Daily Digest - August 28, 2025

🎉🎂 Happy Birthday to: Laura White of InDebted, Jeff Mains of Intelligent Contacts, Alvaro Sandoval II of First National Bank, Donnie Kaufman of Cavalry Portfolio Services, Dan Bloomgarden of Payscout, and Daniel Pineda of LCS Financial Services Corporation.

☕️ 💡 Networking & Solutions — all in one place!

Click here to sign up for the group text chat and be placed in a group with other industry professionals. It’s a great chance to get to know others in the industry and get different perspectives and opinions on industry trends and problems. Also, I am launching a new virtual coffee & chat opportunity, where you are randomly paired with someone from the industry and asked to spend 15-20 minutes getting to know one another.

Sign up here!

The first thing a regulator or plaintiff's attorney is going to ask for when you are sued or investigated for not reasonably investigating disputes are your policies and procedures. How recently were they updated? Do they reflect what is actually done when an investigation is conducted? Are you not going far enough or going too far?

Learn the best way to structure your policies and procedures at ComplianceCon. The money that you will save in litigation and investigation headaches alone is worth the investment in attending. Can you afford not to be there? Register at https://compliance-con.com.

🔖 🎓 Now with CLE Credits!

Getting to Know Greg Reffner of Abstrakt

• The one thing that Greg Reffner wants you to know about him is that he might not be that easy to get to know. A self-proclaimed introvert who avoids social media, his journey into the credit and collection industry started quietly, but he’s finding it harder and harder to avoid the spotlight as his company continues to grow. Read on to learn more about Greg, the author and snack that he is most addicted to, and how a BMW helped get him where he is today.

• More details here.

• This series is sponsored by TEC Services Group

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Illinois Appeals Court Rejects Arbitration in FDCPA Case

• An Illinois state Appeals Court has affirmed a lower court’s ruling denying a motion to compel arbitration in a Fair Debt Collection Practices Act case filed by a collection agency and creditor, ruling that the alleged violations do not fall within the scope of the agreement between the plaintiff and the original creditor.

• More details here.

CFPB Report: 4 in 10 Families Cannot Cover a Month Without Income

• Consumers’ financial stability deteriorated in 2024, with more households reporting difficulty paying bills and fewer prepared to withstand even short-term income losses, according to the CFPB’s latest Making Ends Meet survey.

• More details here.

States Step In as CFPB Retreats, Former Director Rallies Advocates

• State officials, flanked by consumer advocates and a former federal regulator, delivered a clear message last week: with the Consumer Financial Protection Bureau largely sidelined, states must ramp up oversight of scams, fraud, and predatory practices that threaten consumers, according to a published report.

• More details here.

Strong Seller’s Market Driving M&A Momentum

• Corporate Advisory Solutions reported that deal activity in the tech-enabled Outsourced Business Services (OBS), which includes accounts receivable management, remained strong in the second quarter of 2025, as competition for premium assets and the rise of AI-driven strategies continue to reshape the landscape.

• More details here.

WORTH NOTING: 911 call centers are so understaffed that they are turning to AI to help them ... There are growing signs that artificial intelligence is starting to influence the way we talk to one another ... How much the No Surprises Act is saving patients ... Even consumers with high credit scores are starting to feel the pinch of not being able to make their credit payments ... Sneaky time traps that cause you to work late ... How a tick the size of a poppy seed is causing people to go vegan ... The parents of a teen suicide victim have filed a lawsuit against the makers of ChatGPT saying the AI helped advise him how to do it ... Experts weigh in on how people can argue better.

Top 10 Thursday, part I

Top 10 Thursday, Part II

Webinar Recap: How to Avoid Being Accused of Failing to Investigate a Dispute

Dispute investigations are one of the most scrutinized areas of compliance under the Fair Credit Reporting Act (FCRA) and Fair Debt Collection Practices Act (FDCPA). In a recent webinar, industry experts Xerxes Martin, Cathy Buxbaum, Tracey Gibson, and Hillary Varvel joined moderator Mike Gibb to discuss what it means to conduct a “reasonable investigation” and how companies can protect themselves from costly accusations of failing to do so.

Panelists emphasized that “reasonable” is often determined by judges and juries, making it essential for agencies, debt buyers, financial institutions, and healthcare providers to establish clear policies, document every step, and avoid shortcuts that could undermine compliance. Real-world cases illustrated how incomplete or rushed investigations—such as ignoring attachments, failing to review call records, or relying on copy-and-paste notes—can create major litigation risks.

Another key theme was balance: while over-investigating can slow operations and increase costs, under-investigating exposes firms to lawsuits and regulatory action. Companies must find a middle ground by building structured processes, training investigators, and documenting decisions thoroughly.

Identity theft disputes and vague consumer claims (such as “not mine”) were highlighted as particularly high-risk, requiring both careful handling and clear communication. Panelists also warned against performance quotas that incentivize speed over quality, as these undermine the credibility of an investigation.

🧠 Key Takeaways:

1. Strengthen policies and controls: Establish step-by-step procedures for disputes, ensure they are followed consistently, and update them annually to reflect regulatory guidance and litigation trends.

2. Document thoroughly: Tailor investigation notes to each case, avoid boilerplate responses, and ensure your records can demonstrate a clear, reasonable process if challenged in court.

3. Handle repeat and vague disputes carefully: Treat repeat disputes as required under FCRA, provide proper notices for frivolous claims, and communicate with consumers without crossing FDCPA boundaries.

This discussion underscored that effective dispute management isn’t just about compliance—it’s about protecting your organization from costly mistakes while maintaining consumer trust.

Webinar Recap: How Your Payment Portal Needs to Adapt to Different Stages of Delinquency & Charge-Off

In a fast-evolving digital landscape, payment portals must do more than just process transactions—they must deliver tailored, frictionless experiences across every stage of delinquency. This webinar, hosted by AccountRecovery.net and sponsored by CSS Impact, brought together industry experts Chris Beebe, Tim Collins, and Justin Metacarpa to explore how portals can drive engagement, improve recovery rates, and elevate consumer experience.

The panel emphasized that portals should mirror the flexibility and personalization of live agent interactions. From early-stage forgetful payers to post-charge-off consumers, the portal’s design, messaging, and functionality must evolve to meet shifting needs. Mobile-first design, intuitive navigation, and real-time responsiveness are no longer optional—they’re essential.

CSS Impact showcased its AI-powered collector assistant and virtual agents, highlighting how automation and conversational AI can streamline negotiations, document handling, and consumer support. The discussion also touched on gamification, segmentation, and secure messaging as tools to boost engagement and trust.

🧠 Key Takeaways:

1. Segment and Personalize by Delinquency Stage
   Tailor portal experiences based on consumer behavior, payment history, and debt age. Early-stage users need nudges and simplicity; later-stage accounts may require settlement options and financial literacy tools.

2. Design for Mobile-First, Frictionless Engagement
   Ensure portals are optimized for mobile use with clear calls to action, minimal clicks, and support for digital wallets like Apple Pay and Google Pay. A poor mobile experience risks abandonment.

3. Integrate Real-Time Data and Secure Communication
   Use secure messaging and real-time updates to support disputes, document uploads, and payment plan adjustments. Portals should be the central hub for consumer interaction—before and after charge-off

This session was a call to action: rethink your portal not as a payment tool, but as a strategic asset in consumer engagement and recovery.

The Daily Digest is sponsored by TCN