• Stories of our Impact

    You may not realize how those on the front lines of debt recovery help consumers as well as the businesses they work for. Here are some examples.

    I finally answered the phone and I was glad I did. Through the course of the conversation with Dave, we recognized that I was not the Mark Smith they were looking for. They took me out of their system and the calls stopped.

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    I wanted to pay off this account but I just didn’t see how I could do it. Charlie helped me to find options other than filing for bankruptcy, or getting a title loan. If I lost my car, I couldn’t get to work, which would make things even worse.

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    I was paralyzed. I was getting so many calls and I just didn’t know what to do. The conversation I had with Debbie was so helpful. She really listened to me and helped me start to move forward. Now, instead of burying my head in the sand, I feel like I’ve got some control.

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    I was totally under water and couldn’t make my car payments. They offered to freeze the interest on my account and let me start with an affordable payment of $50 per month to get back on track. I then noticed that the account is now showing up on my credit report with the note “in repayment status.” My credit score even went up a little! There is a light at the end of the tunnel.

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    Nobody has ever offered to give me a different payment date. Lisa offered to be flexible and let me pay on the 12th instead of the 1st. This was so helpful because I just didn’t have any extra money after paying the rent.

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    I lost my job in the hospitality industry several months ago and soon enough started to fall behind on my bills. The collection calls started from multiple creditors and agencies. When I explained my situation to Karen, she offered to give me a really low payment arrangement for two months so that I could focus on looking for a job without worrying as much about the bills. I really appreciated her willingness to listen.

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    There was no way I could make my monthly student loan payment. It would have cost me half my salary! I was glad I finally spoke with Jeannie at the collection agency. She explained that there were some income-based repayment plans that I didn’t know about. Now I’m making a payment I can afford and I don’t have to dodge collection calls. It’s a huge relief.

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    I'm writing to compliment Carol, one of your excellent employees from the Extended Billing Office. On several different occasions, Carol went above and beyond to resolve - and help me fully understand - some billing issues I had after a heart catheterization and surgery late last year. Each time I called, Carol was kind and respectful. She never got impatient with me, even after I asked question after question. I very much appreciate her understanding and professionalism. I wanted to take a moment to highlight to you Carol's wonderful customer service skills and to tell you how grateful I am for her assistance.

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    I was treated with respect and like a human being. Even though I had let my college loan get away from me, the agent was very understanding and made the payoff a very rewarding experience. John L. is the type of customer service representative that they all should attempt to be. Communication was always crystal clear, and I had no questions left unanswered. Even if the answer was “I don't know.” Great Job!

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    I owed money, I called they were very friendly and helpful! They even stayed on the line to make sure I received the proof of payment! I'm writing a glowing review about Justin. He's been very helpful getting us through this process. I want to personally thank him for his help. THANK Y'ALL SO MUCH

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    Thank you so much for your patience in talking with me yesterday for almost an hour to be sure that I fully understood all of the options. You were most thorough and competent, and I most appreciate that you did not hesitate to put me on hold while you requested confirmation or clarification from your superiors when I raised questions about which you were not certain. Both your pleasant personality and your evident expertise made our interaction refreshing, especially given the unusual acrimony which attends collection cases.

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    I wanted to thank you for being so incredible and nice to me during our calls. Usually most collectors don’t care about the people on the other side of the phone. And after other collectors call, I am usually in tears trying to figure out where the money is going to come from. Since my Father died two years ago and having to help my Mom with bills, it’s been a stressful and depressing time. But after our call the other day I got off the phone smiling (which trust me, it’s been a while). So, thank you for being so amazing and nice and genuinely caring about us financially challenged individuals. More people should be like you.

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    I switched insurance providers months ago, but I somehow ended up with a $900 bill from my last provider. I was told my new provider would notify them of the switch automatically. Brian wasn’t pushy and really seemed to understand why I was so upset. He had me fax him my declaration page and said he’d work with the client to get an adjustment made on my behalf. He was a big help… very kind, patient and respectful.

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    I had just gotten a collection letter a few days before Brianna called. I had been putting it off, but when she called she set me up on a payment plan that fit my budget. She even set me up with email reminders so I don’t miss a payment. If I didn’t get the call I probably would have just kept putting it off. Look forward to paying this account off because it’s the last one I have in collections.

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    I don't have a checking account so I didn't know what my options were to pay the balance, even though I’ve been meaning to pay it. I was happy to learn from Chris that his company accepts prepaid cards, even right over the phone. He guided me through the process and helped me set up my first payment.

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    I was actually glad to get the call from Dorie. I had been getting bills in the mail but I was throwing them out without opening them… I thought they were just promotions or advertisements. I was able to pay the small balance over the phone and resolve it without any fees added on and before any adverse credit info was reported. Dorie even wished me a happy Father’s Day!

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    I received a call from Lisa. She actually took the time to listen to every one of my words. I explained that I was working with a debt consolidation company. I also explained that I had been sending the company money to assist in paying off my debts for more than a year and a half and to date had only been able to work out arrangements to settle one account. I was impressed with the level of knowledge Lisa had and the fact that she took the time to help educate me on the benefits of working directly with her company if I so decided to do so. In the end, I actually felt I could trust Lisa and she was able to significantly discount my debt, so I settled the account directly with her company. I was so impressed with the good listening skills and assistance I received I requested to speak to her manager so I could express my gratitude.

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    I received a call from a patient that wanted us to know what a help Hannah was to her. She is a cancer patient that has had all her treatments at “ABC Medical Center.” ABC stopped taking her insurance, which put her out of network. She said that Hannah has went above and beyond trying to get her procedures approved. This lady has called several people at ABC and they would not return her call. She said she doesn’t have the words to express what help Hannah has been.

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    I just wanted to pass on a compliment left by a consumer for Mona. The consumer was happy with her professionalism and how courteous she was through the entire process. He stated “she is a gifted member” of our staff and if it wasn’t for her diligence, this account would have not been resolved. Her attitude towards this account made his experience with us positive and his decision to resolve the account ended with a win-win.

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    My name is Jean. I had an outstanding bill with “DFG Medical” and wanted to pay it. It took me longer than I thought to get a job and pay the bill so it went into collections. I am just getting on my feet and found the money to pay the bill. I spoke with Brittany today, and she was very helpful and pleasant to work with. She did not threaten. She did not rush me and tell me if I did not have the account number she could not help me. She asked if I wanted to pay it in full or if I needed to make payments. I choose full pay since I could actually do it. I contacted someone two days later and told them that I would be paying it today, and that's what I did. Thank you for allowing me to pay without being harassed and talked down to like an idiot.