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Client Access Center

Submit accounts, view reports, and manage your portfolio.

Client Portal

User Access

  • How do I access the client portal?
    Click the “Client Portal Login” button above to sign in. Access requires a unique username, strong password, and multi-factor authentication for additional security. If you do not have login credentials, please contact Client Support and provide your full name, email address, direct phone number, and mobile number.

    I forgot my password. What should I do?
    Select the “Forgot your password?” link on the login page to reset your password. If you do not receive the reset email, please check your spam folder before contacting Client Support.

  • Can multiple users from my organization have access?
    Yes. We can create individual logins with appropriate access levels. Please email Client Support and provide their full name, email address, direct phone number, and mobile number.

    Can multiple users use a shared username and password?
    No. Shared user accounts are prohibited. Each user must have their own unique login credentials to maintain security, accountability, and compliance with HIPAA and other data protection requirements.

    How do I get a current list of users?
    Log into the client portal and navigate to: Reports → Dashboard and select Report #13116 “C. Client Access User List & Request Form” and press Run. This report provides a current list of authorized users and can also be used to request access changes.

  • How do I troubleshoot login issues?
    Before contacting Client Support, please try the following:

    • Make sure you are using the correct username, not your email address

    • Verify that your username and password have been entered correctly

    • Make sure your web browser is up to date (Google Chrome is recommended)

    • Avoid using bookmarks for the login page; if using a bookmark, press Ctrl + Shift + R to refresh the page

    • Clear your browser’s cache and cookies if problems persist

    I forgot my password. What should I do?
    Select the “Forgot your password?” link on the login page to reset your password. If you do not receive the reset email, please check your spam folder and follow the troubleshooting steps above before contacting Client Support.

    Why am I locked out of my account?
    Accounts may become locked after 90 days of inactivity or following multiple unsuccessful login attempts. If it’s been less than 90 days, please follow the troubleshooting steps above. Otherwise contact Client Support to have your password reset and access restored.

New Client? Start Here

  • How do I submit new accounts for collection?
    You can submit accounts in several ways:

    What is itemization and why is it required?
    Itemization breaks down the balance into principal charges, interest, penalty fees, payments, and adjustments. This information is required to comply with Regulation F and is included in our initial communication. See below for Itemization Requirements for more details.

    Can you integrate with our billing system?
    We currently integrate with several billing and practice management systems. See Integration & Automation section below. Please contact Client Support to discuss available integration options and compatibility with your system.

  • How do I submit an individual account?
    Log into the client portal and select New Account from either the left-hand navigation menu or the Accounts dropdown at the top of the page. Follow the Placement Instructions (Manual Entry).

    How do I upload a placement file?
    Log into the client portal and navigate to File Drop Box to securely upload your placement file. See Integration & Automation section below.

    Can we continue contacting customers after accounts are placed?
    Clients should avoid direct collection activity and refer account communications to Creditor Advocates after placement.

  • What types of updates should I report?
    Please report any account changes that may affect account status or collection activity, including:

    • Payments received directly by your office, including insurance payments or adjustments

    • Updated contact or demographic information

    • Bankruptcy, deceased, attorney representation, insurance reprocessing

    • Any other material account changes

    Providing timely updates helps ensure accurate account handling and compliance.

    How do I look up an account?
    Log into the client portal and enter the account number from your billing system into the search field located on the left side of the blue navigation bar at the top of the page, then press Enter. You can also search for accounts by navigating to Accounts ➔ Search from the top menu.

    How do I report payments made directly to our office and other account updates?
    Log into the client portal, look up the account, scroll to the bottom of the account page, enter the note update in the New Note section, and select Add. Updates may also be submitted by emailing or contacting Client Support. For clients with ongoing or automated update needs, system integration options may also be available. See Integration & Automation section below for additional details.

