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1:00
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1:00
Please tell us what you're calling about.
1:05
Debt.
1:05
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1:12
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1:15
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1:26
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1:27
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1:30
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1:33
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1:46
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1:51
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2:30
Good evening. You're speaking with us on financial assistance. Thank you so much for entering your details. I will look into your account with you in a moment to see how I can support you. Just bear with me while I just fill up your account on my screen. Could you just confirm your full name for me?
2:54
Yeah, it's Ben O'Maraferra.
2:57
All right. Thank you so much for coming in, Ottawa.
3:00
verified. Is it okay if I address you as Benham for the rest of the call?
3:05
That's fine, yes. Just to see if we have the right set of
3:09
information about yourself, Benham, could you please confirm your first line of address?
3:13
10 St. Oswald's Way. Thank you. We have your mobile phone number here, which is 079-880-882-00.
3:23
In case the line drops, would that be the best call back? Yes. Okay. We have your home phone
3:28
number, 0164-278-7926. Yes, I can give you, I don't have that number actually. Sorry that we
3:37
don't have a landline anymore. So just the mobile is available nowadays. Okay. We also have a work
3:44
phone number, 011-426-1999. Yes, that's my work number. Okay. So that's there. So I'll just go
3:53
ahead and on a temporary basis, delete the home phone number. Okay. But this is just going to
3:58
be a temporary number. Okay. So I'll just go ahead and on a temporary basis, delete the
3:58
home number. Okay. So I'll just go ahead and on a temporary basis, delete the home number.
4:00
for it to be a permanent one, I request you to please update it using a mobile banking application
4:06
or, you know, walking to the nearest branch.
4:09
No problem.
4:11
Okay, I see your credit card.
4:15
Yes, are you struggling to keep up with payments?
4:17
Yes, I'm not sure what the situation is at the moment with the account at the moment.
4:21
I can see the balance online, and I'm struggling to pay on time.
4:25
I know it's over the limit as well.
4:27
Well, I'm just wondering if you can give me – I can make a payment this week for around £500, but not more.
4:35
So I'm wondering, is there anything we can do to give me sort of eight weeks to bring it back under control
4:42
and in line with the agreement?
4:44
Absolutely.
4:45
Yeah, yes, Ben, certainly what we can do is, you know, we do have payment plans, repayment plans,
4:52
where we can freeze interest and charges on your account, and we can set you up on a longer-term repayment plan.
4:57
But all of that is up to you.
4:57
All of that, you know, depends on, you know –
5:00
the questions we ask you and the budget that we go through, right?
5:04
So in case we're, you know, whatever comes up for you,
5:07
the best thing, based on your situation, would come up.
5:10
And, you know, in case you want to go ahead with it,
5:12
let us know.
5:13
We will take actions, right?
5:14
So when would you want to make the payment?
5:17
You said this week you want to make $500.
5:21
Friday, is it?
5:21
Okay, no problem.
5:22
So first we'll see what options we have for you,
5:24
based on your situation, right?
5:26
So to help you today, I'll just ask you a few questions,
5:29
just to understand a bit more about your reason for calling,
5:32
situation, and finances.
5:34
Now, this may include completing a budget together.
5:36
So if you don't have the information to hand or time to cover everything,
5:40
I may not be able to resolve this for you.
5:43
But I may also let you know about some other help that is available
5:45
that you might find useful.
5:47
You happy to carry on?
5:48
Yes, absolutely.
5:49
Okay.
5:50
So before we talk through your situation,
5:52
I'm just going to ask you some quick questions
5:54
to make sure we're supporting you in the right way.
5:56
Quick yes or no questions, okay?
5:58
Okay, so do you have a mortgage?
6:00
any property? Yes. You do. Are you up to date with your payments for it? Yes. Okay. And do you think
6:07
you'll be able to keep up with your payments from now on? Yes. Okay, great. Do you have any loans
6:13
secured against any properties? No. No, okay. Are you finding it hard in any way to keep up
6:20
with payments to other companies that you owe money to? Yes, I have a few credit cards, to be
6:24
honest, and I've fallen behind with all of them. Okay, you've fallen behind with all of them. Okay,
6:31
but have you agreed a way to catch up with them? You're the first one that I'm calling.
