CBC Regulation-F Policy

Purpose and Scope

To define our commitment to adhere to the Fair Debt Collection Practices Act (FDCPA) as amended by the Consumer Financial Protection Bureau (CFPB) under Regulation F. CBC aims to uphold consumers’ rights, maintain transparent practices, and ensure all agency activities are within legal and regulatory parameters.

Definitions

Debt: An obligation or alleged obligation of a consumer to pay money arising from a transaction for personal, family, or household purposes.

Consumer: A natural person obligated or believed to be obligated to pay a debt.

Policy Principles and Practices

Training and onboarding practices

Communication methods and frequency

Communication on accounts eligible for credit reporting (Debt Validation)

Consumer’s Cease Communication Notice

Disclosure of call purpose to debtors (Limited Content Messages)

Record retention

Prohibited collection practices

Dispute handling

Employee ramifications for non-compliance

Updates

Ongoing training practices

Overview of Procedures and Compliance under Regulation F

Training and Onboarding

CBC’s preferred training vendor is Peak Revenue Learning’s KNOWLEDGESOURCE. “KNOWLEDGESOURCE is an employee training platform purpose-built to help companies meet and exceed the stringent expectations of regulators, clients, consumers, and other stakeholders for high-quality, high-impact, compliant services.” (https://peakrevenuelearning.com/KNOWLEDGESOURCE/)

• Initial Training: Immerse all new collection staff in the provisions of Regulation F.
• Ongoing Training: Daily, Weekly, Monthly, Quarterly, Annually, and whenever updates are made to Regulation F. Read more in “About our Training” below.

Communication with Consumers

• Timing: Limit calls to between 8 a.m. and 9 p.m. local time.
• Location: Respect requests to avoid certain contact methods or locations.
• Frequency: Abide by the “7-in-7 rule”, refraining from calling more than seven times within seven consecutive days.
• Credit Reporting: For accounts with credit reporting, ensure consumers are aware of their rights to view and dispute any reported information.
• Limited Content Messages: Ensure any limited content messages do not reveal the debt’s existence to unauthorized parties. These messages will only contain necessary information, avoiding any mention of the debt.
• Cease Communication Notices: If a consumer requests cessation of specific or all communication, honor this immediately and document the request.
• Logging: Thoroughly document all communication attempts and outcomes.

Debt Validation

• Initial Notice: Present a clear written notice detailing debt amount, creditor details, and consumer rights on first communication.
• Record Keeping: Maintain copies of these notices for a mandated period.

Prohibited Collection Practices

• Avoid any misrepresentation or deceit.
• Do not threaten consumers with legal actions that aren’t intended or cannot legally be taken.
• Abstain from using abusive language.
• Do not communicate about the debt with unauthorized third parties.

Handling Disputes

• Cease Collection: Suspend all collection activities upon debt dispute.
• Validation Process: Fetch verification from the original creditor.
• Resolution: Relay the validation to the consumer. If validation isn’t possible, halt collection activities and inform the consumer.

Monitoring and Oversight

• Internal Checks: Perform random sampling of collection calls monthly.
• Audits: Quarterly internal and annual external evaluations.

Feedback Loop

• Employee Reporting: Empower staff to flag potential violations.
• Continuous Improvement: Adjust processes based on feedback, regulatory shifts, and audit outcomes.

Documentation and Record Retention

• Record-Keeping: Securely maintain records of all communications, validations, disputes, and consumer requests.
• Data Protection: Ensure stringent data protection measures, in line with privacy laws.

Addressing Consumer Complaints

• Transparent Mechanism: Provide an easy route for consumers to file complaints.
• Review and Action: Address complaints within 15 working days, meticulously documenting all processes and outcomes.

Accountability & Enforcement

All staff, contractors, and representatives are mandated to understand and comply with this policy. Violations may lead to disciplinary actions or legal consequences.

Regulation F: 7-in-7 Rule Policy

Purpose

This policy outlines the procedures and guidelines for communication with consumers, ensuring compliance with the Consumer Financial Protection Bureau’s (CFPB) Regulation F’s 7-in-7 rule. This rule places limits on the number of attempts and successful communications our debt collectors may have with a consumer.

