My creditors are still calling - what should I tell them?
Don’t panic if your creditors continue calling you – this isn’t unusual, especially at the beginning of an arrangement.
If they do call you, simply tell them that you’ve approached PayPlan for assistance, give them your PayPlan ID number and advise that we will be issuing correspondence to them.
Please don’t ignore your creditors if they call you, simply follow steps above.
Why are my creditors saying that they haven't heard from you?
As soon as we receive enough information from you, along with your signed letter of authority, we can contact your creditors. However, it may be a couple of weeks before they update their systems and register that we are dealing on your behalf.
If a creditor repeatedly says this, please check your My Plan page and ensure the creditor is listed as being part of the DMP, and with the correct details. If not, let us know.
Will my creditors freeze interest and charges - and what should I do if they don’t?
Freezing charges is discretionary, and each creditor will have their own policy regarding this. They’ll often only consider freezing charges once they’ve received both financial statements and offers of repayment.
If you continue to receive additional charges after your creditor has responded to both the financial statements and offer of repayments, then please contact your case officer.
I cancelled the instruction to pay my creditor, but they have still taken a payment from my account. What should I do?
According to guidelines from the FCA (Financial Conduct Authority), in most cases you can cancel a regular payment by contacting the company taking the payments.
If you've tried this and payments have still been taken, then you have the right to cancel them directly with the bank/company by confirming that you have withdrawn permission for these payments. Your bank or card issuer will then cancel the instruction and stop payments being taken.
To find out more about your rights, please click on this link to download the FCA booklet or visit the FCA website.
Why are my accounts transferred, and what is the difference between the original creditor and the debt collection agency?
Some creditors can pass or sell the debts to external companies called debt collection agencies. If this happens to you, then you should receive a letter from the debt collection company advising you of this, and what you owe. These letters may also include a request for the full payment amount, and could potentially include threats of legal action too.
If you receive letters like this, then you should let us know immediately so we can transfer your account to make payments to the new company instead. Payments will then be distributed directly to the new company and you don't need to change your payments to us.