Customer Case Studies
Case Study #1
Mrs C had three weeks off work sick and when she got her wages, they were much lower than normal. Knowing that she wouldn’t have the funds to cover her next payment and leave her with enough money for the rest of the month, she cancelled her direct debit to stop the payment coming out.
As soon as Mrs C saw her lower wages and cancelled her direct debit, she gave us a call. Mrs C suggested a reduced amount that she could comfortably afford to pay towards her account which we accepted and agreed to send her a payment link for the amount on the best date for her straight to her email address. Knowing this would leave arrears on her account, we agreed an increased payment plan going forward that was affordable and sustainable for Mrs C and quickly reset her direct debit ready for the next month’s payment.
Case Study #2
Mrs Y’s account already had some arrears on it from previous financial difficulties and she was paying a higher amount each month to pay these arrears off. However, she found herself hit hard with the rising cost of living and being a single mother of three children. She had made her last few payments fine, but may have difficulty with future payments.
Even though her car finance payments are important, we understand that the current cost of living situation is affecting everyone’s finances. Once Mrs Y explained that she was going to experience difficulties, we agreed to send her one of our digital income and expenditure forms to help her assess her income and outgoings and we also sent some information on where to obtain free independent debt advice services. Finally, we agreed that Mrs Y could reduce her payments by half for two months while she reviewed her finances.
Case Study #3
Mr M had missed his last two monthly payments and hadn’t called to tell us why. When he did call us, he explained that, even though wages were normal, his wife had, had a change of work situation meaning that she needs to work a month in hand before she received any wages
Whereas Mr M’s wife is not our customer, we understand that a smaller overall household income can affect a person’s ability to make payments. We therefore agreed with Mr M that he could make a reduced payment until his wife received her wages. During the call we learned that he was paid weekly so we suggested that he could make weekly payments if he found this easier. Mr M didn’t know we could take weekly payments and felt much better knowing he could manage his finances this way.
Case Study #4
Mr T had changed jobs and had a very large amount of money taken from his pay through tax which caused his monthly payment to fail.
Mr T had originally said that he couldn’t make a payment until his next due date but in order to protect his credit rating, we agreed to take a smaller payment that Mr T could comfortably afford. We agreed to take his regular payments for a couple of months whilst he recovered from his large tax bill. After this, we said we’d review his account and, if Mr T is able to, we’ll increase his payments to an affordable amount so start working off Mr T’s remaining arrears.
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