  • Will I be notified if I need to do something?
    Yes. Reminder emails are sent bi-weekly for all open requests. When notified, please review the request details, follow the provided instructions, and respond promptly to avoid delays in account handling. Clients are responsible for monitoring and responding to:

    • Customer disputes

    • Insurance submissions and updates

    • Legal authorization requests

    • Other outstanding account inquiries

  • Will I be notified when payments have been sent to me?
    Payment remittances are typically processed during the first week of each month for funds collected during the previous month. All remittance processing is completed no later than the 10th of each month. You will receive an email notification once processing is complete, along with instructions for accessing remittance details and supporting reports.

    How are payments delivered?
    Payments are remitted electronically via ACH for secure and efficient delivery of funds.

What to Expect?

  • How long does it take for a file to be processed?
    Initial file setup and mapping generally takes up to 3 business days. Subsequent file submissions are typically processed within 4 hours but may take up to one business day, provided there are no formatting errors or missing information.

    Will I be notified when processing is complete?
    Yes. Once file processing is complete, the individual or department that submitted the file will receive a notification identifying any exceptions or issues requiring attention.

    How long does it take for a manually entered account to appear in the system?
    Manually entered accounts are typically available in the system immediately after submission through the client portal.

  • What happens after I submit accounts?
    Once accounts are submitted, they move through a structured onboarding and compliance review process that includes:

    • Data Validation & Compliance Review: Account information is reviewed for accuracy, completeness, and regulatory compliance.

    • Account Scrubbing: Accounts are screened for bankruptcy filings, deceased consumers, duplicate placements, active military, fraud, and other exclusion criteria.

    • Collection Activity Initiation: Collection activity may begin after required review and compliance processes are completed, typically around the second business day. Collection efforts may include letters, phone calls, emails, text messages, and follow-up communications. Publicly available and permissible sources may be used to locate updated contact information and other lawful recovery-related data.

    Will I be notified when processing is complete?
    Yes. You will receive an acknowledgment confirming that your file has been processed and identifying any accounts or exceptions that require attention. If needed, our team may request corrections, missing information, or additional documentation before processing can continue.

  • When do collection efforts begin?
    Collection activity may begin after required review and compliance processes are completed, typically around the second business day. Collection efforts may include letters, phone calls, emails, text messages, and follow-up communications. Publicly available and permissible sources may be used to locate updated contact information and other lawful recovery-related data.

    What happens if an account is disputed?
    If an account is disputed, collection activity and credit reporting may be paused while the dispute is reviewed. Clients may be asked to provide additional information or supporting documentation before collection activity, credit reporting, or legal review can continue. Prompt responses help minimize delays and maintain compliance.

    When does credit reporting occur?
    Eligible accounts may be reported to the credit bureaus in accordance with applicable laws, client requirements, and credit reporting policies.

    When does the account get forwarded for legal action?
    Account may be forwarded to an independent attorney licensed in the customer’s jurisdiction for review in accordance with applicable laws, client requirements, and legal authorization policies. Any legal action is pursued at the attorney’s discretion and in accordance with applicable laws and court requirements.

  • Will I be notified when payments have been sent to me?
    Yes. Payment remittances are typically processed during the first week of the month for funds collected the previous month and are completed no later than the 10th. Once processed, you’ll receive an email notification with instructions for accessing remittance details and reports.

    When will I receive the money?
    ACH payments are typically deposited within 3 business days after remittance notification, depending on your bank. Check payments are mailed separately and may take up to two weeks for delivery.

    How do I switch from check payments to ACH?
    Complete the ACH Request Form and submit it to Client Support. For security purposes, a phone verification will be required before ACH setup is completed.

  • What is the Monthly Executive Update?
    The Monthly Executive Update provides a high-level summary of your collection performance, inventory trends, payment activity, and key operational metrics.

    What information is included?
    The report may include:

    • Placement and recovery activity

    • Inventory and status summaries

    • Payment plan performance

    • Closed account activity

    • Recovery/PIF rate

    • Complaint & customer feedback trends

    • Industry and compliance updates

    How often is the report sent?
    Executive Updates are typically distributed monthly by email to clients with recent activity.

    Can I view supporting account details?
    Yes. Additional account-level details are available through related reports in the client portal.

  • How are disputes handled?
    When a customer disputes an account, collection activity may pause while the dispute is reviewed. We may request supporting documentation or account verification from you before collections can resume.

