Reading Time: 3 minutes

Is Your Debt Counsellor Now Working From Home?

Due to the Covid-19 Pandemic, many businesses have shifted to an online presence and your Debt Counsellor may have closed their Physical Offices.

Many consumers start their debt review journey after receiving an SMS or call about dealing with debt stress. A marketing firm may put them in touch with a Debt Counselling practice. In some cases, the person they initially talk to a debt counselling practice may be a junior assistant or recently qualified Debt Counsellor who then checks to see if the consumer would qualify for debt review (not everyone automatically qualifies). It might then only be at that point once an initial screening is done that the consumer speaks to an experienced Debt Counsellor who is prepared to assist the consumer through the debt review process.

During all this time SMS, call and emails may have been going back and forth. It is likely that in an effort to reduce possible Covid-19 exposure both the consumer and the Debt Counsellor (and their staff) prefer to deal with one another electronically rather than in person. Even before the pandemic, many people prefer the speed and privacy offered by discussing these matters electronically. Now with the prevalence of companies working from home, it is not unusual to be asked to video conference or telephone conference about serious matters.

‘It is… important for consumers to know where their Debt Counsellor is physically located’

It is, however, important for consumers to know where their Debt Counsellor is physically located should the situation arise that they desperately need to get in touch.

In most cases, the physical address of the Debt Counsellor can be found at the end of emails (in the email signature or footer), on the Debt Counsellor’s website or in the heading of documents that have been sent (eg. contracts, application forms, Form 17.1 or 17.2s)

Go To The Office

If, for some reason, you are unable to reach your Debt Counsellor via email or on the phone then the physical address becomes important as you may have to go and visit the physical offices to get answers to questions or receive assistance with critical matters.

Some consumers send a single email and then are disappointed when the Debt Counsellor does not reply. Or they may receive a reply but it takes a long time. In this case, you should be persistent. If you want answers then email daily or call daily and ask. In many cases ‘the squeaky wheel gets the grease‘ (the person who nags the most gets attention). The Debt Counsellor may have hundreds of clients and you may need to demand attention and not be passive about the matter.

‘If…you are unable to reach your Debt Counsellor via email or on the phone then the physical address becomes important’

Can You Send A Friend?

If the Debt Counsellor’s physical office is in another town and you have been struggling to reach them then you could ask a friend or family member to go to the offices for you. Do not just give up. Make a plan for someone to get to speak directly to them and demand that they call you while they wait.

They May Have Moved During The Lockdown

Many businesses have moved during lockdown. Some businesses have found that due to economic pressures they may have moved to operating from home rather than renting expensive retail space. Others may have moved to more affordable office space nearby. This might also be true of your Debt Counsellor.

‘You should feel free to drop them an email or call just to check if they are still at the same location’

You should feel free to drop them an email or call just to check if they are still at the same location. Who knows, you may need to go visit there one day?

 

 

image: Banner vector created by upklyak – www.freepik.com