Formal Complaint and Urgent Request for Settlement Paid-Up Letter

I am writing to formally lodge a complaint regarding the unacceptable delay and lack of communication concerning my settlement paid-up letter.

On 05 March 2026, I sent proof of payment for the settlement of my account. On 10 March 2026, I sent a follow-up email to Letta Morgan requesting confirmation and the settlement paid-up letter. As of today, 16 March 2026, I have still not received any response, acknowledgement, or documentation from your office.

This lack of service is extremely concerning, especially as I have been informed that my account was handed over to your legal department without any prior notification. As a result, my credit score has been negatively affected despite the fact that payment has already been made.

I therefore request the following to be addressed urgently: 1. Written confirmation that my payment has been received and correctly allocated to my account. 2. Immediate issuance of my settlement paid-up letter. 3. Confirmation that my account status will be updated with all relevant credit bureaus to reflect that the account has been settled. 4. Confirmation that any legal action or collections related to this account will be withdrawn.

If I do not receive a response within 48 hours, I will escalate this matter by lodging formal complaints with the National Credit Regulator and the relevant consumer protection authorities, as well as initiating a dispute with the credit bureaus regarding the incorrect listing.

I trust that this matter will be resolved urgentl