all the 

required documentation is contained therein. Since you have to sign an affidavit along the way 

that says you have read these papers you should get a copy anyway. Normally this court stuff will 

happen in the second month of your debt review (maybe 3rd month). If any call center agent 

claims they don’t know about the debt review, ask for their email address and send these papers 

to them. A court order is a formal process and must be dealt with in a formal manner. Call center 

agents, MUST be trained to know and understand the National Credit Act and need to provide 

a consumer with documentation (as prescribed in the Act) to back up their claim. E.g. if your 

debt review application is not completed thought the courts a creditor may issue a NOTICE to 

inform the consumer that they intend to terminate the debt review. If they say this is happening 

then ask for the papers to show this. If this is true then it would be good to speak to your Debt 

Counsellor in those circumstances. There are several remedial actions your Debt Counsellor can 

then take upon receipt of such a notice. True termination of the process is only really possible 

with the granting of a court judgment. It is also good to know that for it to be valid, an 86(10) 

termination notice must be served on three parties: the consumer, the Debt Counsellor and the 

NCR via registered mail. This is prescribed by law and as you can imagine takes a long time. 

Are you being Lied to? 

If there is no judgment actually terminating the credit agreement between you and the creditor, 

then the claim from the call center agent is simply untrue. Please note it is required by law for 

consumers to be RICA’d and FICA’d and if your contact details are not updated and legal notices 

are sent to the incorrect address it will be a problem for you. This is your responsibility not the 

Debt Counsellor’s. If you move be sure to let everyone know. It helps protect you. Hiding does 

the opposite. 

Missed a Payment? 

If your debt restructuring court order has already been granted and you are in arrears with 

payment, then creditors do not have to serve a notice but can summons you directly. Non or 

partial payments on court orders are contempt of court and creditors have the right to start legal 

action. It is oh so very important that consumers do not skip any payments when a court order

is granted. If you have problems meeting your payment obligations as set out in the court order, 

contact your Debt Counsellor straight away and ask them to assist you before legal action is 

taken. Don’t just imagine that there will be no negative consequences for missing payments. If 

you leave it and a lawyer gets involved it means you will end up spending more money that could 

have better been used to pay off debt. This is not something the Debt Counsellor is responsible 

for and if legal action is needed it will have to be referred to a lawyer. 

Who must pay the actual Debts? 

You may be surprised to learn that some people get confused about this point. Debt Counsellors 

are what Is called Non Officio applicants on a debt review court order which allows them to 

facilitate the completion of the debt restructuring process but this does not mean that the Debt 

Counsellor is in any way responsible for the consumer’s debt repayments. It is the consumer 

who drives the car, lives in the house, spent the money from their credit card/personal loan. and 

they are responsible to pay it back. Don’t expect someone else to pay your debts for you and 

never miss a payment. 

What to do when a call center agent is phoning you: 

· If they claim that they do not know about the debt review matter then ask the call center agent 

to provide you with an email address and then you can send them your debt review court order/ 

court application. Alternatively send the creditors email address to your Debt Counsellor and ask 

them to send it on your behalf to the creditor and cc you in the email. 

• If the call center agent does not have an email address or fax number in order for you to provide 

them with documentation, ask them to send you the required legal notices. Those legal 

notices must also include the proof of service (which is a Post Office track and trace number 

and dates sent and/or the Sherriff’s notice of delivery). Ensure that the Debt Counsellor gets 

a copy from you to attend to. 

• If the call center agent claims they are not receiving payments, ask them to provide you - in 

terms of section 110 of the Act - with a full statement of your account in order for you and/ 

or your Debt Counsellor to investigate why they are not receiving payments. You can also 

send them the monthly distribution lists of debt repayments or your own proof of payment. 

• If they ask you for contact details, inform them that if they claim to be the creditor you are 

RICA’d and FICA’d and they should have your details on record. Beware of scams! 

• If you ask the call center agent to phone the Debt Counsellor and he/she refuses, the call 

center agent might be 100% correct. In terms of the PoPI Act the collection agent may not 

speak to a 3rd party about you. Your personal information is protected by this Act. The 

creditor themselves however has a copy of the debt review documentation giving them

permission to speak to the Debt Counsellor about your situation. This is just another way to 

know who is phoning you. 

• Do not give any call center agent any personal information, ask them to provide it to you for 

you to confirm. Once again: Beware of scams! 

• If you do not want to give a call centre agent permission to record your voice then inform 

them. They may be confused but will have to (a) turn off the software recoding the call or (b) 

end the call. 

What won’t help at all 

Asking a call center agent to phone your Debt Counsellor when you have not made any payments 

won’t help. It might get them off the phone but the reality is that the Debt Counsellor cannot 

help you or them. After all the Debt Counsellor went to a lot of trouble to make a plan they knew 

you could realistically stick to and told the court that you would be able to do so. Something else 

to remember is that if you do not pay your creditors it is usually the case that the Debt Counsellor 

was not paid either. You have stopped paying for their service. A Debt Counsellor is like any 

other service provider, if they don’t get paid, then they don’t have to provide a service. 

What to do when a creditor is Harassing you 

Sometimes collections calls can go too far. If you are being harassed by creditors or by collections 

agents then you do not have to just accept it. You can take action to make it stop. Here are some 

of your many options: 

Complain to the NCR on form 29: 

http://www.ncr.org.za/sd-complaints 

Complain to the Council for Debt Collectors: 

http://cfdc.org.za/procedure-for-complaints/ 

Complain to the Law Society if the collection agent works for a lawyer: 

http://www.lssa.org.za/public/complaining-about-an-attorney 

Complain to the Consumer Commission: 

http://www.thencc.gov.za/ 

All complaint processes take some time but if you don’t complain you will never get anyone 

to change their behavior. If lots of people complain then these firms and naughty collections 

agents will have to change their processes.

Protect your 

credit profile 

Take immediate action if you’re struggling to repay your loans. 

How you know you might be trouble 

How do you know if you’re heading for credit trouble? Here are some warning signs. 

• You depend on inconsistent, unpredictable income such as overtime or an extra part-time 

job to pay your bills, or you are always looking for extra cash by selling goods to pay your 

debts 

• Your expenses exceed your income and you run out of money be fore the end of the month 

• You borrow money from family members and friends to get through the month or pay your 

bills 

• You are repeatedly at or near the maximum credit limits on your credit or store cards, and 

other credit 

• You often struggle to make the minimum payments on any of your credit agreements 

• You regularly miss payments and keep falling further behind every month 

• You can’t save or need to take money from your savings to pay bills 

• You take more credit to pay off other credit and to make ends meet 

What can you do? 

Be proactive. These steps can help you when you find yourself in financial trouble and can’t 

make your loan repayments.

• Contact your credit providers to negotiate and reschedule or consolidate your credit 

• Stop increasing your debt. Close unnecessary accounts and limit yourself to only 1 or 2 

important ones 

• List all your credit. Prioritise paying off debt that is close to being paid off first, or credit with 

the highest interest rate, or accounts where legal action is being taken against you 

• Use our cellphone app to view your transaction history and start tracking your expenses. 

