# Call Recording Transcript

- Started: 2026-08-04 11:04:29
- Direction: inbound
- Caller: +443300538838
- Destination: Behnam
- Duration: 7m 45s
- Disposition: ANSWERED

## Transcript

- [2026-08-04 11:04:29 - 2026-08-04 11:04:49] **Unknown:** Hello. Hello. Good morning. Am I speaking to Mr. Brenham Raffraff? Speaking. Yes, my name is Erica. I'm coming from Burton. How are you today? Oh, very good. Thank you, Andrea. I'm good. Thank you for asking. Okay.
- [2026-08-04 11:04:49 - 2026-08-04 11:04:55] **Unknown:** Just to start, we need to let you know all of the calls are recorded for training and monitoring purposes.
- [2026-08-04 11:04:55 - 2026-08-04 11:04:56] **Unknown:** That's fine.
- [2026-08-04 11:04:56 - 2026-08-04 11:05:00] **Unknown:** Can you confirm your full address and the postcode?
- [2026-08-04 11:05:00 - 2026-08-04 11:05:03] **Unknown:** St. Oswald's Way, Sheffield S72AA.
- [2026-08-04 11:05:05 - 2026-08-04 11:05:06] **Unknown:** And your date of birth, please?
- [2026-08-04 11:05:07 - 2026-08-04 11:05:08] **Unknown:** 24th of January, 1987.
- [2026-08-04 11:05:10 - 2026-08-04 11:05:11] **Unknown:** Thank you very much.
- [2026-08-04 11:05:11 - 2026-08-04 11:05:12] **Unknown:** Okay.
- [2026-08-04 11:05:13 - 2026-08-04 11:05:18] **Unknown:** The reason for the call is, as we can see here, that there were two missed payments.
- [2026-08-04 11:05:18 - 2026-08-04 11:05:19] **Unknown:** Yes.
- [2026-08-04 11:05:21 - 2026-08-04 11:05:25] **Unknown:** How much would I need to pay to bring the account in line today?
- [2026-08-04 11:05:31 - 2026-08-04 11:05:44] **Unknown:** At the very minimum, it was £176.82, but before that, can I just ask, we have a direct debit set on the account, but I was unable to take the payments. Can you advise what was the reason?
- [2026-08-04 11:05:45 - 2026-08-04 11:05:58] **Behnam:** Yes, I had some other bills, some other credit cards, which took the money from my account, and I was left short for the button, I'm afraid. But I would like to pay it now and catch it up.
- [2026-08-04 11:05:58 - 2026-08-04 11:06:14] **Unknown:** All right, I see. Okay. Considering that your balance has gone over the limit, would you be able to maybe make the payment for the total amount, if the payment is going to be due this month again?
- [2026-08-04 11:06:14 - 2026-08-04 11:06:27] **Unknown:** No, if I wanted to. I mean, I want to, but I cannot. In fact, I don't know if you can help me with another account, because I've got a Debenhams account, New Day as well. Are you aware of that one?
- [2026-08-04 11:06:29 - 2026-08-04 11:06:32] **Behnam:** I would need to take a look at one account at a time.
- [2026-08-04 11:06:32 - 2026-08-04 11:06:33] **Behnam:** Okay.
- [2026-08-04 11:06:33 - 2026-08-04 11:06:34] **Behnam:** Do you want to deal with the account first?
- [2026-08-04 11:06:35 - 2026-08-04 11:06:36] **Behnam:** All right, no problem.
- [2026-08-04 11:06:36 - 2026-08-04 11:06:43] **Behnam:** In that situation, the broader picture, I also have that with the Debenhams New Day card,
- [2026-08-04 11:06:43 - 2026-08-04 11:06:45] **Behnam:** and it's a bit more than that one.
- [2026-08-04 11:06:45 - 2026-08-04 11:06:50] **Behnam:** I don't think it's a huge amount over either, maybe 500 times over, something like that,
- [2026-08-04 11:06:50 - 2026-08-04 11:06:53] **Behnam:** and I'm looking to bring both of them in line.
- [2026-08-04 11:06:53 - 2026-08-04 11:06:56] **Behnam:** The other one is on a 30-day breathing space pause.
- [2026-08-04 11:06:57 - 2026-08-04 11:07:00] **Behnam:** I can't remember the amount that's due there,
- [2026-08-04 11:07:00 - 2026-08-04 11:07:03] **Behnam:** and I don't know what's the best way to tidy it up.
- [2026-08-04 11:07:03 - 2026-08-04 11:07:09] **Behnam:** I can't settle both of them immediately, but I could bring the Burton in line, certainly.
- [2026-08-04 11:07:09 - 2026-08-04 11:07:11] **Behnam:** I have about 400 pounds to play with today,
- [2026-08-04 11:07:13 - 2026-08-04 11:07:17] **Behnam:** so I could bring the Burton in line and pay what I can from the Debenhams, I think,
- [2026-08-04 11:07:18 - 2026-08-04 11:07:22] **Behnam:** since it's on a 30-day breathing space, but I don't know the best way forward, to be honest.
