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We're changing the way we take payments by phone or online

 

 

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From 27 July 2020 we’re changing the way customers can make payments by phone or online. If you currently make payments using Allpay online, by phone or using the Allpay app, you’ll need to know this:

I pay online

If you currently pay using the Allpay app or through Allpay’s website, you won’t be able to do this from 27 July.

The good news is you can still make your payments online at a time that suits you through MyCuro – Curo’s secure customer portal – my.curo-group.co.uk. Registering is quick and easy – you’ll just need your tenancy number. 

I pay by phone

If you currently pay over the phone you’ll no longer be able to use the Allpay number (0844 557 8321) from 27 July.

Instead, call 01225 366000 any time and choose the ‘pay by phone’ option. Our automated system will take your payment details securely, keeping your card details private. If you are unable to use the automated system, you can talk to a Curo colleague on the same number between 8am and 8pm Monday-Friday.

I have a 'recurring payment'*

If you pay by recurring payment, we’ll need to set up your payments with the new provider.

We need to get in touch with you to do this because we don’t hold your bank details. We’ll contact you during June and July to do this, ensuring there are no breaks in your usual payment dates.

*A recurring payment means your debit card’s set up to automatically pay us regularly. 

I pay in a shop/Post Office

If you make payments at a shop using your Allpay card, you can still do this as before, anywhere you see the Paypoint sign.


Making payments will be easier from 27 July...

...as you’ll no longer need your Allpay payment card to make online or phone payments. You’ll just need your bank card details and your tenancy number for all future online or phone payments. You’ll be able to find your tenancy number at the top of your rent statement.

The best ways to pay

From 27 July 2020, the easiest ways for you to make your payments with us will be:

  • Direct Debit or Recurring Payment – call 01225 366000 to set up
  • Online at MyCuro – visit my.curo-group.co.uk to register and activate your account
  • Using our automated phone line – call 01225 366000 to make your payment

Your questions answered

I normally make my payments through the Allpay app, can I still do this?

As of 27 July 2020, you will no longer be able to pay through the Allpay app instead you can make your payment through MyCuro – my.curo-group.co.uk

I normally make my payments directly through Allpay online, can I still do this?

As of 27 July 2020, you will no longer be able to pay through the Allpay online, but you can continue to make payments online through MyCuro – my.curo-group.co.uk

Can I still make my payment over the phone?

Yes, but we will have a new system which is fully automated and means you won’t have to read your card number out to a person. The process will still be easy and will be much quicker for you. You’ll be able to do this by calling 01225 366000 and choosing the ‘pay by phone’ option.

I don’t want to use an automated system, I would rather speak to a person, can I still do this?

Yes, you can speak to an advisor who will take you through the payment process by calling between 8am-8pm, Monday-Friday.

I make my payments at a shop through the Post Office/Paypoint machines, will I be affected?

No, you can continue to pay as normal using your Allpay payment card.

My rent comes out via Direct Debit or Standing Order, do I need to do anything?

No, you won’t notice any difference to your payments.

I am currently set up with a recurring payment will I be affected?

Yes, we will need to set you up onto the new system and this will take place throughout June and July 2020. We will be in contact with you to do this.

I have an Allpay payment card with a 19-digit number that I have to use to make payments, do I still need my card?

No, you will no longer need your Allpay card and number for online and phone payments. You’ll only need your Allpay payment card if you make payments in person at a shop.



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