If you received a collection letter concerning a product you did not order, contact the collection agency. Explain to the agency that the invoice is unjustified because you have not ordered the product in question.
- The collection agency must then check with the company that issued the invoice to ensure the authenticity of the invoice and suspend collection proceedings until the matter is resolved.
- The collection agency must inform you of any further measures. If you do not receive further information regarding the matter, please contact the collection agency.
Use the complaint form when making a complaint
Attach copies of the collection letter in which the incorrect collection is in evidence. Always keep the original documents for yourself. Also keep a copy of the complaint you send.
You can fill in the Word form on your computer and print it out. Forms in PDF format can only be printed out and filled in by hand.
Complaint to the creditor or collection agency about incorrect debt collection (pdf)
Complaint to the creditor or collection agency about incorrect debt collection (word)
If the collection agency continues to pursue payment despite your complaint, you should take the matter to the Consumer Disputes Board. When the matter has been contested before the Consumer Disputes Board or some other dispute resolution body, the collection agency must suspend debt collection for the duration the claim is in dispute.
Personal advice on how to settle the matter is available from the Consumer Advisory Service.
Exerting pressure or issuing threats is not permitted in debt collection
Debt collection must be conducted in a professional manner. It must not cause unnecessary inconvenience to the debtor or endanger their privacy. Inappropriate threats are not permitted in debt collection either. Among other things, it is prohibited to:
- Threaten to inform the debtor´s family, employer or other third party about the payment difficulties.
- Give incorrect information about the consequences of non-payment, for example, by advising in the collection letter that “if payment has not been made by the date due, the debtor will have a payment default entry recorded in their credit history.”
- Use envelopes which clearly indicate that the consignment contains a debt collection letter.
- Make collection visits or carry out debt collection by telephone between 8 pm and 7 am or during public holidays.
- Combine a sales promotion with debt collection, exploiting the debtor´s difficult position.
Knowingly breaching good collection practices or employing grossly careless operations in debt collection are collection offences which you can report to the police or to the Consumer Ombudsman.