FAQ - 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.

You don't know the contractual partner? Please note that payment often has to be made to a payment service provider such as Otto Payments or Ratepay, especially for online orders. You have then ordered from Otto, for example, but the payment is processed via a partner who must then receive the money.

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. 

Otto Payments is a payment service provider of the Otto Group. If you have ordered via Otto.de, Otto Payments expects your payment. If you do not pay the amount owed even after several requests, Otto Payments will instruct us to process the payment. We are now your contact and new payment recipient. See also "Who is EOS and why did you contact me?" and "Why should I pay EOS now and not where I ordered?"

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 processing of the claim from your contractual partner, we are your direct contact. In order to end the debt collection process as quickly as possible, please pay only to us, quoting your 11-digit claim number. If you still pay your original contractual partner, e.g. Telekom Deutschland, this will lead to delays and possibly to further costs. The costs already incurred will not be waived by payment to the original contractual partner.

The easiest way to pay is via our service portal. Here you can choose the payment method that suits you best:

Alternatively, you can always find our bank details for transfers at the bottom right of the letter you received from us. Please always use the bank details provided in the letter, along with the claim number, to ensure quick and accurate processing.

Our bank details (please use the IBAN from your letter)

EOS Deutscher Inkasso-Dienst GmbH
Postbank
IBAN: DE 1420 0100 2003 8743 9209
BIC: PBNKDEFFXXX
Reference: Your EOS claim number

EOS Investment GmbH
Commerzbank
IBAN: DE 7620 0400 0006 1878 7600
BIC: COBADEFFXXX
Reference: Your EOS claim number

If you doubt the legitimacy of the claim, please remember: Only make a complaint if you are absolutely sure. In the event of an unjustified complaint, the collection costs may increase. It is therefore essential that you check in advance that you have not overlooked anything. To avoid unnecessary delays, check your e-mail inbox (including the spam folder) or past correspondence. As a rule, your contractual partner will have contacted you before commissioning us to continue the dunning process.

If you believe that you have already paid, please check your past bank transactions. Have you paid to the correct recipient and used the correct payment reference? Was the correct amount debited? Costs and interest already incurred must also be paid. If you have made a payment to us, you will find your payment history for the last 90 days in the service portal. Please bear in mind the bank working days.

Please note that if you terminate your contract (e.g. mobile phone), you are still obliged to pay until the end of the contract in accordance with the notice period

You will find a list of your claim and your payment history for the last 90 days in our service portal. Please have your 11-digit claim number ready. You can also pay the remaining amount or a partial amount directly there. 

We understand your desire for an immediate response. We handle many individual cases and take the necessary time for each request. Thank you for your patience. Some requests also require processing times, e.g. clarification with your contractual partner, bank working days, account approvals, official matters. Please help us by avoiding further inquiries on the same subject.
Data and payments via the service portal are updated with a time delay. Therefore, please do not be irritated if your payment does not appear immediately in your history and simply check again the next day.

You can always find our bank details for transfers at the bottom right of the letter you received from us. Please always use the bank details provided in the letter, along with the claim number, to ensure quick and accurate processing.

Our bank details (please use the IBAN from your letter)

EOS Deutscher Inkasso-Dienst GmbH
Postbank
IBAN: DE 1420 0100 2003 8743 9209
BIC: PBNKDEFFXXX
Reference: Your EOS claim number

EOS Investment GmbH
Commerzbank
IBAN: DE 7620 0400 0006 1878 7600
BIC: COBADEFFXXX
Reference: Your EOS claim number

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.

Whether your outstanding obligation has already been reported to a credit agency such as Schufa depends on various factors. The requirements for an entry with a credit agency such as Schufa Holding AG include  

• You have received at least two written reminders (by post or email).  
• You received the first reminder at least four weeks ago.  
• You were notified of the registration beforehand
• The claim was not disputed.
  OR
• Your outstanding claim has already been enforced.

In some cases, your previous contractual partner has already made the notification before we were commissioned.

The entry with a credit agency, e.g. SCHUFA, has a negative effect on your creditworthiness. This means that you may not be able to rent an apartment, it may be difficult to conclude a mobile phone contract or take out a new loan. 

This is another reason why it is particularly important to settle your outstanding debt as quickly as possible or to tell us the reason for your non-payment. You will find many payment methods in our service portal, including the option to pay in installments.  

Please note: If you have paid the legally registered invoice or claim in full, we will notify the credit agency of the positive completion of your transaction. After the data storage period has expired, the entry will be removed from the database.

If you have not paid your invoice at Otto and the case has been handed over to EOS, you can only make purchases at Otto again and unlock your blocked customer account after you have completed the following steps: 

1. Settle the outstanding debt. Pay now easily via our service portal
2. Be patient. As soon as your claim has been settled, we at EOS will automatically inform Otto that it has been settled. This may take up to 6 weeks due to processing times. 
   
   
3. Open a new customer account. You can use the e-mail you used previously for this.
   
   

Please note: Otto avoids bad debts. For this reason, customers with a negative payment history are excluded from purchasing in installments or on account. This block also applies after you have paid your claim to EOS. 

EOS Field Services GmbH is the field service that works for us. We may commission them if we do not receive any feedback or payment from you, because sometimes a personal discussion in your familiar surroundings helps us to better understand your financial situation. Our sales representatives are empathetic and will work with you to find the best solution for everyone involved.

If you do not wish to pay the required amount in full straight away, it is best to arrange an installment payment with us. You can access our installment planner here and find out whether payment in installments is possible. You can also pay only part of the total amount initially in the service portal. In any case, it is worth talking to us about this. Together we will find a solution.

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.

An agreement fee may be charged for payment in installments. If you conclude an installment agreement with us, we will inform you in advance of the associated costs, including when concluding the agreement via the service portal. There are no hidden costs with us.

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