Scope

This policy applies to all employees, agents, and representatives of CBC engaged in debt collection activities on behalf of the agency.

7-in-7 Policy Statement

Limit on Communication Attempts:

A debt collector may not attempt to communicate, regardless of medium (phone calls, emails, text messages, etc.), with a consumer about a particular debt more than seven times within seven consecutive days.

Counting of Communication Attempts:

Unanswered calls and undelivered electronic messages count towards the seven-attempt limit. If a message, whether voicemail or electronic, provides a callback number and discloses the individual collector’s name, it counts as a communication attempt. Multiple attempts on different days within the seven-day window each count separately.

Successful Communication Limit:

After a successful communication, defined as a two-way communication between the debt collector and the consumer, no further communication attempts about the particular debt may be made for the next seven consecutive days.

Exclusions from the 7-in-7 Rule:

• The following scenarios do not count towards the seven-attempt limit:
  • Communications initiated by the consumer.
  • Communications regarding court actions.
  • Communications required by law or court order.
  • Formal written notices of various types provided they do not otherwise contain an attempt to collect the debt.

Documentation:

All communication attempts, regardless of outcome, must be documented in CBC’s record-keeping system, including the date, time, method, and result of the attempt.

Employee Training:

All employees, agents, and representatives must undergo training to understand and comply with the 7-in-7 rule. Regular ongoing training, and refresher courses are also mandatory. Training is provided by KNOWLEDGESOURCE.

Compliance Monitoring:

The Compliance department will monitor communication attempts to ensure adherence to the 7-in-7 rule. This may involve regular audits, real-time monitoring, or both.

Violation Consequences:

Non-compliance with this policy may result in disciplinary action, up to and including termination. Further, non-compliance could expose the agency to legal and regulatory penalties.

Exceptions

In certain circumstances where there’s a valid reason to exceed the 7-in-7 rule, such cases must be:

• Clearly documented.
• Justified based on the specifics of the situation.
• Approved in advance by the Chief Compliance Officer or a designated authority.

Communication on Accounts Eligible Credit Reporting

Validation of Debts

The debt collector must provide the consumer with certain basic information. If that information was not in the initial communication and if the consumer has not paid the debt five days after the initial communication, the following information must be sent to the consumer in written form:

• The amount of the debt;
• The name of the creditor to whom the debt is owed;
• Notice that the consumer has 30 days to dispute the debt before it is assumed to be valid;
• Notice that upon such written dispute, the debt collector will send the consumer a verification of the debt or a copy of any judgment; and
• Notice that if, within the 30-day period, the consumer makes a written request for the name and address of the original creditor, if it is different from the current creditor, the debt collector will provide that information.

If, within the 30-day period, the consumer disputes in writing any portion of the debt or requests the name and address of the original creditor, the collector must stop all collection efforts until he or she mails the consumer a copy of a judgment or verification of the debt, or the name and address of the original creditor, as applicable.

Consumer’s Cease Communication Notice Policy

Purpose

To outline the procedures and standards for respecting and complying with a consumer’s cease communication request under Regulation F, ensuring that all consumer rights and preferences are upheld, and safeguarding CBC from potential legal liabilities.

Scope

All employees, agents, and representatives of CBC responsible for communicating with consumers or managing consumer accounts.

Policy Statement

Recognition and Respect of Consumer’s Rights:

• Consumers have the right to request that debt collectors cease all communications regarding a particular debt.
• Upon receipt of such a request, either written or verbal, all communications pertaining to the mentioned debt must stop immediately, with exceptions as provided by law.

Documentation of Request:

• All cease communication requests, regardless of medium, must be promptly documented in the consumer’s account record.
• The date, mode, and content of the request should be clearly recorded.

Employee Training:

• Staff must be thoroughly trained in recognizing and appropriately responding to cease communication notices. This training will be refreshed annually or whenever there is a significant regulatory or policy change.

