Daily Digest - November 18, 2025

EDITOR’S NOTE: Issues with Cloudflare this morning are impacting access to AccountsRecovery. Sorry for any inconvenience.

🎂 Happy Birthday to: Tom Kavanagh of Remitter, David Glezerman of DRG Group, Bethany Ellis of Revco Solutions, Mary Quiram of Cavalry Portfolio Services, Jeffrey Borja of RevSpring.

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🆓 Click here to download a free report from Prodigal on how to unlock higher payment rates

Suit Accuses Creditor of Using AI to Allegedly Violate TCPA, FDCPA

• This case is interesting because it’s one of the first ones that I have seen the invokes the use of artificial intelligence as a potential violation of the Telephone Consumer Protection Act. A creditor is facing claims it violated the Fair Debt Collection Practices Act and the TCPA because it made phone calls, and sent letters, text messages, and emails to a consumer whose attorney had allegedly notified the creditor that the consumer was represented and that the consumer wished the creditor would cease communications.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Judge Dismisses FCRA, FDCPA Claims Rooted in Sovereign Citizen Arguments

• In what has all the markings of a sovereign citizen case, a District Court judge in Idaho has dismissed claims that a creditor violated the Fair Credit Reporting Act and Fair Debt Collection Practices Act after the plaintiff financed the purchase of an $85,000 vehicle.

• More details here.

Winter Heating Bills Set to Rise as Utility Delinquencies Climb

• Industry forecasts show households facing an average $976 in home heating costs this winter, up 7.6% from last year, according to estimates cited in recent analyses. This follows elevated summer cooling expenses and contributes to mounting pressure on consumer budgets heading into 2026.

• More details here.

Congressional Democrats Urge Trump Administration to Not Sell Student Loans

• A new political flashpoint has emerged around the future of the federal student loan system, and it could have major implications for lenders, servicers, and anyone collecting on student debt. Sen. Elizabeth Warren and more than 40 lawmakers are urging the Trump administration to stop reported plans to sell portions of the federal government’s $1.6 trillion student loan portfolio to private companies. The letter, addressed to Education Secretary Linda McMahon and Treasury Secretary Scott Bessent, accuses the administration of exploring an illegal and harmful shift of federal loans into the private market.

• More details here.

WORTH NOTING: Nearly the majority of Generation Z prefer to get financial advice in person and they strongly value authenticity ... Drinking orange juice everyday might do more than just give you a healthy dose of vitamin C ... More than half of the homes across the country lost value in the past year, according to new data ... If you are feeling scatterbrained, here are five ways to help focus your attention ... Another study looking at how often apps like ChatGPT hallucinate ... A key ingredient for happiness that most leaders ignore ... Should employees be expected to be available 24/7? ... Now that the penny has been discontinued, is the clock ticking for the nickel?

Trailer Tuesday, part I

Trailer Tuesday, Part II

Webinar Recap: Optimizing the Cadence and Content of Digital Communications

In this webinar, industry leaders explored how collection organizations can refine the timing, tone, and delivery of digital communications to drive engagement and improve account resolution. The session opened with the reminder that timing and tone can dramatically influence whether a consumer responds, engages, or disengages entirely.

A key theme throughout the discussion was the need for seamless, connected communication channels. Consumers don’t think in terms of SMS, email, chat, or portals—they see one unified experience. Every touchpoint must feel consistent, and interactions across channels must pick up exactly where the consumer last engaged.

Panelists emphasized that testing is essential, as consumer preferences and platform rules change quickly. What worked last month may not work today. Organizations should continually experiment with message format, wording, cadence, and channel combinations.

The conversation highlighted the importance of differentiating engagers from non-engagers. Engaged consumers must be nurtured carefully—too many messages can push them away. Non-engagers require thoughtful pacing to avoid blocks, complaints, or unsubscribes. The group also discussed the use of sunset and revive strategies, noting that revive messages often see strong initial engagement before quickly tapering off.

Artificial intelligence and machine learning are becoming increasingly influential. While not fully autonomous, these tools help leaders analyze large datasets, identify optimal channel paths, propose content variations, and determine ideal timing windows.

The webinar concluded with a significant reminder: communication timing should align with consumer liquidity, not internal workflow schedules. Reaching out near paydays or known income cycles can meaningfully increase payment success rates.

🧠 Key Takeaways:

• Vary message content to avoid fatigue. Repeating identical messages leads to rapid drops in engagement; refreshing content maintains attention.

• Use event-based workflows. Trigger communications based on consumer behavior—opens, clicks, disputes, or portal activity—to keep outreach relevant.

• Align outreach with consumer liquidity. Timing messages around pay cycles meaningfully increases the likelihood of conversion.

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