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FAQ’s – CONSUMERS

Is Consumer Friend a credit provider?

Consumer Friend is not a registered credit provider. We act on behalf of a number of credit providers by providing a debt review service for them. We handle the entire debt review process on their behalf and will be liaising with your debt counsellor through the entire debt review process.

How do I sign-up to use the DReX consumer portal?

You can sign up to use DReX by clicking on the following link https://drex.consumerfriend.co.za/drex/Account/SelfSignUp and completing the online access form.

What are the benefits of using the portal?

The DReX consumer portal will allow you to access your accounts that are under debt review. You will be able to access the following:

  • Detailed Statements
  • Balances
  • Payments made
  • Important debt review documents
  • Option to pay directly
My debt counsellor has suspended my services, what do I do now?

When your debt counsellor suspends their services to you, they will not process your application any further. You will, however, remain within the debt review process. You will be able to view where you are within the debt review process by accessing DReX. You can approach another debt counsellor and ask that they transfer you to them to continue the debt review process. Remember to continue to make a payment towards your accounts so that you continue to receive the benefit of debt review, and to prevent your accounts from being terminated from debt review.

Can I still purchase on my account once I am under debt review?

Once you apply for debt review, you will not be allowed to purchase on your account. Section 88(1) of the National Credit specifically states that you may not incur any further charges on your account once you have applied for debt review.

Why is my balance with Consumer Friend different to the balance at the store?

Consumer Friend will reflect a balance in line with the debt review process. All concessions made and agreed on will be applied to your account. The credit provider (store) does not apply the concessions on their systems as they must report on the contractual obligations. Once you have paid up your account in line with your debt review obligations, any balance reflecting with the credit provider is written off.

Can Consumer Friend remove the debt review indicator from the credit bureau?

Consumer Friend cannot remove the debt review indicator from the bureau. When you apply for debt review, your debt counsellor will send an instruction to the bureau for a debt review indicator to be placed. Only your debt counsellor can remove the debt review indicator from the bureau.

What is the time frame to update the credit bureau?

Any update that is sent to the bureau, can take between 14 and 21 business days.

Why is my spouse's accounts blocked for debt review when only I applied for debt review?

If you are married in community of property, both you are your spouse will be placed under debt review. If your spouse does not want to be under debt review, and you are married in community of property, then you cannot apply for debt review.

I want to pay someone's account that is under debt review, please can I have the balance and banking details?

We are not able to provide information on a consumers debt review accounts to a 3rd party other than a debt counsellor. Should you require information on an account that is not yours, please advise the consumer to contact us for the information, alternatively ask the consumers debt counsellor.

What does it mean when my account is terminated from debt review?

Should we not receive any payments for 60 business days (3 months), we will terminate your account from debt review. Once your account is terminated, any concessions applied to your account will be removed and you will be liable for the full contractual obligations. We urge you to contact your debt counsellor once you are notified of the termination.

FAQ’s – DEBT COUNSELLORS

How do I sign-up to use the DReX consumer portal?

You can sign up to use DReX by completing this form “Link to download form” and sending it to dcdetails@consumerfriend.co.za

What are the benefits of using the portal?

The DReX portal will allow you to access your client’s accounts that are under debt review. You will be able to access the following:

  • Detailed Statements
  • Balances
  • Payments made
  • Important debt review documents

Having access to the DReX portal will allow you to access the consumers portfolio without the need to email or call us. As we manage the debt review portfolio for 9 credit providers, you will be able to action 9 accounts at one time.

Can my client's access DReX?

Yes! Your clients are able to access the DReX portal and have access to the following:

  • Detailed Statements
  • Balances
  • Payments made
  • Important debt review documents

We believe that this will reduce the number of requests to you for balances, statements and payment confirmation as they will be able to view this themselves. This allows you to focus on the debt review process and not spending your valuable time sending balances to your clients.

The bureau reflects "bad debt written off". Why is there still a balance due?

This status on the bureau means that the account in question has now charged off. This is an accounting transaction that occurs when an account has been in arrears for a few months. This does not mean the account is written off and no longer needs to be paid.

Can Consumer Friend update the credit bureau?

Consumer Friend cannot update the credit bureau because it is not a registered credit provider. Should the bureau need to be updated, please send an instruction to us and we will ensure our client updates the bureau accordingly.

Can an account be re-instated after it has been terminated?

In order for a terminated account to be re-instated, the arrears will need to be paid. Should the consumer not be at fault and did not wilfully neglect/refuse to pay, motivation must be supplied highlighting why the payments were not made.