FAQ - Frequently Asked Questions

  • Call2Collect-aanmaning
    I received a reminder
  • Call2Collect-klant-worden
    I want to become a customer
  • Call2Collect-klacht
    I have a complaint and/or want contact
  • Call2Collect-privacy
    Data Management/Privacy Legislation
If you received a notice from Call2Collect we have sent this by order of a creditor. If you refuse to pay, after multiple notices from Call2Collect, we reserve the right to start the legal procedure on behalf of our client. To prevent a legal procedure we highly recommend you to pay as soon as possible, preferably before the expiration date of the letter.

Call2Collect offers multiple different payment solutions. Below you can find the available payment possibilities.
 
Transfer:
You can transfer the outstanding amount (under the reference of your case number) to the bank account of Call2Collect. Please refer to the payment details below:
IBAN: NL48ABNA0477453678
BIC: ABNANL2A
ATTN: Stichting Derdengelden Call2collect
 
iDeal:
You can pay Call2Collect through iDeal in several ways. You can use the iDeal link in the notice you have received or via the iDeal form on our website. In case you prefer receiving an iDeal link by e-mail or text message please call us.
 
GWK Travelex:
You can pay the open amount in a GWK office either by cash or card. GWK Travelex has 51 offices throughout the Netherlands, mainly located on the bigger train stations and city centers. Find an office near you on www.gwktravelex.nl.
 
NOTE: You always have to do payments yourself. We do not withdraw funds from your account.
If you receive a letter or e-mail from Call2Collect that is not meant for you we kindly ask you to return it to the sender. If you happen to know what the correct address is please mention this on the envelope. You can also notify Call2Collect by email about incorrect addresses.
There is a possibility that you have fulfilled your payment whilst the notice has already been sent to you. It is also possible that you only paid only a part of the demand. To check if Call2Collect received your payment you can get in touch with us.
It is possible that handing over the demand and your payment to our clients have crossed each other. If you send proof of payment we will investigate what happened to the payment. You can send the proof of payment to Call2Collect by e-mail.
If you do not pay Call2Collect as a result of the reminders, we can start legal proceedings on behalf of our customer. If you get a subpoena and the judge then decides that you have to pay, chances are you will also have to pay for all the costs of the court proceedings. If you have not paid the bailiff after service (the official notification) of the judgment, we can have you seized, for example, wages, bank accounts, movable and immovable property. We always strive to avoid legal proceedings. Unfortunately, this is not always possible.
If your financial situation makes it impossible to pay the amount at once, you can request a payment arrangement from Call2Collect. You can read how to request a payment scheme below.

If you have structural financial problems, we advise you to contact a debt counseling agency. We advise you to take a look at www.zelfjeschuldenreken.nl. On this website, you will find information about debts, how to resolve your debts yourself, and about bodies that can help you with this.
If you are not able to pay the demand at once it is, under strict conditions, possible to make a payment arrangement. The amount of installments depends on the outstanding amount and your financial situation. Contact Call2Collect by phone or e-mail to discuss the possibilities, together with you we will then look for a suitable solution. After an agreement has been reached, we will send you a confirmation of the payment plan by e-mail or post.
 
NOTE: The terms of the payment plan are set up under strict conditions. If Call2Collect does not receive the payment then the payment plan will be canceled.
The amount in our notice is the amount you have to pay to Call2Collect. This amount includes the principal sum, legal interest, and collection fees. The amount of collection costs differs between private persons and businesses.
 
Private person:
As of the 1st of July 2012, the collection costs are determined by law. The law provides a percentage scale for determining the collection fees. This percentage is based on the principal amount.
 
The scale of collection fees:
Principle amount up to €2500 15% with a minimum of €40
The next €2 500 10%
The next €5 000 5%
The next €190 000 1%
Everything above 0.5% with a maximum of € 6.775,00
 