Keep a record of all money that goes in and out of your accounts. Identify areas where you 

overspend and reduce those expenses. Cut any spending on luxury items 

• Once you’ve paid off one account, use the money you save to help pay off another debt 

• Add income by selling anything you don’t need. If you can, use your hobby to make extra 

cash 

• Get a credit health check up. Once a year you can get a free credit report from one of the 

credit bureaus 

• Look at your insurance products to see where can switch to a cheaper option. Use the money 

you save to help pay off your debts

Complaining 

to the NCR 

(as per the NCA) 

“I personally believe we developed language because of our 

deep inner need to complain.” Jane Wagner 

When it is time to Complain 

If you are having serious issues with a credit provider, credit bureau, PDA or Debt Counsellor 

then you probably have thought about complaining. Complaining is perhaps easier these days 

than ever before. Social media is a big outlet for complaints as are sites like Hello Peter but in 

most cases all these companies have internal complaints processes that you can first make use 

of. This allows for a friendly and cooperative process that works for both parties.

Maybe you have not received your monthly statement from your PDA or creditor. Perhaps you 

have been verbally abused or are being harassed by a collections agent. Perhaps you have not 

been able to make contact with the company despite many visits and emails, calls and sms’. 

What though if you have not got a response to your complaints or maybe the response you 

received is entirely unsatisfactory. This may mean that it is time to take the matter to the next 

level. The question is: who can you complain to? 

The NCR 

In SA, all complaints against registrants under the National Credit Act (Debt Counsellors, Creditors, 

Credit Bureaus and PDAs) fall under the jurisdiction of the National Credit Regulator (NCR). The 

NCR is a body established with jurisdiction in the Republic of South Africa and subject only to the 

Constitution and the law. The NCR is required, by law, to investigate all alleged contraventions 

of the National Credit Act (NCA) by any of the registrants including reckless credit. The NCA says 

that the NCR have to be impartial, transparent without fear or favour and may not be prejudiced. 

If you complain to them then the NCR is required to investigate. The NCR can’t just decide not to 

investigate. The NCR don’t rule on the matter, as if they are a court or anything but they do have 

a look into the matter and can refer the matter on to an ombud (with jurisdiction), consumer 

court or an alternative dispute resolution agent or appoint an investigator as quickly as possible. 

These parties can help pursue the investigation and will hopefully assist you in understanding 

the situation. After completing an investigation and finding a problem the NCR is then required, 

by law, to refer the matter to either a consumer court, the National Consumer Tribunal (NCT) or 

the National Prosecuting Authority (NPA). 

Recently the NCR received complaints about several different credit providers charging illegal 

insurance on consumers accounts. After an investigation, the matters were referred to the NCT 

for a ruling. The NCR suggested to the NCT that the credit providers be given big fines to punish 

them and refund the consumers. In some extreme cases the NCR has even asked that the NCT 

cancel the registration of a credit provider or Debt Counsellor. 

What Not To Expect 

Don’t expect the NCR to solve your problem for you. The NCR is not legally in a position to make 

a ruling on a matter or actually just close a complaint but are bound in terms of the Act to refer 

the matter to the relevant authority. What many people don’t know is that if the NCR does not 

find that a contravention of the Act is relevant (or don’t want to investigate) they must issue the 

complainant with what is called a Non-Referral letter. The consumer can then use that letter to 

refer the matter to the National Consumer Tribunal by themselves if they are unhappy with this 

outcome and are convinced there is a problem.

How To Complain 

If you have tried and failed to get help from the other party then after communicating with them 

several times it may now be time to complain to the NCR. Their website is www.ncr.org.za. They 

have a special page for complaints on their site namely http://www.ncr.org.za/sd-complaints. 

In terms of section 136 you can use fill in a complaint Form 29 with all the details of the problem 

in order for them to investigate. 

The Form 29 that you download is a bit silly as it hardly has any space for the actual complaint. 

Don’t worry about that you can just add a page or pages at the back of the form with as many 

details as possible so that they can fully understand the issue. This may mean that you have a lot 

of pages. It is better to add more info than leave anything out. 

Once completed you can send it to: complaints@ncr.org.za. If possible try send the smallest file 

size as their server does have limitations and complaints of several Gb will just bounce back. 

It Takes Time 

With the internal turn around goal time set at 90 days (3 months) it is important to be realistic 

about these matters. Complaints can take many months and in some cases even years to fully 

resolve with the NCT etc once referred there. Understanding how the NCR handle a complaint 

matter will help you anticipate their response and a realistic turn around time. It is a rule of 

thumb that complaints take a while and you may need to be proactive and follow up after a 

short while just to check that it is receiving attention. You will then have to wait and see where 

they refer the matter to. Remember to ask for a Non-Referral letter if they say the matter is not 

going to be investigated further. 

Article References: The relevant sections of the National Credit Act are Section 12 – 19 and 

Section 136, 139 and 140 to be read with Regulation 50 and 52.

All professionals have professional indemnity if the unforeseen 

happens. Do you as a professional Debt Counselor have 

professional indemnity as stipulated by the ethical code? 

contact us today for more information 

086 111 2882 

Telephone 0861 112 882 Facsimile 086 605 9751 Mobile 082 449 6856 EMAIL andre@in2insurance.co.za 

www.in2insurance.co.za 

ACCOUNTING | TAX | AUDIT | CONSULTING 

telephone 079 888 7200 

email info@bkfaccountants.co.za 

www.bkfaccountants.co.za

head of Nedbank 

Debt Review Center 

Debtfree DIGI spoke to the new head of the Nedbank Debt Review Centre Denise Hartley. We 

asked her about when she got into the industry, how she feels about the future of debt review 

and her new role at Nedbank. 

What did you do before working for Nedbank? 

Before joining Nedbank, I was an admitted attorney practicing in the field of commercial litigation. 

When did you first begin working for Nedbank (in what capacity)? 

My blood became green in mid-2007 upon being appointed as Manager Admin Orders. 

How have you found working on the legal side of debt review matters? 

There’s an old Chinese curse that says, “may you live in interesting times.” Working on the legal side 

of debt review has definitely been interesting. The fact that there are still some interpretational 

issues surrounding the National Credit Act is exacerbated by the fact that each Magistrate has 

his or her own interpretation and requirements. If you get to court and you have a different 

Magistrate, just about all your papers need to be re-done. However, what has been wonderful to 

experience is the sense of camaraderie within the debt review industry between debt counsellors 

and credit providers. As the industry has matured more and more debt counsellors and credit 

providers are engaging to find workable solutions for clients who are experiencing financial 

difficulties. The number of opposed matters has dropped significantly and even where there are 

matters where no consensus can be reached, my experience has been that this is dealt with in a 

more mature way rather than being viewed as a personal affront. 

You have been involved with Debt Review for a while, how are you finding the transition to

your new role? 

The Debt Counselling industry, probably because it is still quite young, is such a dynamic and 

challenging environment. I don’t think it matters if you stay in the same role or change roles, 

you learn something new each day, you are exposed to something you have never come across 

before each day and you are definitely stretched and challenged. I think that all of us who have 

stuck it out in this industry for a while are definitely the kind of people who operate at their 

best under a certain amount of pressure. I am definitely enjoying the continued learning and 

development that my new role affords me. 

Should we expect any changes from Nedbank DRC in the near future? 

The Nedbank Debt Counselling department has continually tried to improve our processes, learn 

from other role players and innovate where possible. My goal is that the industry should continue 

to see these types of changes happening as we strive to make responsible debt counselling 

happen for our clients who are experiencing financial difficulty. We will continue to focus on and 

strengthen our engagements with the various industry stakeholders to ensure that the current 

trend of finding common ground and working together towards the shared goal of our mutual 

clients’ financial well-being continues. 

Where do you see the debt review industry going in the future? 

In my personal opinion, the clients who are currently in debt review are just the tip of the iceberg. 

It is my view that there are many more over-indebted consumers out there and that, in the 

current economic climate, it is going to get worse before it gets better. I have faith that as an 

industry we can continue to work together and find even more common ground in order to 

effectively reach and assist as many struggling South Africans as we can. 

