This guide helps with
- Understand why a paid debt might still be contacted about
- Gather simple evidence that the payment was made
- Know how to let us know in writing
- Ask for collection to pause while it is checked
- Keep a clear record in case you need it again
5 min
What's happening
Occasionally a letter arrives about a debt you have already settled. This can happen if a payment has not yet been matched to the account, if records crossed in the post, or if the timing of a recent payment and the letter overlapped. It is usually a timing or record-keeping issue, and it can be cleared up.
This is general information, not legal advice. If you need advice about your circumstances, the free services linked below can help.
What you can do
The quickest way to resolve it is to show when and how you paid. Useful evidence includes:
- A bank statement or transaction record showing the payment
- A receipt or confirmation email
- The date and method of payment
- The reference you used when paying
You do not need every document — even one clear record often helps us match the payment.
Step by step
- Find any proof of the payment you can — a statement line or receipt is ideal.
- Contact us, quote the letter's reference number, and say the debt is already paid.
- Ask us to check the account and pause any further contact while we do.
- Send your evidence in writing and keep a dated copy.
- Confirm with us once the account shows as settled.
You can raise this through our contact page.
Your rights
You are entitled to ask us to check the account and to pause collection while a genuine query is looked into. You can also request written confirmation once the matter is resolved, so you have a clear record. Keeping your evidence safe protects you in the unlikely event the question comes up again.
Good to know
- A paid debt being chased is usually a timing or matching issue
- Even one clear payment record often resolves it
- Ask us to pause contact while we check, and put it in writing
- Request written confirmation once the account shows as settled
FAQ
What if I can't find my receipt?
A bank statement line showing the payment usually works just as well. If you used online banking, you can often download a record of the transaction.
Will the contact stop straight away?
Ask us to pause contact while we verify the payment. Once the account is matched and shows as settled, the letters should stop.
Should I get confirmation it's resolved?
Yes. Ask for written confirmation that the account is settled and keep it with your payment record, just in case.
Still stuck? Our team is happy to help you sort it out.