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1.4.6.3 Methods of Consumer Contacts

A collection industry survey of third-party debt collectors found that, in 2016, ninety-eight percent of respondents use letters and phone calls to contact consumers, sixty-three percent use voicemail,280 thirty-six percent use email, and ten percent use social media.281

In the CFPB’s survey of third-party debt collectors, some survey respondents indicated that clients imposed requirements around call frequencies—either maximum or minimum numbers of collection calls.282 Additionally, some collection agencies reported having their own internal policies regarding call limits.

Footnotes

  • 280 Consumer Fin. Protection Bur., Study of third-party debt collection operations 28–29 (July 2016) (reporting that 42 out of 58 survey respondents (72%) leave voicemails).

  • 281 Ernst & Young, The Impact of Third-Party Debt Collection on the US National and State Economies in 2016, p. 5 (Nov. 2017) (report commissioned by ACA International).

  • 282 Consumer Fin. Protection Bur., Study of third-party debt collection operations 28–29 (July 2016).