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Good evening. You're through to Summit. What can I help you with?

Hello. I'm calling about my credit card that is over the limit and I've had some missed payments.

And I was wondering if you could give me some time to sort it out for a few weeks.

All right. Let me just have a look. Can I start by taking your 16-digit card number, please?

5276-6900.

6-0-0-4-9-3-8-8.

Thank you.

And before proceeding, I also need to advise you that this call may be recorded for training and security.

No problem.

And let me just get through quick security.

Could you confirm your full name, please?

Ben Amaraff.

Could you confirm your full date of birth?

24th of January, 1987.

And your full line of address, including the town and the postcode?

10 St. Oswald's Way, Sheffield, 7-2-A-A.

Thank you.

Could you also confirm the email address, please?

Benam-Araf-Araf.co.uk.

Thank you.

Okay, so that's your past security.

Let me just quickly confirm the contact details.

We hold this up to date as well.

Sure.

So you have already verified the email.

I can see there is one mobile number on record, ending with 2-0-0.

Correct.

And your current address is 7-2-A-A.

All up to date, yeah?

Yes, up to date.

And do you have any other versions?

money or Clydesdale products besides this? No, I have nationwide accounts, but not

Virgin or Clydesdale. All right. So just quickly getting an account overview. I can see your

current balance is showing £13,493.38 against your limit of £12,500. Yes. And I can see the

account is currently in the fourth month in arrears amounting to £1,418.85. Yes. It's also

over-limited by £993.38. Yes. And I can see there was a minimum payment of £368.62, which was due

only 26th of this month. Yes. Right. So I can see there's no direct debit setup on your account. So

I guess you have been making manual payments according to your convenience here. In the past,

yes. Just at the moment, I'm struggling a little bit to do those.

Okay, so if you can briefly reiterate as to what kind of difficulties are you facing at this point?

I had some health problems with eating food in my digestive system,

and I should be due to have an operation.

Sorry, it affected my voice and everything.

It's made it difficult for me to work.

I work for myself, self-employed, and I've continued working,

but my performance has been very bad.

But I'm improving now.

Now I'm receiving treatment, and I'm due to have surgery in around six months' time.

But I'm already feeling well enough to work, and my income is recovering.

So I'm starting to address my debts and try to clear them up as quickly as I can.

All right, so things are looking up at this point, yeah?

They're looking like they will be better in future, yes.

Just I'm left without any cash at the moment.

All right.

And basically...

Basically, since you have been sharing sensitive health information regarding your case,

So I would need your consent in order to note down all this information

that you have shared on the account, okay?

Of course, yes, no problem.

All right.

So just for your information, we make the notes in our database

so we can look at them the next time we speak with you.

And we won't be sharing this information outside the organization

and with only the relevant network service providers.

And you have the right to remove this information at any point, okay?

Okay, no problem.

And we also have some contact details for free independent money advice services

like StepChange or TurnToCharity that you can avail

should you require that in the future, okay?

Okay, thank you.

All right.

So I'm just checking up some additional details on the account

so as to a certain what kind of payment arrangement we can put on account, okay?

Okay.

So no active promotions on your account.

I can see there have been no late fees over the last nine months.

So that is all fine.

And let me just quickly check the credit file impact.

So there have been three credit file impacts reported up until the last month

due to the arrears, okay?

Okay.

So just for your general information, usually what happens is that the balance

and the credit limit are both...

reported to the credit file at the end of each month yes if you are exceeding

the credit limit or missing any payments that can create a loss of promotion

account being blocked and impact to the credit file okay

so just bear with me for about a couple of minutes i'll just uh find some

relevant information regarding some historical arrangements

and then come back to you okay thank you thank you

Right, so I was just basically retrieving some additional details from the account, okay?

Okay.

And I can confirm that there was no prior arrangement that had been applied on the account, okay?

Yes.

All right, and I just need a couple of relevant information before we can proceed with the payment arrangement, okay?

Okay.

Let me...

So I presume that you are receiving...

appropriate support and assistance regarding your health issues?

