IT TAKES
THREE
MONTHS Issue 11 of 2023
EXCELLENCE IS DOING ORDINARY THINGS EXTRAORDINARILY WELL – John W. Gardner
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FROM THE EDITOR Is paying your debt off a deeply entrenched habit? It can be hard to become so focused that nothing can get between you and settling your debts. It can take you time to find your debt review rhythm. It takes time to become so focused. Every now and then I personally decide to” get healthier” and try get back into the routine of daily exercise. But the best laid plans can be derailed if we do not allow a new way of things to become a deep, lasting part of who we are and what we do. So, how can you adopt new lasting habits? In this issue we look into this topic with debt review as our example. The tips in this issue will naturally help you with other good habits but learning to live on less and focus on paying off debt takes time and so we drill down into how debt review can become a lasting habit. If you recently began debt review the tips will help you a lot and may protect you through one of the most dangerous times for consumers in debt review: the end of the year. You see, Debt Counsellors do not like the end of the year at all. Sure, we all start to think about how we will take a holiday and
how a little down time will help revitalise us for the year ahead and that’s good. But we worry. We worry that our clients, who we really want to see succeed, might fall off the band wagon this year. And we know that to fall out of the debt review process can set our clients back massively. Sticking with the process and making those monthly repayments is vital and if a client bombs out over the end of the year it is often because they were not determined enough or not planning ahead. Debt Counsellors try to encourage our clients to plan well for the end of the year. We try to get our clients to stay focused on getting out of debt and not get carried away over the year end. We worry, and we try. One thing you can do to help, is shift your debt repayment date to line up with when you will be paid. This helps remove temptation and increases your chances of success. If you have been in debt review for a while you will know this can help. Another thing that can help is to approach the year end with purpose. Planning ahead for how you can have a little year end fun without breaking the bank makes a big difference (check out the tips in this issue). We have plenty good news, reviews, tips and more all designed to help you get through what lies ahead as the end of the year
approaches. All so, you can stress less and get the rest you deserve. So, stick with your good habit of paying off your debt this year end and it will lead to better things ahead. After all, you know what else you also deserve? To live your best life and be totally debt free.
DEBT REVIEW
DID YOU KNOW? It is good to save a little bit of money for unplanned expenses. If you save money in the bank, you will also earn some interest on your saving. Your savings will slowly grow. But did you know that if you have the exact same amount of debt as you have saved up, the interest on your debt will be higher (more) than the interest you get on your savings. So, your debt will grow faster than your savings. This is why many people chose to save only a little something for emergencies and rather use any extra money to pay off their debts first.
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CONTENTS IT TAKES THREE MONTHS
HAVING FUN FOR LESS
SCARED OF SCAMS?
NEWS
SERVICE DIRECTORY
DISCLAIMER Debtfree Magazine considers its sources reliable and verifies as much information as possible. However, reporting inaccuracies can occur, consequently readers using this information do so at their own risk. Debtfree Magazine makes content available with the understanding that the publisher is not rendering legal services or financial advice. Although persons and companies mentioned herein are believed to be reputable, neither Debtfree Magazine nor any of its employees, sales executives or contributors accept any responsibility whatsoever for their
activities. Debtfree Magazine contains material supplied to us by advertisers which does not necessarily reflect the views and opinions of the Debtfree Magazine team. No person, organization or party can copy or re-produce the content on this site and/or magazine or any part of this publication without a written consent from the editors’ panel and the author of the content, as applicable. Debtfree Magazine, authors and contributors reserve their rights with regards to copyright of their work.
IT TAKES
THREE
MONTHS
IT TAKES THREE MONTHS
MAKE GOOD
HABITS A dictionary will tell you that a habit is a settled or regular tendency or practice, especially one that is hard to give up. Good habits are obviously good for you, while bad habits… well, not as good. Some habits are harmless, while others can cause a lot of trouble. But how can you harness the power of good habits to improve your life? Living on credit, is an expensive and bad habit. But taking steps to get out of debt and paying off your debt, is a good habit. Making that change can be difficult, nobody likes change. Starting debt review and switching to a no credit, all cash lifestyle can be really challenging. So, how can you make debt review a part of your regular habits and overcome the initial reluctance to change? We are going to read about what scientists say about forming new habits.
IT TAKES THREE MONTHS
NO ONE LIKES CHANGE,
AT FIRST Change is often scary. Think back to the classic example of the first day of school. Oh, the trauma! We had to leave our safe routine, or safe home, our parent and go to a scary place full of strangers. This is often how we view change as an adult. It takes us out of our comfort zone and puts us in a scary place. Even small changes can seem disproportionately difficult. This is because we struggle to realise that change can bring out the best in us, and change our lives for the better. When we look back and analyse how a change in circumstances or life affected us, we are often happy with the results. We feel like we have grown because of the change we made. Nevertheless, in that moment just before things change, it can be scary.
IT TAKES THREE MONTHS
CLEAR MOTIVATION IS
IMPORTANT There is something that can help ease our fears and it really is quite simple. If we understand why the change is needed and what the new situation will be like, it makes us feel reassured and confident. You may have thought about changing your diet over the years. This may have been because you want to save the planet, or shed a few centimetres. But no doubt, you found it hard to do over time. Such a diet might be easy to start but hard to maintain. Having a very clear picture of the reason for the change can help you stay motivated. For example, you may be more prepared to change your diet if a doctor tells you that if you don’t, you will die. That would certainly be a good reason to make the change and keep it up. Motivation matters.
IT TAKES THREE MONTHS
KEEP IT
SIMPLE A 2009 research study in the U.K. found that simple healthy habits, such as eating more fruit with your lunch or going for a 15-minute run each day, took an average of 66 days to form. More complicated or challenging habits can take even longer. One way to form a habit, is to make it a simple, regular part of our day or month. It can also be good to build towards a longterm habit. For example, you may struggle to run 10-km each day, but going for an afternoon walk, every day, will help you build towards the long term habit of regular exercise.
IT TAKES THREE MONTHS
INCREASE YOUR CHANCES
OF SUCCESS Eliminating the chances of making decisions that could tempt you off your desired path, can also be helpful. Limit your chances of failure. For example: If you want to cook healthier meals, fill your fridge with fresh produce, not sweets. Avoiding social media that makes you envious of others “rich” lifestyle can help you avoid FOMO. Unsubscribing from some emailers (from expensive shops) can help you avoid seeing stuff you can’t afford.
Installing apps like TrueCaller can help you avoid wasted conversations with greedy collections agents who might lie to you or mislead you (due to being underinformed or lack of training). If you want to read a book each night before bed, rather than scrolling through social media, then put a book next to your bed, and put the phone charging cable far away across the room. Increase your chances of success.
