Check the date and transaction status
Read the repayment date and amount in your agreement. Check the account through your bank’s own app or official channel. A collection may be pending, failed or not yet instructed; the absence of a visible debit cannot tell you which.
Ask before making another payment
Contact the creditor through the details on the agreement. Ask whether a collection was submitted, whether another attempt is planned and how to avoid paying twice. If a manual payment is agreed, verify the receiving account and exact reference independently.
Have the relevant details ready
Agreement reference and scheduled payment date.- Expected amount and the bank transaction status, if any.
- Any mandate or bank-detail change already requested.
- Previous support reference or confirmed payment arrangement.
Provide sensitive evidence only through the agreed secure channel. A bank PIN or password is not evidence of a failed collection.
If there was not enough money
Explain the shortfall and ask about available arrangements and costs. A failed debit is not an agreed payment holiday. Use repayment-support guidance promptly.
If money has already left your account, follow the payment-not-reflected steps instead.