Ceasing Communication definition
Ceasing Communication. When a customer has requested in writing that all collections communications are to cease and desist, honor the request and cease all collection communication and activity with the customer and notify Credit Services. ● If the verbal request is related to one of the other flags created for Critical Events (Represented by an Attorney for the purpose of filing bankruptcy, STOP Phone Calls, Customer Lawsuit or STOP Home Visits), the appropriate account flag for the Critical Event will be used. ● No collection efforts will be made on accounts with the Cease Communications flag. Credit Services will send the customer a letter acknowledging the Cease Communications request, and notify the customer of their obligation to pay, as well as our legal options to obtain payment. ● For these Critical Events, we should receive the appropriate written documentation from the customer or a response from the letter that we send. STOP Phone Calls: When notification is received verbally or in writing, we will immediately flag the account & cease collection calls. ● If a customer provides notification in any manner (verbally or written) requesting collection phone calls stop, you must submit a request to Credit Services to add the STOP Phone Calls flag to the account. ● The flag will be added by Credit Services and all collection calls to the customer will stop immediately. The customer will receive statements, collection letters and possible home visits. Payments can be made, but no new account sales can be made. By requesting collection calls to stop, the customer has limited our ability to collect and raised their credit risk. This increased credit risk is grounds for us to freeze the account to prevent future on-account purchases. ● To remove the flag, we will ask for written authorization from the customer signed and dated with phone number(s) that can be used for collection calls. Credit Services only accepts a verbal request to rescind the previous STOP Phone Call request if the call is received on our recorded line and the Verbal Authorization statement is read to the customer with an affirmative response. When the flag is removed, the customer will be eligible for future on-account purchases.