• President of UOKiK Tomasz Chróstny has brought charges of violating the collective interests of consumers against the Profi Credit Polska company.
• Doubts have been raised about the company’s debt recovery mechanisms.
• Are you in trouble with a debt recovery company? Contact your municipal or district consumer ombudsman or consumer organisation.

Profi Credit Polska grants consumer loans and, in the case of overdue repayments, recovers debt due. In doing so, the company uses telephone calls, voice and e-mail messages, regular mail services, as well as personal visits by Profi Credit representatives at the debtors’ homes or at their workplace. The President of UOKiK has instituted an investigation regarding the suspected breaching of collective interests of consumers through the practices involving communicating with consumers in a manner likely to cause fear and intentional intimidation.

The Office’s findings to date show that the company has been contacting debtors with extreme severity, exerting a great deal of pressure on them through multiple messages, phone calls or debt collectors’ visits. Automatic messages regarding both future and overdue instalments relate to different debts, specifying different debt values or their due dates. This is likely to be confusing for consumers, who have the right to be fully and transparently informed about the debt they owe.

Consumers do complain about non-professional behaviour of the company’s representatives and even threats or insults. Profi Credit agents during phone calls and home visits may make borrowers feel fearful of the financial consequences and put them under psychological pressure. They are supposed to threaten with court proceedings, bailiff enforcement and demand full debt repayment. The nature of visits by company agents to homes and at workplaces and their failure to communicate the actual powers of debt collectors during such visits are also of concern. Field debt recovery is a legitimate and applicable practice, however, it should be consensual, negotiable and discreet, without involving individuals (co-workers, neighbours). It must not lead to consumers becoming more concerned about themselves, their close relatives and/or property.

- The actions of Profi Credit Polska may violate good morals and prevent meaningful negotiations aimed at reaching an agreement. The manner of communication, the form of contact, and the information provided should not evoke feelings of anxiety, danger or pressure. Consumers who take out a loan have an obligation to repay it on time, but they must not be harassed or intimidated. A situation like this is likely to distort their behaviour, drive them to make economically unfavourable decisions or completely avoid contact with the loan provider – Tomasz Chróstny, the President of the Office of Competition and Consumer Protection, stresses.

If the charges are confirmed, Profi Credit Polska may face a penalty of up to 10% of its turnover.

Timely repayment is the obligation of the consumer who took out the loan. However, if an overdue debt has arisen, recovery should take place in a professional manner, respecting the rights of the parties.

Consumers who have experienced abusive debt recovery practices can seek the assistance of a consumer ombudsman in their city or district. Should persistent harassment be reported, they can also notify the law enforcement authorities of a possible criminal offence.

Consumer Support:

Phone: 801 440 220 or 222 66 76 76 – consumer helpline
E-mail: porady@dlakonsumentow.pl
Consumer Ombudsmen – in your town or district
European Consumer Centre

Additional information for the media:

UOKiK Press Office
pl. Powstańców Warszawy 1, 00-950 Warszawa, Poland
Phone: 22 55 60 246
Email: biuroprasowe@uokik.gov.pl
Twitter: @UOKiKgovPL
You can also follow us on Instagram: @uokikgovpl