6:35
Okay, so you get to agree a way to catch up. Okay, no problem. Are you using payday loans
6:40
by any chance? No. Okay. Are you getting independent advice from a debt management
6:45
company yet? No. Okay. Are you struggling to keep up with your priority payments in any way
6:52
for things like rent, council tax, water, energy? No. Okay. Are you struggling to keep up with
6:55
No, no, no.
6:57
And sometimes insurance companies can help with payments.
7:00
when things are tough any insurance like that like a payment protection insurance no i don't have
7:06
okay no problem so before we you know look to set up a payment plan for you what we can do
7:13
is that we can give you up to 30 days okay to prioritize the things we've just discussed right
7:20
and seek any more help and support that you may need now during this time we will not be charging
7:25
any fees or interest on your account in case you still want to make payments you can just
7:30
pay what you can afford right but if you fall behind that could affect your credit score right
7:34
so to stop your balance from going up you just won't be able to use your credit card and here
7:39
are some things you may want to do while you're on the 30-day hold you can get advice from a free
7:44
independent debt management company right so for 30 days you know since you said that you've fallen
7:49
behind with you know multiple credit cards and you're yet to get in touch with them so we can
7:54
give you this breathing space where from our end you know it's a big plus if we are able to you
7:59
know freeze interest on a credit card and you're yet to get in touch with them so we can give you
8:00
credit
8:00
credit card right so we can see um yeah interest on the credit card and then you know at the end
8:06
of 30 days if you still feel like no i need help you know clearing off this um balance or whatever
8:12
else we can set you up on a longer term repayment plan once the 30 day hold comes to an end i'll
8:17
give you the date at the end of this right and then um we can do that and also uh at that time
8:25
when you give us a call we might have to go through a budget so in case you don't want to
8:29
go through a budget now on the call with us because you may be unsure of certain expenditures
8:33
you know if you're not sure of how much you spend on clothing footwear etc what you can do is you
8:37
can fill up the budget online on the mobile banking app okay okay and then give us a call
8:42
so we will automatically retrieve the budget right okay okay so with all this in mind would
8:47
you want to go ahead with the hold yeah that would help a lot and i hope that by the end of
8:51
the 30 days i've got some things to sell that i'll be able to bring the account in line i hope
8:56
anyway so that would be perfect
8:58
you
8:59
oh yes definitely
9:00
Okay. Okay. Just before, you know, I'm able to tell you a bit more about the 30-day hold,
9:05
are there any forms of physical, mental health, personal, or family circumstances impacting you?
9:10
I do have some physical health problems, yes, which is a large reason why I've got problems.
9:16
If you don't mind telling me.
9:17
Yeah, I have a condition with eating food, and I'm going to need big surgery.
9:22
So I've not been eating. My voice is affecting my throat.
9:26
It's basically, it's called achalasia.
9:31
Achalasia.
9:32
Yeah, A-C-H-A-L-A-S-I-A.
9:36
It means I can't swallow food, and I am going to need an operation.
9:47
That sounds pretty serious, Venom, and I'm really glad that you've given us a call, you know, despite this.
9:56
So has that in any way impacted your finances?
9:59
You said that, you know, the...
10:00
Yes.
10:00
which is one of the main reasons why.
10:01
Yes, I run a business, and it suffers a lot because I've not been well.
10:06
Oh, so you're not able to run the business because of your health condition?
10:09
I'm continuing to run the business, but it's badly affected.
10:13
I've struggled to make it work some days.
10:16
Uh-huh, uh-huh, okay.
10:18
The performance hasn't been good because of this.
10:22
Right, right, I understand completely.
10:24
With such serious health conditions, health should be the biggest priority,
10:30
but it's just, you know, yeah, with everything else, I don't understand.
10:34
It must be difficult.
10:35
And you're on medication for it, is that right?
10:38
Because, you know, you're considering operation.
10:40
There's no real medical option other than surgery,
10:43
so I'm not taking anything, but I'm under the care of the surgeons.
10:48
Uh-huh, okay, okay.
10:50
All right, and when is the surgery happening?
10:52
That also might be having an impact on the finances, right?
10:55
Further tests to go on before the surgery will be planned.
