FAQ – Frequently Asked Questions

In communications from EOS Poland, you may find, among others, the following information regarding your debt:

• EOS Poland case number,
• customer account number linked to your obligation,
• details of the current creditor (including the name and often the registered address),
• details of the previous creditor with whom the debt originated,
• the current amount of debt as of the date the information was prepared,
• debt details (e.g. principal amount, interest, costs),
• payment details (account number, payment reference, recipient, due date),
• specification of the principal amount (source documents of the debt),
• the stage of case handling (e.g. amicable, legal, enforcement),
• the date of the debt assignment,
• contract numbers with the original creditor,
• information about any court or enforcement proceedings (e.g. case reference number, bailiff).

If any information is unclear or raises doubts, please contact us for clarification: https://pl.eos-solutions.com/customers/contact

A case number is an eight-digit individual number assigned to your debt at EOS Poland. We include it in the letters, text messages, and emails sent to you. It is the easiest way to identify your case when you contact us.

You provide the case number in the payment reference when making a bank transfer, when completing a transaction on the online payment page, and when registering an account on our EOS Online portal (if you are an individual or run a sole proprietorship). The case number also forms part of your payment account number.

If you have more than one case with EOS Poland, each case has its own individual number.

Yes. The current amount of your debt is always stated as of the date the letter, text message, or email was generated. It depends on the current status of your case, for example, recorded payments, court or enforcement actions, and interest accrued due to late repayment.

If you have any doubts, please contact us: https://pl.eos-solutions.com/customers/contact

Yes. In cases that are at the enforcement stage, we may provide the bank account number of the bailiff handling the enforcement proceedings.

If you have any doubts, please contact us: https://pl.eos-solutions.com/customers/contact

No – we realize that repaying debt is a burden on your household budget, which is why we offer repayment plans tailored to your financial situation. We can arrange repayment in convenient installments, and in many cases, it's also possible to freeze interest or write off part of the debt.

Don't worry – contact us at 221 333 444 or email us at [email protected]. Together, we will find a satisfactory solution. We are committed to reaching an agreement and reaching a settlement with you. If you are an individual or self-employed, you can also log in to your EOS Online account at https://eos-online.pl and set up your own repayment plan.

Contact us as soon as possible. Don't hesitate and don't delay. Together, we'll establish a repayment plan tailored to your financial situation. We want to help you get out of debt. We're committed to reaching an agreement with you.

Call us at 221 333 444 or email us at [email protected].

Yes, you can pay from abroad. However, please ensure that the bank account details are correct for the recipient. To arrange this, please contact us by phone at 221333444 or email [email protected].

Yes, if your loan was incurred in another currency, you can repay it in both foreign currency and Polish zloty. The letter will provide two bank account numbers: one for repayment in Polish zloty and one for repayment in foreign currency.

Yes – you can repay your debt in installments. We'll tailor the amount to your needs. Even a small down payment is a good and important start.

If you'd like to arrange installments, simply contact us. Call 221 333 444 or email [email protected].

If you're an individual or self-employed, you can log in to your account on the EOS Online portal https://eos-online.pl and set up your own repayment plan.

Yes – contact us and we'll arrange a new repayment schedule.

Call us at 221 333 444 or email [email protected].

If you don't pay or contact us, your debt may increase. Please note that late payments will accrue interest. Your case may also be taken to court or a bailiff, which will incur additional costs. We can also forward your debt data to Economic Information Offices or debt exchanges, and in some cases, have a compulsory mortgage entered in the land and mortgage register of your property.

But let's end with some good news – we truly want to help you avoid this stage. One call is all it takes for us to find a solution together. Call us at 221 333 444 or email us at [email protected] – we'll guide you step by step.

After your payment, the money is transferred to our account. We then process the payment.

This may take some time, especially if the payment was made in the evening, on a weekend, or on a holiday. Once we process the payment, we update your outstanding balance. If this was your last payment, we close the case; you can then request confirmation of its closure.

If you have any questions or want to check whether the money has been received, simply contact us. Call 221 333 444 or email [email protected].

Don't worry, it can happen. Your payment may not have reached us yet, or there may be a delay in our system. We apologize if this situation is causing confusion.

What can you do? Send us your transfer confirmation. We'll review your payment and send you written confirmation of your outstanding balance or a note that the matter is now closed. This way, you can be sure everything is in order.

Contact us at [email protected]

If you believe you have been overpaid, please call us at 221 333 444 or email us at [email protected]. We'll explain the steps to take, step by step.

