Current Clients - FAQ


We’ve compiled a list of frequently asked questions (FAQ) to help you see how we handle common situations. As always, you can call our office any time if you have a question or concern at 801-364-0777 extension 101.


Question: What documents and/or paperwork should I send when I assign an account?
Answer: Everything. Send us a copy of everything you have on the debtor’s file but make sure this includes a minimum of: an information sheet and/or an application, the signed agreement/contract/lease, and a complete breakdown of the charges owed by the debtor.



Question: Whom do I talk to when I call your office?
Answer: Since our goal is to provide you with instant comprehensive service, we have a team of people ready to answer your call. Consequently, you aren’t limited to one contact and anyone who answers can help you from start to finish and take care of your needs in one call.

However, if the reason you’re calling is listed as one of the options below, when you call our office dial 4 and then choose one of the following:

  • To report a payment dial 1.
  • For questions about a Legal Action Notice, a Document Request or an account we’ve sued dial 2.
  • To verify that we received an account, if you need to tell us not to enter an account, or to check on the status of an account dial 3.
  • For questions about a bankrupt account or an account we’ve forwarded to another state dial 4.
  • If you need to cancel an account, or if you have questions about your monthly statement dial 5.
  • For anything not covered dial 0, and an operator will direct your call.


Question: What should I do if a debtor calls me after I’ve sent the account to you?
Answer: Refer the debtor to us. Simply tell the debtor that you have assigned their account to North American Recovery, and you can’t talk to them, the account is out of your hands and they must contact us.


Follow up question: What if a debtor wants to go back to making the monthly payments he had with us?
Follow up answer: Tell the debtor, "I’m sorry but you have lost the opportunity to return to that monthly payment plan. You need to call North American Recovery and talk to them about paying your account."


Question: What should I do if I receive a payment on an account I’ve assigned to you?
Answer: Send it to us. It’s important that we post the payment in our office. Sometimes a debtor will pay you the amount they believe is payment in full, but if we’ve added legal costs to an account it could cause confusion. (We will continue to collect any amounts owed after the payment has been applied.)


Follow up question: The check is made out to our company; do I need to have it signed over to you so you can deposit it?
Follow up answer: No. Our contract with you allows us to endorse the check as your agent. You can sign it over, but you don’t have to.


Second follow up question: What if a debtor pays me cash?
What do I do then? Answer: Deposit the cash and immediately call our office and report the payment. We will credit the debtor’s account and withhold our commissions from your next monthly statement.


Question: What should I do if I receive a letter from a debtor?
Answer: Send it to us so we can follow up directly with the debtor. (If we receive a letter from a debtor, and it appears that we need you to review the letter, we will send you a copy.)


Question: How will I know when you are going to sue or forward an account?
Answer: We will send you written notification and it’s VERY important that you review the account one last time and make sure that everything is in order. If it is, simply update your computer with the details that we are suing or forwarding the account and you are done. If you find anything that may need our attention, call us right away.


Question: What should I do if I need to cancel an account?
Answer: Call us. Collections is a complex process, and each account is handled differently, so there really isn’t a standard answer. However, if a situation arises that you believe warrants the cancellation of an account call and talk with us. We will do whatever it takes to make sure you are satisfied with the end result.