Wrong CRB listings happen more often than most Kenyans realise. A loan app lists you for a debt you already repaid, lists you for an amount you never borrowed, or lists you without following the required notification process. The result is the same: your credit score is damaged, loan applications are rejected, and in some cases job applications are declined — all for something that is not your fault. This guide walks you through the exact legal process to dispute a false CRB listing in Kenya and force a correction.

Common Reasons for Wrong CRB Listings

• Repaid but not updated: You paid the loan but the lender never instructed the CRB to update your record from "defaulted" to "settled"
• Amount error: The listed amount is different from your actual loan
• Identity error: Your ID number was used by someone else (identity theft), or a data entry error attributed another borrower's debt to you
• Listed without notice: The lender did not give you the required 30-day notice before listing — a procedural violation that invalidates the listing
• Listed during a dispute: The lender listed you while you had an active dispute about the loan — this is a CBK regulation violation
• Technical error: App or bank system glitch that reported a non-existent default

Your Legal Rights Before We Start

Under the Credit Reference Bureau Regulations 2020 (Legal Notice No. 97), you have specific rights regarding CRB listings:

• Lenders must give you 30 days written notice before submitting a negative listing
• You have the right to a free annual credit report from each CRB
• You have the right to dispute any listing you believe is incorrect
• The CRB must investigate disputes within 30 days
• If the listing is confirmed wrong, the lender must correct it within 7 days
• You are entitled to compensation if a false listing caused you provable harm

Step 1: Get Your Full Credit Report

You cannot dispute what you cannot see. Start by getting your complete credit report from both Metropol and TransUnion (CreditInfo). You are entitled to one free report per year from each.

Metropol CRB

1. Dial *433# for a basic status check (free)
2. For the full report, visit metropol.co.ke
3. Create an account using your National ID
4. Request your credit report — first annual report is free, subsequent reports cost KES 50
5. The report will show every listing, including: lender name, amount, listing date, and status

TransUnion (CreditInfo Kenya)

1. Visit creditinfo.co.ke
2. Register with your National ID and email
3. Request your free annual credit report
4. Download the PDF report — save it for your records

What to look for in the report:

• The name of the institution that listed you
• The listed amount — does it match what you actually borrowed?
• The listing date — did you receive 30 days' notice before this date?
• The current status — "Default," "Non-Performing," "Settled," or "Cleared"

Step 2: Identify the Specific Problem

Before filing a dispute, clearly identify which of these applies to your situation:

Problem Type	Evidence You Need	Dispute Route
Already repaid but still listed	M-Pesa confirmation of repayment, bank statement, repayment SMS	Lender first, then CRB
Wrong amount listed	Original loan agreement or app records showing actual amount	Lender first, then CRB
Debt you never took	No loan agreement exists — may indicate identity theft	Directly to CRB + DCI report
No 30-day notice given	No written notice received in the 30 days before listing date	Directly to CBK + CRB
Listed during active dispute	Evidence of dispute communication before listing date	Directly to CBK — strongest case

Step 3: Contact the Lender First (Required)

Before the CRB will investigate a dispute, they typically require evidence that you have already tried to resolve it with the lender. Write to the loan app's official email with the following:

Subject: Formal Dispute — Incorrect CRB Listing Reference [listing ID from credit report]

Dear [Loan App Name],

I have obtained my credit report and found a negative listing submitted by your institution on [date] for KES [amount]. I dispute this listing on the following grounds:

[Choose the applicable reason:]

• I repaid this loan on [date]. Please find attached evidence of payment. This listing should be updated to "Settled" immediately.
• The listed amount of KES [X] does not match my actual loan amount of KES [Y]. Please provide a breakdown of how this figure was calculated.
• I did not receive the required 30-day written notice before this listing was submitted, in violation of the Credit Reference Bureau Regulations 2020.
• I have no record of taking this loan. I believe this is an error or case of identity misuse.

I request that you investigate and correct this listing within 7 working days, as required by the CRB Regulations. Please confirm receipt of this letter and the steps you are taking.

Your name, National ID number, registered phone number, loan account reference (if applicable)

Send this via email, keep the sent copy, and note the date. If you do not receive a response within 7 business days, proceed to Step 4.