Yes.

At this point?

Yes, yes, possibly.

Right.

And you stated that you'll also be undergoing an operation.

Could you say when will that be?

Maybe around six months.

There are more tests I have to have before that.

Okay.

So, basically, you do have a couple of options that you can avail at this point, all right?

So, there are some long-term and some short-term payment arrangements that you can avail at

this point, according to your own affordability and convenience, okay?

Okay.

So, do you see your circumstances changing within the next three months or so, or will

it take more than that?

I think within three months, I'll be in a much better position and a much better income.

Okay.

So, for that, we'll be able to put a short-term payment arrangement on the account called

a breathing space, okay?

Okay.

So, let me just quickly cover some terms and conditions for the breathing space so that

you are well aware of this as well.

Okay.

So, if we apply the breathing space payment arrangement from...

today's date what will happen is that your interest and fees will stop generating okay

they will be suppressed for the duration of the whole period unless it's a slice account the plan

fees are not suppressed okay your card is blocked for this time or will continue to be blocked if

already blocked yes if during reading space your account has three missed payments a permanent

block will be applied to your account okay and your statements will still generate any missed

payments would show as arrears if not paid by the next statement and this may impact your credit

file okay the promo the promo rates will be lost due to any missed payments there will be no

collections contact made to you while you are on a breathing space but you still might receive any

regulatory letters if applicable like a notice of some in arrears okay okay and we do advise you

that you get back in touch within the whole period agreed to update us on your progress

okay because after the whole period agreed if we have not heard from you the collections activity

will again resume including calls letters text and emails you may also receive interest and loss

of promotions and your card may be blocked

okay okay if you go over your limit or miss any for the payments this may also impact

your Cuddle file. Okay. So let us do one thing. Let me just initiate the breathing space for the

next 30 days, starting from today. Okay. And by the end of 30 days, if your circumstances have

improved, or if you want to extend the breathing space at that point, you can do so by the end of

30 days. Okay. Okay. Overall, you have a total of 90 days that you can avail for breathing space

within a 12-month rolling period. So initially, I'm just putting in for 30 days. And after 30

days, just give us a call back to update us. Okay. If you want to extend the breathing space,

or if you want to come off it, so on and so forth. Okay. Thank you. And I'll just give you the exact

date for that as well, so that you are aware. Okay. So 30 days, starting from today,

we'll give you time up until the 28th of August. Okay. All right. And by that date, I must bring

the account fully up to date, yes? No, no. You're not obligated to make any payments, okay?

It's just, it's basically like a time off. There will be no collections activity made to you during

the breathing space. Okay.

So you mentioned missed payments. Exactly. So that you can sort out your finances.

Just basically manage your budget and then get back to us by the end of payment arrangement.

All right?

Okay.

And in any case, I'll be releasing the correspondence for you as well on your email address and your postal address.

Yes.

Which will cover some of the terms and conditions for the breathing space, should you have any queries regarding that.

All right?

Okay, perfect.

Thank you.

All right.

And if you could also state, what is the status regarding your prior tables at this point?

Are they up to date?

My what, sorry?

Your prior tables, like your water, gas, electric.

Oh, yes, it's all up to that, yes, yes.

Right.

All right.

And do you have any other credit commitments besides version one?

I do have a nationwide credit card as well and a Barclay card.

And are those being sorted out as well?

Nationwide has been put on a 30-day breathing space as well.

All right.

And the Barclay card, I haven't spoken to them yet.

I'm about to call them after this call.

Okay, no issues at all.

So I'll initiate the breathing space from today's date, okay?

Okay.

On your account.

And I'll also be releasing the correspondence for the breathing space.

space, all right? Perfect. And all I will advise is should your circumstances change, even before

the 30 days time period has expired, just give us a call back to update us, okay? Perfect. I will.

Thank you. So anything else I can help you with or any questions at this point? That's fine. That's

very helpful. Thank you. All right. No worries. Take care. Bye-bye. Thank you. Bye-bye.