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Welcome to Virgin Credit Cards. A member of our team will be able to help you.
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Before we pass you over, please note that we may record your call for training and monitoring purposes.
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If you are calling to make a payment, please press 1.
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If you are calling to update your details, please press 2.
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If you are in financial difficulty and struggling to make a payment, please press 3.
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For anything else, please press 4.
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Sorry, our team are busy talking to customers at the moment, but we'll answer your call as soon as we can.
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Good evening. You're through to Summit. What can I help you with?
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Hello. I'm calling about my credit card that is over the limit and I've had some missed payments.
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And I was wondering if you could give me some time to sort it out for a few weeks.
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All right. Let me just have a look. Can I start by taking your 16-digit card number, please?
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5276-6900.
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6-0-0-4-9-3-8-8.
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Thank you.
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And before proceeding, I also need to advise you that this call may be recorded for training and security.
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No problem.
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And let me just get through quick security.
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Could you confirm your full name, please?
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Ben Amaraff.
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Could you confirm your full date of birth?
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24th of January, 1987.
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And your full line of address, including the town and the postcode?
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10 St. Oswald's Way, Sheffield, 7-2-A-A.
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Thank you.
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Could you also confirm the email address, please?
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Benam-Araf-Araf.co.uk.
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Thank you.
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Okay, so that's your past security.
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Let me just quickly confirm the contact details.
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We hold this up to date as well.
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Sure.
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So you have already verified the email.
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I can see there is one mobile number on record, ending with 2-0-0.
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Correct.
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And your current address is 7-2-A-A.
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All up to date, yeah?
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Yes, up to date.
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And do you have any other versions?
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money or Clydesdale products besides this? No, I have nationwide accounts, but not
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Virgin or Clydesdale. All right. So just quickly getting an account overview. I can see your
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current balance is showing £13,493.38 against your limit of £12,500. Yes. And I can see the
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account is currently in the fourth month in arrears amounting to £1,418.85. Yes. It's also
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over-limited by £993.38. Yes. And I can see there was a minimum payment of £368.62, which was due
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only 26th of this month. Yes. Right. So I can see there's no direct debit setup on your account. So
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I guess you have been making manual payments according to your convenience here. In the past,
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yes. Just at the moment, I'm struggling a little bit to do those.
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Okay, so if you can briefly reiterate as to what kind of difficulties are you facing at this point?
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I had some health problems with eating food in my digestive system,
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and I should be due to have an operation.
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Sorry, it affected my voice and everything.
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It's made it difficult for me to work.
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I work for myself, self-employed, and I've continued working,
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but my performance has been very bad.
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But I'm improving now.
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Now I'm receiving treatment, and I'm due to have surgery in around six months' time.
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But I'm already feeling well enough to work, and my income is recovering.
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So I'm starting to address my debts and try to clear them up as quickly as I can.
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All right, so things are looking up at this point, yeah?
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They're looking like they will be better in future, yes.
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Just I'm left without any cash at the moment.
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All right.
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And basically...
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Basically, since you have been sharing sensitive health information regarding your case,
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So I would need your consent in order to note down all this information
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that you have shared on the account, okay?
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Of course, yes, no problem.
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All right.
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So just for your information, we make the notes in our database
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so we can look at them the next time we speak with you.
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And we won't be sharing this information outside the organization
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and with only the relevant network service providers.
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And you have the right to remove this information at any point, okay?
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Okay, no problem.
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And we also have some contact details for free independent money advice services
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like StepChange or TurnToCharity that you can avail
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should you require that in the future, okay?
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Okay, thank you.
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All right.
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So I'm just checking up some additional details on the account
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so as to a certain what kind of payment arrangement we can put on account, okay?
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Okay.
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So no active promotions on your account.
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I can see there have been no late fees over the last nine months.
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So that is all fine.
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And let me just quickly check the credit file impact.
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So there have been three credit file impacts reported up until the last month
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due to the arrears, okay?
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Okay.
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So just for your general information, usually what happens is that the balance
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and the credit limit are both...
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reported to the credit file at the end of each month yes if you are exceeding
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the credit limit or missing any payments that can create a loss of promotion
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account being blocked and impact to the credit file okay
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so just bear with me for about a couple of minutes i'll just uh find some
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relevant information regarding some historical arrangements
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and then come back to you okay thank you thank you
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Right, so I was just basically retrieving some additional details from the account, okay?
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Okay.
