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Debt collection dispute

Your provider shouldn’t ask you to pay a debt or charge you are disputing, and they are looking into it. If they are, we may be able to help.

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TIPS

How you can work with your provider on a debt dispute

  1. Tell your provider you dispute the debt and why

  2. Ask your provider to stop debt collection while they look into your dispute

  3. Pay for charges you are not disputing

  4. Keep records of the debt, payments, and any contact from your provider or a debt collector

  5. If a debt collector contacts you, tell them you are disputing the debt - they should treat you with respect and not harass you

EXPECTATIONS

How we expect your provider to act

If you dispute a debt, your provider should:

  • Stop debt collection

    Your provider shouldn’t send a debt you dispute to a collector.

  • Not ask you to pay

    Your provider shouldn’t ask you to pay a debt you dispute or is part of a complaint.

  • Separate disputed and undisputed charges

    Your provider should make it clear what charges you are not disputing.

  • Update after you pay

    Once you pay or settle the debt, your provider should update your credit file within three days.

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OUR CONSIDERATIONS

We look at why you disputed the debt, what your provider did and if they helped you.

  • Why you disputed the debt

  • If your provider investigated your dispute

  • If the charges are correct

  • If they asked you to pay a disputed debt

POSSIBLE OUTCOMES

Depending on your situation, we may ask your telco to...

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