If you have a debt
To make your interaction with Primo Kapital clear and effective, we have prepared answers to the most common questions about debt settlement.
We are open to dialogue. If you have financial difficulties and cannot repay the debt in full, let us know. Within the powers granted by the Creditor, we will consider possible ways to settle your situation.
Who we are and why we contact you
Primo Kapital settles overdue debt under an agency agreement concluded with the Creditor.
This means the Company is authorised by the creditor to communicate with you about the existing debt, provide the necessary information, accept requests and take other debt settlement actions within the powers granted.
The creditor under your agreement does not change.
Primo Kapital acts in the interests and on behalf of the Creditor, not as a new creditor.
We interact with debtors in accordance with Ukrainian law and the statutory rules of ethical conduct.
How to pay the debt
To find out the exact amount of the debt, the current payment details and possible settlement options, contact us in any convenient way:
- Phone: 0 800 200 502 (free of charge, Mon–Fri 9:00–20:00)
- Kyiv: +38 (044) 247 66 80, +38 (044) 247 66 81, +38 (044) 247 72 06
- Email: info@primokapital.com.ua
- Viber: message us on Viber
- Telegram: message us on Telegram
Please have your case or agreement number ready — it will help us answer faster. If you do not know your case number, you can get it from our hotline 0 800 200 502 or in our Viber / Telegram chat.
Our specialists will explain the structure of the debt, tell you how to make the payment correctly and consider possible settlement options together with you — with respect, without pressure or judgement.
Consequences of non-payment
We always seek to settle debt through dialogue and a solution that fits your situation. At the same time, if the debt remains unpaid, Ukrainian law provides for certain consequences. We believe it is important to tell you about them in advance so that you can make an informed decision.
Growth of the debt
Penalties (fines, late fees) may be charged on overdue debt under the agreement, as well as 3% per annum and inflation losses under Article 625 of the Civil Code of Ukraine. For consumer loans, the amount of penalties is limited by law.
Taking the case to court
The Creditor has the right to go to court. If the claims are granted, the debtor also bears the court fee and the costs of professional legal assistance.
Change of creditor
Please note that under current Ukrainian law the creditor may, in cases provided for by law, transfer or assign the claim under your agreement to another Company. Such an assignment does not release you from the obligation to repay the debt, but it means that you will deal with the new organisation on matters related to your debt.
Credit history record
Information on how obligations are met is passed to credit bureaus under the Law of Ukraine “On the Organisation of the Formation and Circulation of Credit Histories”. Arrears may make it harder to get loans, instalments and other financial services in the future.
Enforcement of a court decision
Enforcement is carried out by a state or private enforcement officer under the Law of Ukraine “On Enforcement Proceedings”. It may include:
- freezing and debiting funds from bank accounts;
- deductions from salary, pension or other income within the limits set by law;
- inventory, seizure and sale of property;
- collection of an enforcement fee (the private enforcement officer’s basic fee) on top of the debt;
- a temporary ban on leaving Ukraine — by court decision.
Most of these consequences can be avoided. If you have financial difficulties, call or write to us. The sooner we start talking, the more options you have.
Complaints
We want every conversation with our specialists to be correct, professional and compliant with the law. If you have experienced problems while dealing with us — inappropriate behaviour by an employee, calls at inappropriate times, inaccurate information about the debt or any other situation that worried you — let us know.
We will review every request and give you an answer.
How to file a complaint
Send us a letter describing the problem in any convenient way:
- By email: info@primokapital.com.ua
- By post: 1 Smal-Stotskoho St., bldg. 28, Lviv 79018, Ukraine
- By phone: 0 800 200 502 (free of charge, Mon–Fri 9:00–20:00)
- Through the contact form on this website
You can also contact the National Bank of Ukraine: 0 800 505 240.
What to include
So that we can quickly understand the situation, please include:
- your full name;
- the case or agreement number (if you know it);
- contact details for the reply — phone and address (postal or email);
- the date and approximate time of the event the complaint concerns;
- a description of the situation: what exactly happened and what the problem is.
If you have documents, screenshots or other materials related to the case, attach them to your request.
How we handle requests
We register every request and carry out an internal review, including analysing the recording of the relevant call. We reply within the period set by Ukrainian law — up to 30 days from receipt. If the review needs more time, we will let you know separately.
We send the reply through the same channel the request came in, or another one if you prefer.
Your rights
You have the right to receive information and documents confirming the grounds on which Primo Kapital contacts you about settling your debt. Since Primo Kapital acts on behalf of the Creditor, the Company can provide documents and information confirming its authority to settle the debt in the manner and to the extent provided by Ukrainian law. To obtain them, contact Primo Kapital using the details on our website.
Combatants and other protected categories
If you have combatant status or belong to another category of persons with special guarantees under Ukrainian law, let us know and provide supporting documents through one of these channels:
0 800 200 502 · info@primokapital.com.ua · Viber · Telegram