11:00
it should be within the next few months right okay and do you think it might take you know
11:08
about 12 months or more for it to you know recover completely for you to be back yeah i expect to be
11:15
in good health again in a year's time hopefully less i think early next year but at the same time
11:22
i'm working on the business i have a team so we're we're turning things around anyway and
11:28
my income should recover regardless of my health right right i understand okay all right just wanted
11:37
to you know make note of this um okay so the reason you know i asked is there anything else
11:44
that you know we haven't discussed so we've learned about athalasia the fact that you're
11:48
going to have an operation and the fact that it's had an impact on your finances because
11:53
you know you've not been able to perform very well because of the health condition
11:57
and the business has suffered because of that
11:59
is there anything else
12:00
that you know we've not discussed no i think that's my only excuse really to be honest okay
12:05
no no no i understand and it's very valid uh benham but it's okay you know the reason i asked
12:10
you this was because we do have specialized teams so i just want to get in touch with them
12:14
and you don't have to repeat yourself i understand it's already difficult with you know especially
12:18
your throat because it's affecting it so um you don't have to repeat yourself i'll just speak to
12:23
my colleague and let them know that you know this is what you're going through because that team
12:27
takes actions on your account keeping in mind your individual circumstance so even going forward
12:32
they would be the ones dealing with the account right so don't worry i'll just quickly get in
12:38
touch with them um then um just just put me on speakerphone so you're not straining yourself
12:44
and when i'm fine really don't worry i have to use my voice all day anyway it's okay
12:48
yeah okay i'll just quickly give them a call benham just please stay online okay
12:55
just please bear with intermittent beep tone in the
12:57
meantime
12:58
i'll just quickly give you back just give me
13:00
five minutes while I do this. In case it takes longer, I'll just keep you informed.
13:04
No problem. Thanks a lot. Thank you.
14:00
Thank you.
17:54
Thank you so much for waiting patiently.
17:56
So my call is still in the queue.
17:57
It's just because of the high call volume.
18:00
with me for you know three to five minutes the moment i speak to my colleague i'll just
18:03
you know put you in uh there okay and i'll let them know about the 30-day hold so they'll just
18:09
you know read out what the 30-day hold is action it for you and help you otherwise okay no problem
18:14
thank you for understanding
22:25
Benin, thank you for waiting patiently.
22:28
So I just got in touch with one of my colleagues, okay,
22:31
just explaining everything to him so you don't have to repeat yourself.
22:35
The moment my colleague profiles your account and is ready to take over,
22:39
I'll just put you through, okay?
22:42
Hello?
22:46
Hello there.
22:47
Sorry, sorry.
22:48
I did put you on loudspeak like you advised.
22:51
I forgot.
22:52
You couldn't hear me.
22:53
No, no, that's okay.
22:54
I was just saying I was speaking to my colleague and explaining everything.
22:57
So I think I'll just let you know when I'm done.
23:00
All right.
23:01
Thank you for your help.
23:02
Thank you.
23:03
Thanks.
23:04
Bye-bye.
23:04
I'll just come back and give you this team's number for future reference.
23:08
Just keep a pen and paper.
23:09
For sure.
23:09
I'll just be back.
23:10
Thank you.
25:47
Thank you so much for waiting patiently.
25:49
So I'll give you the number for this team just for your future reference.
25:53
Go ahead.
25:58
0800-015.
25:59
Yes.
26:00
double nine double eight okay perfect thank you okay so their working hours are 8 a.m to 6 p.m
26:07
monday to friday and 9 a.m to 5 p.m saturdays okay so you have that idea as well okay benham
26:14
thank you so much for giving us a call i really hope the operation is fine your health is fine
26:18
all the very best thank you very much you're welcome okay so so it's left like this now
26:25
there's the five the 30 days hi there hello hi there good good afternoon sir hi you're through
26:34
to letting the financial assistance team uh i'm sorry i thought i thought you i'm sorry did i
26:38
interrupt sorry no no no no no no go ahead okay i was being silly don't worry no it's okay it's
26:44
no problem i was going to say my colleagues provide me with sort of the details the gist
26:47
of sort of um the reason for your call so far so i've got all the information here which i'll
26:51
double check with you anyway um yeah that's fine i'll i'll take it from here so uh yeah
26:55
you're welcome
26:55
that's fine okay is that okay
27:00
But she's gone.