IT TAKES THREE MONTHS
MAKE IT
FUN New habits are easier to form if we give ourself a little instant gratification to go with it. Budgeting and having a family evening where you discuss your finances can be boring and stressful. So, why not combine it with the best meal of the month? The most fun meal of the week, or make it a small part of a fun weekend each month. Why not keep the discussion brief, rather than long and boring, follow it up with movie night or something else nice. Maybe enjoy a dessert treat while you are budgeting. Maybe you go treat yourself to that milkshake right after you make that debt review payment each month. If you can combine something new with something fun it can really help.
IT TAKES THREE MONTHS
THE 90 DAY HABIT OF
DEBT REVIEW Entering debt review can be very scary. Still, we can very clearly understand the need for entering the process. It is often because we are forced into the process. Our finances are in a mess and things are just getting worse and worse. Soon we would face judgements and maybe even lose our assets if we don’t do something drastic. When those horrible collections calls and scary sms or letters are pouring in, it can be very motivating. But it can help to look even deeper into our views on money, instant gratification, self-worth and our views on debt. Entering debt review can actually be exciting because we realise that we can not only get relief, but eventually get out of debt, amazing! Signing up and sending in all the documents is not too difficult. But finding out what you will now have to pay can be a challenge, as it makes you rethink your shopping and spending habits. We need to get into the practice of debt review if we want to succeed.
IT TAKES THREE MONTHS
THE FIRST
30 DAYS Well, done. You pulled the trigger and have started the process. Sending in forms and communicating with your Debt Counsellor can help keep you calm during this wild time of transition. There can be a bit of a scramble to change banking info or cancel debit orders. This is a big change but it keeps us busy and makes us feel like we are making progress. The real test comes at the end of the first month when you have to make your payment (probably via a Payment Distribution Agent like CollectNet, DC Partner, Hyphen PDA or iPDA). It’s a big change.
IT TAKES THREE MONTHS
THE NEXT
30 DAYS During the second month you are going to start longing for your credit card. You are now being forced to think about how you shop and spend, it’s difficult. Also, you may now get one or two weird messages from a collections person who does not know about, or understand debt review. You may notice that your bank statements show no payments coming in (because you paid your Debt Counsellors fees in month one). That can feel a little worrying. Incorrect stories by greedy collections people, incorrect information from friends or Facebook can make you doubt the process, even though you have just begun. This is where many people very foolishly drop out of the process, causing themselves a ton of problems for years to come, this is a really a dangerous time.
Like many good habits, things feel hard at first. Going shopping without your credit card or paying your bills without running to get another loan can be such a different way of life, it can feel overwhelming. At the end of the month, you now pay your legal fees which helps you get legal protection and organise your court order restructuring your debts. This is very important and can make you feel like you have made more progress, helping you stay focused. You may have found yourself dealing more with your attorney this month than your Debt Counsellor. They were chasing you to sign and return the all-important confirmatory affidavit (Please do, it is vital). You are getting into the swing of things, debt review has almost become a habit, almost.
IT TAKES THREE MONTHS
GETTING TO
90 DAYS Month 3 is tough… You speak to your Debt Counsellor less, you speak to your Attorney less. You have now been shopping with cash (or your debit card) for a long time and you start to see adverts for things you just can’t afford or can’t simply buy with credit any more. Your friends are inviting you to go to places you are not sure your budget can cover. The reality of your changed circumstances can come crashing in, as you realise you are now going to be paying off your debt and living frugally for many years. Eeek. Even though the truth is you already had big debts that would have taken years to pay off anyway it can feel different. Once you get your court order and see things in the harsh light of day, you may have some “buyer’s remorse”. And if along the way you see your balances go up (maybe because the banks have not adjusted their systems nicely yet, or simply because you have paid the Debt Counsellors fee in month one and Attorneys’ fees month two) it can be stressful. You worry. It is at this point that you need to really dig deep and push through the doubt. Make that third payment and keep your momentum.
IT TAKES THREE MONTHS
GOING THE
DISTANCE Having passed the 3-month mark, you are now more likely to keep going. You are already doing better than nearly 20% of people who start the process, but bomb out during the first 3 months. Simple healthy habits like washing your hands can take a couple of weeks to develop, while more complicated ones like going to the gym can take much longer to become deeply entrenched in your regular routine. That’s because more complicated things take longer to get deeply embedded in our way of thinking.
IT TAKES THREE MONTHS
TIPS TO MAKE ANYTHING A
LASTING HABIT • Simplify the process • Repeat it often • Find ways to make it fun • Set realistic expectations about how long it will take to establish the habit • Habits develop quicker the more often they are repeated
IT TAKES THREE MONTHS
EXPECT IT TO
BE HARD Starting a new habit, like living on cash and always paying our debts at the end of every month, prompts your brain to cycle through a state of: order, disorder and reorder, which is also known as allostasis. This is what leads us to feel worse before we feel better. We have to get through the change, then the disorder to make it back to the order part. Starting a new gym habit, for example, can mean sore muscles, hunger and fatigue before we eventually start to feel the benefits, and adjust to the new routine. One expert says: “If you don’t expect it to be hard, then when it is hard you freak out and you quit,” We expect good habits to make us feel better (maybe more energetic, or stronger or calmer) but those feelings don’t often come right away. It’s the same with debt review. At first it might surprise us how hard it can be, it’s only later, looking back that we clearly see the benefits.
IT TAKES THREE MONTHS
GOOD HABITS ARE
HARD TO BREAK It might feel like hard habits are hard to form, they are. But the good news is that once formed, they are also hard to break. If you want to make living a debt free life a good habit, if you want to make dealing with debt successfully a habit, if you want to make financial freedom a habit then, it’s going to take time to get into the routine of living that way. Why not try it for 3 months and see how it goes? Try some of the tips above to help you form new positive habits? Push through the difficult times and you will see the benefits that come from forming good habits.
NCRDC1142
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HAVING
FUN FOR LESS
HAVING FUN FOR LESS
FUN DOESN’T HAVE TO
COST A LOT Everyone deserves a little bit of fun. Even if you are counting pennies, it is vital that your whole life is not simply paying off debts. You deserve some fun! But how do you have fun and do something a little different when you are living on less? Here are a few suggestions that you might be able to use to spice things up a little bit. And for those planning end of year activities during the coming months there may be a money saving idea or two that can still bring the whole family together for a good time.
HAVING FUN FOR LESS
BAKED
GOODS Everyone likes something yummy to nibble. Fire up the oven and get your bake on. Baked goods are something nice to share with your friends and it probably won’t break the bank. Baking can also be a good way to include the kids in some everyday fun and pass skills down to the next generation. Be sure to keep an eye on the cost of fancy ingredients though. Find things that are more affordable but just as tasty and everyone wins.
HAVING FUN FOR LESS
GET
CRAFTY Even if you are not “good with your hands” or don’t view yourself as a crafty person, why not give making some home crafts a try this year? Watch some YouTube videos or find guides online and get inspired to make something fun for the kids or to give out as gifts. There is real satisfaction in making something with your own hands and it can be both challenging and super affordable.