Post-Request Communication Limitations:

• After a consumer’s cease communication request is registered:
  • No further attempts should be made to communicate with the consumer about the specific debt, either directly or through implied means.
  • The only permissible communications are:
    • Informing the consumer that further communication efforts will cease.
  • Notifying the consumer about specific actions that the debt collector may take.

Assigning/Transferring Debts:

If a debt is assigned or transferred to another agency or department, the cease communication request and its details must be clearly communicated

to avoid any inadvertent contact with the consumer.

Violation Consequences:

Violation of this policy may lead to disciplinary actions ranging from retraining to termination. Non-compliance can also expose the agency to

legal and regulatory penalties.

Exceptions

Exceptions to this policy must be:

• Clearly documented, outlining the justification for the exception.
• Approved in advance by the Chief Compliance Officer or another designated authority.

Regulation F: Limited Content Message Policy

Purpose

This policy aims to provide clear guidelines for the use of Limited Content Messages (LCMs) in alignment with Regulation F set forth by the Consumer Financial Protection Bureau (CFPB). Ensuring accurate, respectful, and compliant communication is pivotal in preserving the reputation and legal standing of CBC.

Scope

This policy is applicable to all employees, agents, and representatives of the CBC involved in the process of communicating with consumers regarding their debts.

Policy Statement

Definition of Limited Content Message:

A Limited Content Message is a type of voicemail that a debt collector can leave for a consumer without it being deemed as a “communication” under

the FDCPA, provided it adheres to specific criteria.

Components of a Limited Content Message:

CBC’s LCM only contains:

• A request for the consumer to reply.
• The name of a natural person for the consumer to contact.
• The name of the debt collector (this must not indicate that the debt collector is in the business of debt collection).
• A telephone number for the consumer to reply to the natural person named.
• An optional salutation (e.g., “Hello”).
• The date and time of the message.
• Suggested dates and times for the consumer to reply.
• That the debtor may speak to any of the company’s representatives.

Prohibited Content:

The LCM does not contain:

• Any additional information that may indicate the message relates to debt collection.
• Any information about the debt.
• Any other request or suggestion.

Employee Training:

All employees who communicate with consumers will be trained on the proper structure and usage of LCMs. This training will be refreshed annually

or whenever there is a significant change to regulations.

Communication Medium:

LCMs are primarily intended for voicemail but may be adapted for other technologies provided they meet the definition and requirements of a

Limited Content Message.

Documentation and Record-Keeping:

Every LCM sent to a consumer must be documented, including the date, time, and content of the message. All records should be maintained in line with our record retention policy.

Compliance Monitoring:

Regular audits will be conducted to ensure that all LCMs adhere to this policy and Regulation F. Any deviations will be addressed promptly.

Consumer Request:

If a consumer requests not to receive LCMs, this request must be honored immediately, and the consumer’s preference must be documented.

Violation Consequences:

Any employee found violating this policy will face disciplinary actions, up to and including termination. Additionally, non-compliance may result in legal

and regulatory consequences for the agency.

Exceptions

• Any deviations from the above-stated guidelines on LCMs require:
• Detailed documentation outlining the reason for deviation.
• Prior approval from the Chief Compliance Officer or a designated authority.

Prohibited Practices

Harassing or Abusive Practices

A debt collector in collecting a debt, may not harass, oppress, or abuse any person.

Specifically, a debt collector may not:

• Use or threaten to use violence or other criminal means to harm the physical person, reputation, or property of any person.
• Use obscene, profane, or other language which abuses the hearer or reader.
• Publish a list of consumers who allegedly refuse to pay debts, except to a consumer reporting agency or to persons meeting the requirements of sections 603(f) or 604(3) of the Act.
• Advertise a debt for sale to coerce payment.
• Annoy, abuse, or harass persons by calling repeatedly their telephone number or allowing their telephones to ring continually.
• Make telephone calls without properly identifying oneself, except as allowed to obtain location information.

