Collector - March 2021 - 32

BUSINESSOPERATIONS

Locational Calls Under Regulation F  
ACA members explore how locational phone calls are treated in the CFPB's new debt collection rule-and why you might
want to tread carefully. 
By Anne Rosso May 

T

he Consumer Financial Protection
Bureau's final rule under the
Fair Debt Collection Practices
Act contains many opportunities to
communicate with consumers in the way
that they prefer, but could some of these
changes expose your agency to litigation?  
In a recent ACA Hot Topic
seminar,  " Hidden Litigation Traps in the
New Debt Collection Rules, "  Leslie
Bender, IFCCE, CCCO, CCCA,
senior counsel at Clark Hill PLC; Manuel
Newburger, founding shareholder and
vice president at Barron & Newburger, P.C.;
and John Rossman, attorney at law with Moss
& Barnett, examined how reasonable policies
and procedures can help minimize the impact
of potential litigation claims. 
For instance, the presenters noted
that Regulation F expressly confirms that
locational calls-aka skiptracing calls-may
be used to locate the consumer and confirm 
the consumer's location. However, without
careful planning, these calls could make the
consumer feel uncomfortable, harassed or
even the victim of third-party disclosure.  
Here is an edited excerpt from their
conversation.  
Newburger: You get to make locational
calls under the rule and that's important.
We need to be able to locate consumers
on a regular basis. If we can't ever get
anyone to pick up, we want to find out
if it's a good number. We think we know
where they work, we don't know for sure
if they're even employed, we want to verify
their employment. It's wonderful.  
The concern I've always had is the rogue
collectors who take this too far-who call
and verify employment every single day,
which of course is explicitly prohibited
by the act. Or the ones who are going to

32

call every single person that the consumer
knows to verify location information.   
Bender: From a privacy compliance
prospective, these calls have always bothered
me a little bit because of the opportunity for
improper third-party disclosure. And what I
found really interesting in this section of Reg
F is that now we can call and say we're calling
to confirm or correct the consumer's
location information. What controls could
you possibly have in the call center, in this
instance, if there are guarantors, if there are
responsible parties, if there are references or
other third parties?  
Rossman: I'd like to take an opposite
position from my learned panelists here,
as far as a locational call. I think this is
a great development and here's why. You

get an account placed for John Rossman 
and you have three different phone
numbers for me: my landline at home,
my cellphone number and my office
number. So, you have three numbers
for John Rossman and you have a limited
number of collection calls to make during
the week to figure out which one of these
phone numbers is going to reach me.  
So, using a locational call, in my
estimation, is a tool that collectors can
use to weed through the numbers. I mean,
I have three phone numbers-and I think
I'm kind of old-fashioned. There are 
folks out there with 5, 10, 20 phone
numbers. My opinion is that I do agree
that there are dangers of this being
abused, but I also see this as a tool where
a collector faced with a number of phone
numbers for the consumer can look to

