Information about declined payments
We are seeing an increase in the number of payments being declined. This is often due to the additional security features the payment card providers are introducing to try to reduce fraudulent payments and protect customers from fraud. Please note, that the council does not have access to any information telling us why your payment was declined.
What to do if your payment is declined
Please contact your card issuer (which may be your bank or credit card provider) and ask them why the payment was declined. They will probably ask you a date and time you tried to make the payment and how much you were trying to pay. If you don’t get a satisfactory answer as to why your payment was declined, asking the following questions may help:
- Does my card have an upper limit on the amount I can pay for an online transaction?
- Do you try and contact me if the amount I am trying to pay online is above a certain amount?
- How are you trying to contact me – do you have my correct contact details?
- Was the payment declined because I didn’t have enough money in my account?
Your card issuer should try and help you so you don’t have future payments declined.
Find alternate payment methods
We know that this is a difficult time for many of our residents. If you are struggling to pay your Council Tax, we want to let you know about the support available and how we can help you.
Your Council Tax pays for the essential services that Chesterfield Borough Council, Derbyshire County Council, Derbyshire Police and Derbyshire Fire and Rescue Service deliver to residents in the borough.
If you are able to, please continue to pay your Council Tax as shown on your bill, so that your essential services can be maintained.
Usually, most of our residents pay their Council Tax in 10 monthly instalments, starting in April and finishing in January. However, we recognise that during the current crisis, some residents may need to talk to us about a more flexible payment plan.
If you are having difficulty making payments, please contact us as soon as possible to let us know. We can help you to manage your payments.
You can email us at firstname.lastname@example.org. Our team are also available to speak to you on 01246 345345. We are experiencing high call volumes, so please bear with us as there may be a delay in answering your call. We are working hard to support all residents at this time.
Council Tax Support
If you are on a low income we may also be able to help you to claim a reduction on your Council Tax bill. You can check whether you are eligible for additional support using our benefits calculator. Find out more about claiming Council Tax Support. You may also be eligible to claim help towards your rent.
We will provide working age residents who receive Council Tax Support with an additional grant of up to £150. This will reduce the amount that they need to pay on their Council Tax bill.
In many cases, this will mean that these residents will not need to pay anything for 2020-2021. All residents who are entitled to receive this additional support do not need to do anything, as new bills will be issued during April. Where residents have already paid Council Tax at a higher level, we will refund payments as soon as possible.
Private housing advice
Our private sector housing team are available to give advice and guidance to tenants and landlords during this difficult time. Find out more here.