Daily Digest - July 23, 2026

🎂Happy Birthday: Shelby Morlock of Shepherd Outsourcing and Jay Coulter of Resurgent Capital Services.

NEW AI SURVEY … CLOSING SOON

Have 90 seconds to help me out? Take this quick survey, sponsored by TCN, on how you are using AI, what you like about it, and what frustrates you.

New Digital Communications Report

The industry is optimistic. Placements are expected to climb. Consumers, it turns out, are more ready for digital than the businesses serving them.

New AI Event!

I am thrilled to announce a new live conference I am hosting. It’s an AI conference for the credit and collection industry. It will be held in Denver this September. Check out getbrainstorming.com for more information. And watch the video below to see me showcasing my outdoor skills.

If you are interested in being a speaker at the event, click here.

Getting to Know Rob Augg of Renkim

• Before he was Chief Revenue Officer at Renkim, Rob Augg was a hair stylist whose future father-in-law didn't think much of his career prospects. Love forced a pivot, and 26 years later he's still here, though he claims his true superpower is doing absolutely nothing better than anyone else. Learn how Hunstein brought heated competitors together, why he can't work in silence, and which book he cracks open every day.

• More details here.

• This series is sponsored by TEC Services Group

A MESSAGE FROM TCN

TODAY’S WEBINAR

UPCOMING WEBINARS

Inconsistent Isn't Inaccurate: Judge Dismisses FCRA Suit Against CRA

• A tradeline showing an account 90 days past due with a last payment date more than a year later might look contradictory, but a District Court judge in Maryland ruled that pointing out an inconsistency is not the same as alleging an actual inaccuracy. The plaintiff never denied being past due or making the payment, and that omission sank both of her FCRA claims. The decision is a useful reminder of what plaintiffs must actually plead to survive a motion to dismiss.

• More details here.

Appeals Court Affirms Dismissal of FDCPA Suit Against Collection Law Firm as Time-Barred

• The Fifth Circuit has affirmed the dismissal of an FDCPA and fraud suit against a Louisiana collection law firm, ruling the one-year clock started when the plaintiff was served with the underlying collection petition. Because she waited 14 months to sue, both claims were dead on arrival, and any amendment to her complaint would have been futile. The ruling reinforces just how firm the FDCPA's statute of limitations can be.

• More details here.

FCC Votes to Tighten Rules for Robocall Mitigation Database

• The FCC voted unanimously to advance proposals that would raise filing standards for voice service providers and make it easier to remove bad actors from the Robocall Mitigation Database, including those trying to sneak back in under new corporate identities. For an industry that depends on legitimate outbound calling and suffers when scammers impersonate real businesses, changes to the FCC's central gatekeeping tool deserve close attention. A comment period is now open.

• More details here.

House Republicans Call for Coordinated Federal Attack on Fraud and Scams in New Committee Report

• House Financial Services Committee Republicans have released a 107-page report calling for interagency task forces, sanctions against foreign scam operators, and the removal of barriers that keep financial institutions from sharing fraud intelligence. With reported fraud losses hitting $15.9 billion in 2025 and true losses estimated near $196 billion, the report endorses specific legislation that could reshape how institutions detect and respond to fraud. Anyone who fields consumer complaints will recognize the problems it describes.

• More details here.

OpenAI Presence Signals a New Phase for AI-Powered Customer Engagement

• OpenAI is moving deeper into customer engagement with Presence, a new enterprise platform for deploying AI agents that can talk to customers, access internal systems, and complete approved transactions like processing payments. The governance layer, which controls what agents can access and when humans must step in, should be of particular interest to anyone in a regulated industry. OpenAI says the agent already resolves 75% of its own inbound support issues without human help.

• More details here.

Survey: Consumers Embrace BNPL 'Pay in 4' Plans as Alternative to Credit Cards

• A new Financial Technology Association survey finds that 91% of "Pay in 4" users believe the plans are a net positive, with 87% saying they've helped them avoid high-interest credit cards. Squeezed by inflation, consumers say they'd reach for a BNPL plan before savings or a credit card when facing an unexpected expense. The findings offer a window into how consumers are prioritizing their finances, and their debts.

