When a Debt Collector Won't Stop Calling: Log Every Contact

What collectors are allowed to use

A debt collector can contact you by phone, mail, email, text, and certain other communication methods. Federal rules limit when, where, and how often the collector can contact you about a debt.

The FTC (Federal Trade Commission, the federal consumer protection agency) says a debt collector cannot contact you before 8 a.m. or after 9 p.m. unless you agree to it. The FTC also says the collector cannot contact you at work after you have said that calls to your workplace are not allowed.

Call frequency also matters. The CFPB (Consumer Financial Protection Bureau, the federal agency that oversees debt collection) has a debt collection rule that treats certain repeated calling patterns as a problem. The rule includes a seven-call limit within a seven-day period for a particular debt, along with a limit on calls within seven days after a phone conversation about that debt.

A single log entry is useful on its own, but a full log is stronger because it shows the dates, the times, the numbers, the voicemail activity, and what was said.

What to put in a collection contact log

For each time the collector reaches you, write down the following details:

• Date of the call, text, email, voicemail, or letter
• Time of contact and time zone
• Phone number, email address, or mailing address used
• Collector company name
• Collector representative name if given
• Account number or reference number
• Original creditor named by the collector

What the collector said the balance was

Along with the balance the collector named, note these details for each contact:

• Whether a voicemail was left
• Whether the contact happened at work
• Whether the contact happened before 8 a.m. or after 9 p.m.
• Whether you asked for written contact, validation, or no workplace contact

What to save

Save screenshots of texts, emails, call history, voicemails, letters, envelopes, and mailed notices, and keep the files in date order. If the collector leaves a voicemail, save the voicemail file, or record the date, time, number, and a summary of the message.

Do not edit the screenshots. If a screenshot contains sensitive personal information, store it safely and keep an original copy for your own records.

What to say when the call creates pressure

Short sentences work best on collection calls. Say one sentence, then get off the phone if the call becomes stressful. For example, you can tell the collector that the time is not convenient and to send written information by mail, or that you are not agreeing to a payment today and want the offer in writing.

These short lines cover the most common situations:

• Please send the information in writing.
• I dispute this debt. Send validation in writing.
• Do not contact me at work.

When written contact requests matter

A written request gives you proof. CFPB guidance says that a collector who receives a written request to stop contact (a cease-contact letter) generally cannot communicate with you again, except for limited reasons, such as confirming that there will be no further contact or explaining that a legally allowed action may happen.

Beginner checklist

As you keep your log, mark any contact that happens before 8 a.m. or after 9 p.m., and mark any work calls that come after you told the collector not to call there. You can then use the log if you file a complaint or talk with legal aid.

To get started, work through these steps:

• Send important requests in writing.
• Keep copies of mailed letters and delivery proof.
• Start a call and message log today.
• Save screenshots and voicemails.
• Write down the collector company and account number.