HAVING FUN FOR LESS
A CHANGE IS AS GOOD AS
A HOLIDAY
You may not be able to head off somewhere exotic this year. But what you may be able to do is to switch things up while staying at home. You can often do this in 2 ways: 1. Change things up around your place. Admit it! You probably have a list of things you need to sort out at home anyway. Maybe it’s something practical if somewhat boring like clearing out the freezer or, if you feel like something fresh, why not move your furniture around at home or slap some paint on a wall? You can often make things feel fresh and fun by doing something small like putting up a new mirror or adding a new pot plant. 2. Make changes to your usual routine. Have you been thinking about getting fit? Why not change things up by going for an early morning swim or cycle? Instead of staying home and feeling exhausted all weekend, maybe switch things up and go for a walk along the beach or mountains. Stay safe but get some fresh air for a change.
HAVING FUN FOR LESS
DO SOMETHING FOR
SOMEONE ELSE If you are feeling bored and tired from along year, it can help to shift focus off yourself by helping others. We often get too focused on our own needs and this can blow our problems out of proportion. There are plenty chances to do something nice for those in need in your community or among your family and friend circle. It will not only bring them some relief it will also make you feel really satisfied.
HAVING FUN FOR LESS
IN THE MOOD FOR A
MARATHON All your friends might be talking about getting in shape and doing marathons. Don’t feel left out. If you want some fun for less, why not get your marathon on? A Movie marathon that is. There are many marathon choices like: Star Wars, Star Trek, Lord of the Rings, The Matrix, The Marvel movies, The X-Men movies, Jurassic Park, Pirates of the Caribbean and more.
HAVING FUN FOR LESS
PARTY
TIME Parties can bankrupt you if you are not clever but with some advanced planning and sharing the load you can have a good time for less. The trick is to keep it casual (no decorations) and simply ask everyone to bring something specific. When everyone chips in you can spend time with your favourite people for less.
HAVING FUN FOR LESS
BRING OUT YOUR INNER
MASTER CHEF Similar to the baking suggestion, spending some time in the kitchen practicing your chef skills can be really rewarding. And it can be a lot cheaper than getting take out. Try something new and use your family as your test group. There are countless sources of inspiration out there for free from TV shows to online receipts. Your family will either love it or hate it. Regardless, how things turn out it, it will be fun to watch their faces as they bite into something new.
HAVING FUN FOR LESS
A SUMMER OF
FUN
With the end of the year holidays approaching there can be some danger of overspending and feeling pressured to spend a lot of money to have a little fun. If you are clever though you will find ways that you can have a little fun without breaking the bank. But don’t leave it up to chance. Plan ahead and you can end the year with a summer to remember.
THE MOST EXPENSIVE VEHICLE TO OPERATE IN
2023
Who are we? We are a passionate and dedicated team of attorneys based in Paarl, South Africa, committed to providing topquality legal services to our clients. Our firm is predominantly women-led, bringing a unique perspective and approach to our services. At our core, we embody the values of trustworthiness, reliability, approachability, professionalism, innovation, and energy.
Why Choose Us Clients choose us for our debt counseling and correspondent services because of our personalised approach, unwavering integrity, and extensive expertise, as our registered debt counselors provide compassionate support by negotiating manageable payment terms with creditors, while our efficient assistance as correspondents to lawyers across South Africa ensures prompt execution and reliable solutions for a variety of legal matters, ultimately leading to client satisfaction and peace of mind.
Compassionate Debt Counseling Attorneys
Are you a debt counsellor, searching for a reliable attorney firm to swiftly secure debt review court orders? Look no further. A de Bruyn Attorneys is your dedicated partner, ensuring accurate and timely approval for your clients. With extensive knowledge and experience in debt counselling, we streamline the process, delivering dependable service and prioritising your clients' best interests. Reach out today to discuss how we can secure debt review court orders swiftly and effectively. Let's make a difference together.
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SCARED OF
SCAMS? TRY THIS APP
SCARED OF SCAMS?
LIAR, LIAR, PANTS
ON FIRE!
We hear so many stories about people getting scammed. Someone calls pretending to be the bank and asks you to give them a one time pin (OTP) while talking to them or someone asks you to pay a small release fee so that you can get something amazing. These scams are more and more common. How can you protect yourself?
SCARED OF SCAMS?
THERE IS AN
APP FOR THAT One way to minimise your risk is to make use of phone apps that help identify who is really calling you. Most of these apps are a form of crowd sourcing info about callers (either from permissions to use all the users phone book contact info or by asking people to add caller identification after a call). One such app which is pretty popular is called: Truecaller. What the app does is show you what other people say the number that is calling you is all about. In many cases that’s just a person’s name but in other cases it can help identify possible spam calls. While obviously not 100% accurate or totally foolproof it can form a first line of defence against unwanted calls. It can also help block calls from the same number in the future with just one click. And if you get a call from someone dodgy, you will be able to help others by marking it as possible spam or a possible scam. Fraudsters are now using these apps to impersonate bank representatives by creating fake profiles. If you use these apps, please be extra careful when answering phone calls that come from banks. If you’re unsure, rather hang up and call your bank back on their correct number.
DEBT REVIEW DID YOU KNOW? The National Credit Regulator (NCR) have a committee made up of Debt Counsellors, Credit Providers and others who meet from time to time to talk about things that are not clearly covered or easily understood in the National Credit Act. This group is called the Credit Industry Forum or CIF. Over the years this group has helped the NCR understand what the industry thinks about certain topics. Then the NCR has issued non binding guidelines to the industry aimed at bringing uniformity and greater cooperation.
2018
2019
2020
2021
2022
2023
Wondering which Debt Counsellor to Approach?
0872382280 enquiries@payplansolutions.co.za www.payplansolutions.co.za
NCRDC1636
DOUBLE PUBLIC HOLIDAYS COMING
IN DECEMBER
When the Boks won the Rugby World Cup the nation jumped for joy…at the prospect of holding the President to his promise of a new public holiday. The announcement has been made that the extra public holiday this year will fall on the 15th of December. This falls a day before the existing public holiday on the 16th. This means workers will be treated to a double public holiday weekend this December. The 15th falls on a Friday and lines up with the end of the work year for many in the construction industry. Workers who work on a public holiday are entitled to double pay or can ask to swap the day for another work day.
Preparing for the holiday buzz this December? As the festive season approaches, people tend to dive into shopping and celebrations. With early December salaries and bonuses altering spending habits, engaging consumers during this festive period becomes pivotal. Debt Counsellors play a crucial role in educating consumers about wise financial choices during the holidays and the importance of not reversing your debit orders. Encourage consumers to manage spending wisely and maintain timely debt repayments.