What is the biggest challenge facing your department at present? 

(What can DCs/consumers do to help?) 

The biggest challenge remains communication. I would encourage all Debt Counsellors, who have 

not yet done so, to set up a meeting with ourselves to discuss their portfolios and any difficulties or 

problem matters. We will make whatever arrangements we can in order to facilitate constructive 

interactions. The most important thing is to keep the channels of communication open. Very 

often a Debt Counsellor will identify a trend with regards to difficulties being experienced with 

a particular credit provider. It is always more effective to address the overarching issue than to 

query each individual matter. Our experience has been that when we explain what we mean by 

a certain request or response or when the debt counsellor advises how their process works, very 

often we are able to resolve the root cause of a problem which frees up a lot of back and forth on 

individual matters. A common understanding of where the other party is coming from is easier 

to achieve in a conversation than by e-mails passing back and forth. Sometimes we will need 

to agree to disagree but having the conversation is always a worthwhile endeavour if there is a 

chance that we can better serve the needs of our clients.

PDAs - Can We Do 

Without Them?

When the National Credit Act was first introduced the 

National Credit Regulator soon saw that there was a danger 

of consumers losing their money to unscrupulous Debt 

Counsellors (who might run away with money) or of consumers 

losing assets due to paying into incorrect credit provider 

accounts (or with incorrect ref numbers). At that time they 

promoted the use of a select number of Payment Distribution 

Agencies (PDAs). They instituted service level agreements with 

the companies that applied and began to monitor and audit 

these firms regularly. 

The result was that Debt Counsellors (DCs) conditions of registration (for most DCs) were 

amended to include a clause that the Debt Counsellor had to make use of a PDA. Naturally there 

was some push back from the industry. Out of nowhere an additional group of role players came 

onto the field and they brought with them some costs to both Debt Counsellors and consumers. 

More than that these entities were not part of the National Credit Act. 

While initially there had been talk of credit providers covering the fees for these transactions the 

costs quickly fell onto consumers instead. Though not prohibitively high they were something 

that many at that time had not worked into their debt repayment plans. 

The NCA was silent on a number of points about the industry and the industry at the time was in 

a fast growth and development phase. The NCR were vocal over time in driving Debt Counsellors 

to use PDAs. Rather than try regulate payments from hundreds of thousands of consumers and 

hundreds of Debt Counsellors it made sense that the NCR would prefer to be able to monitor a 

select group of firms. It is far more manageable. 

The NCR were in a tough spot, of course, when it came time to enforce the use of PDAs since they 

were not included in the National Credit Act and unfortunately not 100% free from problems 

(realistically that would be simply miraculous if it had been). Money did go missing and some 

problems came and went at some firms in regard to consistency and timing of payments. All 

these things impact on the amount of interest (often reduced for the debt review process) that 

credit providers charge. More than that since the NCR were only able to make Debt Counsellors

agree to use PDAs (through the conditions of registration) they were unable to force consumers 

to do so. As long as the Debt Counsellor only took funds from consumers via a PDA the NCR 

could not pursue them in any way. 

Two PDAs came and went along the way and this caused some significant complications for 

many credit providers and consumers. Some of these matters from time to time still rear their 

ugly head to this very day. In the end three large recognised PDAs were left standing and they 

invested heavily in the success of the industry. Funding events, sponsoring charity and getting 

involved on every level possible in the process. These firms were there for the long run and 

showed it by industry participation. 

The convenience of making use of a PDA quickly won over the majority of Debt Counsellors and 

consumers however. The ability to make one payment to the PDA and have them worry about 

splitting it up into all the small and shifting payment amounts that were required to various 

creditors every month was simply too good to ignore. The costs were not extravagant and after 

some time were even adjusted to be more advantageous to consumers who would be under 

review for a long time. 

The PDAs also produced software which Debt Counsellor could use to work out potential debt 

restructuring proposals (to credit providers and court). These were very helpful. They also 

provided consumers with a rough tracking system by providing statements to consumers (since 

most credit providers simply break the law and stop providing to consumers when they enter 

debt review). This gave consumers a way to track their progress. The PDAs were also on hand 

to help track down payments when disputes arose between confused credit providers and 

concerned consumers about their accounts and the balances. Since these matters often had the 

potential to turn into nasty and expensive court cases they really earned their keep especially for 

consumers who are not very good record keepers. 

A small group of Debt Counsellors resisted the use of the PDAs who they feel had been thrust on 

them and the consumer and had introduced extra costs which consumers could go without. The 

NCR for the most part seemingly turned a blind eye. 

In 2013 and 2014 changes to the National Credit Act began to be researched and drafted. These 

would eventually form the National Credit Amendment Bill (and later Act). The Act was published 

in the Government Gazette and came into effect in 2015. Part of the amendments had to do with 

Payment Distribution Agencies. 

For those who once worried that PDAs were not part of the National Credit Act these concerns 

were firmly put to rest with a PDA registration and requirements section added to the Act. Also 

as with credit providers and Debt Counsellors no firm was then allowed to hold itself out to be a

PDA without registering with the NCR and paying the hefty fee to do so. 

To ensure constitutional rights, consumers were assured of the right to chose whether or not to 

use these firms - just as a consumer can chose to use any service provider under the Consumer 

Protection Act. If consumers wish to carry the risk and do all the work they can manage their 

shifting payments as per the monthly plan laid out by the Debt Counsellor themselves and retain 

all the proofs etc required. 

Of some concern to these firms however were further requirements set out by the DTI in regard 

to how quickly they have to pass the money they receive on to credit providers and how much 

they can charge in regard to their services. The first concern was that they see many payments 

queried and disputed by debt review consumers (who should know what the payment is for). 

If forced to pass these payments on very speedily then the PDAs themselves could sit out of 

pocket in fees and costs to the tune of millions of Rands very quickly. They feel that they cannot 

carry these costs and survive. The second concern was that they could be forced to cover the 

cost of millions of small transactions adding up to a huge amount every month. Basically, they 

feel the pricing structure is not balanced and will quickly drive them out of business. 

Though they have been very quiet about the whole matter (in fact very, very quiet since no-one 

would like to upset anyone eg the NCR or DTI) these firms will soon reach the point where these 

requirements cannot be ignored. If they cannot run profitably and even run the risk of facing 

millions of Rands in loss would it make business sense for them to continue on in the industry? 

The question facing the industry are: can the credit providers handle a sudden transition to 

payments being made by hundreds of thousands of consumers into their accounts (as opposed 

to via the 3 PDAs)? Surely they can as they receive such payments outside debt review every 

day but what about the time period when consumers are making payments with incorrect ref 

numbers or into accounts whose numbers have changed (yes some big creditors do that sort of 

thing)? Will hundreds of thousands of consumers be happy to start making payments in varying 

amounts to a bunch of different accounts each month? Will Debt Counsellors who rely on the 

software provided be able to transition away from such software or find replacements? Will 

consumers who are used to getting statements each month be happy to go totally without? Will 

Debt Counsellors be able to handle the flood of payment queries that will follow such a change. 

Will consumers be vigilant enough and cooperative enough to assist when that happens. If no 

PDA’s sign final registration with the NCR how does this effect the NCR Debt Counsellor terms 

and conditions in regard to accepting funds? 

The question is can the industry do without PDAs?

Go Team! 

How to build a well 

oiled debt review 

machine

Good efficient teams who work well together will boost your 

company’s productivity to new heights. This means better results, 

higher productivity and more profitability. On the other hand 

teams that struggle to cooperate, who compete unnecessarily 

and have no cohesion can cost you your business dearly. 

