Collector- June 2018 - 17
ast fall, Lee Snyder told his father-and boss-Eric
Snyder, president of RBC Inc., about an interesting
phone call the company had received that week. A
consumer had gotten a call from an unknown number-
RBC's number-and looked it up online to learn more about
who was calling. The online directory correctly identified
the caller as RBC, but also added one word to the company's
The consumer, however, recognized RBC's name and called
the company back, telling the collector what the website had said.
"Lee came to me a few times about this and I just kind of
rolled my eyes, like, 'Oh, now what?'" Eric Snyder recalled.
"We all know this is a tough industry and it's so challenging to
keep ahead of all the changes, and so I didn't really give it a lot
of thought. Honestly, I chalked it up to my son being relatively
new to the business, and maybe a little sensitive."
But just a few weeks later, Snyder got a call from fellow
ACA International member Leslie Engle, vice president at
Team Recovery, who mentioned a curious phenomenon she'd
noticed: her company's callback rate-not just consumer calls,
but all business calls-had suddenly dropped precipitously.
"She said that someone told her it was because her
company's listing on whitepages.com was labeling it as a scam,"
Snyder recalled. "That's when things started to come into focus.
I immediately logged on to both 411.com and whitepages.com
and sure enough, both sites were calling my company a fraud
and a scam. That's when my hackles went up. How could these
sites unfairly slander and malign my company like that?"