Offer Assistance to a Customer Having Difficulty Paying an Overdue Bill — Collections 4 of 6 • Example Letters, Guides and Samples

Write Your Letter Step-by-Step

1 Mention any previous letters you have written and state that you have still not received the customer's reply.

Sample Sentences for Step 1

• We have mailed three notices, and still have received no reply.
• I am disappointed that I have not yet received your payment.
• We appreciate receiving your check for $39.95 to cover July's bill, but are dismayed that June's bill for $50.00 remains unpaid.
• We still have not received your check for invoice #3210021. We strongly urge you pay the balance due immediately.
• I wonder whether you understand the seriousness of your failure to pay your bill.
• We have directed your attention to your delinquent account several times but you have not responded.

Sample Phrases for Step 1

• account is still delinquent
• again, would like to call your attention to
• delinquent account
• dismayed that your March bill is still unpaid
• have neither paid this small amount nor responded in any way
• have received no remittance
• have not acknowledged our letters
• have not yet received your payment
• have still not received payment
• have received no response
• have directed your attention several times
• have sent several notices
• have given no explanation
• have received no notice
• have mailed three notices
• if you are having problems paying
• is now 60 days late
• know you could be having legitimate problems paying
• still have not received your check
• strongly urge you to
• the last two statements
• the last three notices
• the last three reminders
• these unusual circumstances

2 Tell the customer that withholding payment jeopardizes his or her credit standing.

Sample Sentences for Step 2

• We are concerned that if you do not remit payment immediately, your credit rating will be seriously damaged.
• As you know, a good credit record is a valuable asset. By withholding payment, you are in danger of seriously jeopardizing yours.
• Each passing day that you do not remit payment, you injure your reputation as a reliable credit risk.
• Every day that you fail to send your payment continues to damage your financial credibility.
• For all concerned, we hope you will act swiftly to avoid further damage to your otherwise good credit history.
• You are creating a potentially embarrassing and difficult situation by refusing to mail your check.

Sample Phrases for Step 2

• a good credit record
• all over the country
• are in danger of seriously damaging
• are creating a potentially embarrassing situation
• are injuring your reputation
• are concerned that
• avoid further damage to
• bad credit standing
• by not remitting payment
• by failing to mail your check
• by failing to pay
• by not paying
• by withholding payment
• can have damaging effects
• can circumvent credit problems
• can have far-reaching effects
• credit history has been good up until now
• credit record has been excellent
• credit rating will be badly damaged
• exchange credit information with banks and lending companies
• for all concerned
• harming your otherwise good credit history
• have had the reputation of a reliable credit risk
• have a good credit reputation
• hope you will act swiftly
• if you do not remit payment immediately
• jeopardize your credit rating
• jeopardizes your credit standing
• understand the importance of a good credit rating
• will seriously affect your credit record

3 Direct the customer to respond immediately.

Sample Sentences for Step 3

• To avoid a negative credit report, send the above stated amount immediately.
• We trust that you recognize the seriousness of your failure to pay, and that you will remit full payment immediately.
• We are confident that you are as anxious to pay off this account as we are to receive your check.
• We have been very patient with your delinquent account, so we trust that you will now reciprocate by sending your full payment.
• We trust you are concerned about your outstanding balance and intend to remit payment promptly. Please make that intention a reality now.
• I am assuming that you intend to send payment. Please do so now!

Sample Phrases for Step 3

• anticipate your prompt reply
• do not delay
• enclosed is a self-addressed envelope
• let's resolve this problem
• please pay immediately
• please respond immediately
• please remit payment immediately
• please send your payment today
• please forward the check in the enclosed envelope
• please remit to my attention
• please give this matter your attention today
• trust you will put your payment in the mail immediately

4 Indicate your willingness to discuss any difficulties the customer may be having with making the payment.

Sample Sentences for Step 4

• I will contact you on Monday to discuss your payment options. I want to resolve this situation, so please be prepared to help me understand your current financial status.
• Perhaps if you give me the opportunity to discuss this matter with you face to face we can come up with an alternative payment schedule which will satisfy us both.
• If you have any questions about the enclosed invoice, please phone me and I will be happy to answer them.
• If you are experiencing difficulties, I am willing to listen and am eager to help you regain a good credit standing.
• If you can't pay the full amount at this time, please call me, and we can discuss the matter.
• Is there a reason why you have not yet sent your payment? I am concerned about your company's financial status and hope you will call me to discuss payment.
• If you are experiencing difficulties, please call and explain your situation. Perhaps we can help each other resolve the matter.
• Please let me know immediately if you are having problems that we need to discuss.
• If you are experiencing business problems, let me know, and I will give you all the help I can.
• If you need help, we are anxious to lend assistance.
• Please call me so we can discuss this matter before I consider taking more aggressive action.

Sample Phrases for Step 4

• alleviate the pressure
• alternative payment schedule
• am anxious to help you
• am concerned about your company's future
• am willing to listen
• anxious to see how we can help
• anxious to lend assistance
• any extenuating circumstances
• any problems you have making the payment
• aware you may be having problems
• before I consider taking more aggressive action
• can arrange an alternate payment schedule
• can offer assistance
• can help you with financial planning
• current financial status
• discuss this matter with you
• eager to resolve the matter
• give you all the help I can
• have been able to help others
• have been able to come up with viable solutions
• hope you will call me to discuss payment
• if you give me the opportunity
• if you are experiencing difficulties
• if you are experiencing financial problems
• if you are having problems we need to discuss
• if you have any questions
• if you can't pay the full amount
• please let me know immediately
• please call us and explain your situation
• please help me to understand
• questions about the enclosed invoice
• regain a good credit standing
• see what we can work out together
• serve you better by
• sincerely want to help
• solution which will satisfy both of us
• take some pressure off you and your pocketbook
• to discuss payment options
• will keep your financial credibility intact
• willing to work out
• willing to discuss difficulties
• willing to try something different
• work out an alternate plan