The importance of customers contacting us about payments

by | 2nd May 2019 | Analysis

 

“I have been dreading calling you, but you have been amazing! Thank you so much for your help!”

It is a common misconception from customers that when they call a finance company that they will be rude, dismissive, unhelpful. This is rarely the case in this day and age – and never the case with PayItMonthly.

 

So, here’s the truth –

 

We firmly believe in treating customers fairly. If you are experiencing a problem with making your payment, we will do our utmost to help work out a solution with you.

 

 

 

This is why it is so important to keep us informed and make sure we have the correct and current information to contact you should we need to.

 

If you call us to tell us that your circumstances have changed and for whatever reason you need to reassess your payment plan –

 

 

 

 

WE WILL –

 

 

  • Listen to your needs
  • Be understanding of your circumstances

 

 

 

 

 

  • Be polite and friendly

 

  • Work with you to find the best solution for you

 

 

 

 

 

WE WON’T –

 

 

  • Judge you

 

 

  • Be rude or dismissive toward you

 

 

 

 

  • Try to force you to pay more than you can realistically afford

 

 

 

  • Make the situation uncomfortable for you

 

 

 

We do realise that making a call to a company to discuss difficulties with payments is not something you look forward to doing. And sometimes it can seem easier to bury your head in the sand and hope it will just go away. It won’t.

We do, unfortunately, have customers that will answer the phone and hang up straight away when they realise where we are calling from. That doesn’t help the situation. We are calling to try to work with you and get the best outcome for you, not to make you feel bad.

 

 

If you have been one of the customers that has avoided our calls, hung up on us or refused to call back – don’t let that stop you from changing the pattern and picking up the phone/calling us. We won’t quiz you on why you haven’t talked to us yet, we will treat you the same as everyone else and work with you to find a solution that fits you.

 

 

 

We work with credit referencing agencies, which can mean that missed payments could be impacting negatively on your credit file. However, payments being made can impact positively on your credit file.

 

 

We really don’t want to make your situation harder, we want to work together with you and help get your repayments back on track. So, give us a call on 0333 212 3914 or email us @support@payitmonthly.uk

We look forward to hearing from you soon.