Still Under Debt Review After Paying? Do This (With Letters) | Debt365
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Home › Blog › Leaving Debt Review
Paid Up but Still Under Debt Review? Why It Happens and the Letters That Fix It
By Chris Shumba, Registered Debt Counsellor (NCRDC2403) · Updated 3 October 2026 · 6 min read
Quick answer: If you have paid all your debts but still show as under debt review, your debt counsellor has usually not yet issued or filed your Form 19 clearance certificate, or one account has not been reconciled. Request the certificate in writing, supply paid-up letters, check the Debt Help System status and, if needed, dispute with the bureaus or complain to the NCR.
Who this is for: Consumers who have finished paying their debt review but whose credit reports still show the flag.
Key takeaways
Paying your debts and being cleared from debt review are two separate steps.
- The most common blockers are an unissued Form 19, an unreconciled account or aftercare arrears.
- Your counsellor has 7 days to issue the certificate once you qualify and 7 days to file it.
- You can escalate to the credit bureaus, the NCR and the National Consumer Tribunal.
Paying off and being cleared are two different things
When your last instalment clears, you have done your part of the deal. But the debt review flag is only removed once a registered debt counsellor issues a Form 19 clearance certificate under section 71 of the National Credit Act and files it with the NCR and all credit bureaus. Until that happens, you can be debt-free on paper and still be “under debt review” on every credit check.
The six most common reasons you are still flagged
# Cause How to spot it Fix
1 Form 19 not issued yet Counsellor has not confirmed a certificate number or date Written request (Letter A below)
2 One account not reconciled A small balance remains: interest, legal fees, an insurance premium Ask for a full per-account reconciliation
3 Missing paid-up letter You settled an account directly Send the creditor’s settlement letter to your counsellor
4 Aftercare fees in arrears PDA statement shows unpaid counsellor fees Settle the arrears; aftercare stops after clearance
5 Certificate issued but not filed You have the certificate, but the Debt Help System still shows D4 or C Ask for proof of upload; you may file it with the NCR yourself
6 Counsellor deregistered or unreachable Calls and emails unanswered Transfer your file; see when your debt counsellor has gone silent
The DCASA points out a common misconception here: clearance is checked per credit agreement, not per creditor. If one bank had two accounts in your plan, both need to be at zero and verified.
Your escalation path, step by step
- Get your evidence together: your latest PDA statement, every paid-up letter you have, and a fresh credit report from at least one bureau.
- Send Letter A to your debt counsellor (template below). Ask for the certificate or a written list of what is outstanding.
- Wait 7 days. Section 71 gives the counsellor seven days to issue the certificate once you qualify.
- No response or a refusal? Lodge a complaint with the NCR (0860 627 627, complaints@ncr.org.za) and consider transferring your file to another registered counsellor.
- Certificate issued but bureaus not updated after two to three weeks? Send Letter B to each bureau that still shows the flag. See how long each bureau takes.
- Counsellor still refusing to issue the certificate? Apply to the National Consumer Tribunal for a review under section 71.
Letter A – to your debt counsellor
Subject: Request for Form 19 clearance certificate – [Your full name], ID [ID number], DC ref [reference]
Dear [Your debt counsellor’s name], NCRDC[number],
My final debt review payment was distributed by [PDA name] on [date]. I attach my latest PDA statement and paid-up letters for the following accounts: [list].
I believe I now meet the requirements of section 71(1) of the National Credit Act. Please issue my clearance certificate (Form 19) within seven days, as required, and file it with the National Credit Regulator and all registered credit bureaus.
If you believe any amount remains outstanding, please send me a written per-account reconciliation showing the account, the balance and what is required to settle it.
Kind regards, [Name] · [Cell] · [Email]
Letter B – to a credit bureau
Subject: Dispute – incorrect debt review status – [Your full name], ID [ID number]
I dispute the debt review status on my credit report. A clearance certificate (Form 19) was issued on [date] by [debt counsellor name, NCRDC number] and is attached. Section 71 of the National Credit Act requires the debt re-arrangement record and related information to be removed once the certificate is received.
Please investigate, correct my record and confirm the outcome in writing.
Kind regards, [Name] · [Cell] · [Email]
Credit bureaus must investigate disputes, generally within 20 business days. Keep copies of everything you send.
A worked example
Pieter from Polokwane paid his last instalment in April. In July his bank declined a vehicle finance application because he was “under debt review”. His counsellor’s reconciliation showed a R312 balance on a store account: an insurance premium that had been added after the account was restructured. Pieter paid the R312, sent the paid-up letter, and his counsellor issued Form 19 eight days later. His report updated within three weeks.
The bottom line
If you are paid up but still flagged, the problem is almost always paperwork, not your payment history. Ask for the certificate in writing, close any tiny balances, and escalate step by step. You should never have to pay a large fee to get a certificate you have already earned. Read whether debt review removal is free if someone is asking you to pay.
Frequently asked questions
Why does my credit report still say debt review after I paid everything?
Usually because your Form 19 clearance certificate has not been issued or filed, one account still has a small balance or missing paid-up letter, aftercare fees are behind, or the credit bureau has not yet processed the certificate.
How do I force my debt counsellor to issue a clearance certificate?
Request it in writing with your proof of settlement. If the counsellor refuses or fails to issue it, you can apply to the National Consumer Tribunal for a review under section 71, lodge a complaint with the NCR, or transfer to another registered debt counsellor.
Can I dispute my debt review status directly with a credit bureau?
Yes. You can lodge a dispute with each bureau, attaching your clearance certificate or paid-up letters. Bureaus must investigate disputes, generally within 20 business days. The bureau cannot remove the flag without a valid clearance certificate on the system.
I settled an account directly with the creditor. Does that count?
It can, but your debt counsellor must verify it. Send them the creditor’s paid-up letter or settlement confirmation so the account can be reconciled for your clearance certificate.
Speak to a registered debt counsellor
Paid up but still flagged? WhatsApp us your PDA statement and a recent credit report. We’ll pinpoint what is holding up your clearance.
- 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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