As we push through the final stretch of the year, let these words inspire you: "Success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful." – Albert Schweitzer. Thank you for your unwavering dedication within the debt review industry. Wishing you a joyous festive season filled with laughter, love, and well-deserved moments of relaxation. As we usher in the New Year, may it bring fresh opportunities and continued success. Here’s to a harmonious blend of celebration, safety, and prosperity.
Have a joyous Festive Season and a Happy New Year!
DEBT REVIEW Did You Know? Many consumers who are in debt review unfortunately make poor decisions about paying their debt at the end of the year. Some stop payments or make short payments thinking everything will be ok. They think that their Debt Counsellor will miraculously be able to give them some help even though they did not pay. But if you break the conditions of your debt restructuring court order, then your credit providers can totally back out of the arrangement and can go back to court to try go after your assets or salary. So never miss a payment while in debt review.
South Africa’s
leading Debt Counsellors since 2007
Just got out of debt!
Call our national call centre on 086 111 6197
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NCRDC19
BREAKING NEWS
AFRICAN BANK ON A WINNING STREAK Recently African Bank reported that they have 4 million active clients and have made millions of Rands in profit this financial year despite hard economic times hitting consumer clients. African Bank’s Alliance Banking book includes Lesaka, Shoprite Checkers and MTN Momo clients. African Bank now also have business banking offerings through their integration of Grindrod and Ubank operations, with the business division bringing in R682 million in net revenue. This year African Bank have posted a R505 million profit, finishing the financial year strong after a slightly weaker beginning to the year that had some concerned. The banks active client numbers have grown dramatically in the last 12 months (a 158% increase). African Bank’s debt review department were also recently recognised in the 2023 Debt Review Awards.
NAUGHTY BANKS MANIPULATED THE RAND, MADE TRILLIONS 28 Big banks got busted for their staff making sneaky deals and taking turns to buy and sell the Rand. This pushed the value of the Rand up and down and allowed the banks traders to make around R1Trillion in profit each day. The banks who have been cooperating with investigators have been able to cut deals to admit guilt and pay fines. For example, Standard Chartered Bank recently agreed to pay a penalty of R42.7 million to the Competition Commission. The offences took place for many years starting back in 2013.
NCRDC3348 Marius Mostert
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REPO RATE HOLDS STABLE Homeowners who have been increasingly squeezed by increasing Repo Rates over the last two years were relieved when the SARB Monetary Policy Committee announced that the Repo Rate would hold steady for November. Many contributing factors came together to influence the MPCs decision, including slightly lower petrol prices and some stability with local inflation stats. The Repo Rate remains 8.25%.
DECEMBER PETROL PRICE DROP In some more good news for consumers, the petrol and diesel price is set to drop in December. The Rand/Dollar exchange rate has been fairly stable (between R18 – R19) for the Rand recently and the international price of Brent crude has been dropping from around $85 - $80. The petrol price is set to drop around R1/ litre and double that for Diesel.
HOW POORLY TRAINED STAFF ARE DESTROYING YOUR BRAND
DESTROYING YOUR BRAND
WHAT’S IN A
NAME? What does your brand stand for? Who are you to your potential client? Other than your adverts, which you use to entice consumers to think about your services, “You” (your brand) are the person they speak to or deal with when thinking about using your services or while using your services. Your brand is your staff.
DESTROYING YOUR BRAND
STAFF TRAINING
IS VITAL
Because staff is so vital to an organization’s success, investment in training of staff should be at the forefront of your business’ strategy. But who in your organization do you need to train? The real truth is that training of all your staff throughout your entire company, from frontline staff to all staff throughout various departments to ensure productivity, is needed to enable them to perform to their maximum potential and handle tricky situations well. A multitude of issues that can really hurt your brand comes from staff not being trained. But realistically you may not have budget to train all your staff all at once. One place where lack of staff training really hurts your business and is often most visible is with frontline or call center environments.
Often businesses will focus on the tools used by such frontline staff but you should not forget that knowledge about their product and their role in the overall process are of utmost importance. If a client asks how using your services or product will solve an unusual problem then do your staff know how to respond? Do they have enough knowledge about what you do and how your services work to give a somewhat realistic answer? Can they manage the clients’ expectations? Well trained staff help keep clients happy and manage their expectations well. They provide your clients with the best possible experience and build your brand during every client engagement.
DESTROYING YOUR BRAND
THE CHAOS CAUSED BY
POORLY TRAINED STAFF One trainer, with 39 years’ experience, who has been helping train staff in the debt counselling industry specifically for 10 years shared these observations about poorly trained staff. • In many practices there is inadequate basic product training • Some operations have no call script at all which would otherwise keep staff on track with correct and focused information • Untrained staff often get sidetracked and confused by questions • They are unable to handle or overcome objections from clients • There is a habit of employing “experienced” staff from other companies who unfortunately bring with them bad habits. With no additional training they then introduce those bad habits into your business. • Many staff lack real listening skills and are not able to pick up on subtle clues/info from clients and realize what the real issues for objections or hesitancy might be.
• Many untrained staff members lack of empathy for clients and do not realize how this impacts on how they sound and how they act. • A poor or haughty attitude will only get bad results from potential clients. • Many staff suffer from poor concentration normally due to their work environment even ergonomics; or an uninterested attitude towards how they represent the brand or because of personal issues distracting them). • Many newer staff members lack life experience and so find it hard to sympathise and understand clients’ issues. • Others simply lack confidence because they have not received enough training or had any mentorship.
DESTROYING YOUR BRAND
STAFF WHO REPRESENT YOUR
BRAND WELL
With such a wide range of things that can negatively impact on staff performance and how staff represent your brand what can you do to address such issues? Here are some tips that can help you shift the dynamic within your organization: • Always provide a call script to help keep conversations on track; • Ensure your staff have in-depth knowledge of the product/ service; • Teach your staff as much as possible about client issues they may encounter; • Do lots of Roleplay exercises till they develop muscle memory on how to deal with situations; • Do regular refreshers and provide ongoing training; • When bringing in staff from elsewhere do retraining to eliminate bad habits; • Use the right staff member to do the right staff task; • Apply ergonomics and create good working environments including for remote work;
• If you receive information from the NCR, PDAs or credit providers about changes to processes then share these with staff whose administrative tasks will be effects. If you can action even some of the above points you will see dramatic improvements in how consumers see your brand. After all, your brand is not just your logo and website, it is more than you adverts and social media posts. It is the people who your clients deal with each day.
One of the most perplexing rules that is sometimes given to a frontline/call center department staff member (probably to avoid conflict with the NCR): Do not explain the debt review process to the client – they can go on the website for that information.