This is why many firms have turned to team building exercises and events. The term ‘team 

building’ is often used as strategy for when organizations are looking for a solution to address 

certain issues, the root of which are likely to stem from poor communication systems or unclear 

leadership. These problems quickly lead to unproductive teams with no clear vision of how to 

even be successful. 

Reasons why your company may need team building: 

One of the challenges facing employers these days is to find employees who have the ability 

to work effectively in a team. This is especially true for Credit Providers operating large call 

centers and large DC firms who have many staff members. These days it is a problem that many 

employees place a bit too much emphasis in self-interest- rather than focusing on collaborating 

with others. 

Due to the internet many firms now work out of different offices [like our Debtfree DIGI 

team]. This can present challenges since often such teams are unable to build concrete face 

to face relationships. With SA being so culturally diverse many firms find that they are hiring 

team members who have dissimilar languages, cultures, values and approaches to solving the 

problems. Another reason why you may need to look at team building is that often team members 

haven’t ever agreed on how they will deliver a product or a service or the steps required to get 

something done. 

Team Building to the Rescue 

Team building is basically a collective term for various types of activities used to enhance social 

relationships among your staff and to help define individual workers roles within teams, and 

often involves collaborative tasks. It is distinct from training, which is normally designed to 

improve the efficiency of the process as an individual not as part of a team. 

Team building can really help with Improving communication, boosting morale, motivation,

it can be an ice breaker to help your team to get to know each other better, learn effective 

strategies, improve productivity, learn about one’s strengths and weaknesses etc. Formal 

definitions of team building normally includes the following aspects: 

• Goal setting: planning together focused on common goals 

• Interpersonal-relationship management: Building effective working relationships 

• Role clarification: Reducing team members’ role ambiguity so everyone knows where they 

fit in. 

• Problem solving: Finding solutions to team problems 

The Effect on Performance 

Team building has been scientifically proven to positively affect team effectiveness for all size 

firms and push up productivity. While studies indicate that teams with 10 or more members 

appear to benefit the most from team building interventions it still benefits smaller teams ( but 

simply not as drastically since they already tend to work closer together and know each other). 

Try your Own Team Building Activities 

The Big Picture Game 

Time Required: 30 minutes 

This problem solving activity requires that the leader choose a well known picture or cartoon that 

is full of detail. The picture needs to be cut into as many equal squares as there are participants in 

the activity. Each participant should individually be given a piece of the “puzzle” and instructed 

to create an exact copy of their piece of the puzzle only five times bigger than its original size. 

They are posed with the problem of not knowing why or how their own work affects the larger 

picture. The leader can pass out pencils, markers, paper, and rulers in order to make the process 

simpler and run more smoothly. When all the participants have completed their enlargements, 

ask them to assemble their pieces into a giant copy of the original picture on a table. This simple 

problem solving activity will teach participants how to work in a team and it demonstrates 

‘departmental’ working, which is the understanding that each person working on their own part 

contributes to an overall group result. 

Fake Lazy 

Time Required: 1 hour 

The group leader should present participants with this fake problem: The hour was going to be 

spent doing a problem solving activity, but as the group leader - you don’t know any and you

don’t want to do one that the participants have already heard or tried previously. The goal- or 

problem - then, is to have each group of participants come up with a new problem solving 

activity that they’ve invented themselves. Groups should be no larger than four or five people 

and at the end of the hour, each group must come up and present their new problem solving 

activity. Aside from being a problem solving activity in and of itself, this activity also promotes 

creativity, communication, trust, and time management, among other things and is good if you 

really are lazy. 

A Day Out 

Time Required: Full day 

More of an investment in time (with perhaps a better return) may be a day out of the office at 

a venue while busy with a fun group activity. This can be especially helpful when introducing 

new team members and rewarding your team when they perform well. Adrenaline also helps so 

things like Abseiling or Zip Lining are safe but exciting. Lonely Planet called Cape Canopy Tours 

Zip Lining (here in SA, in the Cape) their number 2 experience on the entire planet. Imagine: you 

could send your team members flying over the deep, deep canyons of the Hottentots Holland. 

Pretty soon everyone on the team will get to know a lot more about each other. That and the 

screams as people go across the 320m long zip lines over the deep valleys are just plain funny 

(even if you are the one doing it). Some adrenaline and time away from the office will quickly bond 

your team closer than ever and allow people to know one another in a different environment. 

Adding a bit of excitement to whatever outing you arrange will drastically improve the results. 

A day at the 1652 tea cozy museum will probably not be a good investment in time and energy. 

So, choose wisely. 

If you are finding that recently your team is less effective then they can be, than they should be 

then maybe you need to arrange for some team building. From Zip Lining to picture drawing 

and trust falls the options are varied. Find one that works for you and see how it boosts team 

moral and effectiveness. 

(For more info on the Cape Canopy Tour in Elgin you can email: info@capecanopytour.co.za 

or call +27 (0)21 3000 501)

generally do not understand it and credit providers are very 

cautious around it. The honest truth of the matter is that it 

really doesn’t have to be this way. 


Debt Review Terminations 

The debt review termination should be viewed as a 

mechanism to weed out bad faith consumers from bad luck 

consumers. If effectively and compliantly executed, it is a 

powerful procedure which ensures that only truly committed 

Background 

consumers remain part of the process. It may also allow 

credit providers to be more accommodating to bad luck 

The debt review termination has proven to 

be the hot potato in debt counselling. Debt 

counsellors dread it, consumers generally do 

The Law 

not understand it and credit providers are very 

The National Credit Act, 34 of 2005, as amended (“Act”), 

cautious provides in around Section 86(10) it. The for honest an account truth to be of terminated the 

matter from debt is review that it if a really consumer doesn’t is in default have under to be a credit this 

agreement. 

way. 

consumers and also allows debt counsellors to circumvent the 

rather complicated and at times expense withdrawal process. 

In instances where a debt review court order has been 

granted, Section 88(3) of the Act finds application. This 

provision requires the consumer to have defaulted under the 

credit agreement and one of the following events must have 

The debt review termination should be 

viewed as a mechanism to weed out bad 

occurred: 

faith (i) consumers from bad luck consumers. If 

effectively (c); or and compliantly executed, it is a 

(ii) 

powerful procedure which ensures that only 

truly committed consumers remain part of 

the process. It may also allow credit providers 

to be more accommodating to bad luck 

the credit agreement. In terms of Section 88(3), there is no 

consumers and also allows debt counsellors 

to provider circumvent may proceed. the rather complicated and at 

times expense withdrawal process. 

An event contemplated in subsection (1)(a) through 

the consumer defaults on any obligation in terms of 

a re-arrangement agreed between the consumer and 

credit providers, or ordered by a court or the Tribunal. 

Before a credit provider may enforce/exercise any right under 

obligation for a termination notice to be sent before a credit 

The Task Team Agreements (“TTA”) in Annexure A under 2.4 

regulates debt review terminations further. 