To process your overpayment refund, we'll ask you to submit a request, which should include:

• Your name, surname, date of birth, and address,
• Your bank account number or postal order refund address,
• Your case number

We understand that this may be an uncomfortable situation for you. There are several reasons why such communication may occur.

Firstly, this may be due to delays in the flow of information. Sometimes, the process of transferring payment data from the bailiff to the creditor (i.e., the entity we represent) can take a while. This means that our systems may not have recorded the last payment yet, resulting in further notifications being sent.

Secondly, although you are repaying the principal amount of the debt, there may be additional costs that have not yet been covered by payments to the bailiff. In this case, despite partial repayment, the entire debt may not yet be settled.

Thirdly, contact can also be a form of confirmation or an attempt to establish next steps, for example, to ensure that the repayment schedule is being adhered to or to clarify any ambiguities.

To quickly clarify this situation and avoid further misunderstandings, please contact us. We will be able to check the status of your debt, compare it with your payments, and explain why we are continuing to contact you. Prepare all documents confirming payments to the bailiff, as they will be very helpful in resolving the matter quickly.

Call us at 221 333 444 or email us at [email protected].

Remember, we are always here to help and strive for clear communication.

You can contact us in any way convenient for you:

• By phone at 221 333 444
• By email at [email protected]
• By letter at ul. Siedmiogrodzka 9, Warsaw 01-204.

We always provide contact details in our communications—letters, text messages, and emails. Our hotline is open Monday through Friday, 8:00 AM to 8:00 PM.

If you are an individual or self-employed, you can also log in to your EOS Online account at any time at https://eos-online.pl.

Yes, calls are recorded for your safety, in accordance with applicable law. These recordings allow us to later confirm all our arrangements, ensure the quality of your service, and clarify any ambiguities.

We understand you may be wondering why we ask for your date of birth or other information during the call. We do this primarily to verify your identity, in accordance with standard security procedures. We must ensure that we are speaking to you, not a stranger. This is solely to protect your personal data and ensure that the details of your case do not reach unauthorized individuals.

If you are unsure whether you are speaking to an EOS Poland employee, you can note the name and surname of our consultant during the call and then call us back at the official company number 221 333 444 to confirm their credibility.

We understand your concerns, as data security and fraud protection are very important. Here are some tips to help you verify the legitimacy of our phone calls, text messages, and emails. Remember, whenever you have any questions, you can call us at our official company number 221 333 444 and explain your situation.

Call Verification:

• Ask for the caller's details—ask for the consultant's name and surname, and the name of the company they represent.
• Offer a callback—if you have any questions, offer to call back at the official company number 221 333 444 or email [email protected] to confirm the legitimacy of the call.

SMS Verification:

• Check the sender—our text messages are sent from standard 9-digit numbers.
• Check the contact number provided – our text messages typically use the number 727 510 020.
• Verify with the company – if the text message is about a payment or other important matter, please contact us by phone using the official number 221 333 444 to confirm the validity of the message.

Email verification:

• Check the sender's email address – this is one of the most important tips. Make sure the email address is from the official EOS Poland domain, @eos-poland.pl.
• Verify the contact number provided – our text messages typically use the number 727 510 098.

Verify with the company – if the email is about a payment or other important matter, please contact us by phone using the official number 221 333 444 to confirm the validity of the message.

We understand that this message may be concerning. Some devices automatically mark unknown numbers as "SPAM," even if the connection is completely secure. This is beyond our control.

If you have any concerns, simply call us back at the number provided in the letter, text message, or email, or contact us using the official number 221 333 444.

Yes, but only by prior appointment and confirmation. Call us at 221 333 444 or email [email protected] to schedule your visit at the EOS Poland office. Please note that an office visit is only possible for the following purposes:

• providing documentation confirming repayment of your debt,
• signing the settlement agreement.

If the purpose of your visit is different, you should confirm in advance whether a meeting is possible. Also, remember to bring a valid ID.

Yes, it may happen that our field advisor will visit you as part of the debt collection process. This visit is one way to contact us, especially if we haven't been able to reach you by phone, email, or letter. An EOS Poland field advisor always wears a visible ID. During the visit, they will explain your situation and discuss possible repayment solutions. They can also help you establish a repayment plan or reach a settlement.

Please note that the advisor may accept cash payment from you as part of your debt settlement. In such a case, you will receive a KP document, which serves as formal confirmation of payment.

What if a letter or email was sent to my address, but it's not intended for me?

