FAQ

Why has my account been sold?

It is common for banks and other credit providers to sell accounts to professional and credible debt purchase companies like Shackleton. Your account will already have been through the bank’s debt collection process before coming to us. We have specialist teams who can help people with all kinds of financial difficulties, including issues arising from job loss or other problems. Our sole focus is on agreeing a repayment plan or settlement you can afford. Please call us on (033) 342 3645 and we can help.

How can I pay my outstanding account?

You can speak to one of our consultants directly by calling (033) 342 3645 or by using our online payment page.

Alternatively you can set up a debit order or make a payment via online banking. Shackleton’s bank details:

• Name: Shackleton Credit Management
• Bank: Nedbank
• Branch code: 197 905
• Account number: 1979 423 121
• Ref: [put your account number and name here]

How much will I have to pay?

We will agree a plan or a settlement that is realistic, affordable and reflects your current financial circumstances. Our consultants are trained to go through your finances with you to work out an affordable plan. They are also empowered to accept certain settlements that will help you immediately get back on track to be credit-active and debt-free.

 How much do I owe you?

If you have not received a letter from us detailing this then please call us and we will tell you on the phone what your outstanding balance is or send you the necessary correspondence. If you have received a letter it will explain whether we are either collecting your debt on behalf of one of our clients or on behalf of ourselves. This letter shows the amount that is legally owed. If you have any questions about this, please contact one of our customer advisers on (033) 342 3645.

Do I need to consult a financial advisor, accountant or attorney to deal with you?

You are welcome to appoint someone to deal with us on your behalf. We will however, in every case whether you appoint someone to assist you or not, treat you fairly, honestly and openly, so you are free to deal with us directly.

If you are struggling with your debt in general you may wish to contact a free and independent debt adviser to help you. You can find a list of those organisations here.

Will this debt affect my credit rating and credit profile?

Yes, any unpaid debt will probably make it difficult to get other loans or credit. It is likely that your original lender will have registered a default on your credit profile. Once you settle with us, we will update the companies that keep credit profile information – credit bureaux. Please contact us to set up a payment plan or settlement and start repairing your credit history.

Please note that the credit bureaux are independent from Shackleton, they are separate companies from us and we receive no income or fees from them. They are also regulated separately by the National Credit Regulator www.ncr.org.za) and their own body, the Credit Bureau Association (CBA)(www.cba.co.za).

How can I repair my credit profile in relation to this account?

Once your debt is cleared the account will be marked as satisfied or partially satisfied depending on how you settled it.

 How can I obtain a copy of my credit profile?

We do not hold a copy of your credit file. You can get a copy from the various credit bureaux. There are a number of credit bureaux in South Africa, including:

Transunion:     tel: 086 148 2482

email: webadmin@transunion.co.za

website: www.transunion.co.za

Experion:         tel: 086 110 58665

email:

website: www.experian.co.za

All individuals are entitled to1 free credit check annually.

This is not a full list of all the credit bureaux in the country, but you should be able to get a full list from the Credit Bureau Association (CBA):

Credit Bureau Association:     tel +27 (0)11 463 8218

email: enquiries@cba.co.za

website: www.cba.co.za

 Who regulates Shackleton?

Shackleton is a member of the Council for Debt Collectors and is also regulated by the National Credit Regulator (NCR) under the National Credit Act. In addition, if Shackleton uses attorneys for any legal collection work, it makes use of the registered law firm Lynn & Main Incorporated. This firm of attorneys is regulated by the relevant Law Societies of South Africa.

What if I lose my job or I am unwell or someone dies and I have difficulty paying?

We recognise that people sometimes go through difficulties which impact on their finances. We take this into account when making repayment arrangements with you. It is only when people are in a financial position to pay us but try to avoid paying their debts, or hide their true financial position, that we are then forced to take legal steps against them. We have specialist teams to help you through your difficult times without acrimony. Please call us on (033) 342 3645 to talk to a member of the team or contact us another way.

Will you take legal steps against me?

Pursuing legal action is not a win-win situation because it wastes time and costs for both you and us. In addition, legal steps are stressful and confrontational. We are only forced to take legal steps when people do not co-operate with us, or they ignore us, or they are not truthful about their financial position, or it is necessary for us to prevent the debt from prescribing. We would rather work with you to find a win-win situation without need for legal steps, but that lies in your hands whether you co-operate and are truthful. If we take legal steps then it is in conjunction with our legal services provider – Lynn & Main Incorporated.

This is not my debt, what shall I do?

If you do not recognise the account we have written to you about please call our team on 033 342 3634 and we will investigate.

How do I submit a complaint?

Shackleton Credit takes all complaints seriously. If you believe that the person in our employ to whom you have complained has not satisfactorily addressed your complaint, please escalate the complaint to that person’s manager. If you thereafter believe that your complaint has not been resolved to your satisfaction, please submit your complaint by:

• going online and completing the relevant details on the “Contact Us” page and clicking on send; or
• writing to The Complaints Manager, PO Box 13764, Cascades, 3202; or
• emailing collections@lmb.co.za

PLEASE NOTE THAT ALL COMPLAINTS SHOULD BE HEADED “Complaints” and should include account deails as well as your ID Number; and relevant information relating to the account and the nature of your complaint.

After you have followed the above process, and if you remain unsatisfied, you are at liberty to contact the following Regulatory Bodies:

National Credit Regulator
Website: www.ncr.org.za

Council for Debt Collectors
Website: www.cfdc.org.za

Credit Ombudsman
Website: www.creditombud.org.za

Please be assured that Shackleton Credit will do its utmost to address your complaints to your satisfaction.