They said this… · Credit & debt

“The account is with collections now, so additional fees can be added”

Generally incorrect

Collection status does not create a free-standing right to impose any fee the collector chooses.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Fees need a contractual or legal basis and may be subject to fairness/regulatory controls.
  • Ask for an itemised balance and the source of each charge.
  • Do not accept unexplained “admin” amounts simply because an account has escalated.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Agreement, statements and full account history
  • Payment records and any repayment arrangement
  • Complaint correspondence and collection letters
  • Any statutory notice relied on by the creditor

If they still refuse

Move the dispute forward.

  1. Put a genuinely disputed balance or process issue to the creditor with precise reasons.
  2. For regulated financial firms, the Financial Ombudsman Service may be an individual-redress route after the complaint stage.
  3. Keep data-accuracy and debt-enforcement issues conceptually separate; different rules may apply.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Disputed balancesRead the full guide.Consumer Credit ActRead the full guide.Debt collectionRead the full guide.