Your loan has been transferred to CITY FINANCE
The company has acquired the right of claim under your credit agreement and has become the new creditor. The terms of the agreement do not change as a result. Here is everything you need to know: who we are, how to check the creditor, how to pay, what rules bind us and where to complain.
Why CITY FINANCE is contacting you
The creditor has the right to assign the right of claim to another person. The debtor's consent is not required, but the debtor must be notified in writing. The scope of your obligations does not increase from the replacement of the creditor: the rights are transferred to the new creditor in the same scope and on the same terms.
How to check the claim
- During the first interaction, request documents confirming the transfer of the right of claim.
- Check the Company in the State Register of Financial Institutions: kis.bank.gov.ua, EDRPOU code 39508708.
- Check the number and date of the credit agreement with the notice of withdrawal.
- Check the list of purchased claims rights in the section «List of acquired rights of claim».
The Company later assigned part of the acquired claim rights to other creditors. Before making a payment, check who owns the claim today.
Debt repayment
- Check the lender first.
- Cash is not accepted.
- Payments to employees' personal cards are not accepted.
Details and repayment procedure
Restructuring and installments
The Company considers applications for changes to repayment terms individually. There is no automatic right to installments or discounts. Agreed terms are recorded in writing. Oral agreements do not replace a written document.
Rules of interaction
According to Article 25 of the Law of Ukraine "On Consumer Lending".
Time and frequency. On our own initiative, we do not interact from 20:00 to 09:00, as well as on weekends, holidays and non-working days. The number of interactions on our initiative does not exceed two times a day. Personal meetings are only by prior agreement.
Recording conversations. The law requires that every direct interaction be recorded and the other party be notified. The recordings are kept for three years.
What we don't do. Threats, deception, humiliation of honor and dignity, disclosure of information about debts to third parties outside the cases specified by law.
Employees are not executors. We do not impose arrests or seize property. The Company's notice is neither a court decision nor a bailiff's order.
If the call is about another person. A family connection or the fact that your number is listed as a contact does not make you a debtor or guarantor. The contract number is not required to refuse interaction.
Representative. Your interests may be represented by a lawyer or other representative. The amount of information available to them is determined by their authority.
Documents: Procedure for interaction with the consumer of financial services and other persons when settling overdue debts and Procedure for notifying the Company of the authorized representative of the consumer.
Military personnel and family members
During the period of martial law and within 90 days after its termination or cancellation for categories of persons defined by law, the Company does not engage in any interaction with such a person and his/her relatives on its own initiative.
Who does this concern:
- servicemen of the Armed Forces of Ukraine and other military formations and law enforcement agencies established in accordance with the laws of Ukraine, who serve on the territory of Ukraine;
- military personnel who became disabled as a result of a service-related illness or injury, including after discharge;
- family members of military personnel who were killed, died, or went missing;
- persons who are in captivity, missing or with whom contact has been lost.
The message is accepted by any means of communication: by mail office@cityfinance.com.ua, by letter to 04053, м. Київ, вул. Січових Стрільців, 37/41, by phone +38 044 227 92 60, +38 044 228 62 85, or through form on the website.
The report can be submitted by the consumer himself, his representative, and in the case of persons in captivity or declared missing, also by a family member.
A military serviceman requires a certificate in the form of Appendix 2 to the Law of Ukraine "On Consumer Lending", drawn up by an authorized person of the military unit. The law allows it to be drawn up by hand.
If the grounds no longer exist, this must be reported within 30 calendar days.
Legal basis: paragraph 6-2 of section IV “Final and transitional provisions” of the Law of Ukraine “On Consumer Lending”.
Other interaction limitations
Another legal regime that is often confused with the previous one.
Regardless of martial law, interaction at the initiative of the creditor is not allowed from the moment of receipt of documents indicating that the person is incapacitated or has limited legal capacity, is undergoing inpatient treatment, is a person with a disability of group I or is a minor. Basis: part nine of Article 25 of the Law.
Limiting interaction is not debt forgiveness.
Accruals during martial law
During the period of martial law or a state of emergency and within 30 days after its termination or cancellation, no penalty is charged under consumer credit agreements, and the debtor is released from liability under Article 625 of the Civil Code of Ukraine. The principal amount of the loan and contractual interest are not canceled.
