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Knowing Credit: Query Resolution [Part 1/4] Before you make a query or log a dispute

Posted: 13 Dec 2017

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Welcome back! In our last course, we learned about managing your credit. This includes making sure you take care of the assets you obtained through secured credit, such as a house or a car. We also talked about making sure that you pay your credit instalments on time each month, and we discussed the benefits of consenting to the credit provider setting up a debit order on your bank account for these payments. If you’d like to refresh your memory on our last lesson, click here. 
Definitions of the week: QUERY and DISPUTE A query is a question or an enquiry about your credit. For example, if you have a question about the credit balance on your statement, you can query it with your credit provider. A dispute is a disagreement about something. For example, if you receive your statement and it shows that you have defaulted on a payment but you know that you have paid, you can log a dispute.
Now that you know the definitions of the terms query and dispute, we can talk about how to go about making a query or logging a dispute. In both cases, you would contact your credit provider directly, either by telephone, via email, or online via a feedback form or similar tool on their website. It’s very important to make sure that you have the correct information at hand before you make a query or dispute. This information includes:   [caption id="attachment_934" align="aligncenter" width="300"]Before making a query or dispute Click on image to enlarge[/caption] You have the right to be heard, to be treated fairly, and to receive a quick and appropriate response about your query or dispute. If you are not treated with dignity and respect, you should escalate the matter. Helpful Hint: Depending on how large the company is where you have credit, you may need to deal with various departments, based on whether you are making a query or logging a dispute. Remember to write down the date and time you call or email each department, the name and telephone number or email address of who you contact, the reference number you were given (if any), as well as copies of any correspondence. If your query or dispute is not resolved, you may need this information to escalate the matter at a later stage! This brings us to the end of our lesson. In our next lesson, we discuss the steps you should follow in order to make a query and to log a dispute. We will also learn what an Ombudsman does. Keep an eye out for the next lesson in the course Knowing Credit: Query Resolution!

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