FAQs
Frequently asked questions

At EOS, we help other companies to get paid for the goods and services they provide. One of your contractual partners has commissioned us because you have not paid an invoice or installment or have not paid it in full despite payment reminders. Perhaps you have simply forgotten about the outstanding invoice. Or you are in a financial bottleneck and don't know how to pay your debts. Don't worry! There are others like you. Together, we will find a solution that satisfies everyone involved and enables us to resolve the outstanding debt as quickly as possible.

You can find your original contractual partner at the top of our letter. Here you can also see which item is involved if your contractual partner has given us this information.

Don’t recognize the contractual partner? Please note that, in certain situations, the payment or financing of the purchase is handled through a bank or a non-bank financial institution (NBFI). For example, when purchasing electronics or home appliances from stores, the loan may be arranged through a bank or an NBFI that partners with the merchant. Thus, you may have purchased the product from a well-known store, but the payment obligation is managed by the financial institution that provided the financing.

Perhaps you are worried about our mail and simply want to turn a blind eye to it. Perhaps you hope the case will resolve itself. However, sitting it out or ignoring it is your worst option. Because the longer the claim remains open, the higher the costs will rise. This is due to the ongoing interest and fees.

In our service portal, you will find various options for securely and conveniently arranging a payment that meets your requirements. And: people work for us. You are also welcome to discuss your concerns with us personally on the phone. We will take your personal circumstances into account and find a solution together.

As you have not paid for the purchased goods or services on time, your contractual partner has instructed us to collect the debt. This may incur additional costs, which your contractual partner may charge in accordance with the statutory provisions.

In addition, statutory interest on arrears will be charged, which is deemed to be compensation for the loss of payment to date. Since we as a service provider charge all costs for the claim, not only the original invoice amount appears on your letter, but also the additional items mentioned, such as interest on arrears and what are generally referred to as debt collection costs. As you have caused these costs through non-payment, you are also obliged to pay them. 

As a debt collection service provider, we ensure that companies are paid for the services they provide. Because without payment, these companies risk their existence. We are therefore not "criminals or fraudsters", as is often claimed, but act as an intermediary between the service provider and the customer. 

Since we have taken over the management and processing of the debt from your contractual partner, EOS is now your direct point of contact for this matter.

To ensure the debt collection process is resolved as quickly as possible, please make your payment exclusively to us, quoting your account number or the 12-digit unique payment code.

If you make the payment directly to the original creditor, this may lead to delays in updating the file and, in certain situations, to additional costs. Furthermore, costs already incurred up to that point will not be waived by making the payment to the original creditor.

The easiest way to pay is through our portal. There, you can choose the payment method that works best for you.

Alternatively, our bank details for wire transfers can always be found in the bottom right corner of the letter you received from us. To ensure fast and accurate processing of your payment, please always use the bank details provided in the letter and include your case number.

Our bank details

• (please use the IBAN provided in the letter you received)
• Payment reference: the unique 12-digit payment code.

If you have any doubts regarding the legitimacy of the claim, please keep the following in mind: submit a request only if you are absolutely certain that it is justified.

To avoid unnecessary delays, we recommend that you check your email inbox, including your spam/junk folder, as well as your previous correspondence. Normally, your contractual partner will have contacted you before instructing us to proceed with the debt collection process.

If you believe you have already made the payment, please check your previous bank transactions:

• Did you make the payment to the correct recipient? 
• Did you use the correct payment reference? 
• Was the correct amount paid? 

Please note that any costs or interest already accrued must also be paid.

If you have made a payment to us, you can view your payment history on our portal. Please also take into account the time required to process bank transfers.

Please note that in the event of contract termination (e.g., a mobile phone subscription), payment obligations remain in effect until the end of the contract period and the applicable notice period.

On our portal, you can view the current status of your account as well as your payment history. To log in, please have your 12-digit account number ready.

You can also use the portal to pay the outstanding balance in full or in part.

We understand that you would like a response as soon as possible. We handle a large number of individual cases and take the time necessary to review each request carefully. Thank you for your patience and understanding.

Certain requests require additional processing time, for example:

• clarifications with your contractual partner, 
• processing of bank transfers, 
• internal account approvals, 
• verifications or administrative/official procedures. 

To help us process your request as efficiently as possible, please avoid submitting multiple requests regarding the same issue.

Also, the information and payments displayed in the portal are updated with a certain time lag. For this reason, please do not be concerned if the payment you made does not appear immediately in the history and check again the following day.

Our bank details for making transfers can always be found in the bottom right corner of the letter you received from us. To ensure prompt and accurate processing of your payment, please always use the bank details provided in the letter and include your case number.

Our bank details
(please use the IBAN indicated in the letter you received)

Payment reference: the 12-digit unique payment code

We receive your data such as name, address, date of birth and, if applicable, other contact details such as your e-mail address and telephone number from your contractual partner. We also process the reason for the claim and the amount and due date of the payment. We need this data to process your case. Of course, we treat your data as strictly confidential and only keep it for as long as is necessary to process your case.

Please note that we will need to ask you for your data on the phone for the purpose of data reconciliation. This way we can be sure that we are really talking to you and avoid data misuse.

In certain situations, late payments may be reported to the Credit Bureau, in accordance with applicable laws and regulations governing financial institutions.

