If we review your dispute and the records show the debt is owed as claimed, we will write to you explaining the basis for that finding. Not accepting a dispute does not mean ignoring it — it means we have looked into it with the original creditor and the evidence supports the debt as recorded.
What you receive: A written response explaining what the creditor's records show, what evidence was considered, and the basis on which the dispute was not upheld. You are entitled to understand why your dispute was not accepted.
Your options if you disagree with the outcome:
- Provide additional evidence. If you have documents or information that were not included in your original dispute — proof of payment, a relevant agreement, correspondence — you can submit them and ask for the matter to be reconsidered.
- Escalate internally. Ask that the dispute be reviewed by a senior team member at Merion.
- Seek external review. Lodge a complaint with AFCA, the ACCC, ASIC, or a state consumer affairs body. See the article on independent review for more detail.
- Get independent legal advice. A community legal centre or solicitor can assess whether you have grounds to pursue the matter further and what your options are.
Recovery activity will generally resume after a dispute has been concluded, so if you intend to pursue further avenues, acting quickly is in your interest.
Was this article helpful, or still not sure? Our team is happy to talk it through.