Credit Acronyms
What does DD stand for?
Direct Debit
I just need a little more time but I do want get this cleared
Will Pay Eventually
Customer has £300 debt and wants to pay off in instalments. What do we suggest?
Direct debit to cover usage + small amount of debit.
When would we signpost a customer?
If they are experiencing any financial difficulty
How much is the First fee?
£10
When won't a LPF be added?
When the payments on time
Is there anything you can do to reduce my bill? I can't seem to get on top of everything
Struggles to pay
Customer is refusing to speak with us. Has been going in and out of the dunning journey. No contact. What would we do?
Pre Payment
Where can you find out what extra support we offer?
Kraken Wiki
How much is the Second fee?
£20
Is WTF a credit acronym?
NO
I'm on furlough right now and can't afford my debt
Needs support to pay
Customer has made payment but the cheque hasn't been allocated to the account. What do we do?
Set up a promise to pay. Fill out the missing cheque form if was sent over 10 days ago.
When would we refer someone to energy fund?
When they can cover their usage but can't pay off their debit
Can we remove a fee?
Only is there is an error
Does FDS do a DRV?
Yes
I'm not paying for a estimated bill.
Won't Pay But Could
The customer can afford their ongoing usage but can't afford to pay anything off their £1220 debit. What would we recommend?
Energy Fund!
What support can we offer to lower someone's bills?
Energy Efficiency Advice
How much is the warrant application fee?
£60
Letter Before Action
I don't have any money to pay you
Can't and Won't Pay
Customer can't afford usage which stands at £90 per month but is offering to pay £70 each month. What would we suggest?
Set up direct debit at £70 per month. Sign post to do an income and expenditure form with step change. And check in the the customer each month.
Where can customers find out about debt support services before speaking with us?
It's on dunning emails/letters and on our website
How much is a DRV fee?
£55