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Challenge Report

Follow the process below to ensure that your TransUnion Credit Report is accurate.

You have the option to either contact the TransUnion Call Centre on 0861 886 466 to lodge your challenge or you can submit your challenge online.

If you choose to submit your request online, please note the following:

  • Confirm that your challenge is valid. Get your latest TransUnion Credit Report (less than 3 months old) to ensure that the information appears on your TransUnion Credit Report.
  • Complete the Challenge Form, selecting the applicable areas that you are challenging within the dispute and query list
  • After submiting the Challenge Form a TransUnion call centre agent will contact you within 48 hours and give you a TransUnion reference number
  • Once you have a TransUnion reference number, submit all supporting documentation around your challenge, proof of id as well as proof of address to TransUnion on Fax: 086 675 2667 (please include your TransUnion reference number on all documents)


The TransUnion investigation process includes:

  • The challenged information will be logged as disputed for 20 business days whilst the information is investigated
  • If you apply for credit during this time, credit/service providers will see that there is a challenge on your TransUnion Credit Report, but will not be able to view the challenged information during the investigation period
  • TransUnion contacts the data provider that reported the information and asks the credit/service provider to provide credible evidence to support the information in question.
  • TransUnion will notify you of the outcome of the challenged information once the investigation is completed. If any changes occurred on your credit report, you will receive an updated credit report

 
 
What is a dispute?
  • A dispute is a challenge to the accuracy (correctness) of information appearing on your credit report.
What is a query?
  • A query relates to the content of information on your credit report and is not a challenge to the accuracy of information on your credit report.
What mandatory documentation is required in order to lodge a challenge?
  • You are required to supply proof of ID (such as RSA identity document, current valid passport, or drivers license ) and proof of address (Utility bill ,a council tax bill, income tax form, letter from employer if living on employers property, letter from tribal chief, letter from civic organization, account statements, bank statements, lease/rental agreement, mortgage statement and valid television or motor vehicle license)
What happens if the credit/service provider cannot verify the information?

  • If the credit/service provider cannot verify the information, it will be removed from your credit report based on the information and documents that you have provided. An updated credit report will be sent to you at no cost.
What happens if the credit provider does not respond in 20 business days?
  • If the credit/service provider does not respond within 20 business days, then the information will be updated/removed based on the documents and evidence that you have submitted and an updated credit report will be sent to you at no cost.
What happens if the credit provider verifies the information as valid?
  • If the credit/service provider verifies the information then the information will remain on your credit report and you will not receive an updated credit report. You will be notified via preferred method (phone or email) that the information was verified as being accurate.
Can I submit more than one dispute and query?
  • Yes, you may submit more than one dispute or query. If you log your dispute online via the Challenge Form, please select all categories within the dispute and query breakdown that you want to challenge. TransUnion will investigate all information that has been challenged and provide you with an outcome on each element.
What if I disagree with the results of an investigation?
  • If you are not satisfied with the outcome of the investigation the first escalation point to contact is the office of the Credit Information Ombud (CIO) on 0861 662 837 or visit www.creditombud.org.za. The second escalation point, if you are still not satisfied, is the National Credit Regulator on 0861 627 627 or visit www.ncr.org.za
What happens after you have completed the challenge form?
    • An automated process is in place that sends your completed form to our Consumer Customer Support Contact Centre. 
    • An agent receives your form, reviews your enquiry and contacts you to get more information and advises you of required documentation (proof of Identity and proof of residence)
    • You will receive a call within 48 hours and will be provided with a reference number
Why do we need proof of residence and proof of identity?
  • TransUnion wants to ensure that we protect your privacy and only give you YOUR information in order to do this we require these documents as verification
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