Debtors Are Consumers FIRST
August 11, 2015 at 7:43 PM
Be familiar with consumer rights under the Fair Debt Collection Practices Act!
When you submit accounts to a collection agency, you assume the account is well on its way to being resolved. Your relationship with this customer is understandably a little strained at this point. It is not unusual for you to get a call from this customer, asking questions (and often with an unpleasant attitude).
It is in your best interest (and good customer service), to have some knowledge of consumer rights under the Fair Debt Collection Practices Act. A good place to learn about consumer rights is on our website, on the FAQ page. In fact, offer this resource to your customers.
In general, once a debt has been turned over to a collection agency, you will want the consumer to call the collection agency regarding their account. If the consumer is exercising their right to dispute or request verification of the debt, this request must be submitted to the collection agency handling the debt.
If the consumer is complaining to you about collection agency practices they feel are against the law, it is in your best interest to know consumer rights and ask your agency about their collection practices. Some agencies have policies that are within regulations but may not give the consumer a feeling of fairness. It is up to you to decide what is within your comfort zone and how you want your customers to be treated. You may want to do business with this customer in the future, and who you partner with for collections reflects on customer satisfaction and the integrity of your business.
Professional Collection Service has a reputation of treating consumers with respect and a willingness to resolve the account. In fact, recently we received a note from a consumer thanking us for the way she was treated. Here is a note we received from a consumer…..
“It’s not easy to be in financial debt so deep that bills are sent to collections. I would like you to know that in spite of the awkward situation I am in, your company has treated me with respect and kindness as I am on the way of repaying what I owe. Thank you for your professionalism....”
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