As a rule, reporting may occur in the case of arrears exceeding 30 days related to credit or financing agreements. Financial institutions may submit information regarding payment delays to the Credit Bureau after notifying the customer, in accordance with applicable legal obligations. 

In certain cases, information regarding loans and banking risks may also be reported to the Central Credit Risk Registry (CRC), an entity administered by the National Bank of Romania. The CRC operates differently from the Credit Bureau and includes information regarding credit exposures reported by financial institutions. 
Recording late payments can affect your credit history and your ability to obtain:

• a new credit or loan; 
• products purchased on installment; 
• certain financial services. 

For this reason, it is important to settle the outstanding debt as soon as possible or to let us know the reason for the delay in payment.

Please note: after the debt has been fully settled, the creditor or reporting financial institution may update the information submitted to the Credit Bureau, in accordance with applicable legal provisions. Additionally, a consumer with overdue payments may request in writing that the information be updated, attaching supporting documents that confirm full payment of the outstanding obligations.

With regard to your consent for the present situation, we are in one of the specific and limited situations provided for by law; namely, your express and unambiguous consent is not required for the processing of your data, since the legal basis for processing your data is the performance of the contract concluded with [.. .Client Name...]., as well as to pursue the legitimate interests of that entity and of EOS KSI regarding the recovery of any outstanding debts resulting from a breach of the contract.

The processing of personal data, in accordance with the law, is not carried out solely on the basis of consent, but may also be carried out on the basis of other legal grounds (e.g., the performance of a contract, a legal obligation, the legitimate interest of the controller, vital interests, etc.)

Since the purpose of processing your personal data has not been achieved—namely, the debt in question has not been recovered—and by virtue of the right recognized by law, given that the outstanding debt resulting from the breach of the contract has not been recovered, the undersigned reserves the right to continue processing your personal data, in accordance with the terms of the concluded contract, which strictly comply with the provisions and timeframe set forth in Regulation (EU) No. 679/2016.

The right to erasure and the right to object to processing do not apply to your relationship with EOS KSI Romania, as this processing is carried out on a legal basis, and EOS KSI Romania has a legitimate interest (rather than an advertising or marketing interest).

Your personal data will continue to be processed and will not be deleted from the undersigned’s records for 5 years from the date the case is removed from collection (payment of the debt), but will be retained for the purpose of demonstrating the undersigned’s compliance with its legal obligations to state authorities.

The obligation to provide information, in accordance with the provisions of the GDPR, was fulfilled in compliance with all legal requirements by sending the privacy notice attached to the transfer notification (if the transfer took place after 2018).

Otherwise, the privacy notice was sent with another notification sent after that date.

Additionally, the disclaimer in all emails includes information regarding data processing and a link to the privacy notice.

The request for certain personal data during phone calls is intended solely to correctly identify the data subject and prevent the disclosure of information to unauthorized persons. This practice complies with Regulation (EU) 2016/679 (GDPR), in particular Article 5(1)(a) and (c), which require that data be processed lawfully, fairly, and transparently, and that such processing be limited to what is strictly necessary for the intended purpose. At the same time, the identification measures applied comply with the data security obligations set forth in Article 32 of the GDPR and the principle of informing the data subject, as provided for in Article 12, ensuring the accurate and complete identification of the data subject, without any doubt regarding their identity, and the protection of their rights and legitimate interests.

To provide evidence of the interactions between you and us regarding debt collection, so that we may fulfill our legal obligation established by Article 49 of Emergency Ordinance 52/2016 on consumer credit agreements for real estate, namely: “The creditor, namely the entity engaged in debt collection activities, shall document the reasons why the solutions offered to the consumer are appropriate for the consumer’s individual circumstances and shall prepare and maintain records of all interactions between itself and the consumer experiencing payment difficulties for at least the duration of the contract and for at least five years after the date of assignment of the claims and/ or after the completion of the enforcement proceedings.”

• To establish, exercise, or defend our rights in court/before competent authorities/regulatory bodies;
• To improve the quality of our services and conversations with you;
• To verify recordings in the event of a subsequent complaint and/or claim on your part;e the quality of our services and conversations with you.

• By sending a request via mail and/or courier services to our office, or through the company’s website or web/mobile app;
• By fax or by sending an email to the contact information listed above in the preamble;
• By visiting one of our offices.

If you are unable or unwilling to pay the full amount owed immediately, the best solution is to discuss with our team the possibility of setting up an installment plan, based on your financial situation and the terms applicable to your case. You also have the option of paying only a portion of the outstanding balance initially.
In any case, we encourage you to discuss the available options with us. Together, we can find a solution that fits your financial situation.

In rare cases, we are unable to offer payment in installments via the service portal.
The reasons for this are

• The amount of the claim is too low for payment in installments
• Our client does not allow payment in installments.
• Enforcement proceedings have already been initiated.

In any case, it is worth talking to us about this. Together we will find a solution.

If a full payment or installment agreement is reached and the terms of the agreement are met, no additional fees will be charged.

Please note that, as time passes and the outstanding debt remains unpaid, additional costs may arise as provided by applicable law, such as interest, penalties, or expenses related to any enforcement proceedings.

At EOS, there are no hidden costs.
 

To change your monthly installment amount or payment date (e.g. beginning of the month instead of middle of the month) or if you would like to pause an installment, please call us.

To conclude a settlement, please contact us by telephone so that we can discuss all the necessary details together.