False or Misleading Representations

A debt collector, in collecting a debt, may not use any false, deceptive, or misleading representation. Specifically, a debt collector may not:

• Falsely represent or imply that he or she is vouched for, bonded by, or affiliated with the United States or any state, including the use of any badge, uniform, or similar identification.
• Falsely represent the character, amount, or legal status of the debt, or of any services rendered, or compensation he or she may receive for collecting the debt.
• Falsely represent or imply that he or she is an attorney or that communications are from an attorney.
• Threaten to take any action which is not legal or intended.
• Falsely represent or imply that nonpayment of any debt will result in the arrest or imprisonment of any person or the seizure, garnishment, attachment or sale of any property or wages of any person, unless such action is lawful and intended by the debt collector or creditor.
• Falsely represent or imply that the sale, referral, or other transfer of the debt will cause the consumer to lose a claim or a defense to payment or become subject to any practice prohibited by the FDCPA.
• Falsely represent or imply that the consumer committed a crime or other conduct to disgrace the consumer.
• Communicate, or threaten to communicate, false credit information or information which should be known to be false, including not identifying disputed debts as such.
• Use or distribute written communications made to look like or falsely represented to be documents authorized, issued, or approved by any court, official, or agency of the United States or any state if it would give a false impression of its source, authorization, or approval.

Unfair and Deceptive Practices

• Use any false representation or deceptive means to collect or attempt to collect a debt or to obtain information about a consumer.
• Fail to disclose in the initial written communication with the consumer, and the initial oral communication if it precedes the initial written communication, that the debt collector is attempting to collect a debt and that any information obtained will be used for that purpose. In addition, the debt collector must disclose in subsequent communications that the communication is from a debt collector.
• Falsely represent or imply that accounts have been sold to innocent purchasers.
• Falsely represent or imply that documents are legal process.
• Use any name other than the true name of the debt collector’s business, company, or organization.
• Falsely represent or imply that documents are not legal process or do not require action by the consumer.
• Falsely represent or imply that he or she operates or is employed by a consumer reporting agency.

Unfair Practices

• A debt collector may not use unfair or unconscionable means to collect or attempt to collect a debt. Specifically, a debt collector may not:
• Collect any interest, fee, charge or expense incidental to the principal obligation unless it was authorized by the original debt agreement or is otherwise permitted by law.
• Accept a check or other instrument postdated by more than five days, unless he or she notifies the consumer, in writing, of any intention to deposit the check or instrument. That notice must be made not more than ten or
• less than three business days before the date of deposit.
• Solicit a postdated check or other postdated payment instrument to use as a threat or to institute criminal prosecution.
• Deposit or threaten to deposit a postdated check or other postdated payment instrument before the date on the check or instrument.
• Cause communication charges, such as those for collect telephone calls and telegrams, to be made to any person by concealing the true purpose of the communication.
• Take or threaten to repossess or disable property when the creditor has no enforceable right to the property or does not intend to do so, or if, under law, the property cannot be taken, repossessed or disabled.
• Use a postcard to contact a consumer about a debt.

Record Retention Policy

Purpose

The purpose of this policy is to ensure that all necessary records, including call recordings, and documents are adequately protected and maintained, and to ensure that records no longer needed by CBC are discarded at the appropriate time.

Scope

This policy applies to all physical and electronic records generated in the course of the Agency’s operations, including but not limited to account records, communication logs, written correspondence, call recordings, and electronic data.

Policy Statement

General Retention Period:

Unless otherwise stated and to ensure compliance with applicable laws and regulations, records should be retained for a minimum of seven (7) years from the date of creation or from the date they became final.

Electronic Records:

Electronic documents, including call recordings, will be retained as if they were paper documents. Therefore, any electronic files, including email correspondence and call recordings, that fall into one of the document types in this policy, will be maintained for the appropriate amount of time.

Record Disposal:

• After the retention period has lapsed, records will be reviewed and disposed of, unless an ongoing investigation or litigation requires their retention. Destruction methods will vary based on the record type:
• Paper records will be shredded or pulped.
• Electronic records and call recordings will be deleted, and all efforts will be made to erase any discernible traces of deleted data.

Security:

All records, including call recordings, will be stored in a manner that ensures their security, confidentiality, and accessibility. Appropriate security measures will be taken against unauthorized access, alteration, or unlawful processing.

