Formal Complaint Against XDS / Splendi for ******** Re-Aging and Incorrect Reporting of Written-Off Accounts (Lewis Stores)

Dear Sir/Madam,

I hereby lodge a formal complaint in terms of Section 136 of the National Credit Act (NCA) and the Credit Bureau Regulations against XDS / Splendi for ******** and misleading reporting of three Lewis Stores accounts.

This complaint includes an additional, serious breach: XDS displayed the same accounts simultaneously as “Written-Off” AND “Active/In Arrears,” which is factually and legally impossible under the NCA and CBA Data Code.

1. ACCOUNTS IN QUESTION Lewis Stores accounts listed on 22 November 2024 as: R33 118 – Written Off R15 072 – Written Off R29 609 – Written Off These were recorded as “W – Bad Debt Written Off” for 12 months.

2. RETENTION PERIOD EXPIRED ON 22 NOVEMBER 2025 In terms of Regulation 17(1) of the Credit Bureau Regulations:

“Adverse information, including written-off listings, may only be retained for 12 months from the date of listing.”Thus:

✔ Legal expiry date: 22 November 2025 ✔ Written-off entries must be removed entirely ✔ Accounts must be marked Closed Other bureaus, including Experian, app**** this correctly. 3. SERIOUS LEGAL BREACH – DUAL STATUS (“DOUBLE REPORTING”) XDS / Splendi committed a major breach of NCA reporting standards by presenting the accounts as:This violates:

▪ NCA Section 70(2)(d) – data must be accurate and reflect the true legal status ▪ NCA Regulation 19(4) – credit bureaus must reject inconsistent data ▪ CBA Data Code of Conduct – final status codes cannot co-exist with active arrears ▪ Principle of Data Integrity under Section 68 A credit account cannot legally be BOTH:A “W – Written Off” status is a final, terminating status Once a creditor writes off a debt: 4. XDS THEN REMOVED THE “WRITTEN OFF” STATUS, BUT *******LY LEFT THE ACCOUNTS AS ACTIVE/IN ARREARS When the retention period expired: Experian correctly removed the adverse information and closed the accounts. XDS removed the “Written Off” flag BUT *******LY re-aged the debt and marked the accounts as Active & In Arrears. I have few points here: Bureaus may not revive expired written-off debt, Bureaus may not re-age closed accounts, Bureaus may not reflect arrears on terminated credit agreements, This behaviour is prohibited by NCA Section 71(2) – outdated information must be removed and CBA Final Status Code Rules – W (Written Off) cannot revert to Active, I now appear to have active arrears on accounts that should be closed. I request Immediate correction of my XDS/Splendi profile Remove all Lewis Stores entries entirely mark accounts as Closed (consistent with retaining rules). although Mimi had assured me that the adverse “Written Off” listings would be removed on 23 November 2025, the correction was only partially completed, and the accounts continue to reflect active and in arrears, which is ******** and inconsistent with the National Credit Act (NCA) and Credit Bureau Regulations. I submitted the following documents to support my dispute 1. Experian report (09 November 2025) – showing all three Lewis accounts listed as “W – Bad Debt Written Off.” 2. my Experian report (23 November 2025) – showing these same accounts correctly updated to “Closed” after the 12-month retention period expired. 3. XDS/Splendi report (23 November 2025) – showing the accounts incorrectly displayed as active and in arrears, even though the written-off status had been app**** for an entire year. If this matter is not fully corrected within 5 business days, I will proceed with a formal complaint to, The National Credit Regulator and The Credit Ombud,