0:03
Welcome to Nationwide Collections Department.
0:06
To help us to access details on your account,
0:09
please enter the 16-digit number that appears on your credit card.
0:13
To help us to access details on your account,
0:24
please enter the 16-digit number that appears on your credit card.
0:28
I don't have it with me.
0:29
Let's get someone to help you.
0:41
Calls are recorded to help improve our service.
0:45
We are committed to treat every member as an individual,
0:47
so please let us know about any access, health, or support needs you may have
0:52
so we can help you manage your money.
1:00
To Jeff at Nationwide, can he confirm your full name, please?
1:04
Benham Raff Raff.
1:09
Sorry, can I take this one?
1:10
Yeah, sorry, Raff Raff.
1:13
Benham Bravo Echo Hotel, November Alpha Mike,
1:16
and the surname is Raff Raff Romeo Alpha Foxtrot, Romeo Alpha Foxtrot.
1:28
And your date of birth, please?
1:30
24th of January, 1987.
1:32
Sorry, the first name again?
1:41
Benham, B-E-H-N-A-M.
1:45
N-A-M, okay.
1:46
Yeah.
1:47
Just be one moment, and then I'm just loading the account.
1:50
No worries.
1:59
If you could just confirm.
2:00
your date of birth again yeah 24 january 1987 and your address and postcode attend st oswald's way
2:09
s72aa okay and do you have access to the mobile banking app at all i do yes okay um are you able
2:18
to log into that yeah just bear with me bring it yeah sure yeah i'm in but now just one moment
2:32
you're able to log out of it and log back yeah sure that's okay yeah i'm back in
3:00
Okay. Thank you. So, yeah, you've passed security today, so I'm just going to check a few things.
3:08
I've got your mobile ending in two double zeros. Is that the correct one?
3:13
Yes, that's right.
3:14
Yeah, and then there's a work number ending in triple nine. Is that correct, Bobby?
3:18
That's correct as well, yeah.
3:20
That's great. And just checking if you have any health access or support needs that we need to be aware of?
3:26
Not really, I think, no.
3:28
Okay. And do you have any accounts or products with a company called Virgin Money at all?
3:32
Yes, I have a Virgin credit card as well.
3:35
Yeah, that's fine. So, all it is is just, as they are merging with Nationwide, if you have any queries with that account or need any help, you just have to contact them separately.
3:43
Separately, okay. I was going to ask that, but I can't answer that.
3:46
So, with ourselves then, because you've got a Flex account, Cash Builder, ISO and a credit card, is it the credit card you're calling about?
3:53
Yeah, it is. It's over the limit and it's in areas.
3:58
I was just going to ask if I could have...
4:00
sort of a montage so to bring my finances under control and bring it back in line
4:06
all right let me just have a look at the account for you um so it is currently showing then the
4:10
credit card is two months um in arrears yeah yeah and then they're like they're over the limit as
4:15
well so they uh so when you say you need another month what has been the situation sorry have we
4:21
had a change in situation yeah i've been quite unwell and i'm gonna have an operation uh for
4:27
a condition called achalasia so it's affected my ability to work quite a lot and i'm supposed
4:34
to be running a business it's not gone very well uh but i'm back to a certain level now that i can
4:40
manage to work again and we've got things under control so the business will be generating an
4:44
income for me again yeah we should be substantial enough to cover my debts uh it's just it's going
4:51
to take me a couple of weeks at least before i'm in a position to catch up with this and
4:55
uh the virgin credit card i
4:57
also call that
5:02
Sorry, you said you've got the Virgin credit card as well that you need to...
5:06
Yeah, I've got that and a bucket card, and they're all over, too.
5:09
Okay, no, I understand.
5:11
So how long have you been not working for, then?
5:15
I've been working just not very well for...
5:18
It's about three months now.
5:20
I mean, I run a business that means I can't just abandon it.
5:25
But I can move it to attend every day.
5:28
So it's been for a couple of months, really,
5:31
two or three months at least.
5:33
Okay, so you're self-employed, sorry.
5:36
Yeah, I'm a director of a company, actually.
5:39
Yeah, self-employed as well.
5:42
Okay.
5:43
So when you say you're waiting to have an operation,
5:46
do you know when that is?
5:48
Yeah, I'm pending some more tests, but it's on the stock,
5:52
and it's quite major.
5:54
It should put me back to full health eventually.
5:58
Yeah, okay, I understand.
5:59
So I just want to...
6:00
to check um so when i ask a client at the start of the call if you want any uh support needs you
6:04
want us to add so i don't know if you're wanting me to add any of the support needs about that
6:08
your health i mean i don't need any special treatment for it to be honest it's my excuse
6:11
for the day payment but uh disabled or anything i don't need any no no i understand it's just um
6:19
yeah no it's your choice obviously if you want us to add it it's just something that we do add
6:23
if customers are struggling just so we're aware and any member of staff will see that but you
6:27
don't want any any anything special training no no that's that's fine um i'll put that down
6:32
if anything changes and obviously you do want us to add anything then yeah let us know anytime
6:41
that's fine i'll put that down so just just checking with other bills and things like rent
6:48
council tax gas for electricity or mortgage are they up today at the moment they're all up to that
6:52
yes yeah that's fine and then you said you've obviously got other creditors and have you spoken
6:56
to them or do you need to speak the second one that i've
7:00
been talking to
7:02
Also, I've got Barclays card and they've given me 30 day, what do you call it, frozen
7:08
top printing space, whatever, and I haven't spoken to Virgin yet.
7:12
I was going to ask if you can deal with that account as well or not, but I guess not yet.
