What should I say when I call a company I can't pay?

Call before the due date, explain briefly that you can't pay the full amount this month, say what you can pay and when, and ask for a payment plan, a hardship program or a waived late fee. Write down the name of the person, the date and what they agreed to, and ask for it in writing.

What should I say when a debt collector calls?

You don't have to agree to anything on the first call. Ask for the collector's name, company and mailing address, and ask them to send the validation information in writing. You generally have 30 days after you get it to dispute the debt in writing. Collectors generally can't call before 8 a.m. or after 9 p.m., and you can ask them to stop contacting you.

Updated October 14, 2026 · 6-minute read

What to say when you can't pay a bill

The hardest part is making the call. These scripts give you the exact words. Read them out loud, fill in the [brackets], and call before the due date if you can.

Before you call

Know your number: how much you can pay and when. Only promise what you can really pay.
Have your bill or account number in front of you.
Write down the date, the person's name and what they agreed to.
Ask for it in writing before you pay.

Electric, gas or water company

Use this when a bill is due or you got a shutoff notice.

"Hi, my name is [name] and my account number is [number]. I can't pay my full bill of $[amount] this month, and I want to keep my service on."

"I can pay $[amount] on [date]. Can you set up a payment plan for the rest?"

"Do you have any assistance, discount or hardship programs I can apply for? Can you put a hold on my account while I apply for energy assistance?"

"Someone in my home [is seriously ill / is elderly / has a disability / uses medical equipment]. Do I qualify for any shutoff protections, like a medical certificate?"

"Can you send me the payment plan in writing or by email?"

More steps: what to do about a shutoff notice and how to apply for energy assistance.

Landlord or property manager

Talk before rent is late, and follow up in writing (text or email is fine).

"Hi [name], I want to let you know before the 1st: I can't pay the full rent of $[amount] this month because [short reason, e.g. my hours were cut]."

"I can pay $[amount] on [date] and the rest by [date]. Would that work?"

"I'm also applying for rent help through [program or 211]. Would you be willing to accept payment from a rental assistance program?"

"Can we put this agreement in writing so we're both clear?"

If you get court papers, don't ignore them. See what to do if you're behind on rent.

Hospital or doctor's billing office

Call before you pay anything on a big bill.

"Hi, I'm calling about account [number]. Before I pay, can you send me a fully itemized bill with billing codes?"

"Can you put my account on hold while I review it, so it doesn't go to collections?"

"Does the hospital have a financial assistance or charity care program? Please send me the application."

"After that's decided, what discount can you offer if I pay part now? Or can I have an interest-free payment plan of $[amount] a month?"

Full guide: how to lower a medical bill.

Credit card or loan company

Ask for the hardship department.

"Hi, I'm having a financial hardship because [short reason]. Can I speak with someone about hardship options?"

"Do you have a hardship program that can lower my interest rate or monthly payment for a few months?"

"Can you waive this month's late fee?"

"Before I agree, how will this affect my account, and can you send the terms in writing?"

Never pay a company that promises to "fix" your credit or settle your debts for an upfront fee. Free, nonprofit credit counseling is available through the National Foundation for Credit Counseling.

Debt collector

You don't have to agree to anything on the first call.

"Before we talk about payment, what's your name, your company's name and your mailing address?"

"Please send me the validation information about this debt in writing."

"I'm not agreeing that I owe this debt. I'll respond in writing after I review it."

"Please don't call me at work. [Or: The best time to reach me is ___.]"

Your rights with debt collectors

Collectors must give you validation information about the debt. You generally have 30 days after you get it to dispute the debt in writing, and they must pause collecting the disputed amount until they respond.
They generally can't call before 8 a.m. or after 9 p.m., or at work if they know you can't take calls there.
You have the right to ask a collector to stop contacting you. The CFPB has free sample letters.
Never give bank account access or a card number on a first call, and never pay with gift cards, wire transfers or crypto.

Phone or internet company

Ask about low-income plans before you fall behind.

"Hi, I'm having trouble paying my bill. Do you offer a low-income plan or a Lifeline discount?"

"Can you move me to a cheaper plan without a cancellation fee?"

"Can I set up a payment arrangement for the past-due amount?"

See how to get a Lifeline discount.

Rather send it in writing?

The free Bill Help Now app writes payment plan, hardship, medical bill and debt collector letters for you. Fill in a few boxes, then copy, email or text it.

Want it all on paper?

The Hard Month Kit has 6 printable call scripts, a call log, editable hardship letters and a 30-day cash plan.

The Hard Month Kit · $9 Free Budget Starter

We sell these. They never change the advice above. How we make money.

Sources

Checked October 14, 2026. Programs change their rules. Confirm with the program before you rely on a date or amount. Found something wrong? Email help@billhelpnow.com.

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