The Absa Law 

Application 

The National Credit Act, 34 of 2005, as 

to ensure that only accounts eligible for termination are 

amended (“Act”), provides in Section 86(10) 

for ensure an accuracy: account to be terminated from debt 

review if a consumer is in default under a 

1. Pre-termination listing 

credit To prevent agreement. 

unnecessary terminations and to act in good 

In faith, instances we shall provide where your a debt offices review with a pre-termination 

court order 

population. We shall provide you with a list of accounts 

has been granted, Section 88(3) of the Act 

finds application. This provision requires the 

consumer not be terminated. to have defaulted under the credit 

agreement and one of the following events 

At Absa we have recently implemented additional measure 

terminated. The following additional measures are in place to 

identified for termination and afford you 5 business days to 

provide feedback as to why accounts on the population should 

been/is delayed, resulting in some mails reaching destination 

only after the expiry date. Serving such termination notices 

to debt counsellors by email is now permitted provided there 

is consent to such service from the debt counsellor. In an 

attempt to enhance communication with your office and 

reduce reinstatement volumes, we request you to please 

consent to the service of the termination notices on your 

office by email. Such consents may be sent to our terminations 

must department have occurred: 

via e mail to drterminations@absa.co.za. 

(i) An event contemplated in subsection (1) 

(a) 3. through Section 88(3) (c); notices or 

(ii) the consumer defaults on any obligation 

shall be terminated 

in terms of a re-arrangement agreed 

between the consumer and credit providers, 

or as ordered per Section by 88(3). a court or the Tribunal. 

A letter is posted to all consumers who have an account which 

in terms of Section 88(3). Despite 

the fact that this is not required, we shall send a notice to all 

consumers notifying them that we intend exercising our rights 

4. PDA verification 

Before Prior to a terminating credit provider an account may we enforce/exercise 

shall verify against all 

any PDA right monthly under payment the credit schedules agreement. that no/short In payment terms 

of Section 88(3), there is no obligation for a 

termination consumer is notice prejudiced. to be sent before a credit 

provider may proceed. 

5. 10 day grace period. 

The Task Team Agreements (“tta”) in 

Annexure A under 2.4 regulates debt review 

terminations further. 

has indeed been made on the account. This ensures that any 

unallocated payments have been accounted for and that the 

Once a termination notice has been sent in terms of Section 

86(4), we shall provide the consumer 10 days to rectify the 

default. Should the default be rectified completely, we shall not 

proceed with terminating the account. 

Absa 6. Application 

Quality assurance and training 

At Absa we have recently implemented 

additional measure to ensure that only 

accounts ensure cross eligible pollination for termination of knowledge and are 

skills. 

terminated. The following additional 

In conclusion 

measures are in place to ensure accuracy: 

We have implemented quality checks at every stage of the 

above process to minimize error. Where gaps are identifies, 

our managers conduct immediate training and coaching to 

Clearly the additional steps we have implemented are time and 

labour intensive. We are convinced however that the resultant 

1. Pre-termination reduction listing 

errors will reduce queries and 

To prevent unnecessary terminations and to 

act possible in good service faith, from we our shall team. provide your offices 

with a pre-termination population. We shall 

provide you with a list of accounts identified 

for our termination partners the and debt afford review you process. 5 business days 

to provide feedback as to why accounts on 

the population should not be terminated. 

complaints and help us to focus our attention on consumers 

who will rehabilitate and leave debt review having had the best 

We request your support in our implementation of the process 

and ensure you that we will strive to work together with you – 

Absa Bank Ltd Reg No 1986/004794/06 Authorised Financial Services Provider Registered Credit Provider Reg No NCRCP7

generally do not understand it and credit providers are very 

cautious around it. The honest truth of the matter is that it 


The debt review termination should be viewed as a 

mechanism to weed out bad faith consumers from bad luck 

consumers. If effectively and compliantly executed, it is a 

powerful procedure which ensures that only truly committed 

consumers remain part of the process. It may also allow 

2. Service via email 

Due to the instability of our Post Office 

services, delivery has been/is delayed, 

resulting in some mails reaching destination 

only after the expiry date. Serving such 

termination notices to debt counsellors 

by email is now permitted provided there 

is consent to such service from the debt 

counsellor. In an attempt to enhance 

communication with your office and 

reduce reinstatement volumes, we request 

you An to event please contemplated consent in to subsection the service (1)(a) of through 

the (c); termination or notices on your office by 

the consumer defaults on any obligation in terms of 

email. Such consents may be sent to our 

a re-arrangement agreed between the consumer and 

terminations credit providers, department or ordered by via a court e mail or the to Tribunal. 

drterminations@absa.co.za. 

credit providers to be more accommodating to bad luck 

consumers and also allows debt counsellors to circumvent the 

rather complicated and at times expense withdrawal process. 

The Law 

The National Credit Act, 34 of 2005, as amended (“Act”), 

provides in Section 86(10) for an account to be terminated 

from debt review if a consumer is in default under a credit 

agreement. 

In instances where a debt review court order has been 

granted, Section 88(3) of the Act finds application. This 

provision requires the consumer to have defaulted under the 

credit agreement and one of the following events must have 

occurred: 

(i) 

(ii) 

Before a credit provider may enforce/exercise any right under 

the credit agreement. In terms of Section 88(3), there is no 

obligation for a termination notice to be sent before a credit 

provider may proceed. 

The Task Team Agreements (“TTA”) in Annexure A under 2.4 

regulates debt review terminations further. 

3. Section 88(3) notices 

A letter is posted to all consumers who have 

an account which shall be terminated in 

terms of Section 88(3). Despite the fact that 

this is not required, we shall send a notice to 

all consumers notifying them that we intend 

exercising our rights as per Section 88(3). 

Absa Application 

At Absa we have recently implemented additional measure 

to ensure that only accounts eligible for termination are 

terminated. The following additional measures are in place to 

ensure accuracy: 


Prior to terminating an account we shall verify 

against all PDA monthly payment schedules 

that no/short payment has indeed been 

made on the account. This ensures that any 

unallocated payments have been accounted 

for and that the consumer is not prejudiced. 

1. Pre-termination listing 

To prevent unnecessary terminations and to act in good 

faith, we shall provide your offices with a pre-termination 

population. We shall provide you with a list of accounts 

identified for termination and afford you 5 business days to 

provide feedback as to why accounts on the population should 

not be terminated. 

been/is delayed, resulting in some mails reaching destination 

only after the expiry date. Serving such termination notices 

to debt counsellors by email is now permitted provided there 

is consent to such service from the debt counsellor. In an 

attempt to enhance communication with your office and 

reduce reinstatement volumes, we request you to please 

consent to the service of the termination notices on your 

office by email. Such consents may be sent to our terminations 

department via e mail to drterminations@absa.co.za. 


Once a termination notice has been sent 

in terms of Section 86(4), we shall provide 

3. Section 88(3) notices 

A letter is posted to all consumers who have an account which 

shall be terminated in terms of Section 88(3). Despite 

the fact that this is not required, we shall send a notice to all 

consumers notifying them that we intend exercising our rights 

as per Section 88(3). 

the consumer 10 days to rectify the default. 

Should the default be rectified completely, 

we shall not proceed with terminating the 

account. 


Prior to terminating an account we shall verify against all 

PDA monthly payment schedules that no/short payment 

has indeed been made on the account. This ensures that any 

unallocated payments have been accounted for and that the 

consumer is not prejudiced. 

6. Quality assurance and training 

We have implemented quality checks at every 

stage of the above process to minimize error. 

Where gaps are identifies, our managers 

conduct immediate training and coaching to 

ensure cross pollination of knowledge and 

skills. 


Once a termination notice has been sent in terms of Section 

86(4), we shall provide the consumer 10 days to rectify the 

default. Should the default be rectified completely, we shall not 

proceed with terminating the account. 

In conclusion 

Clearly the additional steps we have 

implemented are time and labour intensive. 

We are convinced however that the resultant 

reduction in termination errors will reduce 

queries and complaints and help us to 

focus our attention on consumers who will 

rehabilitate and leave debt review having had 

the best possible service from our team. 