Taxation of forgiven debt
If the Company cancels part of the principal amount of the debt, the amount of the canceled debt exceeding 25 percent of the minimum wage per year is the debtor's income in the form of an additional benefit and is subject to personal income tax and military service, subparagraph "d" of subparagraph 164.2.17 of paragraph 164.2 of Article 164 of the Tax Code of Ukraine.
Interest, fees, and penalties forgiven by the creditor are not included in taxable income. The obligation to reflect the income in the annual tax return and pay tax rests with the debtor.
Collection companies
The Company does not involve collection companies in the settlement of overdue debts. The Company has not concluded and does not have any agreements with collection companies. As of 22.09.2026 this information is relevant.
All interaction regarding debts, the right of claim of which belongs to the Company, is conducted only by employees. ТОВ «ФК «СІТІ ФІНАНС». They operate in accordance with the Procedure for Interaction with Consumers during the Settlement of Overdue Debt and the requirements of Article 25 of the Law of Ukraine "On Consumer Lending".
If you are contacted on behalf of the Company:
The collector who refers to CITY FINANCE is not acting on behalf of the Company. In this case:
- do not make any payments using the details he provides;
- write down the company name, name, phone number, date and time of the request;
- inform the Company: office@cityfinance.com.ua, +38 044 227 92 60, +38 044 228 62 85 or through the form "Appeals and complaints".
Repayment of debts to the Company is made only in cashless form to the account specified on the page "Repayment of debt".
Appeals and complaints
Deadlines. An appeal that does not require additional study is considered immediately, but not later than fifteen days. The total period does not exceed one month from the date of receipt. If it is impossible to resolve the issue within a month, the period is extended with the applicant's notification, but the total duration cannot exceed forty-five days, Article 20 of the Law of Ukraine "On Citizens' Appeals".
Where else can you turn? National Bank of Ukraine on issues of protection of the rights of consumers of financial services. Commissioner of the Verkhovna Rada of Ukraine for Human Rights on issues of processing of personal data. Court. Appeal to the Company is not a prerequisite for appeal to the NBU or to the court.
Company Documents
Documents in revision 2, each with an effective date:
- Procedure for interaction with the consumer of financial services and other persons when settling overdue debts —
- Procedure for notifying the Company of the authorized representative of the consumer —
- Procedure and method of repayment of overdue debt —
Questions and answers
They call me, but the loan is not mine
A family connection or the fact that your number is listed as a contact number does not make you a debtor or guarantor. The contract number is not required to refuse interaction: report this via any channel or submit a request such as "Calls regarding another person."
How to check if you really owe me
Ask for documents confirming the transfer of the right of claim, check the Company in the State Register of Financial Institutions, compare the number and date of the agreement with the notice of assignment and see the list of acquired rights of claim. The Company later assigned some of the rights to other creditors - before payment, check who owns the claim today.
Can I pay in installments?
The Company considers applications for changes to repayment terms individually. There is no automatic right to installments or discounts; agreed terms are recorded in writing, oral agreements do not replace a written document.
I paid, but the debt did not decrease
Funds are credited in order according to Article 19 of the Law of Ukraine "On Consumer Crediting", so the payment may first cover overdue interest or penalty, and not the principal amount. If the payment is not reflected, submit a request "Problem with crediting the payment" with a payment document.
Can I opt out of calls?
You can refuse to interact by submitting an application - the contract number is not required for this. On our own initiative, we do not interact from 20:00 to 09:00, on weekends, holidays and non-working days and no more than twice a day; for protected categories, interaction on our own initiative is not carried out.
Is the debt written off after three years?
Three years is the term for storing call records, not the term for writing off the debt. Limiting interaction does not constitute debt forgiveness, there is no automatic right to a discount: the Company considers changes to the terms individually and records them in writing. If the Company cancels part of the principal amount of the debt, the amount exceeding 25 percent of the minimum wage per year is the debtor's income and is taxable.
I am a military serviceman, what should I do?
Inform the Company about belonging to a protected category by any means of communication or through the "Protected Category" form - a certificate in the form of Appendix 2 to the Law of Ukraine "On Consumer Lending" is required. During the period of martial law and 90 days after its termination, interaction on our initiative is not carried out.
How to get a certificate of no debt
After full repayment, the Company confirms the closure of the obligation. Submit an application "Request for amount and calculation" - the certificate is provided free of charge; the consideration period is no later than fifteen days, the total period is up to one month.
Does the Company work with collectors?
No. The Company does not involve collection companies. Only the Company's employees interact with you. If the collector refers to CITY FINANCE, do not pay him and inform us.