Below we have gathered the most frequently asked questions by our customers.
Should you not find the answer to what you are looking for, you are welcome to contact our customer service for assistance. Don’t hesitate to contact us, we are here for you.
Why have I received a letter from you?
If it is the first time you have received a letter from us, it is because you have failed to pay a bill or amortization to a company who handed over the debt collection case to us.
I have received a letter from you via Kivra
is connected to the digital mailbox Kivra. If you are connected to the
service, you receive letters from us through Kivra. You will be notified
of received digital letters through e-mail, and also through a push
notification if you have downloaded the Kivra app.
If you prefer communications through postal mail, you can easily deregister Axactor as a sender once logged in to Kivra.
I want to pay; how do I do it?
When you make a payment, it is important that you use the correct information so that your payment can be registered in the corresponding case. Log in to "My Axactor" to see the details of your case and to make payments. You can log in using Mobile BankID or BankID and choose payment methods Swish or Trustly. If you don't want to log in, just use Quick Pay!
I have no BankID, what should I do?
You can pay by using the reference number and bankgiro number shown in the letter we sent to you. You can also use Quick Pay! on our website to quickly manage your payment. You do not need to be logged in, but you must have access to your reference number. If you have any questions about your case, you are always welcome to contact us.
I can't pay the whole debt all at one, what do I do?
worries, we can help you! In many situations, it is possible to set up
an installment plan. The best way to apply for a plan is by logging in
to "My Axactor". You can then register how much you are able to pay per
month. You will receive a confirmation if your proposal is approved or
if we must decide on your case manually.
It's good to know that when we agree on an installment plan there are additional costs added to your case in the form of an arrangement fee of SEK 170 and a fee of SEK 60 per notification.
Do I need to inform you that I've made a payment?
No, it's not necessary. As soon as we get your full payment, we close the case. You can follow your case status on My Axactor.
Keep in mind that it takes between 1-3 business days before your payment reaches us and that the payment is not considered fulfilled until it has reached us. In other words: you need to make the payment a few days before the last payment date to be sure that we will get the money on time.
If you have paid the amount on the original invoice, you must still pay the collection cost and the accrued interest. You can see the outstanding total amount on My Axactor.
I can't pay right now, what do I do?
Contact us, and we can discuss a solution to avoid that your case carries on in the collection process which would result in additional fees. In most cases, we can agree on a deferred payment date or an installment plan with monthly payments.
What if I don't pay?
you do not pay the debt within the specified time and with the stated
amount and do not contact our customer service to find a solution, the
case will carry on in the collection process. This means that we might
send your case to the Enforcement Agency.
Keep in mind that the costs and interest rate increase continuously if your debt remains unpaid. The result may also be that you receive a payment remark.
What if I already paid the original invoice?
If your payment has been submitted to us, or to our client, on the same day as the debt collection letter is issued (the print date) or later, you are obliged to pay the collection cost.
How do I find information about my case?
By logging in to My Axactor, you can get detailed information and status updates on your case. You can also pay or contact us that way, quickly and easily.
How do I know if my case is closed?
It normally takes 1-3 banking days before your payment reaches us. If you have paid the full amount and on time, according to the debt collection letter, the case will be terminated as soon as we have received your payment.
How do I apply for a registry extact according to GDPR?
To apply for a registry extract containing information about your personal data and how we process it, contact email@example.com.
I have received a debt letter that is incorrect, what should I do?
Log in to My Axactor, or contact customer service as soon as possible and explain what has gone wrong. We will fix the problem and pause the case in the meantime. Stay updated on My Axactor.
I have received letters that aren't mine, what should I do?
If you receive letters that are not yours, it may be that the person to whom the letter is addressed is registered at the same address as you. Contact customer service so we can investigate the matter further.
My letter contains incorrect personal data that I want to correct.
If you think that any information about you is incorrect, you have the right to contact us and request the information to be rectified or erased. Contact firstname.lastname@example.org and tell us why you think it should be rectified or erased.
Why have I have received a letter from Kronofogden?
you have received a debt collection letter that you have not paid, your
case may be sent to the Enforcement Agency (Kronofogden).
If the debt is paid directly, including the costs that have been added, we will withdraw the matter from Kronofogden and terminate the case.
Observe that the Enforcement Agency charge for their work through different fees. The most common fees are:
- Application for injunction for order to pay SEK 300
- Execution SEK 600 per year
law, the company who has a claim, such as Axactor, also has the right
to cover additional costs. This means that if you do not pay on time,
the debt can grow further. The most common statutory fees are:
- Payment reminder SEK 60
- Debt collection letter 180 SEK
- Compensation for work regarding application for injunction SEK 380
- Arrangement fee for installment plan SEK 170
- Notification fee for installment plan SEK 60 per notification
- Late payment charge SEK 450 (applies only to companies and the public sector)
What interest rate is applicable on overdue payments?
If you haven't agreed on any specific interest on an overdue payment, the creditor will charge the applicable statutory interest rate. The interest rate in your specific case can be higher only if agreed upon in you contract.
I haven't received any payment reminder.
The creditor is not obligated to send a payment reminder before sending debt collection letters. It is therefore correct if you have received a collection letter without first having received a reminder.
How do you handle my personal data?
treat your personal data with great respect because we care about your
privacy. We handle your personal data in order to efficiently achieve
payment and to be able to conduct our business in general. For these
purposes we deal with information about who you are, your contact
details, your financial situation and payment history.
Phone number: 031-383 38 00
Letter: Axactor Sweden AB, Nordstadstorget 6, 411 05 Göteborg
Wishes and complaints
conduct our business in accordance with the laws and regulations of
Axactor. This means, among other things, that we follow the Data
Protection Authority's general advice on the debt collection law. We
care about handling your case in a correct and careful way and we are
therefore keen to hear your views if you're not satisfied with our
handling of your case so that we can improve our services.
If you would have any objections to the debt we are claiming or if you would like help with establish a possible installment plan, please contact customer service.
If you are still not satisfied with the handling of your case, log in and fill out this form. Describe as much and as accurately as possible what you are dissatisfied with and what you think is wrong.
As soon as we have received your comments or complaints, we will handle the matter in accordance with our complaint policy. This means that we will handle your case objectively and by another person than the one who handled your case initially. As soon as we have decided on our position on the matter, we will get back to you.
Can't find what you were looking for? Don't hesitate to contact us, we are here for you.