6. Quality assurance and training 

We have implemented quality checks at every stage of the 

above process to minimize error. Where gaps are identifies, 

our managers conduct immediate training and coaching to 

ensure cross pollination of knowledge and skills. 

In conclusion 

Clearly the additional steps we have implemented are time and 

labour intensive. We are convinced however that the resultant 

reduction in termination errors will reduce queries and 

complaints and help us to focus our attention on consumers 

who will rehabilitate and leave debt review having had the best 

possible service from our team. 

We request your support in our 

implementation of the process and ensure 

you that we will strive to work together with 

you – our partners in the debt review process. 

We request your support in our implementation of the process 

and ensure you that we will strive to work together with you – 

our partners in the debt review process. 

Absa Bank Ltd Reg No 1986/004794/06 Authorised Financial Services Provider Registered Credit Provider Reg No NCRCP7

IN A NUTSHELL 

Make 2016 your 

WINNING year! 

For the first time, Debt Counsellors (DCs) that participate in the DCM Business Partnership 

Programme will automatically participate in the DCM Annual DC Awards. These Awards will 

recognise the winning DCs in the small, medium and large DC category. The winning DCs need 

to achieve top scores across three key goals: Increase Application Rate; Increase Conversion Rate; 

Reduce Churn Rate. The top prize in each DC category is a trip to a surprise exotic location per DC 

principal and partner, awarded at the end of 2016.? 

Winning is part of human nature 

and embedded in our survival DNA. 

People admire winners because they inspire us to keep striving for something better, bigger 

than ourselves. Some people think that to WIN they just need to work harder as individuals. 

This approach doesn’t always succeed in environments where organisations and people depend 

on each other. Yves Morieux, managing director and an expert in corporate transformation in

Boston Consulting Group’s Paris office, illustrates this well in a Ted Talk video on the power of 

teamwork. The best athletes, despite all their hard work, don’t always achieve success, unless 

they have mastered the art of cooperation. The US team in this example has by far the best 

athletes when measured on individual time scores. However, it’s the Canadian team that win the 

relay, because they understand the value of teamwork, cooperating to achieve more than the 

sum of their individual parts. http://www.ted.com/talks/yves_morieux_how_too_many_rules_ 

at_work_keep_you_from_getting_things_done#t-71520 

Increasing and complex regulation, worsening economic conditions, and numerous role players 

make the debt review industry a hugely challenging environment. Without cooperation, the 

industry would not survive. The National Payment Distribution Agency (NPDA) plays a vital role 

in facilitating cooperation, thus contributing to the sustainability of the industry. 

The NPDA has the unique role of being an independent agent in the debt review industry, adding 

value by developing software and systems that ease the flow of information and payments 

between debt counsellors, attorneys, credit providers and consumers. 

The purpose of the DCM group, of which the NPDA is a member, is in building sustainable 

financial wellbeing that enhances the lives of all. 

DCM Business Partnership programme 

It is to support this purpose that the DCM Business Partnership Programme was developed, to 

help debt counsellors improve the success of their businesses, and improve the adherence of 

debt counselling consumers to the process of debt rehabilitation. 

The DCM Business Partnership Programme consists of various elements that assist debt 

counsellors from the very first encounter with their consumers up until the first payments are 

received and beyond. In-depth knowledge of how over-indebted consumers think and behave 

is woven in the design of the programme to help consumers stick with the process and pay 

regularly. 

The DCM Business Partnership Programme has three goals: 

1. Increase Application Rate -Increase the number of new applications 

2. Increase Conversion Rate - Increase the number of first payments 

3. Reduce Churn Rate - Reduce the number of non-paying consumers 

By participating in the DCM Business Partnership Programme 

debt counsellors have access to proven programme initiatives:

1. Improved collection methods - The most successful payment methods are payroll deductions 

with a 98% success rate, followed by stop orders with a 92% success rate. The NPDA has 

agreements with various employers and access to over 400 000 employees. Debt Counsellors 

have the option to collect their installments via a secured payroll deduction for these employers. 

2. Consumer Education – Considerable investment has been made in the development of 

educational material, specially designed in a simple, easy to understand language and format 

that reassures consumers during the debt counselling process. 

3. Status in the process – From the start of the debt review process, consumers receive automated 

communication at various points during the debt review process to ensure process adherence. 

4. Payment reminders – Several monthly payment reminders 

WINNING is a guarantee. 

The programme has a proven track record of success, increasing the number of first payments 

amongst new debt counselling applicants by 20%. With no changes to your operational costs, it 

means that this increase in first payments not only increases your revenue but also goes straight 

to the bottom line of your business. Participating debt counsellors have seen their revenues 

increase by approximately 32%. But, increasing the number of new paying consumers and your 

revenue isn’t the only benefit of the programme. The programme helps to reassure and build 

trust amongst consumers. Consumers who’ve had a positive experience are more likely to refer 

friends and family, and they do. 

Now not only does your business get to WIN but so do you. Your name could be on the list of top 

DC winners at this year’s DCM Annual DC Awards. Make 2016 your winning year! 

IN A NUTSHELL is brought you by The Business Partnership Programme, designed to support 

debt counsellors and consumers during the debt review process, in collaboration with the 

National Payment Distribution Agency (NPDA). For help, contact the NPDA on 0861 628 628. 

If you have suggestions for topics that you would like covered in future, please email info@dcmgroup.co.za 

The NPDA was recognised as the industry winner for PAYMENT DISTRIBUTION and Care Premier as the industry 

winner for DEBT COUNSELLING SOFTWARE at the Debt Review Awards 2015.

WE OFFER DEBT REVIEW 

AND FIGHT FOR CONSUMER JUSTICE 



021 007 1688 

debtfree@nationaldebtadvisors.co.za 

www.nationaldebtadvisors.co.za 


WE AND OFFER FIGHT DEBT FOR CONSUMER REVIEW JUSTICE 


021 007 1688 



021 007 1688 



021 007 1688 


www.nationaldebtadvisors.co.za

Debt Counsellors Associations 

Announcement Board 

KZN Branch Meeting - 

19 February, Health Haven Westville 

W Cape Branch Meeting 

23February, Parow Golf Club 

Bloem Branch Meeting 

12 February, Tempe Golf Club 

#DCRenewalFeesMustFall 

Gauteng Branch Meeting - TBA 

Email dcasa@dcasa.co.za for any further 

information 

www.dcasa.co.za 

www.newera.org.za 

We wish everyone in the industry and our 

clients a wondefull 2016 

We will soon be announcing regional 

branch meeting dates on our Facebook 

page. Please be sure to attend. 

We wish all our members the best for 2016. 

www.bdcf.co.za 

www.allprodc.org

Winner of the 2015 Debt Review Award: “Customer Support” 

Why not switch to Easy? 

Contact us for Fast, Accurate and Effective payments: 

Agent: Petro de Beer 

e-maill: petro@dcpartner.co.za 

Cell: 083 6139 826 

www.dcpartner.co.za

DEBT REVIEW AWARDS 2014 

WINNER 

DEBT REVIEW AWARDS 2015 

WINNER 

WINNING 3 OUT OF 5 AWARDS 

• CLIENT & CUSTOMER SERVICES 

• SYSTEM & SOFTWARE INTEGRATION 

FOR 

• INDUSTRY SUPPORT & ENGAGEMENT 

1. NPDA - Payment Distribution 

2. Care Premier Thank you - Debt for your Counselling support. Software 

2 

DEBT REVIEW AWARDS WINNER

GROWING 

YOUR BUSINESS 

DRIVE YOUR BUSINESS 

SUCCESS WITH THE 

DCM PARTNERSHIP PROGRAMME 

Adding value through innovation and partnership. 