    Will I be notified if a response is needed?
    Yes. Reminder emails are sent bi-weekly for all open dispute and account resolution requests. Please review and respond promptly to avoid delays in account handling. Common requests may include:

    • Direct payment verification

    • Insurance reprocessing or updates

    • Current itemized statements

    • Signed financial agreements

    • Additional account documentation or clarification

    How can we reduce dispute-related requests?
    You can help minimize follow-up requests by:

    • Providing itemized statements and supporting documentation at placement

    • Providing secure, limited-access integrations or approved documentation access methods

    • Establishing a system integration for account updates and documentation sharing

    Some options may require coordination with your IT team or additional training.

  • What is a legal authorization request?
    A legal authorization request is issued when an account may qualify for legal review or potential legal action. Clients are provided instructions to review the account, verify balances and account details, and approve the request before proceeding.

    Where can I view pending requests?
    Log into the client portal and access the Response Required: Legal Suit Authorizations report.

    How will I be notified?
    Reminder emails are sent bi-weekly for unresolved requests. Please follow the instructions included in the notice or contact Client Support with any questions.

    What happens after authorization is approved?
    The account may be forwarded to an independent attorney licensed in the customer’s jurisdiction for review. Any legal action is pursued at the attorney’s discretion and in accordance with applicable laws and court requirements.

  • How long are accounts usually worked?
    Account handling timelines vary based on account type, client requirements, applicable laws, and account activity.

    Why would an account be closed?
    Collection activity on the account may continue until:

    • Paid or settled in full,

    • Notification and discharged from bankruptcy,

    • Notification and closure of the estate through probate,

    • Detection and verification of identity theft, coercion, or other forms of fraud,

    • Client change of ownership,

    • Client adjustments,

    • Expiration of statute of limitations, or

    • At the discretion of Creditor Advocates.

    Can we request an account be closed?
    Yes. Please provide a detailed reason for the closure request and if any payments have been received. Clients with high closure rates are reviewed for compliance and may be subject to regulator review. Additionally, you may be liable for any legal expenses incurred, commissions on accounts with payments or promised payments, or other expenses.

Ongoing Account Management

  • When should I submit accounts to collections?
    Best practices vary depending on your industry, internal billing process, and compliance requirements. In general, accounts are commonly placed for collection after normal billing efforts, payment reminders, and internal follow-up attempts have been completed. Many clients submit accounts between 120 and 180 days from the date of service or delinquency, although placement timing may range from 60 to 240 days depending on the client’s workflow and account type. Factors to consider may include:

    • Internal collection efforts

    • Age of the account

    • Balance

    • Applicable laws, regulations, or contractual requirements

    Delaying placement too long may reduce recovery opportunities and limit available collection options.

    How do I submit new accounts for collection?
    You can submit accounts in several ways:

    What is the minimum balance for collection?
    There is no standard minimum balance requirement. The ideal balance threshold depends on your placement process and the amount of manual effort involved.

    • Manual account entry or staff-intensive processes: Higher balance thresholds are often more practical

    • Automated file uploads or system integrations: Many clients choose to place all balances regardless of amount

    Our team can help you determine the most efficient placement strategy based on your workflow, account volume, and operational costs.

  • Can we continue contacting consumers after accounts are placed?
    Clients should avoid direct collection activity and refer account communications to Creditor Advocates after placement.

    A customer wants to schedule additional services. Can they pay their balance or set up a payment plan with you?
    Yes. Customers may contact us directly to discuss payment options or establish a payment plan. Customers can be referred to us through:

    Do you have handout we can provide to customers?
    Yes. See below:

  • What types of updates should I report?
    Please report any account changes that may affect account status or collection activity, including:

    • Payments received directly by your office, including insurance payments or adjustments

    • Updated contact or demographic information

    • Bankruptcy, deceased, attorney representation, insurance reprocessing

    • Any other material account changes

    Providing timely updates helps ensure accurate account handling and compliance.