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector - March 2021

Table of Contents for the Digital Edition of Collector - March 2021

Collector - March 2021 - Cover1
Collector - March 2021 - Cover2
Collector - March 2021 - 1
Collector - March 2021 - 2
Collector - March 2021 - 3
Collector - March 2021 - 4
Collector - March 2021 - 5
Collector - March 2021 - 6
Collector - March 2021 - 7
Collector - March 2021 - 8
Collector - March 2021 - 9
Collector - March 2021 - 10
Collector - March 2021 - 11
Collector - March 2021 - 12
Collector - March 2021 - 13
Collector - March 2021 - 14
Collector - March 2021 - 15
Collector - March 2021 - 16
Collector - March 2021 - 17
Collector - March 2021 - 18
Collector - March 2021 - 19
Collector - March 2021 - 20
Collector - March 2021 - 21
Collector - March 2021 - 22
Collector - March 2021 - 23
Collector - March 2021 - 24
Collector - March 2021 - 25
Collector - March 2021 - 26
Collector - March 2021 - 27
Collector - March 2021 - 28
Collector - March 2021 - 29
Collector - March 2021 - 30
Collector - March 2021 - 31
Collector - March 2021 - 32
Collector - March 2021 - 33
Collector - March 2021 - 34
Collector - March 2021 - 35
Collector - March 2021 - 36
Collector - March 2021 - 37
Collector - March 2021 - 38
Collector - March 2021 - 39
Collector - March 2021 - 40
Collector - March 2021 - 41
Collector - March 2021 - 42
Collector - March 2021 - 43
Collector - March 2021 - 44
Collector - March 2021 - Cover3
Collector - March 2021 - Cover4
http://online.collector.com/collectormagazine/202103
http://online.collector.com/collectormagazine/202102
http://online.collector.com/collectormagazine/202101
http://online.collector.com/collectormagazine/202012
http://online.collector.com/collectormagazine/202011
http://online.collector.com/collectormagazine/202010
http://online.collector.com/collectormagazine/202009
http://online.collector.com/collectormagazine/202008
http://online.collector.com/collectormagazine/202007
http://online.collector.com/collectormagazine/202006
http://online.collector.com/collectormagazine/202005
http://online.collector.com/collectormagazine/202004
http://online.collector.com/collectormagazine/202003
http://online.collector.com/collectormagazine/202002
http://online.collector.com/collectormagazine/202001
http://online.collector.com/collectormagazine/201912
http://online.collector.com/collectormagazine/201911
http://online.collector.com/collectormagazine/201910/
http://online.collector.com/collectormagazine/201909/
http://online.collector.com/collectormagazine/201908/
http://online.collector.com/collectormagazine/201907/
http://online.collector.com/collectormagazine/201906/
http://online.collector.com/collectormagazine/201905/
http://online.collector.com/collectormagazine/201904/
http://online.collector.com/collectormagazine/201903/
http://online.collector.com/collectormagazine/201902/
http://online.collector.com/collectormagazine/201901/
http://online.collector.com/collectormagazine/201812/
http://online.collector.com/collectormagazine/201811/
http://online.collector.com/collectormagazine/201810/
http://online.collector.com/collectormagazine/201809/
http://online.collector.com/collectormagazine/201808/
http://online.collector.com/collectormagazine/201807/
http://online.collector.com/collectormagazine/201806/
http://online.collector.com/collectormagazine/201805/
http://online.collector.com/collectormagazine/201804/
http://online.collector.com/collectormagazine/201803/
http://online.collector.com/collectormagazine/201802/
http://online.collector.com/collectormagazine/201801/
http://online.collector.com/collectormagazine/201712/
http://online.collector.com/collectormagazine/201711/
http://online.collector.com/collectormagazine/201710/
http://online.collector.com/collectormagazine/201709/
http://online.collector.com/collectormagazine/201708/
http://online.collector.com/collectormagazine/201707/
http://online.collector.com/collectormagazine/201706/
http://online.collector.com/collectormagazine/201705/
http://online.collector.com/collectormagazine/201704/
http://online.collector.com/collectormagazine/201703/
http://online.collector.com/collectormagazine/201702/
http://online.collector.com/collectormagazine/201701/
http://online.collector.com/collectormagazine/201612/
http://online.collector.com/collectormagazine/201611/
http://online.collector.com/collectormagazine/201610/
http://online.collector.com/collectormagazine/201609/
http://online.collector.com/collectormagazine/201608/
http://online.collector.com/collectormagazine/201607/
http://online.collector.com/collectormagazine/201606/
http://online.collector.com/collectormagazine/201605/
http://online.collector.com/collectormagazine/201604/
http://online.collector.com/collectormagazine/201603/
http://online.collector.com/collectormagazine/201602/
http://online.collector.com/collectormagazine/201601/
http://online.collector.com/collectormagazine/201512/
http://online.collector.com/collectormagazine/201511/
http://online.collector.com/collectormagazine/201510/
http://online.collector.com/collectormagazine/201509/
http://online.collector.com/collectormagazine/201508/
http://online.collector.com/collectormagazine/201507/
https://www.nxtbookmedia.com