Below are two sample scripts that may be a good way to handle debt
collection calls.
Debt Collection Script #1 – You believe the debt to be invalid
Collector: “Hello, is Bill Debtor there?” (Or is this Bill’s wife)?
You: “Who is calling please?” (Do not let the use of your first name throw you off
guard, always confirm who you are speaking with. Under the FDCPA, collectors must
identify themselves and their company)
Collector: “This is Mr. Collector from ABC collections, the collection agency
representing Way Past Due on your outstanding balance of $3,700. I need to know if
you are able to take care of this past due bill at this time.
You: “Hold on while I turn on my tape recorder.” (After turning on recorder ask the caller
to repeat his or her name, company, account number telephone number, fax number and
reason for calling.)
Then say, “I do not believe I owe this debt. Send me the information on this debt
according to the Fair Debt Collection Practices Act so that I may review it. And please
make this your last call to me, I am revoking permission for you to call me at any
number at all.” If you do not have a tape recorder (app on your phone), skip. You want to
get the fax number and/or mailing address to send the Cease & Desist Letter and the
Validation Letter to, if applicable).
Expect the collector to use questions or statements in an attempt to get you to
admit the debt is yours. Do not answer these questions, stick to the answer
outlined above and insist on the collector following the FDCPA by sending you
the proper information – stay focused
Their script tells them to ignore your response and press on with asking you a
bunch of questions. By refusing to take the “bait” you frustrate their efforts
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because your answer is not on their script. At this point, many collectors are
unsure of what to say or do next so they resort to anger. Remain calm and be
sure your tape recorder is on!
NOTE: Once you’ve verbally disputed a debt, there is only one legitimate
question that you need to answer:
Collector: “Please verify your address?”
You: Go ahead and provide your correct address.
DO NOT answer any additional questions! If the collector insists on asking
questions, terminate the call. Expect the collector to call right back. Turn on your
recorder and answer the phone. Don’t say anything except, “I am recording this call
and, since I disputed this debt during your last call, this call from you violates the
FDCPA and forces me to report your violation to my State Attorney General. Then,
terminate the call again.
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Debt Collection Script #2 – You believe the debt might be valid but you’re
unsure.
Collector: “Hello, is Bill Debtor there?” (Or is this Bill’s wife)?
You: “Who is calling please?” (Do not let the use of your first name throw you off guard,
always confirm who you are speaking with. Under the FDCPA, collectors must identify
themselves and their company)
Collector: “This is Mr. Collector from ABC collections, the collection agency
representing Way Past Due on your outstanding balance of $3,700. I need to know if
you are able to take care of this past due bill at this time.”
You: “Hold on while I turn on my tape recorder.”
Take your time and THINK before saying anything. Is it possible the debt has expired? See
statute of limitations (SoL) If the SoL has expired (or you’re not sure) revert to scenario #1.
If the SoL has not expired, then ask,
You: “Are you collecting on behalf of a creditor, your employer or yourself?” Until the
collector answers this question DO NOT answers any other questions.
IMPORTANT: If the debt is new, the collector is probably working for the
creditor. If the debt is more than 1-2 years old it’s a good bet the debt was sold
and this collector (or his company) purchased it.
If the collector owns the debt and you do NOT wish to pay the debt state: (be
sure your tape recorder is on beforehand).
You: “It is my policy to never deal with debt collectors who are not representing the
creditor. Give me your address so that I may send you a cease and desist letter in
accordance with the FDCPA. And please make this your last call to me, I am revoking
permission for you to call me at any number at all.”
Be prepared for any and all of the questions below and consider each question
carefully before answering. Remember; you do NOT have to answer any
questions. However, if you choose to answer questions, see the “questions you
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can answer” section below for which questions you should answer and which
ones you should weigh heavily before giving a stranger your information.
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Questions you can answer while on the phone with a debt collector:
Do I have your address right at (street), (city) and (state) and (zip code)?
Is this (or what is) your daytime phone ___________?
Note: After answering this question, inform the caller that any future calls between
(hours) and on (days) are inconvenient.
Where do you work?
What is the address and phone number of your employer?