    How do I look up an account?
    Log into the client portal and enter the account number from your billing system into the search field located on the left side of the blue navigation bar at the top of the page, then press Enter. You can also search for accounts by navigating to Accounts ➔ Search from the top menu.

    How do I report payments made directly to our office and other account updates?
    Log into the client portal, look up the account, scroll to the bottom of the account page, enter the note update in the New Note section, and select Add. Updates may also be submitted by emailing or contacting Client Support. For clients with ongoing or automated update needs, system integration options may also be available. See Integration & Automation section below for additional details.

  • Will I be notified if I need to do something?
    Reminder emails are sent bi-weekly for all open requests. When notified, please review the request details, follow the provided instructions, and respond promptly to avoid delays in account handling. Clients are responsible for monitoring and responding to:

    • Customer disputes

    • Insurance submissions and updates

    • Legal authorization requests

    • Other outstanding account inquiries

  • Can we request an account be closed?
    Yes. Clients may request that an account be closed or withdrawn from collections at any time. Please provide the reason for the request and advise whether any direct payments or account changes have occurred. Depending on the account status, clients may remain responsible for applicable commissions, legal expenses, court costs, or fees associated with withdrawing active legal actions or payment arrangements. High volumes of account closures or withdrawals may also be reviewed for compliance and regulatory purposes.

  • Will I be notified when payments have been sent to me?
    Yes. Payment remittances are typically processed during the first week of the month for funds collected the previous month and are completed no later than the 10th. Once processed, you’ll receive an email notification with instructions for accessing remittance details and reports.

    How do I access remittance details?
    Remittance information is available through the client portal:

    • PDF Invoice: Home → Dashboards → Files to Download

    • Excel/CSV Detail File:Reports → Dashboard → Report #687 “C. Remittance: Payment Detail - Paid Agency”

    Custom electronic file formats may also be available. Please contact Client Support with your file specifications.

    When will I receive the money?
    ACH payments are typically deposited within 3 business days after remittance notification, depending on your bank. Check payments are mailed separately and may take up to two weeks for delivery.

    How do I switch from check payments to ACH?
    Complete the ACH Request Form and submit it to Client Support. For security purposes, a phone verification will be required before ACH setup is completed.

    I’m getting paid and notified too quickly. Can I receive payments and notices by mail instead?
    Yes. Paper checks and mailed notices are available upon request. A processing fee of up to $25 per mailing may apply and will be deducted directly from the remittance amount.

    Can remittance files integrate with our system?
    Yes. See Integration & Automation section below.

  • What is an inventory audit?
    An inventory audit is a review of active accounts to verify balances, account statuses, and overall account accuracy between systems. Even with integrations in place, account inventories can become unsynchronized over time.

    What items should be reviewed?
    Common audit items include:

    • Balance discrepancies

    • Account status differences (such as open vs. closed accounts)

    Additional account-level variances may also be identified during the review process.

    How often should inventory audits be conducted?
    Audit frequency depends on inventory size, account volume, and the level of system integration.

    How do I perform an inventory audit?
    There are several options:

    • Self-Service: Log into the client portal and download an inventory report under Reports → Dashboard

    • Send Us Your Inventory: See Integration & Automation section below.

    How can we reduce audit exceptions?
    Timely reporting of payments, balance adjustments, and account status changes helps maintain accurate records and reduce audit discrepancies.

  • What reports are available in the client portal?
    The client portal includes reports to help you monitor account activity, collection performance, compliance items, payments, and remittances. Report categories include:

    • Client Summary Reports: Placements, recoveries, and performance trends

    • Inventory Reports: Account statuses, payments, bankruptcies, and payment plans

    • Remittance Reports: Payment invoices, remittance details, and EDI 835 files

    • Compliance Reports: Regulation F requirements, complaints, and data quality or compliance exceptions

    • Response Required Reports: Disputes, insurance submissions, and legal authorizations

    • Transaction Reports: Detailed payment and transaction activity

    What are the most commonly used reports?
    Commonly used reports include:

    • Acknowledgment Report (#633): Newly placed accounts

    • Status Report (#548): Current account statuses

    • Recent Payments (#23893): Recently posted payments

    • Payment Detail - Paid Agency (#687): Detailed remittance activity

    • Disputed Accounts (#2026): Accounts requiring client response

    • Client Access User List (#13116): Current portal users and access requests

    Can reports be downloaded or integrated with our system?
    Yes. Many reports are available in PDF, CSV, Excel, and EDI 835 formats. See Integration & Automation section below.

