How to Handle a Debt You Already Paid

Why this happens

Occasionally a payment is not recorded, an account is passed on before it is updated, or two records become confused. If you have already paid, gathering your proof and explaining it clearly usually resolves the matter.

This is general information, not legal advice. If contact continues after you have shown proof, the links below can help.

Find your proof

Helpful evidence includes:

A receipt or payment confirmation
A bank or card statement showing the payment
Any letter confirming the account was settled

Step-by-step

Write to the collector with your name and reference number.
State clearly that the debt has already been paid and when.
Attach or describe your proof of payment.
Ask them to update their records and close the account.
Request written confirmation that the matter is resolved.
Keep a dated copy of everything you send and receive.

For guidance on keeping your evidence in order, see how to keep records of your communications.

If contact continues

If you have shown clear proof and are still contacted, you can raise a complaint. You can also reach us through our contact page to confirm the account is closed.

FAQ

What proof should I send that I paid?

A receipt, payment confirmation, or a bank or card statement showing the payment is usually persuasive. Keep the originals and send copies.

What if I no longer have a receipt?

A bank or card statement can often show the payment instead. Ask the collector and the original creditor to check their records as well.

They keep contacting me even after I paid — what now?

Restate in writing that the debt is paid, attach your proof, and ask for confirmation the account is closed. If contact continues, you can raise a complaint.