Complaints Handling
COMPLAINTS
This words always hit hard if you are a debt collector, supervisor, or heading any department of operations in collection agency. From my point of experience its the nastiest day to work when you get to know there is a complaint against you from any customer. Its never that you can stopover on complaints to come, where there is customer you have complaints, you cant halt the complaints but you cannot avoid the complaints.
Never get into situation or be confirm on your compliance part so even if the complaint is on, you can stand safe.
Always remember you are on weak side while collecting any debt and you have to be very particular what you speak a change in word, or sentence can arise a complaint its not easy job but when you do things right you don't have to worry for. Many customers know their rights or laws now days, so be particular as they are more educated then you in terms of "Debt Collection". They can make things worst by Legal manners where company has to shell out the finances for out of court settlement or even can demand for the waiver of what you are collecting for(Balance). There are some legal advisory who finds this type of opportunity and makes their livelihood from your point of error and its a boon for customer and bread butter for legal advisory. If the customer is irate or you sense a complaint filling get down on lower side and let the customer speak you will get the time where you can keep your point of view and avoid complaint this is the best way to handle the complaint situation Or else let the conversation is taken by your manager or supervisor a change of voice also helps in this situation as customer feel that he has achieved someone where he can make things worst for you. A change in voice also leads to avoid complaints.
How does customer files a complaint ?
To report an alleged violation of your rights and file a complaint
against a debt collector, start by contacting your state’s attorney
general. If your state has its own laws (in addition to federal debt
collection laws) governing collection procedures, your attorney
general’s office will know.
You can also contact the Federal Trade Commission (FTC) and file a complaint. The FTC does not resolve problems; it records complaints, and looks for patterns and trends about a particular business.
To file a complaint with the FTC about a debt collector’s practices, write to:
Federal Trade Commission
Consumer Response Center
600 Pennsylvania Avenue, NW
Washington, DC 20580
FTC’s toll-free helpline at 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261.
