How to Handle Collection Calls at Work

1. When a collector calls you at work, following their introduction, they will likely attempt to verify your information to confirm your identity:

Collector:

Can I get you confirm your date of birth/address/last 3 digits of SIN, etc.?

You:

I am sorry but I am not comfortable disclosing or confirming any personal information at work. In fact, I am not permitted to take personal calls at work under any circumstances. The fact that you called here will have me in trouble and if these calls continue, you will be placing me in jeopardy of disciplinary action from my employer, which would include losing my job.

What I will do is take your information: Can I get you to repeat where you are calling from, on whose behalf you are collecting, as well as your name, employee number, your collection license number and the name of your supervisor? (wait for the collector to provide the requested information. Repeat it back to them to confirm, if they do not provide the information jump to step 2)

Thank you for that. Could you please confirm that you have noted my file that I am never to be contacted again at work? (wait for them to confirm that the file has been noted not to contact you at work again)

Thank you for confirming my account has been noted.

Please be advised that I expect to not receive any more calls at work. If I receive so much as one more call at work regarding this matter from yourself or your company, I will not hesitate to contact and file a complaint with your supervisor, your company’s upper management, the Better Business Bureau and the Ministry of Government and Consumer Services.

2. If the collector refuses to provide the information you have requested:

Collector:

You can discuss this debt directly with me and do not need to contact my supervisor to get this matter resolved.

You:

I am entitled to know who is handling my affairs and who I need to speak to.

3. If the collector asks you to confirm or provide contact information:

Collector:

What number can I reach you at to discuss this matter? Can you provide (or confirm) your home phone number, cell phone number and e-mail?

You:

As mentioned earlier, I will contact you. I will not be providing you with any of my personal information. If you would like to speak to my lawyer you can do such by calling: 1 866 570 9988.
(End the call)

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