Repayments
DebiCheck collections, your repayment date, paying early and what to do if a debit fails.
Struggling to make a repayment?
Having difficulty making a repayment? Contact our support team to discuss the available options. The sooner we talk, the more room there usually is.
Contact us as early as you can
If your income has dropped, a big expense came up or you are juggling several accounts, tell us before your repayment date. There are usually more options before a repayment is missed than after.
You don’t need to fill in a form or log in. Phone, email or write to us, and say that you are having difficulty with a repayment.
What we’ll ask you
- What has changed, and since when
- What you earn now and what you spend each month
- Which other debts you are repaying
- When you expect things to improve, if you know
You can give approximate figures at first. Please don’t send your ID or bank statements by WhatsApp or email unless we ask through an official channel.
We look at your situation and explain the options
Every situation is different, so we don’t offer the same answer to everyone. Depending on your circumstances, the options we look at can include a new payment arrangement for the amount you owe. We explain what an option means for your total cost and your credit record before you decide.
Ask for any new arrangement in writing before you rely on it, and keep a copy.
What we won’t do
- Offer you a new loan to repay this one
- Suggest you borrow from someone else to pay us
- Ask for your banking PIN, password or one-time PIN
- Ask you to pay into a personal bank account
If you have several debts: debt counselling
When more than one account is in trouble, a debt counsellor can look at all of them together. Debt counsellors must be registered with the National Credit Regulator. Through debt review they can propose a single, reduced monthly payment plan to your credit providers.
While you are under debt review you can’t take out new credit. That protects you from borrowing more while the plan runs.
- Find a registered debt counsellor
- Use the National Credit Regulator’s website, www.ncr.org.za, to check that a counsellor is registered before you sign anything.
- Ask about fees first
- Debt counselling has fees. A registered counsellor explains them before you agree.
- Tell us
- If you go under debt review, your counsellor will notify us. You can let us know too.
What happens if a repayment is missed and we don’t hear from you
We will try to contact you. Your agreement explains what happens next, including any default interest or collection costs that the law allows. Missed repayments can be reported to credit bureaus, which can make future credit harder to get.
If an account stays unpaid, a credit provider can take further steps under the National Credit Act, which starts with a written notice explaining your options. We would much rather agree a workable plan with you.
Watch for fake “collectors”
Scammers sometimes pretend to collect debts. Check any demand against your agreement and our official contacts before you pay. How to check.
Talk to our support team
Having difficulty making a repayment? Contact our support team to discuss the available options.
Phone
Phone number not yet published
Support hours in SAST are published with the number.
Email address not yet published
Clicking an address opens your own email app. Nothing is sent from this website.
Only if a verified number is confirmed
Never send your ID, bank details or PIN in a chat.
Common worries
Will contacting you make things worse?
No. Telling us early gives us both more time. We use what you tell us to look at your options, not to pressure you.
Can I pay less this month and catch up later?
Possibly, depending on your situation. Ask us before the repayment date. Any arrangement should be confirmed in writing and will explain what it means for your total cost.
Should I take another loan to cover this repayment?
Usually not. Borrowing to repay a loan tends to add cost and make the next month harder. Talk to us first, and consider a debt counsellor if several accounts are affected.
I think something in my account is wrong.
Ask us to explain it. If you are not satisfied with the answer, you can make a complaint. How complaints work.
Related help
Early settlement
Ask for a settlement figure and close your loan with no penalty.
Complaints
How to complain, what to include and where to go if you are not satisfied.