Disputes

We take disputes very seriously. We understand that a true dispute is the first step in what could turn into a public relations issue and we are not going to let that happen. In fact, we have a "zero tolerance" policy designed to eliminate the possibility of our actions causing a public relations problem for a client. Even though we cannot guarantee that a debtor will not complain to a regulatory body or a consumer news outlet, we are confident that when the facts are presented, we will have handled ourselves as professionals and done everything the right way.

So, what do we do when a debtor "disputes" an account? First, we let the debtor say their piece. We do not interrupt, interject, argue, or cut him off. We simply sit back and listen-no matter how long it takes. Our collectors are experts at listening very carefully to what the debtor is saying and giving them plenty of time to explain their dispute fully. In most cases, just the fact that we listened and let them "vent" really shows the debtor that we respect their point of view. This tends to surprise some debtors because they are not used to a collection agency really listening and not arguing. Taking the time to do this helps build rapport and is one of the reasons we are successful at preventing public relations concerns.

Okay, so they have presented the facts as to why they are disputing their bill. What do we do now? Our collectors instruct the debtor to send us all the documents that prove their claims. This allows us to determine which debtors have a legitimate dispute and which ones are stalling. We require documentation because we have learned over the years that debtors notice certain key words and phrases that tend to throw off the average collection agency. However, if a debtor has a valid dispute, they send in documentation that backs up their story, and we have done the proper screening of the issue, it is finally the right time to present the matter to you.

When we determine that a debtor has a dispute that warrants your review, we will put together the information they have sent us and IMMEDIATELY forward these documents to you. This way, if a written response is required, you will have the maximum amount of time possible to prepare a response. When we have sent the documents, we put a hold on the account and we will do NOTHING until we hear back from you. If you discover that the dispute is valid, simply instruct us on the proper action (balance adjustment due to insurance payment, account closed because it was placed in error, etc.) and we will update the account and proceed with the appropriate follow up.