• More details here

WORTH NOTING: The main reason that nearly 25% of workers are staying at their jobs is health insurance, according to a new survey ... Paying a hacker ransom for taking over your system likely paints a target on your back, to the surprise of ... nobody ... Attention Whole Foods shoppers: here are some ways to save money ... How The Clapper became a viral sensation ... Being a manager of a Bucc-ee's can pay very well ... Americans are living longer, but also spending more of their lives living in poor health ... Here are 25 cities on the rise if you want to move somewhere with better job opportunities ... Clothes that were designed specifically to combat surveillance cameras.

Top 10 Thursday, part I

Top 10 Thursday, Part II

Webinar Recap: Early-Stage Collections That Protect the Customer Relationship

The webinar highlighted how early-stage collections typically within the first 30–60 days of delinquency are pivotal in shaping customer relationships and recovery outcomes. Panelists emphasized that mishandling first contacts can escalate disputes and churn, while empathetic, data-driven outreach preserves trust and improves performance. Rather than treating customers as debtors, early-stage collections should be framed as customer recovery, recognizing that many delinquencies stem from temporary hardships or simple oversight. Effective strategies combine behavioral analytics, clean data practices, and tailored communication channels to maximize engagement and minimize regulatory risk. As Dave Snow noted, “The relationship is the money.” Strong customer relationships directly translate into higher recoveries and long-term retention.

🧠 Key Takeaways:

• Lead with empathy and support: Replace punitive messaging with understanding. As David Mitchell explained, early-stage collections should treat customers as individuals facing challenges, not debtors.

• Invest in data hygiene and analytics: Collect accurate contact information and consent at origination, then use engagement scores and behavioral signals to guide outreach. Justin Franklin stressed that proactive data use reduces assumptions and improves recovery.

• Segment and tailor outreach: Differentiate strategies for first-pay defaults, habitual late payers, and long-term customers. Alec Tilley highlighted that engagement scores help predict self-cure likelihood, while Dave Snow underscored the cost savings of self-service for repeat late payers.

Early-stage collections are not just about recovering missed payments - they are about preserving customer dignity, trust, and long-term value. By combining empathy, clean data, and tailored strategies, organizations can reduce risk, improve recovery rates, and strengthen brand reputation. As the panel agreed, maintaining the relationship is inseparable from achieving financial results.

Webinar Recap: Direct Disputes & Liability: When Consumers Come Right to You

The webinar, sponsored by CSS Impact, highlighted the growing challenge of direct disputes when consumers bypass credit bureaus and send disputes straight to furnishers. Panelists Tonia Brown (Everchain), Debra Ciskey (ARM Compliance Business Solutions), and Lynnell Denkins (Mission Federal Credit Union) discussed compliance obligations, operational pitfalls, and consumer impact. Unlike indirect disputes via e‑OSCAR, direct disputes require furnishers to manage investigations, deadlines, and communications without bureau guardrails. Mishandling these disputes can lead to CFPB enforcement and reputational damage.

Panelists emphasized the importance of timely responses, thorough investigations, and staff training. Brown noted, “If you can’t validate the debt, don’t credit report it.” Ciskey warned that unopened dispute mail has been a common trigger for enforcement actions. Denkins reminded attendees that delays harm consumers directly, often blocking access to credit, housing, or loans.

🧠 Key Takeaways:

• Respond quickly and thoroughly: Document receipt, verify account ownership, and investigate within the 30‑day FCRA deadline. Delays not only risk compliance but also harm consumers seeking credit.

• Train staff to recognize disputes: Equip collectors and administrators to distinguish valid disputes from stalls, and to handle frivolous or repetitive claims appropriately. As Ciskey noted, disputes deemed “frivolous” under FCRA must still be documented and communicated.

• Follow up strategically: Resume account‑level contact within five days of sending a response. Brown stressed, “You miss 100% of the shots you don’t take.” Quick follow‑up maximizes resolution opportunities and prevents accounts from stagnating.

Direct disputes are increasing in volume and complexity, with consumers submitting them via mail, email, phone, and even in person. Agencies, banks, fintechs, and healthcare providers must adapt with disciplined processes, consumer‑focused communication, and operational rigor. As Denkins put it, “Never be afraid to pass on knowledge.” Sharing best practices across the industry will be key to managing disputes effectively and protecting both compliance and consumer trust.

Did you know you can get full access to all of my past webinars, along with transcripts and summaries of each, for only $29/month? Sign up to be a premium subscriber today!

The Daily Digest is sponsored by TCN