For Business:
For the calculation of the extrajudicial collection costs of companies, the general terms and conditions of the creditor are decisive for the amount of the collection costs. Usually, a percentage of 15% with a minimum of € 75.00 is used. If nothing is laid down in the general terms and conditions about the amount of the collection costs, the collection costs will be calculated in accordance with the Direct Debit Act.
We work for a wide variety of (inter)national clients. Our letters always contain the name of our client.
If you want to know what the current outstanding claim is you can always contact Call2Collect by phone or e-mail. We kindly ask you to always have your case number ready while contacting our office.
This depends on how you have done your payment. Generally speaking, your payment is processed within two working days. However, international transfers might take up more time. If you have doubts about your payment please contact us.
You have received a draft summons because we will initiate legal proceedings against you on behalf of our client. With this letter, we offer you the last opportunity to pay the claim extrajudicially. If you do not respond to this, we are unfortunately obliged to start the legal procedure. The costs for the procedure will be for your account after an awarding decision by the court.
Click here for more information regarding this subject (Dutch).
If you disagree with the notice or the demand we ask you to send us your defense, including supporting documents, by email, or post.

We kindly ask you to include the following:
  • Name and address;
  • Case number;
  • The reason why you disagree;
  • Supporting documents to support your claim. E.g. proof of payment, proof of cancellation.
After you have sent your client a letter of formal notice for the outstanding amount, we can start a collection procedure.
We would like to receive a copy of the invoice, an order confirmation, or the contract and your general terms and conditions of delivery. We would also like to receive any relevant correspondence with the debtor in question.
No, you must have sent a letter of formal notice to your debtor before we can start a debt collection process.
Call2Collect increases your claim with interest and collection costs as stated in your terms of delivery. If you have not laid it down in your conditions, we will increase the costs following the legal standard.
Yes, Call2Collect meets the NVI collection mark. This is the only debt collection mark in the Netherlands.
Call2Collect B.V. takes any expression of dissatisfaction or dissatisfaction with our organization, its products, and employees seriously and considers this a potential complaint. If you have a complaint, you can notify us online, by email, or by post.

Call2Collect contact details:
Call2Collect B.V.
Box 12347
1100 AH Amsterdam
E-mail: incasso@call2collect.nl

Always include your details (name, address, email address, telephone number, and if known, a file number) with your complaint. We also appreciate a brief explanation of your complaint.

Call2Collect B.V. is a member of the Dutch Association of Debt Collection Agencies (NVI) and uses the complaints procedure following the rules of conduct of the NVI. If you are not satisfied with the handling of your complaint, you can contact KIGID (KIGID is an independent institute and handles complaints about the members of the NVI).

KIGID contact details:
KIGID
PO Box 1004
3800 BA Amersfoort
Telephone: 085-0471833
E-mail: complaints@kigid.nl
www.kigid.nl
Call2Collect B.V. sends a confirmation of receipt within 5 days of receipt of your complaint. In this confirmation, we indicate that we will receive a substantive response from us within 15 working days.
 
If these 15 working days are not feasible, we will notify you in writing. If you are dissatisfied with the handling of your complaint, please report your complaint to the Dutch Association of Debt Collection Companies (NVI) upon receipt of the written response. First, ask whether they can handle your complaint.
Call2Collect can be reached in several ways. Please always have your case/reference number ready, or mention this in your e-mail or letter.
 
By phone:
On working days Call2Collect is reachable between 09:00 and 17:30 on 31(0)88 88 97 900. You can always send us a fax to +31 (0)20 346 07 43. Please always mention your case or reference number.
 
E-mail:
U can contact us per email using the following email address: incasso@call2collect.nl. We strive to answer your email within 3 working days. Please note that complex inquiries can require a longer response time.
 
Postal address:
You can send your letters to:
 
Call2Collect
Postbus 12347
1101AH Amsterdam
The Netherlands
 
Company info:
Call2Collect
Hessenbergweg 83
1101CX Amsterdam
The Netherlands
 
KVK number (Chamber of Commerce): 34278408 0000
IBAN-number: NL48ABNA0477453678
BIC: ABNANL2A
T.n.v. Stichting Derdengelden Call2collect
We are always open to suggestions or comments that can help us improve our services. You can send your comment or suggestion to info@call2collect.nl.
Call2Collect B.V. manages and processes the data that we write on behalf of our customers. Below you will find an overview of the personal data Call2Collect B.V. processed:
  • First and last name;
  • Sex;
  • Date of birth;
  • Address;
  • Phone number;
  • E-mail address;
  • Bank account number;
  • Citizen Service Number (BSN). This data is provided by our customers or a (debt) counselor.
Call2Collect B.V. does not collect this information on its initiative.
You have the right to view your data. You also have the right to withdraw your consent to the data processing or to object to the processing of your data by Call2Collect B.V. You also have the right to data portability. This means that at Call2Collect B.V. submit a request to send your data to yourself or the organization designated by you, using a computer file.