To increase your revenue, contact us on 

0861 628 628 or businesspartner@dcmgroup.co.za 

WWW.DCMGROUP.CO.ZA 

INCREASE IN 

PAYING CUSTOMERS 

Better Payment Behaviour 

Immediate Improvement in Collections 

Consumer Protection Provided 

(DCM Protector Card) 

Consumer Support Provided 

(24hr Stress Helpline; Bank Account Facilitation; Creditor Support) 

Consumers Educated & Nudged 

Leaders in creating 

sustainable financial wellbeing

click the c 

Service D 

Debt CounsellORS 

Support 

services 

TRAINING 

FINANCIAL 

FINANCIAL 

PLANNING

irectory 

aTEGORY 

DO YOU WANT TO LIST 

YOUR COMPANY? 

directory@debtfreedigi.co.za 

LEGAL 

CREDIT BUREAUS 

PAYMENT 

DISTRIBUTION 

AGENCIES 

CREDIT PROVIDER CONTACT 

DETAILS & ESCALATION PROCESS

Debt CounsellORS 

Gauteng 

KwaZulu- 

Natal 

Free State

Limpopo North West Eastern CapE 

Mpumalanga Northern Cape Western Cape

National Debt Advisors 

Fighting For Consumer Justice 

Tel: 021 007 1688 


Credit Matters 

South Africa’s Leading 

Debt Counsellors 

14th Floor, The Pinnacle 

Cnr Strand & Burg St 

Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 

info@creditmatters.co.za 

Gauteng 

Armani Debt Counselling 

Take the First Step 

to Financial Freedom 

Tania Dekker 

Tel: 011 849 3654 / 7659 

www.armanigroup.co.za 

Dynamix Debt Counselling TLC 

Alida Christie NCRDC2324 

Office 1, 34 Beefwoodstreet, 

Vanderbijlpark, 1911 

Tel: 079 520 4369 

Tel: 016 100 8020 

tlcdebt@mweb.co.za

Specialist Debt Management Centre 

Beverley Ludick, NCRDC948 

Pretoria 

Tel: 012 377-3557 

Email: obligco@gmail.com 

Email: dc@obligco.co.za 

www.obligco.co.za Tel: 0861 123 644 

Email: info@debtrescue.co.za 

Creators In Financial Wellbeing 

NCRDC677 

You Are Not Alone 

We’ll handle your creditors so you 

don’t have to! 

1 Dingler Street, Rynfield, Benoni 

0861 10 11 00 

info@debtmend.co.za 

www.debtmend.co.za 

NCRDC197 

Tel: 011 660 9970 

Fax: 086 540 5017 

KRUGERSDORP 

e-mail: nicky@nvdmdc.co.za 

www.nvdmdc.co.za 

All Debt Solutions 

Fast tracking your financial freedom 

Tel: 0861 255 3328 / 021-557 9981 

Email: info@allds.co.za 

www.alldebtsolutions.co.za 

https://www.facebook.com/ 

alldebtsolutions



Tel: 021 007 1688 







Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 


KwaZulu- 

Natal 

Tel: 0861 123 644 

Email: info@debtrescue.co.za



Tel: 021 007 1688 







Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 


Free State 

Tel: 0861 123 644 




Tel: 021 007 1688 







Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 


Limpopo 

SMS Salary Management Services 

Annerien de Jager 

Registered Debt Counsellor 

NCRDC0075 

015 307 2772 

info@smslimpopo.co.za 

Tel: 0861 123 644 




Tel: 021 007 1688 


Tel: 0861 123 644 


Mpumalanga 






Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 

info@creditmatters.co.za



Tel: 021 007 1688 







Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 


North West 

Tel: 0861 123 644 




Tel: 021 007 1688 







Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 


Northern Cape 

Tel: 0861 123 644 




Tel: 021 007 1688 







Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 


Eastern CapE 

Debt Counselling Group SA 

Affordable Assistance with offices across 

the EASTERN CAPE. 

Casper Francois le Grange 

NCRDC 1560 / CALL: 086 100 1047 

Offices: 

East London: Shop 7, New Colonnade 

Building, Devereux Av, Vincent 

Port Elizabeth: Room 302, Pier 14, 444 

Goven Mbeki Av, North End 

Queenstown: Office 107, Nedbank 

Building, 89 Cathcart Road 

King Williams Town: Office 4, 49 Eales 

Street 

E-mail: help@dcgsa.co.za 

www.dcgsa.co.za 

www.facebook.com/dcg.southafrica 

Tel: 0861 123 644 


Don’t work with an out 

dated version of the Act 

UPDATED 

2015 

We are happy to announce that the Amended National Credit Act booklet is now available 

via our shop. Shoppers who pre ordered so very long ago will have already begun to 

receive their copies. Why work with an old and out dated version of the Act? 

Get the latest version for only R250.00 

Order NOW 

http://debtfreedigi.co.za/product/pocket-sized-national-credit-act-booklet/

WEBSITE | www.debt-therapy.co.za 

debt therapy 

integrity guaranteed 

debt therapy is registered with NCR | NCRDC49 



Tel: 021 007 1688 


Drastically reduce your monthly 

debt repayments 

Let US help 0861111863 

Regain control of your finances 

www.debt-therapy.co.za 

Western Cape 

Consolidebt 

Heidie Knorr NCRDC209 

Paarl, Worcester, Wellington, Ceres, 

Piketberg, Clanwilliam, Vredendal 

Tel: 021 863 2754 / 082 380 4401 

consolidebt@vodamail.co.za 

Encouraging Freedom, Creating Wealth 

Etienne Pieterse (NCRDC 2210) 

Tel. (021) 826-2699 

etienne@financialfreedomsolutions.co.za 

www.financialfreedomsolutions.co.za

ISISEKO DEBT HELP 

Get Your Life back on track 

TEL: 087 230 0223 

FAX: 086 551 1649 

EMAIL: makanti@isiseko.co.za 

WEB: www.isiseko.co.za 

BELLVILLE DEBT 

COUNSELLING CENTRE 

Annienne Nel NCRDC2452 

23 Salisbury Street • Boston • 

Bellville 

Tel: 021 9489781 

0219495007 

0826412328 

Fax: 086 563 3264 

e-mail: info@debtcentre.co.za 

www.debtcentre.co.za 

NCRDC1142 

No 2 Golden Isle Building 

281 Durban Road, Oakdale, 

Bellville, 7535 

Tel: 086 111 3749 

Email: help@zerodebt.co.za 

www.zerodebt.co.za 

Tel: 0861 123 644 


All Debt Solutions 

Fast tracking your financial freedom 

Tel: 0861 255 3328 / 021-557 9981 

Email: info@allds.co.za 

www.alldebtsolutions.co.za 

https://www.facebook.com/ 

alldebtsolutions 

Debt Budget 

One Monthly Payment For All Your Debt 

Bruce Leslie Borez 

NCRDC1643 

52 Church Street, 

“NBS Building”,Wynberg 

Tel: 021 824 8885 

www.debtbudget.co.za

Western Cape 






Cape Town 

Tel: 086 111 6197 

Fax: 021 425 6292 

info@creditmatters.co.za

don’t be a twit 

http://twitter.com/Debtfree_DIGI

Support services 

Akani Solutions 

Information Data Solutions 

lana Van Herwaarde, 

DC Operation Centre (PTY) 