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Email: Alanm@moneyclinic.co.za
Welcome to our world of
efciency and automation
Regional Meetings will commence in 2024 email: dcasa@dcasa.co.za
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NDCA are ready to help consumers who are struggling with debt. Visit our site for more information. ndca.org.za
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Practical & Affordable Legal Solutions for Debt Problems Your leading legal solutions partner to address your debt problems and achieve financial wellbeing. We understand the importance of having a reliable and efficient attorney to represent you in court, attend to matters urgently and handle cases that require specialised knowledge.
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Finwise is an all-inclusive Debt Management System, designed for proficient Debt Data Management. The Finwise System is linked to a registered Payment Distribution Agency (DC Partner), and operates in accordance with the NCA and Regulations, fortifying compliance. Finwise is a web-based system, and can be used on any mobile device, PC, or tablet. The exceptional workflow and innovative task manager tools saves the user valuable time, through multiple consumer data reporting and easy management. Several integrations such as Legasys, iDOCS, Drex, facilitate effortless administering, and handling of multiple transactions and tasks within one system. Debt Review is a legal process with time frames, and Finwise is the market leading platform for debt counsellors to keep track of the debt review process and tasks easily.
info@finwise.biz www.web.finwise.biz
DEFAULT & A DECLARATORY ORDER A new court case might have some significant ramifications for consumers, credit providers and Debt Counsellors. A Debt Counsellor is trying to get clarity on the application of NCA Section 103(5) (and common law Induplum). In particular, the term ‘Default’ that is used in the law in various places. The challenge is that certain credit providers have for years insisted that any ‘default’ on a consumer’s account is cured or resolved (goes away) when a debt review debt restructuring court order is granted. They then say that as long as the consumer sticks to the debt review repayment plan they are not in a state of default and so the limits of NCA Section 103(5) do not apply. Not everyone agrees (both among Debt Counsellors and some credit providers). The point of the court case is to try get the High Court to give: 1. Clarification of the definition and applicability of the term ‘default’; 2. Confirmation that an application for debt review order does or does not rectify the default; 3. Based on that ensure that fees and charges do not exceed the outstanding balance while the consumer remains in default.
The Debt Counsellor has put forward some interesting arguments in the case. Here are some highlights of her reasoning. She argues that: 1. The term ‘default’ pertains only to the original credit agreement and cannot encompass a debt review re-arrangement order or agreement. 2. The National Credit Act (NCA) does not explicitly state that debt review resolves the default. 3. By not applying section 103(5) to agreements under debt review, the consumer is being penalized. 4. The legislator distinguishes between two types of default: default under a credit agreement and default under a debt review court order. 5. The credit provider interpretation is not aligned with the interests of the consumer, as set out in Section 3 of the NCA. 6. The current guidelines provided by the National Credit Regulator (NCR) support this viewpoint. The application has been served on all interested parties and it will be very interesting to see how the case plays out. It is also likely that we may see other interest parties wanting to join the matter.
Debtfree Magazine want to give a special thank you to Vanessa Johst at DCASA for her contribution to this article.
Wonga Online SA (Pty) Ltd 1st floor 14 Kloof Street Gardens Cape Town, 8001 SOUTH AFRICA
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ůů ĨŽƌŵƐ͕ ƋƵĞƌŝĞƐ͕ ƌĞƋƵĞƐƚƐ ƌĞůĂƚŝŶŐ ƚŽ ĚĞďƚ ƌĞǀŝĞǁ
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DĞůĂŶŝĞ Ğ ŝƋƵĞ
Wonga Online (Pty) Ltd is a company registered in South Africa with registration number 2019/167500/07 The registered address of Wonga Online (Pty) Ltd is 1st Floor, 14 Kloof Street, Cape Town, 8001 PO BOX 6332, Roggebaai, 8001 NCRCP Registration No.: NCRCP12875
ůĂƐƐŝĨŝĞĚ ĂƐ 'ĞŶĞƌĂů
Nimble To Handle Wonga Debt Review Matters Nimble will now be handling all new and existing debt review related matters for Wonga. Nimble have shared the new consent to service and their mandate. For more information about these matters you can email: debtreview@wonga.co.za Debt Counsellors should take into account that payment details may have changed (now to a Standard Bank account), the payment reference will be the Wonga account number.
JOBS
Looking for your next adventure?
Advertise your jobs here Email us on: jobs@debtfreedigi.co.za
2018
2019
2020
2021
2022
2023
Join our award-winning team at a medium-sized industry leader in Debt Counselling! We’re looking for passionate debt counselling staff to help individuals regain financial stability. If you have excellent communication skills, empathy, and a desire to make a real impact, apply now! If you’ve always been that person who gets it done, we want to talk to you. Previous industry experience advantageous but not required. Location: N1 City, Goodwood, Cape Town
021 2011584 jobs@payplansolutions.co.za www.payplansolutions.co.za
NCRDC1636
STEP-BY-STEP DREX GUIDE DREX simplifies the exchange of data and makes managing the debt review process less admin intensive. The below links take you to step-by-step guides on how to use the DC Portal on DREX. How to Register on the DC Portal Introduction to the DC Portal Accessing a Consumer's Profile
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Debt doesn’t have to weigh you down.
debt therapy
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
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0861 365 910 www.debtbusters.co.za info@debtbusters.co.za
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
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Credit Matters South Africa’s Leading Debt Counsellors NCRDC533 14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
Do you want to take the first step to become DEBT FREE? Get started today by reducing your monthly debt repayments into one affordable payment.
021 204 4711 068 279 5951 info@debteezy.co.za www.debteezy.co.za
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za www.zerodebt.co.za
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www.pioneergroup.co.za
CTRL
DEBT
DELETE
One on one confidential counselling and advice to help you reduce and clear your debts. 261 Surrey Avenue, Randburg, Gauteng 011 100 7192 enquiries@ctrldebtdelete.co.za www.ctrldebtdelete.co.za NCRDC2051
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Wondering which Debt Counsellor to Approach?
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Your Legal wings to nancial freedom!
Debt Counsellor
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tlcdebt@mweb.co.za 016 100 8020 079 520 4369
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NCRDC2484
Debt doesn’t have to weigh you down. One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
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KWAZULUNATAL NCRDC3042
Credit Matters South Africa’s Leading Debt Counsellors NCRDC533 14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
Do you want to take the first step to become DEBT FREE? Get started today by reducing your monthly debt repayments into one affordable payment.
021 204 4711 068 279 5951 info@debteezy.co.za www.debteezy.co.za
BSITE | www.debt-therapy.co.za
debt therapy
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
NCRDC3348 Marius Mostert
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NCRDC1636
Wondering which Debt Counsellor to Approach?
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
0872382280 enquiries@payplansolutions.co.za www.payplansolutions.co.za
SCARED OF ANSWERING YOUR CALLS?