    Are custom reports available?
    Enterprise clients can request custom reporting by sending file specifications.

  • How is client data protected?
    Creditor Advocates uses industry-standard encryption and layered security controls to help protect client and consumer information. All data is transmitted securely using HTTPS (SSL/TLS), and secure file transfer methods such as portal uploads, sFTP, Amazon S3, and API integrations are available.

    Additional safeguards may include:

    • Individual user accounts with role-based access controls

    • Monitored portal and system activity

    • Administrative, technical, and physical security safeguards

    • Employee privacy and security training

    • Compliance-focused policies aligned with HIPAA, GLBA, PCI, SOC 2, and other applicable standards

    Clients are also responsible for protecting login credentials and promptly reporting user access changes.

  • Where do I refer account guarantors when they call in?

    Who do I contact for help?
    Client Support is available via:

    What are your Client Support hours?

    • Portal: 24 hours a day x 7 days a week

    • Email: Weekdays: 8am to 6pm (central)

    • Phone: Weekdays: 8am to 4pm (central) / Afterhours: 4pm to 6pm

    What’s the fastest way to get help?

    • Account issues (ie - payment, etc): Leave a note on the account is best.

    • Client issues (ie - user, remittance, integration, etc): Email support is best.

    • Urgent/emergency: Call and email support.

    I submitted something but don’t see updates. What should I do?
    Processing times may vary slightly. If it’s been more than 1 business day, contact Client Support.

Integration & Automation

  • What are the benefits of integration and automation?
    Benefits may include:

    • Reduced manual work

    • Improved account accuracy

    • Faster account processing

    • Faster payment and account updates

    • Automated reports and remittance delivery

    Are there any drawbacks?
    Automation may require initial setup, testing, IT coordination, and ongoing maintenance when file formats or systems change.

    Is automation right for every client?
    Not always. The best approach depends on account volume, workflow complexity, and technical resources.

    Can we start manually and automate later?
    Yes. Many clients begin with portal uploads and transition to automated integrations later.

    What processes can be automated?
    Automation options may include:

    • Account placements

    • Payment & adjustment updates

    • Remittance delivery

    • Inventory audits

    • Dispute and request files

    • Account updates

    • Additional automation options may be available.

    Who should we contact about automation?
    Please contact Client Support to discuss integration and automation options.

  • How can we send and receive files?
    Files can be securely sent and received through several methods, including:

    • Client Portal File Drop Box

    • Secure sFTP

    • Amazon S3

    • API Integration

    The Client Portal File Drop Box is available to all clients. sFTP, Amazon S3, and API integrations are available at no additional cost for clients with automated or ongoing file exchange needs.

    How often should we send files?
    Files can be submitted on an hourly, daily, weekly, monthly, quarterly, annually, or as needed, depending on your workflow and operational needs. Best practices typically depend on your level of automation:

    • Automated integrations or file transfers: Daily or more frequent submissions are generally recommended

    • Manual review or staff involvement: Weekly or monthly submissions may be more practical

    Our team can help recommend a submission schedule that best fits your process and collection goals.

    How long does it take to process a file?
    Processing times depend on the file format and complexity. Initial file mapping and setup typically takes up to 3 business days. Once established, most file submissions are processed within 4 hours, assuming no formatting errors or missing information.

    Will we be notified when processing is complete?
    Yes. Custom notification options are available. For placement files, the individual or department that submitted the file will receive a processing confirmation along with any exceptions or issues requiring attention.

    Can you integrate with our billing system?
    We currently integrate with several billing and practice management systems. Please contact Client Support to discuss available integration options and compatibility with your system.

  • What account information should we include?
    Please provide complete demographic, debt, and itemization information to support accurate placement and compliance.

