I never had this account

What's happening

You are being contacted about an account you have never held. This can happen because of a similar name, a shared former address, an old record, or, occasionally, fraud. It is reasonable to ask us to verify the account before anything else, and we would rather get this right than pursue the wrong person.

This is general information, not legal advice. If you suspect fraud, please also see the steps below and seek free advice.

What to do

Tell us, in writing, that you have never held this account and ask us to verify it — including the name of the original creditor, the account details, and when it was opened. Ask us to pause collection while this is checked. If anything suggests your identity has been used without your knowledge, treat it as a possible fraud matter.

Step by step

1. Note the reference number and the original creditor's name from any letter.
2. Write to us stating clearly that you have never held this account.
3. Ask us to verify the account details and when it was opened.
4. Mention anything that points to a mix-up — a similar name or an address you never used.
5. Ask us to pause collection while it is checked, and keep a dated copy.
6. If you suspect fraud, see our identity theft steps as well.

What evidence helps

Helpful evidence includes anything showing the account could not be yours — proof you never lived at the address listed, or that you have never dealt with the original creditor. If this turns out to involve identity theft, you may later be asked for a report; our Help Centre explains those steps.

Who to contact

Raise it with us through the contact page. For free, confidential help, call the National Debt Helpline on 1800 007 007. If you cannot resolve it with us, an external scheme such as AFCA may be able to consider the dispute.