******** Default Listing, Mishandled Claim & Breach of Consumer Rights – Rentoza & Accountability Group

I am deeply disappointed with the ongoing mishandling of my account by both Rentoza and Accountability Group (Pty) Ltd, and I am now forced to escalate this matter publicly due to continued inaction and what I believe to be ******** practices.

In November 2023, I was the victim of a violent armed *******, during which an iPhone 8 leased from Rentoza was ******. Following this traumatic event:

A valid insurance claim was submitted.

I was instructed to pay an excess, which I did.

The claim was subsequently declined (due to it being a so-called “buy-out month”), yet I was offered an upgrade to a Samsung Galaxy A54.

The excess I paid was reallocated as the first installment toward the new device.

Despite Rentoza being fully informed that the iPhone 8 was ****** and never recovered, I continue to be harassed for its return or payment, and a default listing has been placed on my name — which is unjustified, inaccurate, and in violation of the National Credit Act (NCA).

Additionally, I am still waiting for:

A clear explanation from Keketso Moshodi as to why this default was ever listed.

A response from Khonani Nethengwe regarding the rejection of my valid claim, despite clear policy communication that contradicts the reason given.

Action from Accountability Group, who have failed to remove this listing — even though their own system allows for immediate removal.

The mishandling of this situation is symptomatic of a larger issue within Rentoza’s operations:

The buyout process is flawed, leaving customers misinformed and penalized despite following the process in good faith.

The support structure fails to resolve disputes or acknowledge valid complaints within reasonable timeframes.

Clients are promised resolutions that never materialize.

Legal & Regulatory Breach Under the National Credit Act:

Section 72(1)(c) allows me to dispute any inaccurate listing.

Section 72(3)(b) & Regulation 19(10) require the listing to be removed within 5 business days if no supporting documentation is provided — which to date, has not been.

Furthermore, this default negatively affects my ability to access credit — especially critical now as I prepare to apply for a business loan. I am also considering legal action for reputational damage, financial prejudice, and emotional distress.

My Demands: Immediate removal of the default listing from all credit bureaus.

A formal written confirmation that my profile has been corrected.

A proper investigation into the mishandling of my claim and harassment.

Accountability from both Rentoza and Accountability Group for their failure to comply with lawful credit listing procedures.

If this matter is not resolved urgently, I will lodge formal complaints with:

The National Credit Regulator

The Council for Debt Collectors

The Information Regulator

And will seek legal recourse.

I have attached all supporting documents, emails, and confirmations. I urge both companies to treat this complaint with the urgency and seriousness it requires.

Shantelle Malone