This can sometimes happen. This can be due to several reasons. In the case of a letter, it's most often correspondence addressed to previous tenants who haven't updated their mailing address. Sometimes, there's also an error in the address printed on the envelope. An incorrect email or letter recipient can also be caused by an invalid address we have in our systems.

If you received a letter that wasn't addressed to you, don't open it and let us know. We'll investigate immediately and stop sending letters to the incorrect address. This is important because we don't want you to receive correspondence that doesn't concern you, and we care about data protection.

If you received an email that isn't addressed to you, let us know by replying to the message. Remember to include your name and surname—this is the only way we can confirm that the correspondence doesn't concern you.

We apologize for the confusion and thank you in advance for letting us know.

If you believe that a debt reported to you in our letter, text message, or email is incorrect, please contact us. This is crucial because until we know about the error, we treat the matter as correct—which may result in further notifications and calls. However, if it turns out there was no error, failure to contact us may result in additional charges.

Call 221 333 444 or email [email protected].

We will investigate the matter together and resolve the matter as quickly as possible.

It's very simple. Simply contact us by phone, email, or letter and explain your concerns. In your submission, please try to describe precisely what your complaint is about and the reasons for it. We will review the matter and analyze it thoroughly—in accordance with applicable law and the facts.

Detailed information can be found on our website: https://pl.eos-solutions.com/customers/complaint

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If you've received a document from the court, first read it carefully. Check what the document is about—it could be a lawsuit, a payment order, a summons to a hearing, or another decision. Check who filed the lawsuit, meaning who the creditor is. Don't ignore the letter, and contact us.

Remember that even at the court stage, you can reach a settlement. This often helps to resolve the matter more quickly and reduce additional costs.

Contact us if you have any questions. We're always here to help and we value clear communication.

Call us at 221 333 444 or email us at [email protected].

Yes, you can reach a settlement even if your case is already in court. This is often a recommended solution, as it significantly accelerates the conclusion of your case and reduces the costs associated with legal proceedings.

Remember that a settlement is always a beneficial option – you can pay in installments, agree on a convenient payment date, and in some cases, even partial debt relief is possible.

You can reach a settlement in three ways:

• directly with the current creditor, through EOS Poland, outside of court and with a mediator,
• directly before a court, which oversees its compliance with the law,
• through a mediator, who files a report with the court, and the court approves the settlement.

Don't delay, contact us as soon as possible. Together, we will find a solution that best suits your financial situation. Call us at 221 333 444 or write to [email protected]

Yes, a bailiff can seize funds in your bank account. This is done based on a writ of execution, such as a final court judgment or a payment order with an enforcement clause.

In the event of a bank account seizure, you have the right to obtain information from the bailiff regarding the amount of the debt and the method of repayment. If you have any doubts or questions, you can always contact the bailiff handling your case.

Yes, it's still possible. Contact us as soon as possible. Together, we'll establish a convenient repayment plan, and as the creditor's representative, we'll inform the bailiff of our settlement.

A settlement means you can settle your debt on better terms and halt the unpleasant enforcement process. This will allow you to regain control of your finances and avoid further accrual of interest and bailiff fees.

Call us at 221 333 444 or email us at [email protected]

BIGs, or Economic Information Bureaus, are commonly referred to as "debtor registers." Their activities include collecting, storing, and sharing data on debt repayment by debtors. They may receive data not only from the banking sector, but also from telecommunications companies, utility providers, municipalities, and even individuals.

• BIG InfoMonitor S.A. — This is the largest credit information bureau in Poland. It collects data on both consumers and businesses. It cooperates with BIK (Credit Information Bureau), meaning that BIG InfoMonitor has access to data from BIK, and BIK has access to data from BIG InfoMonitor.
• Krajowy Rejestr Długów BIG S.A. (KRD) — One of the most well-known debtor registers. KRD collects and shares debt information from many different entities, including companies, banks, local governments, and individuals.
• ERIF Biuro Informacji Gospodarczej S.A. — Like KRD, it collects and shares information on overdue payments from both consumers and businesses.
• Krajowe Biuro Informacji Gospodarczej S.A. — also operates on a similar basis, collecting and sharing debt data.

Yes—EOS Poland acts as the representative of the current creditor, who has the right to list debtors in credit information bureaus (BIGs) in accordance with the Act on the Disclosure of Economic Information and the Exchange of Economic Data. An enforcement title is not required for this purpose.

