FAQS and debt collection info
There are a lot of misconceptions surrounding debt collection and the debt collection industry. To help clear things up, below is a compiled list of questions based on frequent inquiries about standard debt collection practices. For more in depth answers to these questions, please check out these informational articles.
FREQUENTLY ASKED QUESTIONS
Below are additional questions on who ERC® is and how debts are handled. If you do not find an answer to your question here, please visit ‘Contact Us‘, try searching for your answer using our chat assistant in the bottom right corner of your screen, or call one of our representatives at 800-383-5979 for more information.
QUESTIONS ABOUT ERC
ERC® is an international business processing outsourcing (BPO) and full service, end-to-end provider for every aspect of the customer lifecycle, including debt collection. We have been a longtime member of the Association for Credit and Collection Professionals (ACAInternational.org) and are fully committed to excellence and customer service in all aspects of our business. You can learn more about who we are and what we do at ercbpo.com and on our Who We Are page.
ERC® is not a scam. We are contracted by creditors and debt purchasers for our services and maintain necessary business and collection agency licenses.
Unfortunately, there are some agencies that do not follow the FDCPA’s guidelines and hurt the reputation of debt collections agencies that do. We pride ourselves on being compliant, professional, courteous, and helpful. If you believe that one of our representatives has acted against the FDCPA, either through contacting you inappropriately or in any another way, please let us know immediately by contacting a relationship specialist at (800-507-0052) or via our contact form.
ERC® in its collection space works on behalf of a number of different creditors. We work with clients from many industries including:
– Cable Companies
– Financial Service Providers
– Student Loans
For more specific information about the creditor linked to your account, please call to speak with one of our account representatives at (800-383-5979). If you believe we are contacting you in error, please let us know through our contact form. Our goal is to make the collections process as easy as possible for both the creditor and the consumer.
If you have been contacted by one of our representatives, it is because we have received information that potentially links you to a debt we have been contracted to collect. If you believe we are contacting you in error or you would like to stop receiving calls, please let us know via our contact form. If you have questions or would like to speak about your debt further, you may call us directly at (800-383-5979) Monday-Saturday from 8:00 a.m. to 9:00 p.m. EST.
ERC® is contracted by creditors and in some instances debt purchasers. ERC® does not own any of the debts in which we service and we are not classified as a ‘Debt Buyer’. If we are contacting you regarding a debt it is because we have been contracted to do so. If you believe we are contacting you in error, please let us know through our contact form.
QUESTIONS ABOUT YOUR DEBT
We do not want you to pay any amount that you do not owe. You can log into our Self-Service Portal to manage your account, or if you do not know your ERC assigned reference number you can utilize our ‘Contact Us’ page to communicate with us. If you would prefer to speak to an agent, give us a call (800-383-5979) and one of our representatives can help you. It may take a little bit of time to figure it out but by working together we should be able to come up with a resolution.
Please keep in mind that many contracts have provisions for additional fees and charges when an account goes into collections or charges off.
Sometimes, the debt may be legitimate but you do not recognize it because the company you owe the debt to has gone through a name change or has been acquired by a larger company. In these cases, the debt is still legitimate.
However, if you still believe the debt we have contacted you about is not yours, our representatives can help. If you have questions or would like to dispute your debt, please contact us online via our contact form or call (800-507-0052) for help. It may help to send us any documentation you have by email or mail.
If you feel that you have been a victim of identity theft or fraud, please let us know immediately by contacting a relationship specialist at (800-507-0052) or via our contact form, then choose the drop-down menu “I am a victim of Identity Theft or Fraud”, select the client in which we are attempting to contact you about (if unknown, choose the unknown drop-down item), and follow the instructions provided and/or download a fraud packet.
You may be required to fill out certain documentation, which may include a fraud packet or a police report, in order to permit for a full investigation of your claim.
In many cases, it is likely that the collection agency you owe money to has already tried to contact you. Pay close attention to your mail and phone messages to find out who they are and what creditor they represent.
If you have not received any correspondence regarding your debt, you can find out what agencies you owe by checking your credit report. You can pull your free credit report at www.annualcreditreport.com. Another option is to contact the original creditor to inquire about which company is currently managing your debt for them.
In some cases, when an account within the current or original creditors system has reached a certain stage of delinquency and/or has been charged off, the debt is updated or moved within their system. When this update or move occurs there is a possibility that a representative in their customer service area may no longer see the debt or see the debt as delinquent or charged-off. When this occurs, contact the current or original creditor and ask to speak with someone within their organization that handles delinquent or charged-off debt. Some current or original creditors have processes in place to simply provide the name and telephone number of the collection agency assigned to work the debt whereas others have a specialized department to handle calls specific to delinquent or charged-off debts.
