Loan repayment questions and changes in your circumstances

Do not keep debt worries to yourself, speak to independent organisations such as nationaldebtline.org or stepchange.org as soon as possible.

If you have any loan repayment questions or there have been changes in your circumstances that may affect repaying your loan, then see below in the first instance.

What if I want to cancel?

You have a right to withdraw from the loan agreement before the end of 14 days beginning with the day after the day on which the agreement is made. You can do this by notifying us orally or in writing by calling us on 020 7183 8078, by writing to us at 20-22 Wenlock Road, London N1 7GU or by emailing customer.services@247moneybox.com. If you do withdraw from the agreement after we have transferred the loan to your bank account, you must repay without delay, and in any event no later than 30 days after telling us you would like to withdraw, the amount of the loan together with interest at the rate set out above from the day (which will continue to accrue until you repay us).


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How will you communicate with me?

We will send letters, notices, statements and other communications under your loan agreement to you by post to the last address you gave to us for this purpose, by personal delivery or by email to the last email address you gave to us for this purpose. If your postal address or email address changes, you must tell us as soon as possible. By entering into your loan agreement, you agree to us sending letters, notices, statements and other communications relating to your loan agreement to you electronically by sending them as a free text email or as a PDF attached to an email to the last email address you gave to us for this purpose or as a free text SMS message to the last mobile telephone number you gave to us for this purpose. You should send all letters, notices and other written communications to us by post to the address set out at the top of your loan agreement.


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Why are you offering to lend me less than last time I borrowed?

We want to ensure that you can afford to repay our payday loans comfortably, so we take into account a number of factors when deciding if and how much to lend. It does not necessarily follow that successful repayment of a previous loan will increase the amount you can borrow in the future. Our customer service agents are not able to see information regarding lending decisions, including the loan amount offered.


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Can I make part payments towards my balance before the repayment date?

Yes, you can make part payments towards your loan at any time by calling us on 020 7183 8078.


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I have requested a new password but I still have not received it?

Make sure to check the Junk folder of your inbox. If you still haven't received an email you will need to call us on 020 7183 8078.


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How do I repay my payday loan?

You can repay your loan at any time by contacting us or logging into your online account. By signing your loan agreement, you authorise us to collect your outstanding balance using the card(s) we hold for you under a continuous payment authority (CPA) or by Direct Debit. Unlike a Direct Debit, a CPA is not covered by a bank guarantee. The way we use Direct Debit and CPA is fully explained to you during the application process and contained in your loan agreement. You can cancel both a Direct Debit and a CPA with your bank. You can cancel a CPA with your card issuer. You can also cancel both repayment methods directly with us. If you ask your bank or card issuer to stop permission for the payments you should also notify us. If you wish to cancel directly with us call 020 7183 8078 and we can talk with you about alternative ways of paying. If you cancel either a CPA or Direct Debit, you will still be responsible for paying the outstanding balance (inclusive of any interest, fees and charges accrued), including any charges which may accrue in the future. We require at least 3 working days' notice to cancel a Direct Debit instruction and at least 1 working days' notice to cancel a CPA. For more details please refer to the relevant section in your loan agreement.

Understand more


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Can I repay my loan using a credit card?

No, you must repay your payday loan using a debit card.


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What happens if you can't collect the repayment?

If we are not in receipt of the full payment on the contractual repayment date:

  • Your account will attract a failed collection fee of up to £15 (subject to the total amount of interest, fees and charges accrued not being greater than double the capital advanced) if your loan repayment is late, on the first day after your repayment date.
  • Interest will also continue to be charged on the capital advanced as per the rate in your loan agreement. This is a daily charge for each day the outstanding amount remains unpaid and continues until the outstanding balance is paid in full subject to the following:
    • The total interest, fees and charges accrued do not add up to an amount greater than double the amount of the capital advanced. This may mean that on the last day that we can charge interest, we may waive a small amount of interest;
    • If we make a collection attempt using Direct Debit, you may not incur an interest charge from when we attempt to collect payment until we are informed your payment has not been successful in clearing; and
    • If we take legal action by issuing court proceedings against you to recover the outstanding balance owed, we may ask the court to allow us to recover from you any legal and/or court costs incurred in bringing the action.

If you need to speak to someone about your debts there are independent organisations that can help.

Visit www.nationaldebtline.org or www.stepchange.org for advice.


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I am thinking of entering a debt management plan; what should I do?

We appreciate that managing your debt is not easy, and some people turn to third parties to do this for them. Some firms such as www.nationaldebtline.org or www.stepchange.org do this for free and some firms charge a fee. It is worth bearing in mind that firms that charge a fee to administer a plan on your behalf reduce the available funds to pay your debts. An alternative solution could be to talk to your creditors directly and arrange a mutually agreeable payment plan with them. Give us a call on 020 7183 8078 - we can help you.

If you want to use a debt management firm, please ask them to send correspondence to customer.services@247moneybox.com with the subject line 'Debt Management'. Corresponding by post can take longer. We may ask to see a breakdown of your income and expenditure as well as documentary evidence of your claims.


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I have been declared bankrupt / have entered an IVA/DRO etc.; what can I do?

You will need to get the official administering body to send us the relevant documentation.


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Do you report to Credit Reference Agencies?

Yes, that's why it's very important to keep your side of the agreement to pay back the loan on the correct date. Other lenders use Credit Reference Agencies when they make lending decisions, so defaulting on your loan with us may make it harder or more expensive to obtain credit in the future.


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Do you use third parties to collect debt?

Yes, we use reputable and professional third parties to collect any outstanding debts that are owed to us. However, this is very much a last resort when we haven't been able to agree a repayment plan. If an account is passed over to a third party, this is recorded on your credit report.

Further insight


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What is a settlement offer?

Occasionally we may offer you the ability to settle your overdue loan with a one-off payment. This may be at a discount to your outstanding balance. A settlement offer is a one-off time limited offer - i.e. the offer will expire and may not be offered again.


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How do I unsubscribe from receiving marketing emails?

If you wish to opt out of receiving further informational emails from us please email unsubscribe@247moneybox.com.


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My circumstances have changed and I'm having problems repaying; what should I do?

Things can go wrong. We know life can sometimes be complicated and that unexpected things can happen. If this is the case, you must let us know as soon as possible and we will do our best to help. We are a friendly bunch, so don't be apprehensive about calling. Call 020 7183 8078 to speak to us.


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