If we haven't called to collect your repayments recently, we're sorry about this.
We're working hard to get customers and colleagues into a routine that works for everyone. Unfortunately, it's taking us longer than expected.
In the meantime you have a couple of options for making a payment should you wish to do so rather than waiting for your Customer Experience Manager to call:
If you still haven't been able to make contact with your Customer Experience Manager, you could make a payment using our automated payment line.
You can call the automated payment line at any time 24/7. All calls are free from UK landlines and mobiles.
You'll need your Customer Number to hand, as well as your date of birth.
You can find your Customer Number on your agreement, payment book or any recent statements we have sent to you.
0800 9166 440
Double check the details you’re entering are correct. If you’re still having problems contact your bank, there may be an issue with the card you’re using.
You’ll need to get in touch with your bank. There could be a problem with your debit card or it could mean that there’s not enough money in your account to make the payment.
Confirmation emails usually come through pretty quickly but can sometimes take a little while to make it to your inbox. You should also check your spam / junk folders in your email. If you want to be sure the payment has gone through you can check with your Customer Experience Manager or call us on 0800 096 6064 and we’ll check for you.
The payment will be applied to your account within 24 hours of you making the payment. We update our online payment service every Thursday so it can take up to 7 days for the payment to show there.
Don’t worry – no funds have been taken from your account. All this means is there’s been a problem somewhere in the payment process. It’s likely to be a temporary thing so you can try again later. If you keep getting the problem you can call us on 0800 096 6064.
Making a card payment is not an alternative to your weekly home collections. Your CEM will still visit you even if you’ve made an online payment. They’ll be able to see that you made the payment using their app and will update your payment book with the details of the payment when they next visit you.
You can’t pay online using a credit card. If you want to use a credit card to make a payment you can call our automated payment line on 0800 916 6440.
Currently this service is only available for UK based customers.
We show you the total of all your contractual payments in our online payment service. If you’ve agreed to pay a reduced amount with your CEM you can enter this amount using the other amount option when choosing how much to pay.