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"What obligations has the collector when the debtor pretends not to owe the debt?
In all cases in which a debtor pretends by phone that he doesn`t owe the debt to our client, it will be required of him to make a point of view in writing by e-mail and/or fax from him, so that, accordingly to the our work regulations, we may presented for analysis to the client. It will have to be explained by the collector to the debtor the fact that it is advantageous for him to make a written reclamation to send it to us by fax/ e-mail, since from the moment we receive his reclamation and to the date that the client releases a written response regarding the debtor`s reclamation, the collecting procedures of the debt unrolled by us are suspending. It will be obligatory specified to the debtor by the collector the fact that there are not taken into consideration the verbal reclamations. The collector is also obliged to indicate his e-mail address and/or the fax number to which he has to send the reclamation and the eventual proving papers, and to make him aware that he has to formulate it to his attention and not somebody else`s."

"What obligations has the collector when the debtor pretends by phone that he doesn`t know the client-creditor`s identity and that he isn`t the debtor?
In all cases in which a debtor pretends by phone that he doesn`t know the client-creditor`s identity and/or that he isn`t the debtor that we search, it will be required of him to make a point of view in writing by e-mail and/or fax from him, so that, accordingly to the our work regulations, we may presented for analysis to the client. It will have to be explained by the collector to the debtor the fact that it is advantageous for him to make a written reclamation to send it to us by fax/ e-mail, since from the moment we receive his reclamation and to the date that the client releases a written response regarding the debtor`s reclamation, the collecting procedures of the debt unrolled by us are suspending. It will be obligatory specified to the debtor by the collector the fact that there are not taken into consideration the verbal reclamations. The collector is also obliged to indicate his e-mail address and/or the fax number to which he has to send the reclamation and the eventual proving papers, and to make him aware that he has to formulate it to his attention and not somebody else`s."

"What obligations has the collector when the debtor pretends that he paid the debt to the client-creditor?
In all cases in which a debtor pretends by phone that he doesn`t owe the debt to our client since he already paid the debt, it will be required of him to make a point of view in writing by e-mail and/or fax from him, so that, accordingly to the our work regulations, we may presented for analysis to the client. It will be specified to the debtor the fact that, obligatory at the reclamation will have to be attached the papers with he will prove the debt payment ant to refer to this papers indicating their series/number and date in the reclamation sent to us. It will have to be explained by the collector to the debtor the fact that it is advantageous for him to make a written reclamation to send it to us by fax/ e-mail, since from the moment we receive his reclamation and to the date that the client releases a written response regarding the debtor`s reclamation, the collecting procedures of the debt unrolled by us are suspending. It will be obligatory specified to the debtor by the collector the fact that there are not taken into consideration the verbal reclamations. The collector is also obliged to indicate his e-mail address and/or the fax number to which he has to send the reclamation and the eventual proving papers, and to make him aware that he has to formulate it to his attention and not somebody else`s."

"What obligations has the collector when the debtor solicits by phone or in writing not to be disturbed?
- The collector has contacted the debtor by phone : [a] the debtor solicits by phone not to be disturbed ` in this case the collector will register in the collecting software UPR this fact , indicating the phone number of the debtor where the call had place; will inform the debtor that in this case the friendly collecting will stop and he will be send in justice by the client-creditor`s advocates; [b] the debtor formulates written request not to be disturbed ` it will be registered in the collecting software UPR by scanning the address received from the debtor and the case will be proposed to the case manager for pursuing the process ways.

- The collector has contacted in writing by e-mail / fax / post the debtor : We have the situations [a] the debtor solicits by phone not to be disturbed ` in this case the collector will register in the collecting software UPR this fact, indicating the phone number of the debtor to which he has had the call; will inform the debtor that in this case the friendly collecting will stop and he will be brought to justice by the client-creditor`s advocates; [b] the debtor formulate written request not to be disturbed ` it will be registered in the collecting UPR software by scanning the address received from the debtor and the case will be proposed to the case manager for pursuing the process ways. "

"What obligations has the collector when he contacts by phone a debtor?
- the collector will inform the debtor on the fact that he works at the debts collecting agency Urban and Associates , followed immediately by the mention regarding the fact that `it is possible that the call is registered` and he will ask the debtor`s accept to continue the conversation;
- if the debtor gives his accept to continue the conversation by phone, the collector will inform the debtor of the client-creditor name, the sum he owes and he will ask response from the debtor regarding : [1] the date when he will operate the payment; [2] he will solicits to the debtor to send by e-mail/fax/post the proof of the payment at the moment of its realization;
- the collector will inform the debtor on the fact that it is possible, that if he doesn`t pay the debt that he owes, the case to be brought to justice
- the collector will register the conversation text in the respective case file from the UPR collecting debts soft"

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