Step 4A: File a Formal Dispute with Metropol CRB

1. Go to metropol.co.ke and log in to your account
2. Navigate to "Dispute a Listing" or "Credit Disputes"
3. Select the specific listing you are disputing from your credit report
4. Select the dispute reason from the dropdown
5. Upload supporting documents:
   • Copy of your credit report highlighting the wrong entry
   • Proof of payment (M-Pesa SMS, bank statement) if applicable
   • Copy of your correspondence with the lender (Step 3)
   • Your National ID
6. Submit the dispute — you will receive a case reference number
7. Metropol must investigate within 30 days and update the record if the dispute is upheld

Metropol dispute contact: disputes@metropol.co.ke or call 0709 898 000

Step 4B: File a Formal Dispute with TransUnion (CreditInfo)

1. Go to creditinfo.co.ke and log in
2. Navigate to "Dispute Centre" or "Report Inaccuracy"
3. Select the listing and provide the dispute reason
4. Upload the same documentation as above
5. Submit — receive your case reference number

TransUnion dispute contact: complaints@creditinfo.co.ke or visit their Nairobi offices at ABC Place, Waiyaki Way

Step 5: Escalate to the CBK if Lender or CRB Is Unresponsive

If 30 days pass without resolution, escalate to the Central Bank of Kenya:

• Online: centralbank.go.ke → Consumer Protection → File Complaint
• Email: ccpd@centralbank.go.ke
• Include: your full name, ID number, the lender's name, the CRB case reference, and a summary of the dispute

The CBK has authority to direct lenders to correct CRB listings and can impose penalties for non-compliance. CBK involvement almost always accelerates resolution.

Step 6: Claim Compensation for Harm Caused

If the false CRB listing caused you provable harm — a rejected loan application, a failed job application, a denied tenancy — you are entitled to seek compensation under the Data Protection Act 2019.

Types of provable harm:

• Loan rejection with written evidence that CRB was the reason
• Job offer withdrawn with written reference to credit check failure
• Higher interest rate charged due to damaged credit score
• Business loss caused by inability to access credit

Document all harm carefully with written evidence. Then:

1. File a formal data protection complaint with the ODPC (odpc.go.ke) — cite unlawful processing causing harm
2. Consider a civil claim in the Magistrate's Court or High Court against the lender for negligence or defamation
3. Seek legal advice from a consumer rights lawyer — many handle CRB dispute cases on a contingency basis

Timeline: What to Expect

Action	Expected Timeframe	Next Step If No Response
Write to lender (Step 3)	Response within 7 business days	Proceed to CRB dispute
File CRB dispute (Step 4)	Investigation within 30 days	Escalate to CBK
If upheld — correction	Lender must correct within 7 days of finding	If not corrected, escalate to CBK
CBK complaint (Step 5)	CBK acknowledges within 14 days	Follow up via email
CRB record cleared	Appears updated within 60 days	Request new credit report to confirm

Frequently Asked Questions

How do I know if a CRB listing is wrong vs just unflattering?

A wrong listing is one that is factually incorrect: the amount is wrong, the debt was paid, the debt was never taken, or proper procedure was not followed. A listing that is accurate but unflattering (you did default and the record is correct) is not disputable on factual grounds, though the 30-day notice requirement still applies.

Can I get a CRB listing removed without paying the debt?

Only if the listing itself is wrong. If you genuinely owe the money and the listing is accurate, the only route to removal is settlement followed by the 60-day clearing period. You cannot dispute your way out of a legitimate debt.

How long does a false CRB listing take to remove after the dispute is upheld?

Once the dispute is upheld and the lender instructs the CRB to update, the record should be corrected within 7 days. The CRB system typically reflects changes within 14 days of the correction instruction. Request a new credit report after 30 days to confirm the update.

What if the loan app says I still owe the money but I have proof I paid?

Your M-Pesa confirmation SMS, bank statement, or in-app payment confirmation is legal evidence of payment. Present this to the CRB directly in your dispute filing. The burden shifts to the lender to disprove your payment evidence — which they cannot do if your records are accurate.