I used to do collections in CA

iVillage Member
Registered: 03-27-2003
I used to do collections in CA
Mon, 09-26-2005 - 12:24pm

I don't know if this will help anyone, but in the late 90s I did collections for a company here in SoCA. I was a temp, and was there for about four months, but was quickly schooled in CA laws (at that time, I am sure some things have changed). They were the basics, but they made sense.

First and foremost, we could call a home or account holder daily, and leave a message, "this is so-and-so with Company Y, my number is...could you please ask him to return my call?". Once we actually spoke to the customer, WE COULD NOT CALL BACK FOR 7 DAYS, otherwise it would be construed as harassment. We could only speak IN DEPTH to the person named on the account, because speaking to one's secretary or whoever else took the call opened us up to a liability suit, divulging personal information to a third party. If anyone else answered the phone, you politely left a message.

If a customer was 15 days past due, we made what was called a "courtesy call". These were my favorite, because we HAD to be polite. "Mr. X? This is so-and-so with Company Y. This is just a courtesy call because we noticed that your account is 15 days past due, and can we mark your account as paid?"

The call at 30 days past due was pretty much the same, only this time we would ask POLITELY when we could expect payment. At 60 days, we did about the same thing, only this time we would have to say that if payment wasn't rec'd by a certain date, the account would be placed on hold. At 90 days, account on hold, and calls continued...but again, only every 7 days once account holder was spoken to.

You can see the pattern, here. The basics are, the caller must CLEARLY identify themselves, the company they are with, reason for calling, or at least a telephone number. If a customer became rude or irate with me, I was NOT allowed to hang up on them until I at least said "Thank you for your time". No one has to take abuse from anyone, and as angry as we may be on this end of the call, we should at least be the better person and remain...civil. I'm not standing up for the collector, but have learned it is easier to deal with them if I behave myself. I got a call years ago from a major credit card company when I was going through a divorce, was looking for work, and getting no child support. One of their reps called looking for payment, and I guess I was about 60 days past due. I lost it, I began to cry over the phone and literally tell my sob story, that I can't send what I haven't got. I was interrupted by the rep, who said, "Lady, I don't care about your friggin problems", to which i said, "Excuse me? I am still a person that does not need to be spoken to like that", demanded his name, made notes of the call, wrote a letter to the company, and ultimately this rep was FIRED for being out of line with me.

I have also learned that no debt collector can call and act like your friend, "this is nancy, susie's room-mate from college"--I have run into that one, lately; someone called and used my "familiar" name, when I use my full first name on all accounts. I corrected them to the point of saying that they may call me "Mrs blank" and that is all.

We must stand up and demand respect from these people!! Hold them accountable--MAKE them at least being polite!

Debtors--Be empowered!!

Hugs--
Kathy

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