Note: Collectors are allowed to call and verify employment BUT that is all! They are
not allowed to discuss your information, nor are they entitled to any information
about your income or any other personal information.
Questions you do NOT have to answer while on the phone with a debt collector:
• Are you paid weekly or bi-weekly?
• How much is your take-home pay?
• Is your spouse working?
• If so where, how paid, amount, etc.)
• Do you have other sources of income: (child support, part-time work, in home
day care and so forth)?
• Do you rent or own?
• How much per month? Is it current?
• How much is your car payment? Is it current?
• What are the make, model, and year of your car(s)?
• Where do you bank? (checking and savings, name of bank)
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• Do you have any bank loans? How much do you owe? Are they current?
• Have you ever borrowed money from (parents, relatives, and friends) in the
past? If so, how long ago? How much? Did you pay it back?
If you answered any of the above questions then expect the collector to put you on
hold while he figures out the best suggestion for you to pay off the debt. Typically
they will come back with, “If I could show you a way to pay this debt off, would you
be willing to work with me?
DO NOT agree to anything! They’ll suggest borrowing from others, refinancing your
home or car loan, or putting the debt on another credit card. Using these options
means robbing Peter to pay Paul and, more than likely, will just push you deeper in
debt.
Consider your answer carefully!!
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Collectors are trained to dun (collect or ask for payment) in the following priority…
• Balance in full;
• Settlement (in no more than two payments);
• Payments over 3 or more months, usually not to exceed 6 months;
• Good faith payment while you ask others for loan (parents, friends, bank etc.)
…and since they want the full amount as quick as possible, they will refuse just
about anything you offer and try to force you to agree to their terms.
Unless you’re extremely good at negotiating, never negotiate terms on the phone,
you’ll lose every time. If you are good at negotiating, offer your terms once (maybe
twice) and if they refuse to work with you, end the conversation!
If you are not good at negotiating, tell them to send their offer in writing so you can
look over it and make arrangements, and END THE CALL! Do not be suckered into
the “this deal ends if we hang up” garbage; LIES! Collectors want that money!
AND ALWAYS END EVERY CALL BY SAYING “Please make this your last call to
me, I am revoking permission for you to call me at any number at all. I prefer
written communication only.” (You must follow this request up in writing to invoke
your consumer right).
WARNING! Be absolutely certain the Statute of Limitations (SoL) has not expired
before agreeing to anything, but especially before making a token payment! In many
states, a token payment or a written agreement to pay resets the SoL clock!
Collection agencies, bill collectors and junk debt buyers are trained to get payments
in the following priority:
1. Auto Pay: involves withdrawals from your bank accounts via post-dated
checks, automatic electronic withdrawals or similar methods.
2. Priority Mail
3. Certified Mail
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NOTE: Although collectors will insist on you paying by their preferred method,
there is no law compelling you to pay by any of these methods! However, some of
you just want to be done with it and I understand that. At the very least review
your SOL and the Pay-to-Delete guide to get it removed from your reports if it’s
listed there. Remember to submit payment by any method that does not provide
information about your bank account to the collector. The best method is to pay is
via official mail.
WARNING! Never pay by post-dated check or an automatic withdrawal process. I’ve
seen it happen too many times where the check is cashed early or more funds are
withdrawn than authorized! This causes even more problems with returned checks
and overdrawn charges!
Once they have a payment agreement, collectors usually end the call by saying:
“Please repeat the arrangement to be sure I’ve documented it correctly.”
“What guarantee can you give me that you’ll send the payment?”
“For what reason would you not send the payment?”
Hopefully you have been taking good notes or, even better, tape recording the call
(inform the caller at the beginning of the call that you are taping the call) so you can
also keep accurate records of what actions were agreed upon.
Caution! You should not send any money until you have a signed payment
agreement letter in your possession! It needs to list the amount you guys agreed
upon, if a settlement, that it’s a settlement in full and they’ll be wiping the slate clean
with the remaining balance, and any removal of their account from your reports, if
applicable.
Hope this helps ☺
I provide more step-by-step strategies in my Amazon.com best seller: Stop Hiding! 10
Proven Strategies for Facing Debt Collectors Head On
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