CRB Report Errors in Kenya: How to Spot and Fix Them
Updated April 2026 • 7 min read
CRB credit reports are not always accurate. Lenders sometimes submit incorrect data, accounts remain open after being closed, or — in serious cases — fraudulent accounts appear under your name. This guide helps you spot and correct errors in your Kenyan CRB report.
Common Types of CRB Report Errors
1. Settled Debt Still Showing as a Negative Listing
You repaid a loan, but the CRB still shows a default or active negative listing. This is the most common error. It happens when a lender fails to notify the CRB that the debt has been settled.
2. Account Belonging to Someone Else
An unfamiliar loan or credit account appears on your report. Common causes:
- A lender linked the wrong ID number to an account
- Identity fraud — someone has taken a loan using your ID documents
3. Incorrect Personal Information
Your name, ID number, date of birth, or phone number is listed incorrectly. If another person's ID is confused with yours, their credit history may affect your report.
4. Account Marked Open After Full Repayment
You completed all loan payments, but the account is still shown as active with an outstanding balance.
5. Payment Status Incorrectly Reported
You were paying on time, but the report shows you as 30, 60, or 90 days overdue.
6. Duplicate Accounts
The same account appears twice on your report, doubling its apparent impact on your debt load and score.
How to Spot a CRB Report Error
- Get your credit report from crbcheck.co.ke or a licensed bureau
- Go through it section by section:
- Read ALL personal information — check name, ID, phone, date of birth
- Review each account — do you recognise each lender and account?
- Check payment status for each account — match against your own payment records
- Look at the adverse section — do any negative listings reference debts you have paid?
- Review enquiry history — are there queries from lenders you never approached?
- Note every discrepancy with the specific account reference, lender name, and the nature of the error
How to Fix a CRB Report Error
Step 1: Gather Evidence
For each error, collect supporting documentation:
- M-Pesa or bank repayment receipts
- Debt clearance letter from the lender (for settled debts)
- Bank statements showing payment
- Any written communication from the lender acknowledging the account is closed
Step 2: Contact the Lender First
For errors involving your debt history (wrong payment status, unsettled debt you have paid), contact the specific lender first. Request a formal correction letter or debt clearance letter to submit to the CRB. Many errors are resolved faster going through the lender before the bureau.
Step 3: File a Formal Dispute with the CRB
- Log into your account at the bureau where the error appears (TransUnion, Metropol, or CreditInfo)
- Navigate to the disputes section
- Select the specific account, describe the error clearly, and upload your supporting documents
- Submit the dispute — save the reference number
Step 4: Wait for Investigation (Up to 20 Working Days)
The bureau is required to investigate within 20 working days. They contact the reporting lender to verify the dispute. If the lender confirms the error, the record is corrected.
Step 5: Confirm the Error Has Been Fixed
After receiving notification that your dispute was resolved, check your report again to confirm the correction has been applied.
What If the Bureau Does Not Resolve Your Dispute?
If the bureau fails to respond within 20 working days or does not resolve a legitimate dispute, escalate to the Central Bank of Kenya (CBK) at cbk.go.ke.