I already paid the original creditor

What's happening

You paid this debt directly to the original creditor, but you are now being contacted about it. Sometimes a payment crosses over with an account being referred, or records are not updated straight away. The fix is to show proof of your payment and ask for the account to be checked and closed if it is settled.

This is general information, not legal advice. If you need help, the free services below can assist.

What to do

Tell us, in writing, that you paid the original creditor and provide proof — a receipt, bank record, or confirmation. Ask us to pause collection while we check it, and to close the account if it is confirmed as settled. Quote the reference number so the record can be matched quickly.

Step by step

1. Find proof of your payment — a receipt, bank statement entry, or written confirmation.
2. Note the reference number and the original creditor's name.
3. Write to us stating the debt was paid directly to the original creditor.
4. Attach or describe your proof, including the date and amount paid.
5. Ask us to pause collection while it is checked and to close the account if settled.
6. Keep a dated copy and follow up in writing if needed.

What evidence helps

The clearest evidence is a dated payment record — a receipt, a bank statement line showing the payment to the creditor, or an email confirming the account was settled. If you paid in instalments, records of each payment help. Our Help Centre explains what makes good proof.

Who to contact

Send your proof to us through the contact page. For free help, the National Debt Helpline on 1800 007 007 can advise you. If the account is not corrected after you provide proof, an external scheme such as AFCA may be able to consider it.