Backups:

Regular backups will be made of electronic records, including call recordings, and stored securely at an offsite location.

Incident Management:

In the case of any potential or confirmed security breaches, an investigation will be launched immediately, and necessary steps will be taken to mitigate the breach.

Audits:

Regular audits will be carried out to ensure compliance with this policy.

Record Types & Retention Period

• Account Information: Retained for seven (7) years after the last activity on the account.
• Payment and Transaction Records: Retained for seven (7) years from the date of the transaction.
• Correspondence with Consumers: Retained for seven (7) years from the date of the correspondence.
• Call Recordings: Retained for seven (7) years from the date of the call, unless otherwise specified by law or by the terms of a specific investigation or litigation.
• Legal Documents and Litigation Records: Retained indefinitely or until seven (7) years after the conclusion of any litigation, claim, or audit.
• Employee Training and Compliance Records: Retained for seven (7) years from the end of the training or compliance period.

Exceptions

Any exceptions to these guidelines must be approved by the Chief Compliance Officer in writing.

New Collector Training Policy

Purpose

To ensure that new collectors joining the CBC are provided with comprehensive, standardized, and consistent training. This will equip them with the necessary knowledge and skills to carry out their responsibilities effectively, ethically, and in full compliance with all applicable laws and regulations.

Scope

This policy applies to all new collectors hired by CBC regardless of their prior experience in the debt collection industry.

Policy Statement

Orientation and Onboarding:

All new collectors will undergo a structured onboarding process, introducing them to the company’s mission, values, organizational structure, and primary functions.

Comprehensive Training Modules:

• Training will encompass, but is not limited to:
• Introduction to the debt collection industry.
• Overview of relevant laws, regulations, and standards, including the FDCPA and Regulation F.
• Communication and negotiation skills.
• Use of agency-specific software and tools.
• Handling disputes and complaints.
• Ethical considerations and practices in debt collection.
• Privacy and data protection requirements.

Hands-on and Role-playing Activities:

Collectors will participate in simulated collection scenarios, allowing them to

apply learned concepts in a controlled environment.

Shadowing and Mentorship:

New collectors will be paired with experienced collectors for a specified period, enabling them to observe real-world collection activities and ask

questions in real-time.

Continuous Assessment:

• Throughout the training, collectors will undergo periodic assessments to gauge their understanding and application of the content.
• Collectors must achieve a minimum passing score on all assessments to be cleared for independent collection activities.

Feedback and Improvement:

New collectors will receive regular feedback during their training, ensuring they understand areas of strength and opportunities for improvement.

Refresher and Continuous Learning:

After initial training, collectors will undergo periodic refresher courses, especially when there are significant regulatory changes or the introduction

of new company procedures.

Documentation:

All training activities, assessment results, and feedback sessions will be thoroughly documented and maintained in the collector’s personnel file.

Training Duration:

The standard training duration will be [X weeks/months]. However, based on assessment results and feedback, additional training may be provided as needed.

Training Resources:

The agency will invest in training resources such as manuals, online courses, workshops, and external training programs to ensure collectors receive top-quality training.

Exceptions

If a new collector has substantial prior experience and demonstrates proficiency during assessments, certain training modules may be expedited.

Any deviations from the standard training process must be:

• Documented clearly, indicating the rationale.
• Approved by the Head of Training.

Review & Updates

All of the aforementioned policies will be reviewed annually or in response to significant industry changes, ensuring it remains up-to-date and in accordance with all regulations. Any modifications will be relayed to the training staff and integrated into the curriculum promptly.

About our Training

All collection service providers face the challenge of maintaining a fully trained and highly knowledgeable workforce. To provide high-quality, high-impact, and compliant services to our clients, personnel at CBC must master: 

• Regulations
• Policies and procedures
• Collection software and other applications
• Client requirements
• Job skills and techniques

The Forgetting Curve

The overwhelming amount of knowledge needed to deliver services in the manner our clients deserve is compounded by what is known as the “Forgetting Curve”. The Forgetting Curve illustrates the rapid, dramatic, deterioration of knowledge after training that virtually all people experience. This results in increased mistakes, complaints, missed revenue, rework, and dissatisfaction. And of course, these effects lead to elevated regulatory, financial, contractual, and reputational risk due to sub-optimal knowledge development and retention, as well as employee dissatisfaction and turnover.

