Instructions: If at any point of cm refuses F&C
Speak: Mr./Ms.XXX We need to know the reason why you cannot pay off the balance and this information will help me justify your hardship and customize a payment plan for you as per your convenience.
Instructions: If still refuses F&C
Speak: Mr./Ms.XXX you are requesting additional time to pay the debt, but in order for us to work together toward reaching a resolution, I have to have this information to see if you qualify for new potential offers.
Instruction: Once the consumer agrees return to F&C,run through it swiftly
Instructions: If the consumer continues to refuse, put consumer on hold and get a Manager or Senior collector for a talk-off. Discretion should be used on an account by account basis to determine if insisting on the missing FandC is warranted or if you should instead go to negotiation