We may also submit data to more than one credit information bureau (BIG). However, we do not submit any data to the Credit Information Bureau (Biuro Informacji Kredytowej S.A., or BIK).

Please remember that we will always contact you in advance to notify you of our intention to submit your data to a credit information bureau (BIG), or to remind you if an entry already exists. Do not ignore our notifications; please contact us as soon as possible. Together, we can find a solution that allows you to repay the debt and either prevents an entry from being made or enables its removal.

Call us at 221 333 444 or email us at [email protected].

A debt exchange is a public platform where offers to sell receivables can be listed. This allows the current creditor to sell the debt to another entity.

Like economic information bureaus (BIGs), the exchange also serves as a place to check whether a specific individual or company has outstanding liabilities.

Yes—your data may be transferred to a debt exchange. This is in accordance with the law and GDPR regulations. Your current creditor has the right to offer your debt for sale, and EOS Poland, acting as the current creditor’s representative, may contact the exchange and transfer your data.

However, please note that we always aim to inform you about the planned transfer of your data to a debt exchange. Please contact us as soon as possible—even if your debt has already been listed on the exchange. We are committed to helping you settle your outstanding debt. We can sign a settlement agreement that either prevents your debt from being listed on the exchange or allows for its removal.

Call us at 221333444 or email us at [email protected].

EOS Poland processes your personal data; we act on behalf of and under the instructions of the data controller—the current creditor to whom you owe the debt. We process your data securely and in compliance with personal data protection regulations based on:

• Article 6(1)(f) of the GDPR, for purposes related to debt management, including the pursuit of claims held against you by the controller (the current creditor);
• Article 6(1)(c) of the GDPR, to fulfill legal obligations incumbent upon the data controller, particularly regarding the archiving of data and documents, handling complaints, managing accounts, and documenting payments in accordance with accounting regulations.

We may also process your data for marketing purposes and via automated means—including profiling—to determine the appropriate method and timing for contacting you, tailor settlement terms, and analyze debt recovery strategies. This processing will not result in automated decisions that produce legal effects concerning you or significantly affect you.

We provided full information regarding the scope of your personal data processing in our initial correspondence, alongside the notice of debt assignment.

Detailed information can also be found in our Privacy Policy.

You have the right to:

• access information regarding your personal data, including obtaining
• a copy thereof (pursuant to Art. 15 of the GDPR),
• rectification of data (pursuant to Art. 16 of the GDPR),
• erasure of data (in the cases described in Art. 17 of the GDPR),
• restriction of processing (in the cases described in Art. 18 of the GDPR),
• data portability (pursuant to Art. 20 of the GDPR),
• object to processing (in the manner described in Art. 21 of the GDPR),
• lodge a complaint with a supervisory authority (pursuant to Art. 77 of the GDPR).

To exercise these rights, please contact us by mail (EOS Poland Sp. z o.o., ul. Siedmiogrodzka 9, 01-204 Warsaw) or by e-mail ([email protected]).

The original creditor is the entity with whom your debt originated—for example, the bank where you took out a loan you failed to repay, or the telecommunications company to which you owed money for unpaid utility bills.

The current creditor is the entity that purchased your debt from another creditor under an assignment agreement. When we contact you, we are acting on behalf of this current creditor. In our case, this is one of the following funds: EOS1 NFIZW, CRF1 NFIZ, VPF I NFIZ, or the company EOS Investment Poland GmbH—these are the names you will see in our letters, text messages, or emails.

No—because by selling your debt, the original creditor relinquished all rights to it. We are currently handling your case on behalf of the current creditor.

Paying the original creditor directly could unnecessarily delay the settlement of your debt and even lead to accounting errors or the continued dispatch of payment reminders. Therefore, it is best to make payments directly to the bank account number specified by EOS Poland; this ensures everything is processed quickly and correctly.

This is completely normal. In our correspondence, we always specify exactly who is involved in your case.

We usually identify the original creditor—the entity with whom your debt first originated. Since the debt has been assigned (meaning the rights to your debt have been transferred to another entity), we also provide the name of the current creditor. Additionally, EOS Poland appears as the current creditor’s authorized representative; acting as a debt collection agency, they handle the case and communicate with you.

Yes—a bank can sell a debt portfolio to a fund, even if a settlement agreement was previously reached. If this applies to your situation, please contact us. As the authorized representative of the fund—the current creditor—we can confirm the terms of your settlement, check the balance, and determine the next steps. Simply let us know, and together we will find a solution tailored to your current financial situation.

Call us at 221 333 444 or email [email protected].