You can send a request for access and/or data transfer of your data to privacy@call2collect.nl.

To ensure that the access request has been made by you, we ask you to send a copy of your ID. What should not be visible on this particular copy:
  • Your passport photo;
  • Machine-readable zone (MRZ) the strip with numbers at the bottom of your passport);
  • Your passport number;
  • Citizen Service Number (BSN).
  • This is to protect your privacy.

You can also use the 'Copy ID' app developed by the government. With this app, you can easily blacken the MRZ and specify the purpose of the processing. We try to respond to your request as soon as possible.
You have the right to correct your data. You also have the right to withdraw your consent to the data processing or to object to the processing of your data by Call2Collect B.V. You also have the right to data portability. This means that at Call2Collect B.V. submit a request to send your data to yourself or the organization designated by you, using a computer file.

You can send a request for correction to privacy@call2collect.nl.

To ensure that the access request has been made by you, we ask you to send a copy of your ID. What should not be visible on this particular copy:
  • Your passport photo;
  • Machine-readable zone (MRZ) the strip with numbers at the bottom of your passport);
  • Your passport number;
  • Citizen Service Number (BSN).
This is to protect your privacy.

You can also use the government-developed app '[KopieID]'. With this app, you can easily blacken the MRZ and specify the purpose of the processing. We try to respond to your request as soon as possible.
You have the right to have your data deleted. You also have the right to withdraw your consent to the data processing or to object to the processing of your data by Call2Collect B.V. You also have the right to data portability. This means that at Call2Collect B.V. submit a request to send your data to yourself or the organization designated by you, using a computer file.

You can send a request for removal to privacy@call2collect.nl.

Please note that we cannot process your request for removal when a file is still ongoing and we need your data for this. If we use your data incorrectly, for example, if you are not the debtor we write to, you can submit a request to correct the data.

To ensure that the access request has been made by you, we ask you to send a copy of your ID. What should not be visible on this particular copy:
  • Your passport photo;
  • Machine-readable zone (MRZ) the strip with numbers at the bottom of your passport);
  • Your passport number;
  • Citizen Service Number (BSN).

This is to protect your privacy.

You can also use the government-developed app '[KopieID]'. With this app, you can easily blacken the MRZ and specify the purpose of the processing. We try to respond to your request as soon as possible.
Call2Collect has appointed a Data Protection Officer (DPO) to ensure the integrity of data processing. You can find the contact details of our DPO here.
Mr. J. Groenewegen is the Data Protection Officer of Call2Collect B.V.

You can contact him by:
E-mail: privacy@call2collect.nl
Call: +31 (0) 20-3460746

Also, you can send a postal item to:
Call2Collect B.V.
Hessenbergweg 83
1101 CX Amsterdam
The Netherlands
Call2Collect B.V. does not sell your data to third parties and only provides it if necessary for the execution of our services (agreement between parties) or to comply with a legal obligation.

Call2Collect B.V. concludes processing agreements with organizations that process your data on behalf of Call2Collect B.V. This is to ensure the security and confidentiality of your data. Call2Collect B.V. remains ultimately responsible for these processing operations.
To see which cookies we use and what your preferences are at the moment, please refer to the privacy statement on our website:
https://call2collect.nl/
Call2Collect manages and processes your data for the following purposes:
  • Handling your payments;
  • To be able to call or e-mail you to perform our services.
Call2Collect stores your data strictly to realize our services and predefined goals. Your data is only collected to perform our services. Contact details such as name, address, telephone number, and e-mail address are kept as long as a collection file is in progress.
If you have a complaint about the processing of your data, you can always contact us at privacy@call2collect.nl. Always include your file number so that we can process it.

We would also like to point out that you have the opportunity to file a complaint with the national supervisory authority: the Dutch Data Protection Authority (AP).
Call2Collect is very honest with its data and its protection. We take appropriate measures to prevent misuse, loss, unauthorized access, unwanted disclosure, and unauthorized modification.

If you have the impression that your data is not properly secured or there are indications of abuse, please contact us at privacy@call2collect.nl.