Our compliance department received a complaint from a borrower about being harassed. She is overdue in her payments, her escrow is going negative, and we have tried to get her to respond to letters and calls. Our attorney is now involved in replying to her.
But it is very frustrating when we try to contact the borrower in every way, and then she accuses us of harassment. The main threat she has is that we intimidated her and used threatening language. I doubt it.
We have received debt collection training and know what we’re doing, what to say and what not to say. Nevertheless, this complaint happened!
Maybe you can provide guidance by discussing the prohibitions against harassment to collect a debt.
What are some prohibitions regarding harassment in debt collection?