Debtor Assistance. We’re here to help.

If you’ve received a letter from us and aren’t sure what to do next, read on.

At Credit Solutions, we’re committed to working with debtors to find solutions that are fair and reasonable. Our friendly staff are on hand to talk through all available options and help resolve any outstanding issues with a minimum of stress. So if you’ve received a letter, SMS, email or phone call from us (Credit Solutions) and if  you aren’t sure what to do about it, give us a call. We’re here to help.

Frequently Asked Questions

Why have I received a letter from you?

You may have received a letter, SMS, email or voicemail from Credit Solutions. This is because we have been advised by one of our clients that you have an outstanding debt owed to them and we have been instructed to pursue the matter.

What should I do if I receive a letter from you?

Firstly, and most importantly, don’t ignore it. The best option is to contact us on the number that has been provided in the letter within the timeframe mentioned. Even if you don’t recognise the debt or believe that you have been sent the letter in error, it is important to talk to one of our staff members so that we can resolve any issues with the account as soon as possible.

How do I make payment?

All available payment options will be detailed in the correspondence you’ve received. However, if you have any questions, or need further information, please call us on the number provided. If you make a payment arrangement over the phone our staff will ensure we set up your plan with your preferred payment method.

What happens if I ignore your letters?

If a client of ours feels that the letters we are sending on their behalf are being ignored, they may instruct us to escalate our efforts to recover the outstanding amount. It’s important therefore that you make contact with us so we can work with you and help you find a solution to bring your account up to date. You’ll find our staff to be friendly and professional in the way we deal with your enquiries.

How can I contact you?

To make sure that you speak with the right person, call the number provided in the correspondence you’ve received. If you don’t have that to hand, please call us on 0800 275 526 and we’ll put you through to the right department. Our offices are open Monday to Friday, from 8.00am to 5.00pm.

I don’t owe this debt. What should I do?

If you believe that you are not the account holder and/or are not responsible for the debt, then it is important that you tell us why. It may be because the creditor’s name is unknown to you, you cannot remember the debt or in some cases the debt is from a long time ago. Your best option is call us on the number provided as soon as possible so we can take the matter up with the creditor on your behalf.

The person named on the letter does not live at this address. What should I do?

Not all customers keep their creditors up to date with their change of address and this can sometimes mean that the customer has moved. This means you may receive a letter at your address for someone who does not live there. All you need to do is tell us and we can deal with this quickly. Please call us on 0800 275 526 so that we can update our records and ensure you don’t continue to receive any further letters for this person.

I want to pay but can’t afford to pay in full. What should I do?

We understand that not all customers can pay their outstanding debt obligations in one full payment. Our friendly staff will guide you through all the available options to you and help you choose the best course of action. If it’s a repayment plan you’re seeking, we can work with you to set up an arrangement that is realistic, affordable and reflects your current financial circumstances.

I am experiencing financial hardship and cannot see how I can repay my debt. What should I do?

It is important to contact us as soon as possible so that we can understand your situation and come to a suitable arrangement. It is in everyone’s interests to resolve any outstanding issues as quickly as possible in a manner that is fair and reasonable to all parties. Our staff are friendly and professional and will work with you to discuss the best available options to meet your obligations. You may be asked to complete an Income and Expenditure Assessment to assist us with our assessment.

I would like to nominate a third party to deal with you on my behalf. What do I need to do?

If you would like to nominate an individual or an organisation to be able to discuss your account with us on your behalf, then we are more than happy to do this. You can do this over the phone by calling us on the number provided in your correspondence. Please note that for protection of your personal data we are required to obtain some information from you regarding your nominated third party, which may include some or all of the following: name, address, relationship, telephone number, email address.

Why do you need personal information and contact details from me before discussing my account?

Under the NZ Privacy Act, we have an obligation to protect personal data. That means we have to make sure we’re speaking to the correct person before we can disclose information about any account. If your contact details are complete and up-to-date, we are in the best position to discuss your situation and provide assistance.

Do you record telephone calls?

Yes, we record telephone calls for quality, compliance and training purposes.

Will this debt affect my credit rating?

Any debt that remains unpaid could make it difficult for you to obtain more credit. Depending on how long the account has been in arrears, it’s possible that the original creditor has registered a default with a credit reference agency.

What is a credit reference agency?

A credit reference agency is a company that collects information from various sources, including banks and lenders. It provides consumer credit information on individuals in order to assess their credit worthiness, their history of repaying debts, their whereabouts and whether any Court Judgments have been issued for debt owed. It also registers data whether the customer is in default of their repayment obligations for a debt or whether they have been made bankrupt.

How can I view my credit record?

You can check your credit file by contacting a New Zealand credit reference agency, such as Equifax, Centrix, Experian or illion.

What does a default on my credit record mean?

A default means that there are no arrears in isolation to collect and the full outstanding balance is due. If this shows up on your credit file, it may make it difficult for you to obtain further credit, depending on the type of credit you apply for. Your credit file indicates to a new lender (from mortgage applications through to mobile phones) your track record in managing your financial commitments.

What happens if I am declared bankrupt?

Most of your unsecured debts are cleared and debt collection activities against you to recover those debts are halted. However being declared bankrupt can have serious consequences so you should seek independent legal advice about filing for bankruptcy and its procedures/implications on your situation.

How can I repair my credit file in relation to this account?

If you’re making payments towards an outstanding debt, we will update the credit reference agencies accordingly to ensure your file reflects this. Once your outstanding balance is cleared, the account in question will be revised as satisfied or partially satisfied depending on how the debt has been settled.

What happens if I don’t keep up my repayments?

To successfully manage your account all you need to do is keep us up to date of any changes. If you are struggling with any payments then you must contact us, ideally before the payment is missed. If you do this we can help you. If you stop making payments and do not tell us then we cannot understand why and help you. We will write to you and ask that you contact us so it is imperative that you contact us to avoid further collection activity. The best solution at all times is to keep us up to date.

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