Credit Matters South Africa’s Leading Debt Counsellors NCRDC533
14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za www.zerodebt.co.za
FREE STATE
Take back control of your life in 1 easy step! FREE CALL | 0800 20 47 28
Take the first step to financial freedom by visiting our :
WEBSITE | www.debt-therapy.co.za NCRDC2484
debt therapy Debt doesn’t have to weigh you down.
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
0861 365 910 www.debtbusters.co.za info@debtbusters.co.za
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
NCRDC1636
Wondering which Debt Counsellor to Approach?
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
0872382280 enquiries@payplansolutions.co.za www.payplansolutions.co.za
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
NCRDC3348 Marius Mostert
www.pioneergroup.co.za
SCARED OF ANSWERING YOUR CALLS?
Credit Matters South Africa’s Leading Debt Counsellors NCRDC533
14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za www.zerodebt.co.za
LIMPOPO
Take back control of your life in 1 easy step! FREE CALL | 0800 20 47 28
Take the first step to financial freedom by visiting our :
WEBSITE | www.debt-therapy.co.za NCRDC2484
debt therapy Debt doesn’t have to weigh you down.
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
0861 365 910 www.debtbusters.co.za info@debtbusters.co.za
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
NCRDC1636
Wondering which Debt Counsellor to Approach?
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
0872382280 enquiries@payplansolutions.co.za www.payplansolutions.co.za
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
NCRDC3348 Marius Mostert
www.pioneergroup.co.za
WEBSITE | www.debt-therapy.co.za
debt therapy
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49
MPUMALANGA
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za www.zerodebt.co.za
www.debt-therapy.co.za
NCRDC2484
Debt doesn’t have to weigh you down. One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
0861 365 910 www.debtbusters.co.za info@debtbusters.co.za
Credit Matters South Africa’s Leading Debt Counsellors NCRDC533 14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
NCRDC1636
Wondering which Debt Counsellor to Approach?
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
0872382280 enquiries@payplansolutions.co.za www.payplansolutions.co.za
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
NCRDC3348 Marius Mostert
www.pioneergroup.co.za
Credit Matters South Africa’s Leading Debt Counsellors NCRDC533
SCARED OF ANSWERING YOUR CALLS?
14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za
Take back control of your life in 1 easy step! www.zerodebt.co.za
FREE CALL | 0800 20 47 28
NORTH WEST
Take the first step to financial freedom by visiting our :
WEBSITE | www.debt-therapy.co.za NCRDC2484
debt therapy Debt doesn’t have to weigh you down.
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
0861 365 910 www.debtbusters.co.za info@debtbusters.co.za
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
NCRDC1636 NCRDC1636
Wondering which Debt Counsellor to Approach?
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
0872382280 0872382280 enquiries@payplansolutions.co.za enquiries@payplansolutions.co.za www.payplansolutions.co.za www.payplansolutions.co.za
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
NCRDC3348 Marius Mostert
www.pioneergroup.co.za
SCARED OF ANSWERING YOUR CALLS? Credit Matters South Africa’s Leading Debt Counsellors NCRDC533 14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za www.zerodebt.co.za
NORTHERN CAPE
Take back control of your life in 1 easy step! FREE CALL | 0800 20 47 28
Take the first step to financial freedom by visiting our :
WEBSITE | www.debt-therapy.co.za NCRDC2484
Debt doesn’t have to weigh you down.
debt therapy
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
0861 365 910 www.debtbusters.co.za info@debtbusters.co.za
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
NCRDC1636 NCRDC1636
Wondering which Debt Counsellor to Approach?
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
0872382280 0872382280 enquiries@payplansolutions.co.za enquiries@payplansolutions.co.za www.payplansolutions.co.za www.payplansolutions.co.za
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
NCRDC3348 Marius Mostert
www.pioneergroup.co.za
SCARED OF ANSWERING YOUR CALLS?
Credit Matters South Africa’s Leading Debt Counsellors NCRDC533
14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za www.zerodebt.co.za
EASTERN CAPE
Take back control of your life in 1 easy step! FREE CALL | 0800 20 47 28
Take the first step to financial freedom by visiting our :
WEBSITE | www.debt-therapy.co.za NCRDC2484
Debt doesn’t have to weigh you down.
debt therapy
integrity guaranteed
debt therapy is registered with NCR | NCRDC49
One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
0861 365 910 www.debtbusters.co.za info@debtbusters.co.za
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
NCRDC1636
Wondering which Debt Counsellor to Approach?
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
0872382280 enquiries@payplansolutions.co.za www.payplansolutions.co.za
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call!
NCRDC3348 Marius Mostert
www.pioneergroup.co.za
NCRDC2484
Debt doesn’t have to weigh you down. One consolidated payment. Savings on interest rates. More cashflow. Let’s get it sorted!
0861 365 910 www.debtbusters.co.za
National Debt Advisors Fighting For Consumer Justice Tel: 021 007 1688 www.nationaldebtadvisors.co.za
info@debtbusters.co.za
WESTERN CAPE Capes Independent Debt Advisors
Start your Debt Free journey today
SMS DEBT TO 30132 and we will give you a call! We’ll Create A Plan To Get You Out Of Debt
debt@cida.org.za 087 265 8748 065 874 7942 www.cida.org.za
NCRDC3348 Marius Mostert
www.pioneergroup.co.za
Credit Matters South Africa’s Leading Debt Counsellors NCRDC533 14th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 086 111 6197 Fax: 021 425 6292 info@creditmatters.co.za
NCRDC1142 Tel: 087 701 9665 Email: help@zerodebt.co.za www.zerodebt.co.za
Drastically reduce your monthly debt repayments Let US help 0861111863 Regain control of your finances NCRDC49 www.debt-therapy.co.za
NCRDC3042
Do you want to take the first step to become DEBT FREE? Get started today by reducing your monthly debt repayments into one affordable payment.
021 204 4711 068 279 5951 info@debteezy.co.za www.debteezy.co.za
WESTERN CAPE
NCRDC1636
Wondering which Debt Counsellor to Approach?
0872382280 enquiries@payplansolutions.co.za www.payplansolutions.co.za
SUPPORT SERVICES
Tel: 012 346 1081 eMail: info@mfsa.net www.mfsa.net
TRAINING
Octavia Hlatshwayo 084 032 7640 octavia@olwazini.co.za Mpumalanga | Regus Business Centre Nelspruit 11 Van Der Merwe Street | Mbombela www.olwazini.co.za @olwaziniskillsdevelopment Training Provider Accreditation Number: BANK-Ozswn190123
Credit Life
Insurance
086 126 6562 debt@one.za.com www.one.za.com
You make money, your clients save money 087 109 1164 info@dccp.co.za www.dccp.co.za
INSURANCE BEST RATES IN THE INDUSTRY
50979
ONE Insurance Underwriting Managers (Pty) Ltd Reg No. 1996/008987/07. Authorised Financial Services Provider FSP8783 VAT No. 4370160501 Products underwritten by Old Mutual Alternative Risk Transfer Limited, a licensed Life Insurer.
