It’s good customer service and in your best interest to have some knowledge of consumer rights under the Fair Debt Collection Practices Act, especially when you submit accounts to an outside collection agency.
While you hope the account you’ve turned over to a professional is well on its way to being resolved, your relationship with your customer will understandably be a little strained at this point. And it’s not unusual for you to get a call from them asking questions. Regardless of how long they have delayed rightful payment to you, they may also be indignant and angry.
Your first instinct may be to want to help them. Nevertheless, in general, once a debt has been turned over to a collection agency, you will want your customer to call the collection agency regarding their account (in fact, a lot of agencies have a “no interference” clause written into their contract). Even if your customer is exercising their right to dispute or request verification of the debt, this request now must be submitted to the collection agency handling the debt.
Of course, there is a caveat. If your customer is complaining to you about potentially illegal collection agency practices, it’s a good idea to know about consumer rights and ask your agency about their collection practices. Considering that we live in a social media age, who you partner with for collections may very well reflect on the reputation and integrity of your business.
While some agencies have policies that are within regulations, they may not give your customer a feeling of fairness and it’s up to you to decide how you want your customers to be treated, whether or not you plan on ever doing business with them again. However, if your agency is conducting their collections in an illegal manner and unethically violating your customer’s rights, it’s imperative that you cut ties with the agency immediately.
Even though a debtor owes you money, they are still a consumer and have rights. The goal of your collection agency should be to treat your customers with respect, follow FDCPA regulations and resolve your debt. Your professional reputation and bottom line may depend on it.
Please visit Dynamic Legal Recovery’s website or call us at 877-777-7564 for your complimentary evaluation.