    • Demographic Information: Required guarantor(s) information includes their full name (or company name for commercial B2B accounts) and enough information to uniquely identify the individual or company. This may include SSN, birth date, last known address, phone number, and email address. Optional information includes employer, spouse, patient, or related party information and communication consent, sex, and marital status. If information was obtained through skip tracing, please indicate the source.

    • Debt Information: Required information generally includes (1) last service date or last charge date for most standard A/R, or (2) chargeoff date for open-end credit accounts. Optional information may include insurance details, account notes, and supporting documentation.

    • Itemization information: See below.

    What itemization information should we include?
    Each account should include one of the following itemization methods:

    • Standard A/R: Last service date, principal total charges, total interest charges, total penalty fees charges, and current balance.

    • Statement-Based: Last statement date, balance as of that date, charges, interest, and penalty fees since, and current balance.

    • Open-End Credit: Charge-off date, balance as of charge-off, charges, interest, and penalty fees since, and current balance.

    • Judgments: Judgment date, balance as of judgment, charges, interest, and penalty fees since, and current balance.

    Payments and adjustment credits are optional but encouraged. All balances and itemization amounts should reconcile accurately.

    Do you have any placement specifications?
    Yes. Please refer to the Integration Guide and Example Placement File for complete file specifications and submission requirements.

  • What types of updates should we report?
    Please report any changes that may affect account status or collection activity, including:

    • Payments received directly by your office, including insurance payments or adjustments

    • Updated contact or demographic information

    • Bankruptcy, deceased, attorney representation, insurance reprocessing

    • Any other material account changes

    Providing timely updates helps ensure accurate account handling and compliance.

    Can we receive account Updates?
    Yes. Account updates, status changes, payments, disputes, and other activity information are available through the client portal and integration options.

    Can we send you our inventory file to perform an inventory audit?
    Yes. Provide a list of open accounts that are placed with us and we can perform the inventory audit and return the results.

    Do you have technical guidance?
    Yes. Please see the Integration Guide.

  • Could you send us a file if something is needed?
    Yes. We can send request and update files daily, weekly, bi-weekly, monthly, or as needed. These files may include:

    • Dispute response requests

    • Insurance submissions and updates

    • Legal authorization requests

    • Other outstanding account inquiries requiring client action

    Automated delivery options may also be available depending on your integration setup.

    Do you have technical guidance?
    Yes. Please see the Integration Guide.

  • Do you provide electronic remittance files that can be imported into our system?
    Yes. The following remittance files are available through the client portal:

    • Report #20184: C. Remittance: EDI 835 Payment File - Paid Agency

    • Report #687: C. Remittance: Payment Detail - Paid Agency

    These files can also be delivered directly to you through automated file transfer methods.

    Can you create a custom import file?
    Yes. Custom files are supported at no additional cost for clients with automated or ongoing file exchange needs. Please contact Client Support with your file specification and to discuss compatibility and setup options.

    Do you have technical guidance?
    Yes. Please see the Integration Guide and EDI 835 Implementation Guide.

Other Frequently Asked Questions

  • What is itemization and why is it required?
    Itemization breaks down the balance into charges, interest, penalty fees, payments, and adjustments. This information will be sent during our initial communication in compliance with Regulation F.

    What itemization information should we include?
    Each account should include one of the following itemization methods:

    • Standard A/R: Last service date, principal total charges, total interest charges, total penalty fees charges, and current balance.

    • Statement-Based: Last statement date, balance as of that date, charges, interest, and penalty fees since, and current balance.

    • Open-End Credit: Charge-off date, balance as of charge-off, charges, interest, and penalty fees since, and current balance.

    • Judgments: Judgment date, balance as of judgment, charges, interest, and penalty fees since, and current balance.

    Payments and adjustment credits are optional but encouraged. All balances and itemization amounts should reconcile accurately.

  • What happens if a customer files bankruptcy?
    Collection activity is suspended as soon as we receive notice of a potential bankruptcy. Bankruptcy filings are then verified through the court, credit bureaus, or the customer’s attorney before further account handling decisions are made.