27:00
She's gone.
27:01
Okay, that's fine.
27:02
Fantastic.
27:02
Thank you very much for that.
27:03
And how would you like me to address you?
27:04
How can I call you during this call?
27:06
Anything that you like.
27:07
Okay.
27:07
Is that better if it helps?
27:10
Am I going to call you Benham?
27:12
Is that how you pronounce it?
27:13
That's fine, yes.
27:14
Okay, fantastic.
27:14
Thank you very much for that.
27:15
Right, so I'll recap in just a moment what my colleague went through,
27:20
and then we'll sort of take it from there.
27:22
To help you today, of course, this may have been a bit of a dread,
27:24
but I do apologize.
27:25
To help you today, I'm going to ask you a few questions
27:27
to understand a little more about your reasonable call-in situation
27:29
and finances.
27:31
This may include, of course, completing the budget together.
27:33
If you don't have the information to hand or time to cover everything,
27:37
I may not be able to do all things for you.
27:39
I'm also letting you know about some other help that is available
27:41
that you might find useful.
27:43
You have to carry on?
27:44
Yes, of course.
27:45
Fantastic.
27:45
Thank you.
27:46
So this in relation, of course, to your credit card.
27:48
So what I'll do is I'm going to first and foremost just recap the answers
27:50
that you've given so far, and then I'll sort of take it from there
27:53
just to make sure.
27:54
Before we talk through the situation,
27:56
I'll ask you some quick questions to make sure we're supporting you
27:58
in the right way.
27:59
My colleague asked you this.
28:00
whether it's a mortgage on the property you said yes uh are you up to date with it that's a yes as
28:04
well uh do you think you'll be able to keep up the payments from now on essentially going forward
28:09
that's a yes uh do you have any secured loans against the property that's a no
28:14
yeah are you finding it hard to keep up with payments to other companies your money to
28:17
the answer is yes all the creditors not pay their loans providers uh absolutely and you get any
28:24
independent advice from a debt management company the answer is no uh are you struggling with
28:29
priority payments so the really important bills other than your mortgage you know utilities
28:34
that's a no as well and in terms of having a ppi insurance that's a no as well okay
28:38
that's fantastic so before we just continue with this um my colleague of course advised me that
28:43
you you have i'll tell you what i'll ask you this question but i think you may already be
28:48
answered this anyway are there any physical mental health personal or family circumstances
28:53
that impact you i don't have a physical condition which is of course me
28:58
you
28:59
difficulty with
29:00
and a business has been affected.
29:02
Yes, a calasia, if I'm not
29:04
correct.
29:05
Absolutely. And of course, you've
29:08
answered the next segment as well. It has obviously
29:10
made it hard for you in terms of
29:12
managing your money, essentially.
29:14
There's the business, so that's a yes
29:16
as well. Now, what I'll do is I'm going to add
29:18
this here just to see what sort of support we
29:20
can essentially provide going forward.
29:22
How would you, and again,
29:24
do forgive my
29:25
ignorance. I've put on Google,
29:28
it's obviously, it says here calasia
29:30
is a serious sort of lifelong
29:32
swallowing disorder,
29:34
which is
29:36
typical to see. It's not sort of
29:38
obviously considered immediately sort of fatal,
29:39
but essentially it's
29:42
let's go back to the next segment, sorry.
29:44
Just see if I'm correct here.
29:46
It's a long
29:48
story. It's a complicated,
29:50
very rare condition.
29:52
It's not life
29:54
threatening. It's not even life limiting
29:56
if it's managed properly.
29:58
The symptoms
30:00
can
30:00
be quite, can drastically affect the energy, sleep, ability to eat, obviously, imagine
30:06
if you can't eat anything but soup for days and days, then it's, or drink fluid, and I've
30:14
had it for a while, but it's worsened a lot, and I'm going to need quite major surgery
30:21
to rectify it, or allow me to eat, basically.
30:27
No, absolutely, absolutely.
30:28
So, the way it's affected me is, yeah, it's very hard to concentrate at work or to think
30:34
of anything, trying to run a business, and it's not easy like that.