Tel: 0867227405 Email: 

info@dcoperations.co.za 

www.dcoperations.co.za 

Credit Report App 

Access Your Credit Bureau Report 

Instantly on Your Phone 

DCs help your clients use it during 

application & to protect their ID 

ID Protector 

Detect ID Theft or possible ID Fraud 

Subscribers notified by SMS when number is activated 

DEBT 

086 126 6562 

debt@one.za.com 

www.one.za.com 

info@akanisolutions.co.za 

www.akanisolutions.co.za

COMING SOON 

TRAINING 

COMING SOON 

FINANCIAL PLANNING

LEGAL 

Liddles & Associates 

“It always seems impossible until it 

is done” N. Mandela 

Tel: 021 913 2514 

Fax: 0866070940 

Email: info@liddles.co.za 

PO Box 3407, tygervalley, 7536 

7 Chenin Blanc Street, Oude 

Westhof 

Steyn Coetzee Attorneys / 

Prokureurs 

Adri de Bruyn 

11 Market Street / Markstraat 11, 

Paarl, 7646 

Tel: 021 872 1968 

Fax: 021 872 2678 

adri@steyncoetzee.co.za 

RM Brown and Associates 



Cape Town 

Tel: 021 202 1111, f: 021 425 0875 

Email: roger@rmbrown.co.za

Kim Armfield 

Attorney & Family Law Mediator 

Address: Unit 1B, FinansHuis, 7 

Voortrekker Road, Bellville 

Tel: 021 949 1758 / 021 945 2526 

Office cell: 084 8588 284 

kim@legalwc.co.za 

COMING SOON 

CREDIT BUREAUS

PAYMENT DISTRIBUTION AGENCIES 

DC Partner 

044 873 4530 

Hyphen PDA 

011 303 0060 

NPDA 

0861 628 628

Telephone: 031 251 4150 

Fax: 031 251 4252 

GENERAL CONTACT DETAILS (FIRST POINT OF CALL)* 

17.1‘s, 17 .2’s, 17.3’s, Rejections and 17 .W’s, Change or 

Transfer of Debt Counsellor 

Proposals / Revised Proposals / Consents / 

Related Queries 

Notice of Service / Court Applications 

Updated Balances / Settlements / General Queries 

Section 86(10) Letters and All Related Queries 

nca@consumerfriend.co.za 

proposal@consumerfriend.co.za 

court@consumerfriend.co.za 

queries@consumerfriend.co.za 

terminations@consumerfriend.co.za 

ESCELATION CONTACT DETAILS* 

Complaints / Service Delivery / Management 

17.1‘s, 17 .2’s, 17.3’s, Rejections and 17 .W’s, 

Change or Transfer of Debt Counsellor 

Proposals / Revised Proposals / Consents / 

Related Queries 

Notice of Service / Court Applications 

Updated Balances / Settlements / General Queries 

ryan@consumerfriend.co.za 

justin@consumerfriend.co.za 

zinhle@consumerfriend.co.za (COB’s) 

tracey@consumerfriend.co.za 

roderick@consumerfriend.co.za 

diane@consumerfriend.co.za 

*Please do not CC multiple email addresses.

CAPITEC CONTACT DETAILS 

Form 17’s 

Proposals 

Court documents 

General Queries 

Refund Requests / 

Cancellation of Debit Orders 

Complaints 

Insurance Certificates 

ccsforms17@capitecbank.co.za 

ccsproposals@capitecbank.co.za 

ccsdebtrevieworders@capitecbank.co.za 

ccsdebtreviewqueries@capitecbank.co.za 

ccsrefundrequests@capitecbank.co.za 

ComplaintManagement@capitecbank.co.za 

coming soon 

Sharecall Contact Number 086 066 7783 - Select Option 2 

ESCALATION PROCESS 

coming soon

STANDARD BANK CONTACT DETAILS 

0861 111402 

Debt Review specific queries 

Debt Review specific 

complaints and escalations 

Debit order cancellations 

Debt Review application notification 

(Form 17.1 by Debt Counsellors): 

Debt Counsellors to submit Form 17.2 

and Debt Review proposals 

Debt Review court applications 

Debt Review payment related matters 

Reckless Lending 

DebtReviewServices@standardbank.co.za 

debtreviewcomplaints@standardbank.co.za 

coming soon 

coming soon 

coming soon 

coming soon 

coming soon 

coming soon 


coming soon

ABSA CONTACT DETAILS 

0861 22 22 72 


COMING 

SOON

FNB Debt Review Centre Escalation Process 

FIRST POINT OF CONTACT VIA THE FOLLOWING MEANS: 

Call Centre: 087 730 1166 

Email: FRBDebtReviewCentre@firstrand.co.za 

Fax: 086 011 7532 

FIRST ESCALATION – AFTER 48 HOURS: 

Onboarding - New applications and Certificates of Balance: 

Kagiso Tlhoaele – KTlhoaele@fnb.co.za 

Document Management – Sorting & Uploading, Indexing, campaigns 

Zanobia Phillips – Zanobia.Phillips@fnb.co.za 

Queries: Charlene Antoni – CAntoni@fnb.co.za 

Call Centre: Charlene Antoni – CAntoni@fnb.co.za 

Terminations, Re-instatements and Missing Payments: 

Zanele Masilela –MasilelaZ@fnb.co.za 

Pro-Rata Proposals: Pamella Sithole – Pamella.Sithole@fnb.co.za 

DCRS and Final Proposals: Sabelo Mkabela – SMkabela@fnb.co.za 

Notices of Set Down/Instructions: Abraham Booysen - BooysenA@fnb.co.za 

Court Orders/Reviews: Joyce Machethe - JMachethe@fnb.co.za 

SECOND ESCALATION – AFTER 72 HOURS: 

New applications, Certificate of Balance, Queries and Call Centre: 

Karen van Musschenbroek – KVanMusschenbroek@fnb.co.za 

Withdrawals, Terminations,Re-instatements and Missing Payments: 

Faadiel Toffie – FToffie@fnb.co.za 

Proposals, Notices and Court Orders: 

Karen van Musschenbroek – KVanMusschenbroek@fnb.co.za 

THIRD ESCALATION: 

Athaly Khan – AKhan5@fnb.co.za

NEDBANK CONTACT DETAILS 

& ESCALATION PROCESS 

COMING 

SOON

AFRICAN BANK CONTACT DETAILS 

011 256 9323 

DebtCounselling@africanbank.co.za 


COMING 

SOON

DEBT COUNSELLING 

COMMUNITY SUPPORT 

Save a Debt Review Family in January 

For many consumers under debt review January can be a tough month. Because of holidays and 

less working days during this time period often families who regularly can make their debt review 

payment come under added stress to keep up their payment and still cover some of those extra 

January expenses (like all the back to school costs). 

DEBT COUNSELLING 

COMMUNITY SUPPORT 

DCCS are hoping that with the help of some generous sponsors we can help ease the back to 

school costs and help keep deserving consumers on track and in debt review. DCCS will be distributing 

a number of BACK TO SCHOOL gift bags filled with school stationary and goodies to 

needy debt review families. 

You can make a huge difference in these people’s lives 

If you would like to get involved and either know of a deserving family who are under some strain 

this month or perhaps you can help cover the R400 cost of the gift bag please contact us and let 

us know. 

As always DCCS will show our appreciation via social media and in the press as well as on our 

website (with links to yours) and Facebook page. We want to let other people know how much 

the debt counselling community care about people under debt review. 

Let’s help these consumers start the year right and help them care for the vital aspect of educating 

their children for a better tomorrow. 

Please contact admin@dccsupport.co.za

Debtfree DIGI Jan 2016

Create successful ePaper yourself

Delete template?

Save as template?