The Spacing and Testing Effects 

CBC uses KNOWLEDGESOURCE from Peak Revenue Learning, a knowledge, skills, and compliance training application, not only to provide our team members with the necessary knowledge and skills, but to maintain mastery of that knowledge as well. 

KNOWLEDGESOURCE allows CBC to overcome the Forgetting Curve with the known and proven concepts of the spacing and testing effects.

At CBC, staff members are randomly presented with continuous training questions from job-specific knowledge requirements on a scheduled basis. These questions can be developed from regulations, data security requirements and practices, policies and procedures, or from performance-enhancing skills and techniques, reinforcing knowledge and rebuilding it where necessary.

KNOWLEDGESOURCE  promotes accountability and automatically builds documentation by presenting debt collection policies of any type on recurring schedules. Staff members confirm they have read and understood these policies and procedures.

KNOWLEDGESOURCE  also includes video, slideshow, or audio lessons in onboarding training and present them independently or grouped together within training courses. KNOWLEDGESOURCE  schedules lesson presentations on recurring schedules to maintain focus on best practices and use lessons to reduce time to proficiency when staff members are released into their job functions.

KNOWLEDGESOURCE  administers tests during training events to validate learning, on automatically recurring schedules to certify and document knowledge, or as part of training lessons.

The Results 

In summary, at CBC, our training approach leverages spaced continuous training, testing, microlearning, and more to maintain a knowledgeable and skilled workforce. We have been able to:

• Implement a continuous knowledge reinforcement training cycle.
• Reduce the time needed for new staff to reach skills and knowledge proficiency.
• Reinforce operational and compliance best practices.
• Present policies & procedures on recurring schedules or as needed, for review and acceptance.
• Administer tests during learning events or at scheduled intervals to validate knowledge and certify staff.
• Build high-impact skills and knowledge.

CBC has taken a proactive approach by implementing a comprehensive Regulation F training program within the KNOWLEDGESOURCE platform. This initiative reflects our commitment to fostering a continuous learning environment that ensures awareness and adherence to federal regulations. By prioritizing ongoing training, our team demonstrates our dedication to maintaining compliance and effectively managing debt collections. This approach aligns with our goal of staying informed and updated within the dynamic landscape of regulatory requirements.

CBC understands that effective communication is the key to successful debt collection. Communication methods and frequency directly impact the rate and speed of debt repayment. Utilizing a 7-in-7 rule and limited content messages can improve the outcome of communication efforts while still protecting our consumers’ rights. Our policy is to communicate with consumers by keeping lines of communication open so that we can offer a solution that works for everyone. Our team is well-versed in proper disclosure, as well as prohibited collection practices. We have extensive safeguards in place for retaining documentation of communications and we back up our files in a secure digital environment.

Our administrative staff and collectors are actively participating in daily training topics as mandated by our company policy. Consistent training can contribute significantly to their professional growth and effectiveness in debt collections. In addition to our ongoing training about FTC Safeguards, FDCPA regulations, Data Security, Call Baiting, FCRA, and HIPAA, and many others, with respect to Regulation F, we present the following topics. Each day, our collectors are required to answer 3 random topic questions twice a day. The Regulation F topics presented in a rotating random series are as follows:

 