You can pay by check or Money Order by mailing a money order to P.O. Box 23870, Jacksonville, Florida 32241-3870.
You can pay by Western Union. To do so, visit a participating Western Union retailer and provide them the following information by filling out the blue and white form: Company Name: Enhanced Recovery Company, LLC or ERC®, Code City: Domino, State: Florida, Your Sender Information, and the ERC Reference/File Number associated with your account, and the Current/Original Creditor Name.
If paying by mail, please ensure to include all necessary identifying information such as: ERC File Number, Account Number, Current/Original Creditor Name, Your Name, Address, and Telephone Number. This will help ensure that your payment is posted to your account and if there is a need to contact you regarding your payment, we can do so via the mail or at the telephone number provided.
*Money Orders and Western Union money transfers may have associated purchasing or processing fees. Any fees charged are paid to the merchant and do not go to ERC® in any way.
QUESTIONS ABOUT PAYMENT
You can pay off your debt through ERC®. The original creditor or debt purchaser has contracted us to help them resolve your account. The easiest way to pay off your debt is by working with one of our representatives over the phone. Most accounts are resolved this way. A representative can even work with you to create a flexible and convenient payment plan. You may also pay online through our Make a Payment page or by mail to P.O. Box 23870, Jacksonville, Florida 32241-3870. If paying by mail, please ensure to include all necessary identifying information such as: ERC File Number, Account Number, Name, Address, and Telephone Number. This will help ensure that your payment is posted to your account and if there is a need to contact you regarding your payment, we can do so via the mail or at the telephone number provided.
Our main objective is to help you with your debt and take a step toward having more control of your financial future. We do not require that you pay off the debt all at once, nor do we want you to pay more than you can afford at any one time. At your request, one of our representatives can create a reasonable payment plan for you. You may also make partial payments to your account online, at your convenience, via our Make a Payment page.
While possible in some instances, paying off a debt with a credit card is generally not considered a good idea. The debt won’t disappear if you pay with credit; you are essentially transferring the debt to another account. We try to make it as easy as possible to make a payment which is why we offer both debit and credit card processing through our online portal. If needed we can even work with you to create a payment plan. For more information, contact one of our representatives at (800-383-5979).
Please note that not all creditors allow a debt to be paid via a Credit Card, however will allow the use of a Debt Card.
No, the decision to pay a delinquent debt to a debt collector or even the original creditor is a choice, however, If you owe money to a creditor, it is your responsibility to pay it. There are negative consequences for choosing not to pay a debt that’s fallen into collections. Ignoring a debt may impact your credit score, make your debt liable to change hands with different agencies and potentially accrue interest and/or fees. If you refuse to pay your debts long enough, it may leave the creditor (ERC® does not file suit for outstanding debts) with no other choice than to take legal action, leading to potential additional costs. At ERC®, we try to make paying your debt as easy as possible. We offer multiple ways to pay online or via phone at (800-383-5979). If you are in financial trouble and need help managing your payments, give us a call today to speak with a representative about your options.
GENERAL DEBT COLLECTION QUESTIONS
The Fair Debt Collection Practices Act (FDCPA) mandates that debt collectors cannot contact individuals at an unusual time or place. Typically, this means that our representatives can only call you between 8 a.m. and 9 p.m.
If you feel that one of our representatives is calling you in error, calling you repetitively, calling at inappropriate times, or if you would like our office to stop calling you, please let us know through our contact form.
Debt Collectors are not prohibited from contacting you at your workplace unless it has specifically been requested. The FDCPA states that if a collection agency has “reason to know” your employer does not approve of such calls, then they are no longer permitted to contact you at work. Some states have restrictions on calling your employer which are more restrictive. By notifying the debt collector of your employer’s policy you will be able to stop or prevent future calls to your workplace.
We strive to provide excellent customer service and abide by the standards outlined in the FDCPA and state laws. If you want to stop calls to your employer, please let us know by filling out our contact form.
Generally, Debt Collection calls are exempted from the restrictions of the National Do Not Call list (DNC), administered by the Federal Trade Commission (FTC). For more information related to the National DNC, visit the FTC website. If you would like our office to stop calling you, please let us know through our contact form.
In order to ensure that we are speaking with the intended recipient of a debt collection call, to ensure no third party disclosure, and for security purposes, debt collectors attempt to verify certain pieces of information as it pertains to the debt/consumer. This information may be full name, address, last four of SSN, Date of Birth, or other specific information which confirms that we are in fact speaking with the correct party. Many clients/creditors have very specific rules for validating that debt collectors are speaking with the correct party, which must be adhered to.