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And I can confirm that there was no prior arrangement that had been applied on the account, okay?
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Yes.
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All right, and I just need a couple of relevant information before we can proceed with the payment arrangement, okay?
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Okay.
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Let me...
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So I presume that you are receiving...
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appropriate support and assistance regarding your health issues?
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Yes.
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At this point?
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Yes, yes, possibly.
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Right.
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And you stated that you'll also be undergoing an operation.
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Could you say when will that be?
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Maybe around six months.
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There are more tests I have to have before that.
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Okay.
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So, basically, you do have a couple of options that you can avail at this point, all right?
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So, there are some long-term and some short-term payment arrangements that you can avail at
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this point, according to your own affordability and convenience, okay?
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Okay.
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So, do you see your circumstances changing within the next three months or so, or will
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it take more than that?
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I think within three months, I'll be in a much better position and a much better income.
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Okay.
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So, for that, we'll be able to put a short-term payment arrangement on the account called
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a breathing space, okay?
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Okay.
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So, let me just quickly cover some terms and conditions for the breathing space so that
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you are well aware of this as well.
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Okay.
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So, if we apply the breathing space payment arrangement from...
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today's date what will happen is that your interest and fees will stop generating okay
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they will be suppressed for the duration of the whole period unless it's a slice account the plan
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fees are not suppressed okay your card is blocked for this time or will continue to be blocked if
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already blocked yes if during reading space your account has three missed payments a permanent
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block will be applied to your account okay and your statements will still generate any missed
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payments would show as arrears if not paid by the next statement and this may impact your credit
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file okay the promo the promo rates will be lost due to any missed payments there will be no
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collections contact made to you while you are on a breathing space but you still might receive any
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regulatory letters if applicable like a notice of some in arrears okay okay and we do advise you
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that you get back in touch within the whole period agreed to update us on your progress
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okay because after the whole period agreed if we have not heard from you the collections activity
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will again resume including calls letters text and emails you may also receive interest and loss
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of promotions and your card may be blocked
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okay okay if you go over your limit or miss any for the payments this may also impact
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your Cuddle file. Okay. So let us do one thing. Let me just initiate the breathing space for the
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next 30 days, starting from today. Okay. And by the end of 30 days, if your circumstances have
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improved, or if you want to extend the breathing space at that point, you can do so by the end of
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30 days. Okay. Okay. Overall, you have a total of 90 days that you can avail for breathing space
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within a 12-month rolling period. So initially, I'm just putting in for 30 days. And after 30
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days, just give us a call back to update us. Okay. If you want to extend the breathing space,
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or if you want to come off it, so on and so forth. Okay. Thank you. And I'll just give you the exact
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date for that as well, so that you are aware. Okay. So 30 days, starting from today,
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we'll give you time up until the 28th of August. Okay. All right. And by that date, I must bring
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the account fully up to date, yes? No, no. You're not obligated to make any payments, okay?
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It's just, it's basically like a time off. There will be no collections activity made to you during
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the breathing space. Okay.
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So you mentioned missed payments. Exactly. So that you can sort out your finances.
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Just basically manage your budget and then get back to us by the end of payment arrangement.
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All right?
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Okay.
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And in any case, I'll be releasing the correspondence for you as well on your email address and your postal address.
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Yes.
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Which will cover some of the terms and conditions for the breathing space, should you have any queries regarding that.
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All right?
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Okay, perfect.
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Thank you.
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All right.
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And if you could also state, what is the status regarding your prior tables at this point?
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Are they up to date?
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My what, sorry?
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Your prior tables, like your water, gas, electric.
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Oh, yes, it's all up to that, yes, yes.
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Right.
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All right.
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And do you have any other credit commitments besides version one?
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I do have a nationwide credit card as well and a Barclay card.
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And are those being sorted out as well?
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Nationwide has been put on a 30-day breathing space as well.
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All right.
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And the Barclay card, I haven't spoken to them yet.
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I'm about to call them after this call.
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Okay, no issues at all.
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So I'll initiate the breathing space from today's date, okay?
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Okay.
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On your account.
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And I'll also be releasing the correspondence for the breathing space.
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space, all right? Perfect. And all I will advise is should your circumstances change, even before
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the 30 days time period has expired, just give us a call back to update us, okay? Perfect. I will.
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Thank you. So anything else I can help you with or any questions at this point? That's fine. That's
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very helpful. Thank you. All right. No worries. Take care. Bye-bye. Thank you. Bye-bye.