A mistake on your credit report can cost you a loan, a better price or a place to rent. You have the right to dispute it, and the process is free.
Here is a practical way to run a credit report dispute from start to finish.
What counts as an error?
- An account that is not yours.
- A balance or status that is wrong, such as an account shown as overdue when it was paid.
- A default or listing you believe is incorrect.
- Wrong personal details that mix you up with someone else.
- A debt review flag that should have been removed.
A negative listing that is accurate is not an error, even if it is unpleasant. For those see removing a default.
What should you gather first?
| Document | Why you need it |
|---|---|
| Your credit report | Shows exactly which entry is wrong |
| Proof of payment or a settlement letter | Shows the account is paid |
| A copy of your ID | Confirms your identity |
| Account statements | Show the correct balance |
| Earlier correspondence | Shows you tried to fix it |
Get your report for free from the bureau. See free credit reports.
What are the 5 steps of a credit report dispute?
- Mark the entry. Highlight the line and describe what is wrong.
- Write to the bureau. Explain the error, attach proof and ask it to investigate.
- Write to the credit provider. It supplied the data, so it must confirm or correct it.
- Keep records. Note dates, names and reference numbers, and keep copies.
- Follow up. If you do not hear back, write again.
A short letter is enough:
“I dispute the entry for [account name] on my credit report, reference [number], dated [date]. The account was settled on [date] and the balance is R0. Proof is attached. Please investigate and send me the outcome in writing.”
Use the bureau’s dispute form or email, and keep proof that you sent it.
How long does a credit report dispute take?
Bureaus must investigate and respond within a set period. TransUnion states that it responds within 21 working days. Ask for the timeframe when you lodge the dispute and note it.
If the entry is corrected, ask for an updated report to confirm.
What if the bureau or provider refuses?
- Ask for the reason in writing.
- Add any new evidence you can find.
- Lodge a complaint with the Credit Ombud, a free and independent service for disputes involving credit providers and bureaus.
- For regulatory concerns, contact the National Credit Regulator.
What if the error is identity theft?
If an account was opened in your name without your knowledge, treat it seriously:
- Report it to the police and get a case number.
- Tell the credit provider and the bureau.
- Apply for free Protective Registration with the Southern African Fraud Prevention Service.
- Change your passwords and watch your bank accounts.
How can you prevent errors?
- Check your report yearly.
- Tell lenders about changes in your details.
- Keep proof of payment when you settle an account.
- Ask for a clearance or settlement letter, and file it.
Read how credit scoring works to understand the effect of errors.
What does a credit report dispute look like from start to finish?
Here is a hypothetical example. Zanele finds a store account on her report, marked overdue by R1,200. She paid it in full in March and has a settlement letter.
| Day | What she does |
|---|---|
| 0 | Gets her free report, highlights the entry and finds her settlement letter |
| 1 | Emails the bureau’s dispute team with the report entry and the letter attached |
| 1 | Writes to the store with the same documents and asks it to confirm the account is settled |
| 14 | Follows up by email and keeps the reference number |
| 21 to 25 | Receives the outcome and requests a fresh report |
| 30 | Checks that the entry now shows R0 and “settled” |
The steps are small, and the paper trail is what wins. Every message is dated and every attachment is saved.
How do you write to the credit provider?
The provider supplied the data, so it is often the one that can correct it fastest. A short message works:
“Dear [store], my account [number] is shown as overdue at the credit bureaus. I paid the balance in full on [date], and your settlement letter is attached. Please confirm in writing that the account is settled and send the correction to the bureaus. Please reply by [date].”
Send it by email so you have a record, and ask for a reference number. If the provider does not answer, send it again and copy in the bureau. Do not accept a verbal “it is sorted” without a written confirmation.
What if the provider says the entry is correct?
Do not stop. Ask for evidence:
- A statement of account showing every charge and payment. You are entitled to receive statements for your credit accounts.
- A copy of the credit agreement, if you do not recognise the account at all.
- Proof of the debt, if a collector bought or was assigned the account.
If the provider cannot produce these, the entry may be wrong. Take everything to the bureau and then to the Credit Ombud. If a debt collector is involved, our guide to debt collectors explains what they may ask of you.
How do you keep your evidence organised?
You can keep it in one folder on your phone or a paper file. Include:
- Your free credit report, with the wrong entry highlighted.
- Settlement letters and proof of payment.
- A dated list of every call or message, with the name of who you spoke to.
- Reference numbers from the bureau and the provider.
A short, calm timeline is more persuasive than a long complaint. If the dispute drags on, it makes the Ombud’s work much easier. Once the entry is corrected, keep the confirmation for as long as the account appears on your record.
When is a credit report dispute worth starting?
A credit report dispute is worth starting whenever an entry is wrong and could affect a lender’s decision. Start one if:
- An account is not yours or has the wrong balance or status.
- A payment you made is not shown.
- Your personal details are wrong or mixed with someone else’s.
It is not worth starting for accurate entries, because a dispute cannot remove them. Spend that effort on settling the account or negotiating instead. When you are unsure, ask the credit provider for a statement first.
If the statement matches the report, the dispute will not succeed. If it does not, you now have proof for the credit report dispute.
Frequently asked questions
Does it cost money to start a credit report dispute?
No. The process is free through the bureau and the Credit Ombud.
Will my score change after a correction?
It can improve if the entry was dragging it down. Check your updated report.
Can I dispute accurate negative information?
No. A dispute is for incorrect information. Accurate entries stay until their retention period ends.
What if I cannot find the proof?
Ask the credit provider for statements or a settlement letter. It must give you information about your account.
Can I dispute a report entry by phone?
You can start by phone, but always follow up in writing so there is a record.
What if the same wrong entry appears at several bureaus?
Dispute it at each one, and tell the credit provider that supplied it. Fixing the source helps all of them.
One free 5-minute form is sent to NCR-registered lenders. Each lender decides for itself and shows you the full cost before you sign.
Start my free application