- [2026-08-04 11:07:25 - 2026-08-04 11:07:25] **Unknown:** Sorry.
- [2026-08-04 11:07:25 - 2026-08-04 11:07:28] **Behnam:** I would like to take a look at one account at a time.
- [2026-08-04 11:07:28 - 2026-08-04 11:07:28] **Behnam:** I have something.
- [2026-08-04 11:07:29 - 2026-08-04 11:07:31] **Unknown:** I'm just going to take a look at Burton's account first.
- [2026-08-04 11:07:31 - 2026-08-04 11:07:31] **Unknown:** Okay.
- [2026-08-04 11:07:32 - 2026-08-04 11:07:32] **Unknown:** Okay.
- [2026-08-04 11:07:32 - 2026-08-04 11:07:34] **Unknown:** Did you say you could make the payment?
- [2026-08-04 11:07:35 - 2026-08-04 11:07:35] **Unknown:** Yes.
- [2026-08-04 11:07:36 - 2026-08-04 11:07:37] **Unknown:** £176.82.
- [2026-08-04 11:07:37 - 2026-08-04 11:07:38] **Unknown:** Yes, I can.
- [2026-08-04 11:07:39 - 2026-08-04 11:07:39] **Unknown:** Okay.
- [2026-08-04 11:07:39 - 2026-08-04 11:07:40] **Unknown:** Okay.
- [2026-08-04 11:07:42 - 2026-08-04 11:07:42] **Unknown:** All right.
- [2026-08-04 11:07:43 - 2026-08-04 11:07:46] **Unknown:** Will you be making this payment with your debit card?
- [2026-08-04 11:07:47 - 2026-08-04 11:07:52] **Unknown:** I'll do it from the app, if it's okay, using the pay-by-bank transfer.
- [2026-08-04 11:07:53 - 2026-08-04 11:07:54] **Unknown:** All right.
- [2026-08-04 11:07:54 - 2026-08-04 11:07:54] **Unknown:** Okay.
- [2026-08-04 11:07:54 - 2026-08-04 11:07:57] **Unknown:** You can make the payment through the app?
- [2026-08-04 11:07:57 - 2026-08-04 11:07:57] **Unknown:** Yes.
- [2026-08-04 11:07:57 - 2026-08-04 11:07:59] **Unknown:** On the Burton app?
- [2026-08-04 11:08:00 - 2026-08-04 11:08:00] **Unknown:** Yes.
- [2026-08-04 11:08:00 - 2026-08-04 11:08:05] **Unknown:** Just let me get this updated on your account, your limit fee.
- [2026-08-04 11:08:05 - 2026-08-04 11:08:08] **Unknown:** So that would bring your balance at the limit.
- [2026-08-04 11:08:08 - 2026-08-04 11:08:09] **Unknown:** Okay.
- [2026-08-04 11:08:09 - 2026-08-04 11:08:09] **Unknown:** Exactly.
- [2026-08-04 11:08:10 - 2026-08-04 11:08:15] **Unknown:** So I'll pay about £200 so that it's slightly comfortable and a little bit below too.
- [2026-08-04 11:08:16 - 2026-08-04 11:08:16] **Unknown:** Yes.
- [2026-08-04 11:08:16 - 2026-08-04 11:08:17] **Unknown:** All right.
- [2026-08-04 11:08:17 - 2026-08-04 11:08:17] **Unknown:** Okay.
- [2026-08-04 11:08:18 - 2026-08-04 11:08:19] **Unknown:** Yes.
- [2026-08-04 11:08:19 - 2026-08-04 11:08:23] **Unknown:** The remaining payment is still going to be due by the 17th of August.
- [2026-08-04 11:08:24 - 2026-08-04 11:08:24] **Unknown:** Yes.
- [2026-08-04 11:08:25 - 2026-08-04 11:08:26] **Unknown:** We still have a...
- [2026-08-04 11:08:26 - 2026-08-04 11:08:26] **Unknown:** How much did that be?
- [2026-08-04 11:08:27 - 2026-08-04 11:08:28] **Unknown:** £176.82.
- [2026-08-04 11:08:28 - 2026-08-04 11:08:28] **Unknown:** Thank you.
- [2026-08-04 11:08:28 - 2026-08-04 11:08:28] **Unknown:** Thank you.
- [2026-08-04 11:08:29 - 2026-08-04 11:08:30] **Unknown:** Just a moment.
- [2026-08-04 11:08:31 - 2026-08-04 11:08:31] **Unknown:** No problem.
- [2026-08-04 11:08:33 - 2026-08-04 11:08:39] **Unknown:** So if you're making a payment of £200, the remaining payment will be left for £72.45.
- [2026-08-04 11:08:40 - 2026-08-04 11:08:41] **Unknown:** Oh, that won't be a problem.
- [2026-08-04 11:08:41 - 2026-08-04 11:08:42] **Unknown:** I'll count that out.
