Frequently asked questions

We wish to inform you about an outstanding debt and invite you to discuss payment terms and options.

It's possible you simply forgot, or perhaps you weren't in a position to make a payment on time. This can happen to anyone, but it's important to react as early as possible to more easily clear the debt itself and avoid additional costs.

EOS MATRIX has taken over the collection of the receivable. This means the original claim, which was previously processed by another creditor (such as a bank, telecom provider, or other company), has either:

• been transferred to EOS MATRX in accordance with current legal regulations, making EOS MATRIX the new creditor,
  or
• EOS MATRIX is conducting collection activities on behalf of the original creditor.

EOS MATRIX is fully authorized to communicate and act regarding this specific claim.

To avoid an increase in debt due to statutory default interest and potential legal costs, if payment is delayed.

In case of non-payment, the total debt can indeed increase. The principal remains the same, but statutory default interest is added to the debt amount, which impacts the increase of the total debt. Also, certain costs can affect the increase of the debt, e.g., legal proceedings costs.

Statutory Default Interest
In case of non-payment, statutory default interest is calculated on the debt amount. Its rate and calculation method are prescribed by law.

Legal Proceedings Costs
In case of initiating legal proceedings for debt collection, the debtor also bears the costs, such as attorney fees, costs of enforcement proceedings at FINA, court fees, notary public fees, etc.

Additional Costs
Aside from legal proceedings costs, EOS MATRIX does not charge additional costs.

That is why it is important to repay the debt as soon as possible – in full or through partial payments – in order to reduce the principal amount for the calculation of statutory default interest, and thus the total amount of the debt.

Please review the letter's contents and make the payment using the details provided in the notice. If you're unable to settle the full amount immediately, please contact us. We'll work together to find a solution and make an achievable repayment plan.

You can pay the debt in a single payment or in agreed installments. A one-time payment is often the most cost-effective option, as it prevents further accumulation of statutory default interest.

If you're currently unable to pay the full debt, please reach out to us, and we will try to find a solution together.

For many people, owing money can be an uncomfortable situation. It's important to understand that debt can be successfully managed. Ignoring it, however, could lead to the initiation of legal collection procedures and a significant increase in the debt amount. Please contact us so we can work towards a solution and successful debt repayment.

Once your debt has been successfully repaid, you can request a certificate of final debt repayment from us. There is no charge for issuing this certificate.

To help us understand your concerns, your first step should be to contact us directly – this is the quickest way to clarify the situation.

For more details on how to file a complaint, please visit: Centar za prigovore - EOS u Hrvatskoj

We recommend providing any supporting documentation, such as payment confirmations or contracts, that relates to your complaint.

If an employer (for wages) or HZMO (for pensions) already has a prior creditor's claim in the collection queue, and a new creditor requests enforcement on income, the employer will place the new creditor in line. Their request will only be processed after the previous creditor has been fully paid.

If there's a prior creditor's claim already active on accounts (at FINA), and a second creditor requests FINA to execute enforcement on those accounts, FINA will add the second creditor to the collection queue. Their request will only be fulfilled once the previous creditor's claim has been fully satisfied.

The Enforcement Law identifies enforcement on income and enforcement on accounts as distinct subjects of enforcement (Article 284 of the Enforcement Law).

The law does not prohibit simultaneous enforcement on both, and it is carried out according to the law's provisions and the specifics of each case.

For more details regarding a specific case, please contact us.

The Enforcement Law designates a debtor's income as an asset subject to enforcement. Information about the debtor's employer is required for a creditor to carry out enforcement on income,. Therefore, the Enforcement Law allows creditors to request debtor employer details from competent institutions for collection purposes, provided the creditor's legal interest is clearly stated.

We are a company specialized in the collection and purchase of overdue receivables. EOS Matrix is listed in the national register of authorized credit servicing providers, having received its operating license from the Croatian National Bank. Our primary business is providing debt collection services. EOS Matrix has been active in Croatia for over 18 years and currently employs more than 250 individuals.

We are part of the EOS Group, headquartered in Hamburg, Germany, which operates in over 20 countries across Europe and worldwide. Our Group has a history of over 50 years and currently employs more than 6,000 people. EOS holds ISO/IEC 27001 and ISO/IEC 27701 information security certifications. We're happy to answer any questions you have; please feel free to contact us via email or phone.

When communicating by phone or email, without a physical presence, we are legally obligated to verify the identity of the person we are speaking with.

The General Data Protection Regulation (GDPR) requires us to ensure that personal data is shared only with the individual to whom it pertains, thereby minimizing the risk of unauthorized impersonation. A name and surname alone are not sufficient for reliable identity confirmation; an additional identifier is also necessary.

If a creditor holds a claim against you, it means you previously entered into a contract with a bank, telecom operator, or another legal entity (the previous creditor), and there are unpaid debts under that agreement. According to the Law on Obligations, the previous creditor is authorized to transfer these contractual claims to a third party. This has been done through a cession agreement (transfer of claims) with us as the new creditor, thereby transferring the claims they held against you.

EOS MATRIX has thus become the new creditor. To enable EOS to take action to collect this debt, the previous creditor, during the claim transfer process, provided EOS with information and documentation. This includes the contract that originated the debt, details about the debt, your personal data from the contract itself, and other relevant documentation related to the concluded agreement and the overdue receivable. This data is essential for several reasons:

• to inform you that EOS is now the party to whom you must fulfill your contractual obligation (pay the debt).
• to request that you meet this contractual obligation and offer options for resolving the debt.
• to potentially undertake other collection actions (such as initiating enforcement proceedings) should the debt remain unsettled.

The right to erasure of personal data is one of your rights under the General Data Protection Regulation (GDPR). To exercise this right, specific conditions defined by the regulation must be met. One such condition is the absence of a legitimate purpose (basis) for processing the data. It's important to understand that as long as a creditor has an open claim and/or a process is underway to determine the validity of that claim, there is a legitimate basis and purpose for processing the data, and therefore, deletion is not possible. If you believe the conditions for deleting personal data are met and wish to request their erasure, please send your request to [email protected]

Under the provisions of the Enforcement Law, a creditor is authorized to initiate enforcement proceedings against income (such as wages or pensions). In this context, the Enforcement Law permits the creditor to directly request the debtor's employer to pay the creditor the amount required to settle the debt (Article 284, Paragraph 2 of the Enforcement Law). For enforcement to proceed, and for the employer to act upon the enforcement decision, the creditor must provide the employer with the relevant decision, which includes information about the debtor and the debt. Sharing this data with the employer for this purpose is permitted for the following reasons:

• The creditor is authorized, in accordance with the Enforcement Law, to attempt to collect their debt directly from the employer, as described above.
• To facilitate collection by the employer based on the enforcement decision, it is necessary to provide the employer with relevant documentation so they have a proper basis for making payments to the creditor.