Debt collector text about an ex partner’s contract: who helps?

Summary

If a debt collector texts you about a phone contract in an ex partner’s name, and you did not take that contract out or guarantee it, who helps is a short written dispute, not a payment. Say the debt is not yours, ask them to stop texting, and ask for evidence if they think you are liable. National Debtline publishes the letter for a debt you do not owe. Citizens Advice and StepChange explain the same point. The Financial Conduct Authority does not take your case, but firms are expected to stop chasing a debt that is properly disputed until they have investigated. Do not reply to the text with personal documents. Do not pay a “settlement” to a number in a text. If a court claim arrives in your name, answer it. Silence at that stage is different from ignoring a speculative text. This is not the problem of a family member who spent on your own credit card. That is your account. This page is someone else’s contract.

Key information

• Check you are not on the account. A joint contract, or a guarantee you signed, can make it your debt even if the other person used the phone. Look at old emails before you send the “not mine” letter.
• FCA rules, as National Debtline quotes them, say a firm must not ignore a claim that the debt is not owed, and must suspend recovery while a real dispute is investigated. Point to that in the letter. The sample is here: you do not owe the debt.
• StepChange’s practical line on texts about money you do not owe is: do not reply to the text, and block the number, after you have disputed it in a proper channel if you know who the firm is. Complaining in writing still matters if the texts continue.
• Your credit file is the check for whether anyone has reported this account against you. If they have, and it is not yours, dispute the entry with the lender and with the credit reference agency. That is a data correction, not an agreement to pay.
• A final response from the collector or the original phone company that still treats you as the debtor can go to the Financial Ombudsman Service. The FCA itself will not order them to delete the file. You can still report the firm to the FCA so the conduct is on record.
• National Debtline and Citizens Advice: National Debtline gives the letter and can talk through whether you might actually be liable. Citizens Advice debt helpline 0800 240 4420 can help you complain about harassment and explain that the creditor should confirm future contact in writing. Neither will phone the collector as your representative, and neither will tell you to ignore a County Court claim form. StepChange’s page this is not my debt is the plain English version of the same door.
• the Financial Ombudsman Service: The ombudsman looks at how a regulated lender or debt collector treated you, after you have complained to the firm and got a final response, or after eight weeks. They can tell the firm to stop chasing the wrong person, correct data, and sometimes pay a small amount for the trouble. They will not take a brand new text that you have not put into a written complaint. They also will not decide a divorce argument about who should have paid the bill if you did sign the contract.
• Debt collector or original creditor: Must investigate a real dispute and should stop collection while they do They will not: Does not have to close a file if you actually signed or guaranteed. Reach: The postal or email complaints address, not the payment link in the text.
• National Debtline: Provides the “not my debt” letter and phone advice They will not: Does not send the letter for you. Reach: Sample letter.
• Citizens Advice: Explains harassment rules and how to complain They will not: Does not pay the alleged debt or represent you in court. Reach: 0800 240 4420.
• StepChange: Helps you check it is not your debt and how to stop calls and texts They will not: Does not take over an ex partner’s contract. Reach: Debts not in my name.
• Financial Ombudsman Service: Can require a firm to stop chasing the wrong person after the firm complaint They will not: Will not look at the case before you complain to the firm. Reach: Financial Ombudsman Service.

Practical guidance

• Confirm the sender. A genuine collector will give a postal address and a reference. A text with only a payment link is a reason to be careful. Check the firm on the FCA register before you send any documents.
• One letter or email to that firm and, if you know it, to the phone company: not my debt, stop collection, investigate, no more texts. Use the National Debtline wording.
• Block the text thread after that, and keep screenshots.
• Credit report if you are worried it has been attached to your name.
• Financial Ombudsman Service after the firm’s final response or eight weeks.
• Court form, if one comes: respond by the deadline. Get debt advice the same day. Do not use the “ignore the text” advice on a claim form.

Related topics

More in this area

• Check if a financial service has followed the rules
• Check if you have to pay a debt
• Check the rules after you go bankrupt
• Check what an IVA is
• Cold called by a debt management plan provider