Problem
You want to change the collection partner working on your case, but you cannot find an option to do so in the platform.
Why This Happens
Debitura operates on an exclusivity model for pre-legal debt collection. When you submit a case under standard terms, a collection period begins. During this period (typically 6 months, with possible extensions), the assigned partner has exclusive rights to work your case.
This means you cannot:
Engage other debt collection agencies for the same claim
Withdraw the case without paying the full success fee
Switch to a different partner within the same jurisdiction
The exclusivity clause is part of the Standard Debt Collection Agreement (SDCA) you signed when submitting your case.
Your Options
Depending on your situation, you have three main options:
Option 1: Wait for the collection period to end
After the collection period expires (and no extensions have been triggered by debtor payments or promises to pay), you may withdraw your case freely without owing any fees. You can then resubmit the case to potentially be matched with a different partner, or pursue other avenues.
The initial collection period is 6 months. It extends automatically by 12 months if the debtor makes a payment, signs a payment agreement, or provides a written promise to pay.
Option 2: Pay the full success fee to withdraw early
If you need to withdraw your case during an active collection period, you may do so by paying the full success fee (calculated as if the entire claim had been successfully recovered) plus any partner-added fees.
To request early withdrawal:
Go to your Cases list and open the case you want to close
Select the option to request case closure
Confirm that you accept the fee obligations
The partner will receive your request and finalize the closure
See How to close or withdraw a case for detailed steps.
Option 3: Request legal quotes for escalation
If your case needs legal action (court proceedings, enforcement, or specialized handling), you can request legal escalation. Debitura will share your case with its network of attorneys and law firms who can submit competitive quotes.
Legal escalation is a separate engagement with different terms. It does not change the collection partner working on pre-legal efforts, but it does give you access to alternative legal service providers for court-based recovery.
Why Partner Changes Are Restricted
The exclusivity model exists for good reasons:
Partners invest time and resources into each case from day one
Consistent debtor communication improves recovery rates
Clear accountability ensures professional service delivery
Partner reassignments are only possible in exceptional circumstances and require Debitura administrator involvement. These situations typically involve cases where no payments have been recorded and the current partner cannot continue working the case.
Escalation
If this does not resolve your issue, contact support and include:
Your case reference number
The reason you want to change partners
Any relevant documentation or communication history