Collector- June 2018 - 21
* "If this continues it will simply put us
out of business."
Engle noted that erroneous call labels have
impacted her company's employment efforts.
"We are showing up as 'scam' when we
call applicants who have sent in resumes
responding to our employment ads," she
said. "I just stopped getting calls back."
Telephone communications are
critical in the effective recovery of
debt, but robocall processing tools have
inadvertently deprived consumers of
important account information, which can
have serious financial consequences.
"When legitimate debt collection calls
are erroneously blocked or mislabeled,
consumers lose access to timely, critical
account information that can expose
them to long-term financial harm,"
Members are telling ACA that if they are
unable to speak to consumers, they have
to follow additional collection options,
like filing lawsuits to obtain judgment
for garnishment purposes. Additionally,
consumers who can't receive debt collection
calls might not even know about their debt
until after the collector has reported it to the
credit reporting agencies.
ARE THERE ANY POTENTIAL
SOLUTIONS ON THE HORIZON?
Last year, when debt collectors first began to
report that their legitimate business calls were
being incorrectly labeled and blocked, ACA
sprang into action, developing a multifaceted
strategy to address this serious issue,
including education, research and advocacy.
On the regulatory front, ACA filed formal
comments to the FCC explaining how
legitimate businesses and consumers are being
harmed by the current framework, which lacks
any effective mitigation mechanism.
The association urged the FCC to require
providers who offer call blocking services
to provide an indication that a call has
been blocked so companies know what's
happening to their calls. ACA also asked
the FCC to offer a mechanism for callers to
inquire about the status of a number and to
mandate a timeframe for the unblocking of
a number once verification of an error has
been made, ideally within one day.
ACA told the FCC: "As new technologies
are used in the battle against unlawful
robocalls, it's critical that minimizing
unintended consequences to legitimate
callers is seen as a parallel priority."
In April, call blocking/labeling provider
First Orion launched CallTransparency.com,
Let us ensure you have the
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