30:41
Absolutely, absolutely, absolutely.
30:45
Thank you very much for disclosing that.
30:49
What I'll do is, again, it does state here, again, I'll just use your Google, if anything,
30:55
that it is essentially a serious, sort of lifelong condition, because it prevents food
30:59
from eating.
31:00
passing into the stomach and it states of course that you know if left untreated can lead to severe
31:05
malnutrition weight loss lung infection from sort of inhaled foods and and and there's a small of
31:11
course increased risk of sort of um you just have to pronounce that esophageal esophagos of cancer
31:18
yeah that's obviously it's most of the risk if it's left untreated okay i'm gonna i'm just gonna
31:24
add that here for you what i'll do is um let me see uh i wasn't expecting to call with a
31:34
sob story and uh it is an excuse but i think the lady mentioned something about a 30-day freeze i
31:41
think that would be i will yes yes yes absolutely some other credit cards as well like 30 days i'll
31:49
be able to we're not talking about a huge amount of money either i mean
31:53
okay
31:54
Okay, it's not nothing, but I'm sure I'll be able to catch up with you in 30 days anyway.
31:58
Okay.
31:59
No, that's absolutely fine.
32:00
Again, if you're still impacted in 30 days' time, as I mentioned, we can look into that.
32:04
But that's obviously account-specific.
32:06
What I'm doing now is I'm just going to have a brief note here just to first and foremost see what sort of support we can provide you going forward with things like, I don't know, communication or if, for argument's sake, you ever need to go in branch and you're tired, we may arrange for you to have a seat, for example, to be seated at San Diego, some of those kind of things.
32:24
I think maybe we overkill that, to be honest.
32:26
I'm not, you know.
32:28
Oh, that's an example.
32:29
That's an example.
32:30
I understand.
32:31
You may not need that.
32:32
I mean, there's potentially other things that we might be able to put in place.
32:35
What I'll do is I'm just going to try and sort of just add this here.
32:40
But just to, if that's okay with you, I'd like to place you on hold very briefly for three to five minutes.
32:45
It may take a bit longer.
32:46
Now, if my colleague, obviously my colleague placed you on hold before, you're probably aware that there's only beep in the background.
32:51
There's no music.
32:52
So I'll be as quick as I can.
32:54
If for any reason the line's cut off, I'll call you back on the mobile.
32:58
And then it's done.
32:58
And 8-2-0-0.
32:59
But just stay on the line.
33:00
forward and i'm happier with beeping the music anyway depending on the music yeah all right
33:06
thank you thank you
40:01
it's not
40:03
hi there thank you patients sorry for the wait once again i've just uh just going through the
40:07
details here for you thank you and and going going forward then in terms of um in terms of
40:13
what we can do i don't know support that we can offer potentially in terms of the way we communicate
40:16
or any notes that i can live on our systems uh for essentially all the colleagues that you may
40:21
have to speak to uh given has your surgery date first and foremost sort of being confirmed or
40:26
are you still waiting to be put on more tests and things i've had surgery before i'll be having
40:32
surgery again but it'll be it could be within months it's at my discretion really yeah it's
40:37
quite risky and complex so i'm not in a rush yeah absolutely absolutely so you've had the
40:43
surgery before right okay dear me okay it's absolutely fine
41:00
In terms of going forward for the time being, do you feel like, is this causing you sort of a speech difficulty at all?
41:07
Is it just affecting your voice?
41:09
No, my voice is affected at the moment, yeah.
41:11
I don't usually sound like this, but I'm not.
41:14
So would you say that generally, right now, for the time being, would you say that you sort of sound perhaps a little bit different than you usually sound?
41:22
I do sound different to you, yeah.
41:23
I definitely don't sound like this usually, like a heavy smoker, I'm not.
41:27
Okay, no, absolutely, absolutely.
41:31
I don't think I need any special treatment or anything, I just wanted to get the account back under control, that's all.
41:42
Absolutely, absolutely, I will address that for you in just a moment, that won't be a problem at all.
42:11
Okay, that's actually fine.
42:12
No problem at all.
42:13
Just add that here.
42:14
So there's nothing at all that you can think of for the time being
42:17
in terms of anything that we can help you with.
