Start with your agreement
Your agreement and repayment schedule show the amount and date of each payment and the agreed payment method. Keep a copy somewhere you can access. Do not treat the public calculator as an account balance or a live statement.
Check the payment method
If payment is collected by an authenticated debit order, review the mandate through your own bank’s official channel. The account, creditor, dates and amounts should match what you agreed. Read about DebiCheck if it is the method in your agreement.
If a manual payment is agreed, independently verify the banking details using the contact on your agreement. Use the exact payment reference provided. Do not make a duplicate payment while an existing collection is being checked.
When a payment does not show
Bank processing and allocation can take different amounts of time. Keep the bank confirmation and payment reference. Contact the creditor to reconcile the payment before paying again. A screenshot alone may not establish final settlement.
If the date or amount needs attention
Ask the creditor before the due date about any available arrangement. A request does not itself change the contract or cancel a debit-order mandate. Get an agreed change in writing.
When the loan is repaid
Request a paid-up letter after the final payment is allocated. To close early, first request a dated settlement amount.
Payment problems
- The scheduled debit was not collected.
- Money left my bank, but the payment does not show.
- My bank details have changed.
These situations need different checks. Keep the agreement and transaction references ready, and verify whether another collection is planned before paying manually.