LEGAL
Our experienced and passionate team offers comprehensive legal services, including debt counselling, to meet all your legal and financial needs.
(021) 200 5644 info@debryunlegal.co.za www.debruynlegal.co.za
Liddles & Associates
“If you do what you’ve always done, you’ll get what you’ve always gotten.” - Tony Robbins
(T) +27 87 138 3275 (E) quintin@liddlesinc.com www.liddlesinc.com
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 16th Floor, The Pinnacle Cnr Strand & Burg St Cape Town Tel: 021 202 1111, f: 021 425 0875 Email: roger@rmbrown.co.za
CONTACT Jus�n �an Der Linde 1st Floor Icon House 24 Hans Strijdom Street Cape Town 8001 079 6977 259 jus�n��dla�orneys.co.za
Assisting small to large debt counselling businesses with their legal applications on a National Scale. We pride ourselves on personal attention and service excellence. Levesh Govender Tel: 071 364 1475 eMail: levesh@lglaw.co.za
Accountability Group wendy@accountability.co.za
Bitventure Consulting compliance@bitventure.co.za
CREDIT BUREAUS
Get your Credit Report Here
Blue Oak Systems enquiry@blueoak.co.za
Cession Central For Credit Bureau Services for Debt Counsellors contact sumein@vccb.co.za 087 150 3601 087 803 4798 www.vccb.co.za
admin@cession.co.za
Clearscore regulatory@clearscore.co.za
Clicknhire christiel@clicknhire.co.za
Consumer Profile Bureau marina@cpbonline.co.za
Credit Gateway compliance@creditgateway. co.za
Credit Bureau Association
Cred-IT-Data Online Holdings bureau@creditdata.co.za
South African Fraud Prevention Service NPC
CreditWatch marina@cpbonline.co.za
info@cba.co.za www.cba.co.za 011 867 2234 maigoshians@safps.org.za www.safps.org.za
CrossCheck Information Bureau marina@crosscheckonline. co.za
Effective Intelligence sardagh@e-intelligence.com
Managed Integrity Evaluation
ThisisMe juan@thisisme.com
marelizeu@mie.co.za
Fides Cloud Technologies
Maris IT Development
craig@fidescloud.co.za
marius@marisit.co.za
Finch Technologies chris@finchinvestments.co.za
TPN Group
National Validation Services
michelle@tpn.co.za
Trans Africa Credit Bureau clintonc@transafricacb.co.za
info@nvs-sa.co.za
I-Bureau Services abrie@ibureau.services
IDR South Africa
Octagon Business Solutions
sonya@ifacts.co.za
DavidD1@tcriskservices.co.za
gregb@octogon.co.za
shane@v-report.co.za
iFacts
Transaction Capital Credit Health
VeriCred Credit Bureau Omnisol Information Technology info@verifyid.co.za
sumein@vccb.co.za
WeconnectU johann@weconnectu.co.za
Inoxico support@inoxico.com
Payprop Capital johette.smuts@payprop.co.za
Zoia Consulting sipho@dots.africa
Kudough Credit Solutions
PBSA seanb@PBSA.CO.ZA
chrisjvr@kudough.co.za
Right Cover Online Lexisnexis Risk Management kim.bastick@lexisnexis.co.za
Lightstone
cto@rightcover.co.za
Searchworks 360 skumandan@searchworks360. co.za
chrisb@lightstone.co.za
Loyal1 tshepiso@loyal1.co.za
Smart Information Bureau info@smartbureau.net
PAYMENT DISTRIBUTION AGENCIES
NCR Registered Payment Distribution Agency: NCRPDA2
COLLECTNET +27 12 140 0602
Hyphen PDA 011 303 0060
Tel: 044 873 4530 Email: pda@dcpartner.co.za
012 004 2888
SYSTEM PROVIDERS
Debt Counselling / Debt Review Completion Debt Review Clearance Certificates
Why Us? We pledge to deliver the utmost in client service and act with the highest standards of integrity. Visit our social networks for more information. info@ndrc.org.za www.ndrc.org.za NCR Registration No: NCRDC3106
FINWISE - INNOVATIVE DEBT M
MAXIMUS Tel: 011 451 0041 Tel: 0860 072 768
Debt Review Software Tel: 016 004 0031
South Africa’s premier debt management solution Tel: 044 873 4530 www.finwise.biz
•
•
•
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•
‘’ I was pleasantly surprised by our experien new system is intuitive and e Debt counsellor Eas
DEBT REVIEW NIMBLE GROUP
CONTACT DETAILS January 2022
Dear Debt Counsellors, RE: THE NIMBLE GROUP DEBT REVIEW CONTACT DETAILS AND ESCALATION PROCESS.
This letter serves to communicate to the Credit industry to use the following contact details for the Nimble Group when processing Debt Review related applications, enquiries, queries and, complaints escalation process. Kindly take note Nimble Group hereby consents to service all legal documents applicable to Debt review herein by way of email.
Email & Task Type
Contact Details
Forms 17.1 and 17.7
drcob@nimblegroup.co.za
Forms 17.2, Proposal Summaries, Cascade plans & Court orders
drproposal@nimblegroup.co.za
Forms 17.2 Rejection, 17.W & Form 19
drtermintation@nimblegroup.co.za
Forms 17.3, General queries, settlements, balance, refunds, statements, Paid up letter request & reckless lending allegations, payment allocation queries & Complaints
drqueries@nimblegroup.co.za
DEBT REVIEW INBOUND CONTACT NUMBERS:
1st line escalation
+27 87 250 5533 +27 21 8300 711
Aletta Tokollo Molelekeng Debt Review: Team Manager D: +27 11 285 7247 E: AlettaM@normanbissett.co.za
DEBT REVIEW ENQUIRIES ESCALATION MANAGEMENT ORDER CONTACT DETAILS Kindly note that escalations must only be done once you have sent your request to the above-mentioned contact email addresses and if your requests are out of SLA in lieu Debt Review forms response business days stipulated in the NCR Act.
Kind Regards,
2nd line escalation Denvor Rank Operations Manager: Process Recoveries O: +27 21 830 0750 (Ext. 6062) E: denvorr@nimblegroup.co.za
3rd Line escalation Zivia Koff Specialised Process Manager D: +27 21 492 4554 E: ziviak@nimblegroup.co.za
Denvor Rank Operations Manager: Process Recoveries
We trust this communication finds you well and that it will improve our service to you.
RE: CAPITEC COMMUNICATION CHANNELS AND ESCALATION PROCESS It is of utmost importance that debt review documentation is sent to the correct email address to ensure timeous feedback and action.
