Prepare the essentials
Use your agreement reference, a brief timeline, the relevant payment or message reference and the outcome you want. Share supporting records only through the verified secure channel. Do not include PINs, passwords or OTPs.
First contact the provider
Ask for written acknowledgement and the applicable response timeframe. Keep the original complaint and replies. If the matter is unresolved, ask for the provider’s final response and the appropriate escalation route.
For a ClearRand concern, email support@clearrand.co.za and explain the outcome you are asking for. Ask the team to confirm the response timeframe. This page itself does not submit a complaint.
External guidance
The National Credit Regulator provides information on credit-related concerns. The correct external body can depend on the provider and subject of the complaint; verify the current route before sending records. Privacy concerns may involve the Information Regulator.