I've paid but I'm still being contacted

What's happening

There are a few normal reasons you might still be contacted shortly after paying:

• Your payment is still in transit and hasn't reached your account yet.
• The payment arrived but couldn't be matched because the reference was missing or incorrect.
• A letter or message was already sent or scheduled before your payment landed, so they crossed in the post.
• You paid part of the balance and there is still an amount outstanding.

None of these mean anything has gone wrong. They are timing and matching issues that we can resolve quickly once we can see your payment.

Try this first

Check your own records before getting in touch:

• Confirm the payment has left your bank or card, and note the date and amount.
• Check whether you paid the full balance shown on your most recent notice, or only part of it.
• Find your receipt or a screenshot of the transaction.

If you only paid part of the balance, the remaining amount is why contact has continued. Our guide on paying in instalments can help if you can't pay the rest in one go.

Send us proof of payment

The fastest way to stop further contact is to send us evidence of the payment. Through the contact page, provide:

• Your reference number.
• The amount and date of payment.
• Your receipt or bank transaction screenshot.

Once we match the payment, we'll update your account and pause contact while we check. If the account is fully paid, we'll confirm it's closed.

Who to contact

If you'd prefer to talk it through, reach out to our team through the contact page and have your reference number and payment details ready. We'd much rather hear from you than have you keep receiving contact you don't need.