This guide helps with
- Explain that an existing dispute with the creditor is still relevant
- Let us know so collection can be paused while it is resolved
- Provide the details that link the two records together
- Keep your own record of both conversations
- Know where to get help if the dispute stalls
4 min
What's happening
You are already in a dispute with the original creditor — the business you first dealt with — about this same account, and now you are being contacted by us. It is important we know, because a genuine, unresolved dispute should be taken into account rather than collection simply continuing alongside it.
This is general information, not legal advice. The free services below can help if you are unsure.
What to do
Tell us, in writing, that there is an open dispute with the original creditor, what it is about, and where it currently sits. Ask us to pause collection while that dispute is resolved. Give enough detail for the two records to be matched — the creditor's name, your account or reference number, and any case number the creditor has given you.
Step by step
- Note our reference number and the original creditor's name.
- Write to us confirming there is an existing, unresolved dispute about the same account.
- Briefly describe what the dispute is about and its current status.
- Include any reference or case number the creditor has given you.
- Ask us to hold collection while the matter is resolved.
- Keep a dated copy and continue your dispute with the creditor as well.
Who to contact
Let us know through the contact page, and keep dealing with the creditor on the underlying issue. For free, independent support, the National Debt Helpline on 1800 007 007 can help. If the dispute with the creditor cannot be resolved, an external scheme such as AFCA may be able to consider it.
Good to know
- An existing dispute with the original creditor is still relevant once we make contact
- Tell us in writing and ask for collection to be paused while it is resolved
- Provide details that link both records, including any creditor case number
- Free advice and external dispute resolution are available if it stalls
FAQ
Does my dispute with the creditor still count now you're involved?
Yes. Let us know in writing about the open dispute and ask for collection to be paused while it is resolved, and keep dealing with the creditor on the underlying issue.
What details should I give you?
The original creditor's name, your account or reference number, a short description of the dispute, and any case number the creditor has given you.
Who resolves the underlying issue?
Usually the original creditor, since the dispute is with them. If it cannot be resolved, an external dispute resolution scheme such as AFCA may be able to consider it.
Still stuck? Our team is happy to help you sort it out.