42:19
But if you change your mind, of course, you can always give us a quick one.
42:23
Thank you.
42:24
No problem.
42:25
Nearly finished with the segment.
42:26
Thank you for your patience.
43:20
Essentially, this is essentially the main reason why this account is sort of arrears.
43:25
It's just a health condition.
43:27
It's my excuse, yeah.
43:28
Yeah, which is fine.
43:31
And are you on any medications at the moment for this?
43:54
Or is the other prescribing?
43:55
I'm not really on any medicine now.
43:57
It's really only...
44:45
and make you aware
44:46
I mean you're probably
44:47
already aware of this
44:48
but when it comes to
44:48
obviously
44:49
critical sort of
44:50
serious illness like this
44:52
NHS Direct of course
44:53
is quite helpful
44:54
in terms of
44:55
you are
44:56
I suspect you're already
44:57
you're already
44:58
dealing with NHS
44:58
Yeah
45:00
Absolutely. I'm just going to read this out as well, if that's okay.
45:03
Thank you for telling me this. I'd now like to note it down.
45:06
This will help us provide the support you need each time you call.
45:09
I may share it, of course.
45:11
Sorry, we may share it with other Lloyds Banking Group companies and our support partners.
45:14
If you want to change it or remove it at any time, just ask, okay?
45:19
Are you happy for me to note down what you just told me and anything else that you tell me today?
45:23
Yeah, of course.
45:24
Yeah, fantastic. And are you okay? Are you happy to carry on this call?
45:27
Yes, absolutely.
45:28
Yes, absolutely. We can end it there now. Thank you for your patience.
45:31
Okay, so we're going back to where we left off.
45:34
And just looking at – that's just a credit card, really, and other accounts.
45:41
All right, let's have a look. Let's see.
45:50
Of course, four misspends.
46:02
Okay, it's usually around the 3rd or the 4th of each month.
46:05
The next one is due to the 3rd of August.
46:08
Okay, and the data debit, I can see you've managed to cancel that.
46:12
Okay, that's fine.
46:25
Yeah, absolutely spot on.
46:27
Okay, so obviously because you do also have sort of all the creditors
46:31
and you haven't liaised with the debt management of the company previously,
46:35
did my colleague, mind you, I think she probably wouldn't have had sufficient time to cover that,
46:39
but have you ever heard of organizations like StepChange and Money Wellness at all before?
46:45
Yeah, I've heard of them.
46:46
She did mention them, I think, yes.
46:47
Oh, she did?
46:48
Okay, that's up to you.
46:49
Okay.
46:51
I haven't done that route yet.
46:53
Okay, that's up to you.
46:53
I don't think my situation is too terrible, to be quite honest.
46:58
I'm hoping to just bring everything.
47:01
up to date myself.
47:04
Okay, that's absolutely fine.
47:05
I mean, to be fair, this hold is sort of triggered
47:07
given the answers that you've sort of provided
47:09
because you also have, of course,
47:13
unsecured arrears
47:13
with other financial institutions,
47:15
not necessarily priority bills.
47:17
So it states here that before we look to set up a payment
47:19
plan for you, we can give you up to
47:21
30 days, of course, to prioritise the things we've
47:23
discussed, which again is obviously
47:25
other creditors as well.
47:27
And to seek any more help and support you may
47:29
need. We won't charge fees
47:31
or interest on your accounts.
47:33
If you still want to make a payment, just pay
47:35
what you can afford. Of course, if you
47:37
fall behind, as I'm sure you're aware,
47:39
it could affect your credit score.
47:42
Stop your balance going up.
47:43
Now, once we apply this hold, you won't be
47:45
able to use the credit card.
47:47
And here are some things you may want to do
47:49
on this 30-day hold is, of course, get some
47:51
advice from a free, independent debt management
47:53
company like StepChange. And by the way,
47:55
they don't just...
47:57
Obviously, I'm not sure what you know
47:59
about.
47:59
But...
48:00
But essentially, we can try and sort of help you as much as we can in relation to the accounts that you hold with ourselves.
48:05
But we will never be able to address, obviously, your finances holistically.
48:09
And the other thing, of course, is we're not qualified to provide financial advice.
48:12
They can provide free financial advice, and they can address a number of things for you.
