How to Respond if the Amount Is Wrong

Why amounts can differ

A balance can look wrong for several reasons — a payment not recorded, fees or interest you did not expect, or a simple error. Querying the figure helps make sure you are only ever asked to pay what is genuinely owed.

This is general information, not legal advice. If the figure is not corrected, the links below can help.

Ask for a breakdown

A useful breakdown shows:

The original amount
Any payments you have made
Any fees or interest added, and why
How the current balance was reached

Step-by-step

Write to the collector with your name and reference number.
Say that the balance does not match your records and ask for a full breakdown.
When it arrives, compare it line by line with your own records.
Point out exactly which figures you accept and which you query.
Ask for the balance to be corrected if an error is confirmed.
Keep a dated copy of everything.

For the request itself, see how to ask for a payment breakdown.

If it is not corrected

If you believe the figure is wrong and it is not corrected, you can escalate or complain. You can also reach us through our contact page to discuss the balance.

FAQ

What if I think the balance is too high?

Ask for a full breakdown showing the original amount, payments, and any fees or interest. Compare it with your records and query any figure that does not match.

What if a payment I made is missing?

Point it out in writing and provide any proof of payment you have, such as a receipt or bank record. Ask for the balance to be corrected.

Can I pay the part I agree with?

You can indicate which part you accept while you query the rest. If you are unsure, seek free advice before making any payment.