CAPITEC BANK CONTACT DETAILS
Further to the above, please ensure that only the channel email address applicable to the documents being submitted is used. Sending emails to multiple email addresses will result in a delay or even no feedback or action. Table 1: Debt Review communication channels 1
Channel Form 17’s
2 3
Proposals Court documents
4 5
Terminations General enquiries
6
Refund / Debit Order Cancellation requests
7
Insurance Certificates Substitutions and Certificates Reckless Lending Queries
8 9
Credit Insurance Claims
10
PDA Payment allocations Share Call Contact number
11
Description All Forms 17’s / Clearance Certificates All Proposals All Court documents (Notice of Motion’s / NCT applications / Orders) Termination queries General Debt Review Enquiries (inlcuding updated COB requests) Debt Review Refund Requests and Cancellation of Debit Orders
E-mail address ccsforms17@capitecbank.co.za
Insurance Certificates Substitutions and Certificates Allegation of reckless lending and document requests All credit insurance claims PDA payments received and allocated
insurancepolicies@capitecbank.co.za
ccsproposals@capitecbank.co.za ccsdebtrevieworders@capitecbank.co.za
debtreviewterminations@capitecbank.co.za ccsdebtreviewqueries@capitecbank.co.za ccsrefundrequests@capitecbank.co.za
ARL@capitecbank.co.za CreditInsuranceClaims@capitecbank.co.za ccsdebtreviewpaymentqueries@capitecbank.co.za 086 066 7783 Option 2
Table 2 contains our escalation process should you have not received feedback within SLA’s. Please ensure that the order of escalation is followed and refrain from sending your escaltion to multiple email addresses.
086 066 7783
Page 2 of 2
CAPITEC BANK ESCALATION CHANNELS Table 2: Debt Review escalation channels Order of Person Escalation Forms 17s, Court documents
Designation
E-mail address
Team Leader: Debt Review (Court Orders/Forms/Inclusions) Manager: Debt Review Manager: Process Recoveries
1 Jolene Pieters JolenePieters@capitecbank.co.za 2 Cindy Mauritz CindyMauritz@capitecbank.co.za 3 Carolina Visser CarolinaVisser@capitecbank.co.za Proposals 1 Meghan Bruiners Team Leader: (Proposals) MeghanBruiners@capitecbank.co.za 2 Cindy Mauritz Manager: Debt Review CindyMauritz@capitecbank.co.za 3 Carolina Visser Manager: Process Recoveries CarolinaVisser@capitecbank.co.za General Enquiries, Refund/cancellation requests, Termination queries, Updated COB’s, Payment queries 1 Nathan Slaverse Team Leader: Enquires Nathanslaverse@capitecbank.co.za 2 Carolina Visser Manager: Process Recoveries CarolinaVisser@capitecbank.co.za Insurance replacements 1 Mfundo Xaba Officer: Market Conduct MfundoXaba@capitecbank.co.za Oversight 2 Dries Olivier Manager: Market Conduct and DriesOlivier@capitecbank.co.za Oversight Reckless Lending Queries 1 Whitney Jardine Team Leader: Recoveries Risk WhitneyJardine@capitecbank.co.za Support 2 Zayaan Jurgens Manager: Recoveries Risk ZayaanJurgens@capitecbank.co.za Support Credit insurance claims 1 Grant Griffith Team Leader: Insurance GrantGriffiths@capitecbank.co.za Jessica Rademeyer Claims JessicaRademeyer@capitecbank.co.za Kanyisa Mbiza KanyisaMbiza@capitecbank.co.za 2 Brigitte October Performance Manager BrigitteOctober@capitecbank.co.za Insurance Claims Telephonic queries lodged 1 Laetitia Pretorius Team Leader: CCS Queries LaetitiaPretorius@capitecbank.co.za 2 Tracey Govender Manager: Recoveries TraceyGovender@capitecbank.co.za Administration
Sincerely, The Debt Review Team
086 066 7783
0861 111 525 For more information about the escalation process please contact the call centre
17.1, 17.2, Proposals, General correspondence: debtcounselling@africanbank.co.za To register for Legal Web Access: lwac@africanbank.co.za
debtcounselling@africanbank.co.za Reckless Lending investigations: RLA@africanbank.co.za
For more information about the ESCALATION PROCESS escalation process please contact DETAILS COMING SOON the call centre
0860 111 2265 For more information about the escalation process please contact the call centre
0861 005 901
ABSADebtReviewDoc
Authorised Financial Services Provider and a registered credit provider (NCRCP7) Absa idirect’s FSP 34766 Absa Insurance Company’s FSP 8030
cuments@absa.africa
debtreviewqueries@absa.co.za
DC QUERY PROCESS NEDBANK DRRS Debt Counselling Query Resolution Contact Points and Escalation Process
Email submissions (Level1) Email: DebtCounsellingQueries@nedbank.co.za
To be used as a first point of contact for all written communication
Call centre (Level 1: Alternative) Tel: 0860 109 279
To be used as a first point of contact for all telephonic communication
Attended to by Queries Specialist (Level 2: First Escalation) dcescalation1@nedbank.co.za
To be used only where no resolution is found from first point of contact after 5 business days
Attended to by Team Leader and Queries Specialist (Level 3: Second Escalation) dcescalation2@nedbank.co.za
To be used only where no resolution is found from the first escalation after 5 Business days
Attended to by Support and Escalation Manager (Level 4: Final escalation) nbdcescalations@nedbank.co.za
To be used only where no resolution is found from the second escalation after 5 Business days
www.nedbank.co.za
012 674 7000 For more information about the escalation process please contact the call centre
For updated consent to service documentation please contact the call centre.
Email & Task Type
Contact Details
17.1 ; 17.2; 17.W ; 17.5 ; 17.6 ; 17.7 17.3 Courts Reckless Lending Enquiries Clearance Certificates Customer Accounts & Terminations Complaints Refunds DreX Portal Access & Queries Proposals
applications@consumerfriend.co.za 17.3@consumerfriend.co.za courts@consumerfriend.co.za recklesscredit@consumerfriend.co.za clearance@consumerfriend.co.za customeraccounts@consumerfriend.co.za complaints@consumerfriend.co.za refunds@consumerfriend.co.za drexsupport@consumerfriend.co.za proposals@consumerfriend.co.za
drexsupport@consumerfriend.co.za chantell@upstreamgroup.co
Turn-Around Times 5 Business Days 10 Business Days 5 Business Days 15 Business Days 10 Business Days 5 Business Days 2 Business Days 60 Business Days 5 Business Days 10 Business Days
Contact Details For Escalations yogeshnee@consumerfriend.co.za traceyjo@consumerfriend.co.za tusani@consumerfriend.co.za nirvana@consumerfriend.co.za traceyjo@consumerfriend.co.za yogandreen@rebinc.co.za maheshree@consumerfriend.co.za suegendrie@consumerfriend.co.za tebogol@consumerfriend.co.za tracey@consumerfriend.co.za