48:16
In certain circumstances, they may be able to contact lenders on your behalf.
48:19
But they don't just deal with – and again, correct me if I'm wrong, but just the way you said that earlier,
48:24
it gives the impression that they don't just deal with bankruptcy, if that makes sense.
48:27
They don't deal with the worst-case scenarios.
48:29
They can help with a lot of things.
48:31
Organizing things, yeah.
48:32
Yeah, they can do a lot of things.
48:34
So in terms of sort of, let's say – again, there's quite a few of them.
48:38
We usually say step change and money wellness.
48:40
But in terms of step change, would you like me to give you a contact number or arrange for a text?
48:44
I'll find them. It's all right.
48:45
Okay. Fantastic.
48:46
Not a problem at all.
48:47
And with all of this in mind, do you want to go ahead with this 30-day hold?
48:51
Yeah, if you wouldn't mind, because as I said, all the credit cards, I'll be able to talk to them too and then get something in place.
48:59
Absolutely.
49:00
put this in here uh okay i'm just going to read this out if that's okay right so given what you've
49:12
said we've agreed the 30-day hold so you can seek some help and support uh we'll stop obviously
49:18
fees and interest on all your accounts while this holds in place if we haven't stopped them already
49:22
they'll stop in the next uh five days when you're when you're back on track we'll write to tell you
49:27
of course they'll start again you can still make payments during this hold uh but the amount of
49:32
of course you will go up if you pay less than sort of usual uh please call us of course if
49:38
anything changes or before this whole sort of ends i'm literally just reading this out so if
49:42
there's anything at all that you're not sure about it's actually fine so in terms of the credit card
49:48
itself uh of course you won't be able to use the credit card during this hold you will be able to
49:53
use it again around 42 days from the end of this hold if you're up to date with all your accounts
50:00
ourselves so essentially once the account is brought up to date it's sort of up to 42 days
50:05
thereafter if that makes sense yeah so uh obviously maybe maybe 40 42 days beyond the next 30 days
50:12
may take a bit longer to sort of cover that okay so your um your monthly payments will still show
50:20
on your statement but please only pay what you can afford we'll refund any late payment fees
50:24
charged since your recent recent sort of missed payments we won't charge them again of course
50:30
while you're on this 30-day hold if you miss a payment when you're back on track we may charge
50:35
them again and in terms of the credit file impact your credit score may go down when you are behind
50:40
make reduced payments or use an unarranged overdraft this makes borrowing harder each month
50:46
we update the credit reference agencies about your accounts any impacts of course there's a
50:51
credit file for six years there's a quite a bit of a chunk that i just went through there yeah
50:55
there's everything that i've covered sort of makes sense sorry no it's fine yeah absolutely
50:59
okay so
51:00
um
51:01
Okay, well, I'll do it.
51:02
Let me just make a brief note of this.
51:03
So this hold is going to technically expire on 26th, 24th of August.
51:09
Do you do online banking at all?
51:10
Yes, I do, yeah.
51:11
You do?
51:12
Fantastic.
51:12
So what I'll say is, in terms of step change, of course,
51:15
you can do your own research,
51:16
but the contact details for these organizations will actually be on the app
51:20
for debt management companies.
51:22
You can access your credit file as well via the app,
51:24
just to make you aware.
51:26
There's also something called a benefit calculator there,
51:29
which if you complete, as expected,
51:31
I don't know if there are any benefits that you may be entitled to,
51:34
but you're not even aware of.
51:36
Did my colleague provide you a direct line earlier on?
51:39
Yes, I've got your direct line.
51:41
What does that direct line end in, if you want me to ask you?
51:44
Oh, I can't remember.
51:45
I recorded it.
51:45
We're on a voice note, I'm afraid.
51:47
I don't have it.
51:47
That's okay.
51:48
As long as you have it, it's absolutely fine.
51:49
We are the financial support team,
51:51
and we're open Monday to Friday from 8 until 6,
51:55
and then Saturdays from 9 until 5.
51:57
What I'm going to do now,
51:59
is just before I let you...
52:00
You go, I'll have to just place a halt to the final times for a couple of minutes
52:04
just to make sure there isn't any extra support that I can give
52:06
or something that I've missed for you.