7:18
Yeah, we can't at the moment, no.
7:19
So Barclays is on hold and then you need to speak to Virgin, eh?
7:23
Yes.
7:24
Okay, I'll put that down.
7:26
And is there anyone else you have to support, like partner or children or family?
7:29
I have one child.
7:31
My wife works, so that's why I would pay her to date.
7:35
Okay.
7:36
Yeah, I'll put that down.
7:41
Okay.
7:41
So yeah, there's a few things we could do with the credit card then.
7:44
So if you think you need another month, then, you know, we could put it on hold, but then
7:50
obviously at the end of the hold, there'll be three months worth of payment.
7:54
Yeah.
7:55
At the moment, it's two months.
7:57
So do you think then if we did a hold, then it's...
8:00
In a month's time, would you be in a position to clear the arrears?
8:03
I expect so, yeah, but what's the exact amount I'd have to pay
8:06
to bring it up to there now?
8:07
I'm already thinking it's about £1,050.
8:10
So at the moment, including the last two missed payments
8:14
and the over-limit and then the payment due by the 14th of August,
8:17
the total is £1,041.32.
8:19
OK.
8:21
Yes, I don't think I could make that in the next week or so.
8:25
I could possibly make that by the 14th of August,
8:28
but I wouldn't want to promise and then fail.
8:30
And then there'll be another few hundred pounds.
8:33
Again, we'll be talking around £1,500 I'd have to pay
8:38
by the end of a month from now.
8:41
Or for the way it would be, 14th of September,
8:44
there'll be around £1,500 due as a minimum.
8:49
Yeah, so another minimum will be due then around about £354
8:58
by the 14th of September.
8:59
So, yeah.
9:00
Just on the 1500, so by then I'll certainly be all right.
9:03
I've got some assets for sale as well.
9:05
It may take a week or two, but in the worst case, I can sell them quickly.
9:11
Okay.
9:12
By September, it's definitely not a problem.
9:15
That's fine.
9:16
So, obviously, the issue is if we give you a 30-day hold, that necessarily holds it to the 29th of August.
9:24
Okay.
9:25
For example, if that's what I did.
9:29
It'll be all right.
9:30
It'll be less still.
9:33
I'm on the way.
9:34
I'm going to come up with 1500.
9:36
I mean, yeah, it'll be all right.
9:39
Yeah.
9:39
It'll be all right.
9:40
Yeah, that's fine.
9:41
Okay.
9:42
So, if we did the 30-day hold, then you think you could clear the 1041 then?
9:46
Yeah.
9:46
Yeah, absolutely.
9:47
Maybe more as well.
9:49
Okay.
9:50
No, that's fine.
9:50
I could put that down then.
9:52
So, if I hold it then for 30 days, then that would kind of take us to, what was it?
9:57
What was that date?
9:58
To the 28th of...
10:00
August yeah perfect so if I put by then then you think you can at least clear
10:06
the the 1,041 yeah definitely and perhaps take a bit more of a chunk off
10:12
as well yeah okay I'll put that down it's costing a fortune in interest as
10:17
well yep so I'll put that down and then it your direct debit is obviously
10:22
reversed in each month so do you want me to cancel that for now please yes I'll
10:27
do that now yes I've cancelled that now send a letter out so if you want to
10:37
reset the above see in the future let us know and obviously just let you know a
10:41
couple of quick things and with the credit card because obviously it's an
10:43
arrears and over limit then there is a block on the card just to make you
10:48
aware of that also being over limit and missing payments and it may impact your
10:53
credit rating and make you aware of that with the credit card then I'll put
10:58
that down in the notes that that's what you're going to look
11:00
to do if anything changes and obviously you know you can't pay then you know please let us know
11:04
there are the other options so if you can't pay then we could also always look at like some kind
11:09
of payment plan as well okay so we could look to you know help you with that so we to do that we
11:13
normally complete like an income and expenditure form yeah so that would be you know the next
11:18
option at the moment which is why i'm struggling with these income and expenditure forms anyway
11:22
because my income is very hard to predict yeah but yeah i don't know what you mean so okay
11:32
yep no that's fine um i'll put that down and if you obviously need any other help like free
11:36
debt advice there are companies like uh money wellness that you can speak to like you know
11:40
free debt advice did you want the number or are you okay sorry i'm fine without passing thank you
11:45
i've got it anyway okay that's fine and so like i said i'll put that down and then they hold for
11:50
30 days and that'll take the 28th of like say august and by then yeah i'll put that down so
11:54
you know you look to clear that amount yeah um i've cancelled the direct debit
11:58
and then yeah just be aware then there will be
12:00
Another minimum payment due by the 14th of September as well, then.
12:03
So if you can't pay that, then, yeah, if you let us know.
12:05
But then if you're fine, then that's fine.
12:08
I'll put that down there.
12:08
Yeah, any other changes, let us know.
12:10
So obviously with the, I can see you've got a Flex account.
12:14
You're obviously just in the overdraft.
12:15
Do you need to speak to them at all?
12:17
It's all right.
12:18
That's fine.
12:19
I've got some money to go in here as well.
12:22
Okay.
12:23
That's fine, then.
12:23
Is that all okay, then, today for now?
12:25
Yeah, thank you very much.
12:26
Thanks.
12:26
That's fine.
12:28
That's all right.
12:28
I'll hold the account, then, and then we'll speak to you in a month.
12:31
Perfect.
12:31
I hope the situation improves, then.
12:32
Thanks.
12:33
Bye-bye.
12:34
Take care.
12:35
Bye-bye.