Debt Care Preventing Exit from Debt Review Due to Unobtainable Documentation

I am formally raising a serious concern regarding the conduct and lack of assistance received from Debt Care in relation to my attempt to exit debt review.

Despite my full cooperation and continuous efforts over several months, I am currently being prevented from exiting debt review due to documentation that is not reasonably obtainable in practice.

Debt Care has confirmed in writing that:

Only creditor-issued prescription or paid-up letters will be accepted A sworn affidavit will not be accepted A credit report will not be accepted No alternative form of proof will be considered I must pursue the creditors myself

This position has effectively placed me in an impossible situation.

I have made multiple attempts to obtain the required documentation from the relevant creditors. In one instance, I was successful, which clearly demonstrates my willingness to comply. However, the remaining creditors are either non-responsive or unwilling to provide the requested letters.

Despite this, Debt Care has refused to provide any practical guidance or alternative solution, and I am being required to meet conditions that are beyond my control.

What is particularly concerning is that:

I am being instructed to deal with creditors independently, despite being under debt review No assistance is being provided to resolve the matter The process is being app**** rigidly without consideration of real-world limitations I remain under debt review solely due to the inability to obtain documents that creditors will not issue

This raises serious concerns regarding the level of assistance and guidance being provided, especially considering that a debt counsellor is expected to assist a consumer throughout the process, including facilitating exit where appropriate.

I have escalated this matter to the National Credit Regulator (NCR), as I believe it is unreasonable to prevent a consumer from exiting debt review due to documentation that cannot be obtained in practice, while no alternative process is offered.

At present, I remain willing to comply with all reasonable requirements. However, I cannot comply with requirements that are not achievable.

I trust that this matter will now receive urgent attention from senior management, and that a practical and fair resolution will be provided without further delay.