52:08
Okay.
52:08
I'll be as quick as I can.
52:10
Three to five minutes.
52:10
I'll be right back.
52:11
I was going to ask you, though.
52:12
I didn't know about even the 30-day halt.
52:15
I was expecting to phone and say,
52:17
I can't make the full payment for everything that's outstanding by the 3rd of August.
52:23
So can I have sort of six weeks to do it?
52:25
I think that's basically answered with the 30-day halt anyway.
52:28
Yeah, as well.
52:29
But if we were going beyond that, if I can't do it,
52:32
can we come to a payment plan and what does that entail?
52:36
Does it mean the account gets closed?
52:37
I really don't want to lose the account.
52:40
No, no, not straight away.
52:42
No, no, no.
52:42
I mean, the account, obviously, we applied the 30-day halt first and foremost to do two things,
52:48
about three things, really, to allow, obviously, for you to address other arrears
52:51
and speak to, obviously, the debt management company if possible.
52:54
Do the things, of course, to freeze the interest when you struggle financially.
52:57
There's no point in the interest applying.
52:58
You know, we're…
52:59
We're essentially…
53:00
you're in arrears and the other thing of course is to also stop the usage so when when a hold
53:06
like this is put in place stops the usage simply not to essentially allow balance to increase yeah
53:12
at least your debt remains the way it is but what's going to happen of course is that if a
53:17
payment is is missed if for example the full payment for early august is missed obviously
53:21
the arrears will increase because of the missed payments yeah but at least they won't increase
53:25
because of the interest but on the other hand again this is a hold in terms of everything that
53:31
i mentioned and in terms of the correspondence so you will receive a letter to confirm the details
53:35
but you won't continue to receive correspondence advising the accounters in arrears for the next
53:39
30 days that's the whole point so if you wish to make a payment uh because the valid debit is
53:43
inactive you can pay whatever you like yeah whatever you you know you can do whatever you
53:49
like essentially the way you were doing it before online you can make the payments it's not an issue
53:53
if you can't clear all of the
53:55
arrears of course within the next 30 days that's fine when this 30 day holds about to expire as i
54:00
and it will finish on the 26th of next month,
54:02
but you will receive a letter as well to confirm that.
54:05
You can just give us a quick call.
54:06
If you're still struggling by then,
54:07
then we'll see what else we can do for the time being, okay?
54:10
Okay.
54:10
So there's always – this is just essentially what the system sort of triggers
54:16
as support for the time being.
54:18
Okay.
54:18
But we can always revisit this.
54:20
It doesn't mean that if you can't clear the areas,
54:23
literally by the end of the third day, the account will close.
54:25
That's not what it means.
54:26
Okay.
54:26
No problem.
54:27
Yeah.
54:27
Yeah.
54:27
Okay.
54:28
Fantastic.
54:29
So, okay.
54:30
Anything else before I place you on hold?
54:32
Don't worry.
54:33
Go ahead.
54:33
It's fine.
54:34
It's fantastic.
54:35
I'll be right back.
54:35
Thank you.
54:36
Thank you.
54:37
Thank you.
56:11
I don't know what you want me to do.
56:13
I don't have anything at all.
56:16
I'm busy. I'm working.
56:17
I don't want to waste half an hour tomorrow working.
64:28
Thank you for your patience. Sorry for the wait. I'm nearly finished with this process. I'll be right back.
64:32
Thank you.
67:04
Okay, something curious now. I'm trying to connect to my home back, but it's from the actual page of all VNCs.
67:15
Maybe VNCs don't know, but that's essentially what I'm trying to sleep like that.
71:04
Hi, thank you patients once again. Sorry for the wait. That is all done. There's nothing else. We've covered pretty much everything. So the hold is, I've keyed all that in for you. You probably won't be able to see it online straight away. May 20, 25, even half an hour. We should be able to see all the details online. And that is all done. Any questions at all?
71:22
No, that's great. So hopefully in those days, within that, I'll have the account back in good standing and we'll take it from there.
71:29
Absolutely spot on.
71:30
All right then. Thanks for your help.
71:31
Thank you for your time. Have a good day.
71:33
You too. Bye-bye.
71:34
Thank you. Bye-bye.