- [2026-08-04 11:08:44 - 2026-08-04 11:08:50] **Unknown:** We have a direct debit set for the fixed amount to take the payment of £500.
- [2026-08-04 11:08:50 - 2026-08-04 11:08:52] **Unknown:** Does that need to be changed?
- [2026-08-04 11:08:52 - 2026-08-04 11:08:56] **Unknown:** Yes, please, if you could change it to the minimum just for now.
- [2026-08-04 11:08:57 - 2026-08-04 11:09:02] **Unknown:** Okay, and then you would be able to readjust it.
- [2026-08-04 11:09:03 - 2026-08-04 11:09:06] **Unknown:** Yes, after that I'll adjust it again to a higher amount.
- [2026-08-04 11:09:06 - 2026-08-04 11:09:10] **Unknown:** Yes, and in the meantime, if you could keep an eye on that Burdens account,
- [2026-08-04 11:09:10 - 2026-08-04 11:09:14] **Unknown:** leave about £65 for the balance to stay below the limit at minimum,
- [2026-08-04 11:09:15 - 2026-08-04 11:09:17] **Unknown:** so you don't have to be charged with an over-limit fee.
- [2026-08-04 11:09:18 - 2026-08-04 11:09:23] **Unknown:** And now let me take a look if I can find your Debenhams account.
- [2026-08-04 11:09:41 - 2026-08-04 11:09:46] **Unknown:** your Debenhams account is set with the payment holiday that's not ending until the 20th of
- [2026-08-04 11:09:47 - 2026-08-04 11:09:57] **Unknown:** October okay by the October ending on the 20th of October okay it's my mistake I thought it was 30
- [2026-08-04 11:09:57 - 2026-08-04 11:10:05] **Behnam:** days but it's more like 90 days okay and what's the balance and how much is it over the limit
- [2026-08-04 11:10:05 - 2026-08-04 11:10:14] **Unknown:** the minimum payment required to be made on Debenhams account is £1,293.17
- [2026-08-04 11:10:14 - 2026-08-04 11:10:22] **Unknown:** if that minimum payment is not going to be cleared I'm afraid your Debenhams account
- [2026-08-04 11:10:22 - 2026-08-04 11:10:26] **Unknown:** could be permanently closed and potentially could be forwarded to
- [2026-08-04 11:10:29 - 2026-08-04 11:10:34] **Behnam:** that collection agency i understand by when does that payment need to be made is that for the end
- [2026-08-04 11:10:34 - 2026-08-04 11:10:42] **Unknown:** of the holiday or is that sooner before the 20th of october okay so 1000 and the amount you gave me
- [2026-08-04 11:10:42 - 2026-08-04 11:10:48] **Behnam:** i wrote it down so that before the 20th of october and i would be able to return to a normal usage of
- [2026-08-04 11:10:48 - 2026-08-04 11:10:54] **Behnam:** the card yes that's right okay okay oh that's not a problem then yeah because i'm expecting a large
- [2026-08-04 11:10:54 - 2026-08-04 11:10:59] **Behnam:** amount of money in a few weeks time so that's final okay all right so in that case i'm leaving
- [2026-08-04 11:10:59 - 2026-08-04 11:11:07] **Behnam:** the Debenhams for another few weeks and i'm going to pay the 200 to the button as soon as we finish
- [2026-08-04 11:11:07 - 2026-08-04 11:11:16] **Unknown:** on the course yes all right and also with Debenhams account the interest right rather higher
- [2026-08-04 11:11:16 - 2026-08-04 11:11:22] **Unknown:** of the advice to reduce your balance for for it to be below 340 pounds to be below the
- [2026-08-04 11:11:23 - 2026-08-04 11:11:24] **Unknown:** the limit
- [2026-08-04 11:11:25 - 2026-08-04 11:11:28] **Behnam:** making sure i'll i'll do my best on that as soon as i may
- [2026-08-04 11:11:29 - 2026-08-04 11:11:34] **Behnam:** up to then yes but for now that's on complete hold and if I pay that in four weeks for example
- [2026-08-04 11:11:35 - 2026-08-04 11:11:42] **Behnam:** I can call and the card can return to normal use that's the way it works no that you can make a
- [2026-08-04 11:11:42 - 2026-08-04 11:11:48] **Unknown:** payment earlier but the payment hold is still going to end on the 20th no problem but after
- [2026-08-04 11:11:48 - 2026-08-04 11:11:54] **Behnam:** that if it's or if the payments are up to date and nothing's behind the account will be back to
- [2026-08-04 11:11:54 - 2026-08-04 11:12:00] **Unknown:** it normally it's open and working after the payment holiday would end that's fine okay
- [2026-08-04 11:12:00 - 2026-08-04 11:12:07] **Unknown:** perfect no problem thank you very much that's not a problem thank you for your time okay no
- [2026-08-04 11:12:07 - 2026-08-04 11:12:12] **Behnam:** thank you thanks for calling I'll pay that now thank you okay have a good day bye