From the other side.....experience of a debt collector

Hi, I'd just like to share my experience from the other side - I work in the debt collection department of a bank.

Firstly, being polite and honest always helps - shouting, crying, venting all your frustration will only annoy the debt collector. As will demanding sympathy, over-apologising, threatning to commit suicide and repeating your sob story over in they missed it the 8th time.

Promising things you can't deliver also pointless. And will reflect badly on you the next time. (In this case there will be a next time). If you don't get paid until the end of the month, don't say you will pay it tomorrow. So many people also promise more than they can afford, and then get so offended when you imply they can't afford it.

When discussing your bank account, complaining about charges then refusing to listen/saying you already know how to avoid charges is a sure fire way to lose your card, cheque book, standing orders and direct debits. As is admitting you used card/ cheque book knowing there was no money in your account. Admitting you made a mistake/can't count/forgot to check balance/didn't realise money hadn't gone in is acceptable, as long as you are now aware of the mistake. These things happen.

Customers who think they can emotionally blackmail the bank into paying their mortgage/car insurance are also very common, and get the standard answer - if you want it paid, put money in your account. Customers also need to read terms and conditions of the accounts they open, money can be transferred to cover other debts with same bank without telling you. The bank can cancel facilties (card, chq book, etc including overdraft) on your account at any time, but usually only does this in severe cases. Lots of people complain about this, then admit they just signed when opening the account. The moral being read the small print before complaining the bank can't do that.

Most companies allow debts to be paid off over up to six months, if you can offer the debt collector an amount that will be paid off in six months, usually they will accept and no more questions will be asked.

If you can't afford the amount over six month they are likely to want a financial statement. At this point all the prying into your affairs starts. You will be expected to reduce all your outgoings as far as possible. Most common luxuries are Sky/cable, mobiles, high food bills, cars, going out, gambling, alcohol etc... it is amazing that some people think sky & drink are essential expenditure. We also check customers are claiming all benefits they are entitled to, and refer to CAB if in any doubt.

Unsecured creditors are reasonable as they know your mortgage, council tax, etc comes first. If you have lots of creditors, the money you have left after paying your necessary expenses should be pro-rata'd amongst your creditors. So company you owe £500 to gets half what company you owe £1000 to gets. At this stage a debt consolidation laon is sometimes offered.

They will not make any plans with you if you cannot afford it, after looking at your financial statement. You will be referred to CAB or CCCS/Payplan depending on your circumstances. (CCCS/Payplan only take people who can make pymts, albeit reduced). Again it is frightening how many people try to insist on paying what they cannot afford. We always refuse if the customer cannot afford it.

After all that if no plans are made, the account will be closed & defaulted. (Varies between lenders, anywhere from 2 to 8 months).

Just trying to get across not all debt collectors are the enemy!
If you are polite they will do their best to work with you and help you out.