Area	Topic
Communication	Acquiring Phone Numbers for Text Messages
Communication	Call Frequency Rules for Third Parties
Communication	Clarifying Questions
Communication	Communicating About a Deceased Consumer
Communication	Communication Method Preferences
Communication	Conflicting Time Zones
Communication	Consumer Preference & Consent
Communication	Consumer-Initiated Conversation
Communication	Electronic Communications
Communication	Electronic Communications – Time Sent
Communication	Email Auto-Reply
Communication	Employer-Provided Email
Communication	Exceptions
Communication	Gaining Consent 1
Communication	Gaining Consent 2
Communication	Inconvenient Time
Communication	Knows or Should Know – Employer-Provided Emails
Communication	Knows or Should Know – Inconvenience
Communication	Limits to Designation of Inconvenience
Communication	LinkedIn
Communication	Location-Based Medium
Communication	Methods for Acquiring Email Addresses
Communication	One-Back Rule
Communication	One-Back Rule – Example
Communication	Opting Out of Social Media
Communication	Prior Consent or Permission
Communication	Purpose of Consumer Limits
Communication	Request to Limit Phone Calls
Communication	Social Media Communications
Communication	Written Refusal to Pay
Credit Reporting	Notice of Undeliverability 1
Credit Reporting	Notice of Undeliverability 2
Credit Reporting	Notice of Undeliverability 3
Credit Reporting	Passive Collection
Credit Reporting	Reasonable Period of Time
Definitions	Clear and Conspicuous – Verbal
Definitions	Clear and Conspicuous – Written
Definitions	Communications & Attempts to Communicate
Definitions	Itemization Date
Definitions	Itemization Date – Transaction Date
Definitions	Limited-Content Message
Definitions	Third Parties
Definitions	Validation Period
E-SIGN & Electronic Disclosures	Disclosures Requiring E-SIGN Rules
E-SIGN & Electronic Disclosures	Electronic Disclosures – Subject Lines
E-SIGN & Electronic Disclosures	E-SIGN Requirement Precedence
E-SIGN & Electronic Disclosures	E-SIGN Requirements
E-SIGN & Electronic Disclosures	Gaining Consent in an Electronic Medium
E-SIGN & Electronic Disclosures	General Requirements
E-SIGN & Electronic Disclosures	Notices of Undeliverability
E-SIGN & Electronic Disclosures	Opted Out Communication Methods
E-SIGN & Electronic Disclosures	Oral Communications Using Mobile Phones
E-SIGN & Electronic Disclosures	Withdrawal of Consent
Harassing, Oppressive, or Abusive Conduct	7/7/7 and Third Parties
Harassing, Oppressive, or Abusive Conduct	7/7/7 Rule
Harassing, Oppressive, or Abusive Conduct	Additional Calls 1
Harassing, Oppressive, or Abusive Conduct	Additional Calls 2
Harassing, Oppressive, or Abusive Conduct	Clarifying Questions
Harassing, Oppressive, or Abusive Conduct	Multiple Accounts for a Consumer
Harassing, Oppressive, or Abusive Conduct	Prohibited Media – Exceptions
Harassing, Oppressive, or Abusive Conduct	Timing of 7 Calls
Harassing, Oppressive, or Abusive Conduct	Unconnected Call
Limited-Content Messages	Audio Example
Limited-Content Messages	Business Name
Limited-Content Messages	Mini-Miranda
Limited-Content Messages	Not a Limited-Content Message
Limited-Content Messages	Optional Content
Limited-Content Messages	Pseudonyms
Limited-Content Messages	Required Content
Limited-Content Messages	Ringless Voicemails
Record Retention	Reasons for Record Retention
Record Retention	Retention of Call Recordings
Record Retention	Retention Period
State or Other Laws	Precedence Over State Laws
State or Other Laws	Protective State Laws
Unfair and Unconscionable Means	Amount of the Debt – Demand vs. Collection
Unfair and Unconscionable Means	Depositing Postdated Payments
Unfair and Unconscionable Means	Examples of Unfair Practices
Unfair and Unconscionable Means	General Conduct
Unfair and Unconscionable Means	General Prohibitions on Time-Barred Debts
Unfair and Unconscionable Means	Payment Processing vs. Collection Fees
Unfair and Unconscionable Means	Postdated Payments
Unfair and Unconscionable Means	Symbols on Envelopes
Unfair and Unconscionable Means	Threatening to Sue
Validation of Debts	Components of Validation Information
Validation of Debts	Disclosures on the Back of the Page
Validation of Debts	Hyperlinks and Electronic Prompts
Validation of Debts	Information About a Debt
Validation of Debts	Multiple Debts
Validation of Debts	Translation Into Other Languages
Validation of Debts	Validation Notices & Credit Reporting