Collection Policies and Procedures: Frequency of Telephone Calls

A. General Rule

Telephone contacts with a Debtor may not be made more frequently than twice in seven calendar days, unless the Debtor has requested to be called more frequently. A response to a call back request made by the Debtor is not considered a contact. Good judgment should always be used in determining the frequency of contact and a period greater than seven calendar days may be appropriate.

B. When a Promise to Pay is Made

1. Reminder Calls

If the Debtor agrees to make a payment on a future date and requests or agrees to a reminder call on or before that date, a reminder call can be made to the Debtor prior to the promised date of the payment.

2. Verifying Payments

If there is a history of broken promises (at least 2), and a promised payment has not been received, a call may be made to the Debtor on the business day following the agreed payment date to determine whether the payment was in fact mailed as promised. If there is no history of broken promises, the collection associate should wait three (3) calendar days beyond the due date for a payment to arrive by mail before contacting the Debtor.

C. In the Absence of a Promise

If during a telephone contact, the Debtor indicates his/her unwillingness or inability to make a payment, no further contact may be made for a minimum of seven calendar days. If the Debtor indicates that he/she will be able to make payment on a date less than seven calendar days in the future, and the promised date is reasonable, and there is no history of broken promises, no further telephone calls should be made until the time the Debtor indicated he/she will be able to commence payment.