    Should we notify you about bankruptcies?
    Yes. Please report bankruptcies as soon as possible to support timely compliance updates. Bankruptcy notices can be submitted directly through the client portal by adding a note to the account.

    What bankruptcy information should be provided?
    If available, include the attorney’s information, filing date, chapter, case number, and supporting documentation.

    What are the different bankruptcy types?
    In most cases, collection activity cannot continue while accounts are protected by bankruptcy proceedings.

    • Chapter 7: Unsecured debts are typically discharged.

    • Chapter 13: The consumer enters a court-approved repayment plan, often with reduced repayment terms.

    • Chapter 11: Typically used for business reorganization and bankruptcy protection.

  • What happens if a consumer is reported deceased?
    Collection activity is suspended while the deceased status is reviewed and verified through available records, such as credit bureau data, probate records, obituaries, or supporting documentation.

    Should we notify you if a consumer is deceased?
    Yes. Please report deceased notifications as soon as possible to help ensure timely compliance updates and appropriate account handling.

    What information should be provided?
    If available, please include:

    • Date of death

    • Estate or probate information

    • Executor or attorney contact information

    • Supporting documentation or obituary notices

    Can collection activity continue after death?
    This depends on the account type, probate status, estate assets, applicable laws, and whether another responsible party may exist. Certain collection activity may be limited or prohibited.

  • Can we charge interest or penalty fees on accounts?
    Possibly. Interest and penalty fees must be authorized by the customer agreement and permitted by applicable law.

    What are penalty fees?
    Penalty fees are charges assessed when the terms of an agreement are not met, such as missing a payment deadline. Common examples include late fees, finance charges, statement fees, returned payment fees, and other similar charges. In many situations, penalty fees that are not expressly authorized by law or agreement may be treated as interest charges and subject to additional legal and compliance requirements.

    What is usury?
    Usury refers to charging interest or penalty fees that exceed legal limits.

    Can we add interest or penalty fees after an account is overdue?
    Adding interest or penalty fees after default may create legal or compliance risks if not previously authorized.

    What happens if unlawful penalty fees or interest are charged?
    Improper charges may result in disputes, compliance issues, collection restrictions, or legal liability.

    Why can’t Creditor Advocates determine if interest or penalty fees are legal?
    We are not a law firm and cannot provide legal advice. Every situation is different and unique. Because laws vary by state and account type, clients are responsible for ensuring all interest and fees submitted for collection are legally valid and properly authorized.

    Should we review our practices with legal counsel?
    Yes, absolutely! Clients should consult legal counsel to confirm compliance with applicable laws.

  • What happens if an account is overpaid?
    Overpayments may be refunded, applied to another related account, or processed according to applicable unclaimed property laws.

  • What happens if I don’t respond to requests?
    Delays in responding to requests may impact account handling and recovery efforts. Depending on the situation, accounts may:

    • Experience delays in collection activity or recovery

    • Have certain activities limited pending required verification or documentation

    • Be removed from legal review or law firm placement

    • Be closed or returned due to insufficient information or unresolved compliance requirements

    Prompt responses help maintain compliance and avoid unnecessary delays.

  • Do you record calls?
    Yes. All calls are recorded for quality assurance, training, and compliance purposes. Calls may be monitored and reviewed for quality assurance, training, and compliance purposes.

  • Are there other video tutorials available?‍ ‍

    Coming soon!

 

Agent Representatives

PHONE
Toll Free: (866) 357-7522 or (952) 657-5930 Local

8:00am - 6:00pm Monday - Thursday
8:00am - 5:00pm Friday

Client Support

PHONE
(877) 317-8966 or (952) 657-5931 Local

8:00am - 4:00pm Weekdays
Closed most major holidays

EMAIL
support@creditoradvocates.com

MAILING ADDRESS
PO Box 1264, Prior Lake, MN 55372

PHYSICAL ADDRESS
4719 Park Nicollet Ave SE #115, Prior Lake, MN 55372
Lobby hours vary (call for an appointment):
Typically 10:00 am - 4:00 pm Weekdays