Debt Counsellor Deregistered? How to Get Your Clearance | Debt365
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Home › Blog › Leaving Debt Review
Your Debt Counsellor Deregistered or Went Silent? How to Still Get Your Clearance
By Chris Shumba, Registered Debt Counsellor (NCRDC2403) · Updated 3 October 2026 · 5 min read
Quick answer: If your debt counsellor has deregistered, closed or stopped responding, you can transfer your debt review to another NCR-registered debt counsellor at any stage. The new counsellor sends a power of attorney and Form 17.7 notice, takes over your file, reconciles your accounts and can issue your Form 19 clearance certificate once you qualify.
Who this is for: Consumers whose debt counsellor is unreachable, deregistered, lapsed or has closed down.
Key takeaways
You have an unconditional right to change debt counsellors at any stage.
- A transfer should be completed within 7 business days once documents are in.
- The new counsellor may not charge application, restructuring or legal fees you have already paid.
- Your debt review continues where it left off; the process does not restart.
Your right to transfer
Debt review belongs to you, not to your debt counsellor. Industry guidance confirms that consumers have an absolute and unconditional right to change debt counsellors at any stage, without giving reasons or asking the current counsellor’s permission. That right is your way out when a counsellor:
- has deregistered or let their registration lapse,
- has closed or been sold,
- is not responding to calls, emails or WhatsApps, or
- is refusing or failing to issue your clearance certificate.
First, check your counsellor’s status
Search the NCR’s register of registered debt counsellors using their name or NCRDC number. The NCR also publishes lists of lapsed and cancelled debt counsellors, and has issued guidance on transferring consumers whose counsellor has lapsed or been deregistered.
What you find What it means What to do
Registered and active Counsellor is legally able to act Send a written request (see Letter A); transfer if no response in 7 days
Lapsed or cancelled Counsellor can no longer act for you Transfer to a registered counsellor
Not on the register at all Possibly never registered Transfer, and report to the NCR
How a transfer works
- Choose a new NCR-registered debt counsellor and check their number on the register.
- Sign a power of attorney for the new counsellor.
- The new counsellor sends Form 17.7 to the old counsellor and to all your credit providers.
- The old counsellor hands over your file. They may only delay for missing required documents or for unpaid fees for work already done.
- The new counsellor takes over within about seven business days once the documents are in. Your debt review continues from where it was; the 60-business-day period does not restart.
What you should not pay twice
Under the transfer guidance, the receiving counsellor may not charge application, administration, restructuring or legal fees you have already paid. Unused fees should be refunded, and outstanding fees for completed work may need to be settled. If someone asks you to “start again” with a new restructuring fee for a plan that already has a court order, ask why in writing.
Getting your clearance after the transfer
Once the new counsellor holds your file, they:
- reconcile every account in your court order,
- request paid-up letters where needed,
- issue your Form 19 within seven days of you qualifying, and
- file it with the NCR and all credit bureaus.
If the old counsellor’s records are incomplete, the new counsellor rebuilds the history account by account. This can take a little longer, but it is the only lawful route to a valid certificate. See the Form 19 guide.
A worked example
Lindiwe in Soweto finished paying in March. Her counsellor’s phone went unanswered for two months, and the NCR register showed the registration had lapsed. She signed a power of attorney with a new registered counsellor in June. Form 17.7 went out the same week. The new counsellor reconciled her six accounts, obtained two missing paid-up letters and issued her clearance certificate in July.
Also report it
If a counsellor abandoned clients or is not registered, report it to the NCR: 0860 627 627 or complaints@ncr.org.za. Your report helps protect other consumers. If you suspect you were placed under debt review without consent in the first place, read what to do about fraudulent placement.
How Debt365 can help
Debt365 is an NCR-registered debt counsellor (NCRDC2403) operating nationally through WhatsApp. If your counsellor has gone silent, we can take over your file through the standard transfer process, reconcile your accounts and, once you qualify, issue and file your clearance certificate.
Frequently asked questions
What happens if my debt counsellor is deregistered?
Your debt review does not simply end. You can transfer your file to another NCR-registered debt counsellor, who takes over the process from where it was and can issue your clearance certificate once you qualify. The NCR has also issued guidance on transferring consumers of lapsed and deregistered counsellors.
Can I change my debt counsellor?
Yes. Consumers have an absolute and unconditional right to change debt counsellors at any stage, without giving reasons. The new counsellor handles the transfer using a power of attorney and Form 17.7.
Will I pay fees again if I transfer debt counsellors?
The receiving counsellor may not charge application, administration, restructuring or legal fees you have already paid. Fees for work the old counsellor completed may need to be settled, and unused fees should be refunded.
How long does a debt review transfer take?
Industry guidance says a transfer should be completed within seven business days once the required documents are submitted. The 60-business-day period does not restart.
How do I check if my debt counsellor is still registered?
Search the NCR’s online register of registered debt counsellors using the counsellor’s name or NCRDC number. The NCR also publishes lists of lapsed and cancelled registrations.
Speak to a registered debt counsellor
Stuck with a counsellor who has disappeared? WhatsApp Debt365 (NCRDC2403). We can take over your file through the standard transfer process.
- WhatsApp: WhatsApp 076 982 2112
- Call: 087 012 6412
- Email: help@debt365.co.za
Debt 365 Solutions is an NCR-registered debt counsellor (NCRDC2403) helping South Africans nationwide through a WhatsApp-first process. Learn more about our lawful debt review removal service.
Sources
Last reviewed: 3 October 2026. Reviewed by Chris Shumba, Registered Debt Counsellor, Debt 365 Solutions (NCRDC2403).
This article is general information based on the National Credit Act and NCR guidance. It is not legal advice for your specific situation. Speak to a registered debt counsellor or attorney about your circumstances.
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