Debt collectors have heard it all—every excuse under the moon (and some even more outlandish than a werewolf’s howl). As Halloween approaches, we’re unearthing the most common debtor excuses and how to handle them. From vanishing payments to ghosted phone calls, here’s how to handle these frightful excuses with professionalism, empathy, and a touch of humor.
“I Paid That Already…”
Some debtors claim their payment has mysteriously vanished as if swept away by a ghostly hand. While it’s tempting to think there’s a supernatural force at work, this is a classic excuse.
How to Handle It:
Remain calm and offer to investigate. Politely ask for proof of payment, such as a receipt or bank statement. Often, the request for documentation will clear up any confusion—or prompt the debtor to acknowledge the oversight. Reassure the debtor that you’re there to help and guide them through the process, whether it’s verifying a payment or setting up a new plan.
“I Never Got the Bill—It Must Have Gotten Lost!”
As classic as a vampire cape, this excuse is a go-to for those who claim their bills were lost in transit. Whether they’re blaming a full moon or a malfunctioning postal service, this excuse can be frustrating.
How to Handle It:
Acknowledge the claim and offer to resend the bill immediately. Mention any alternative communication methods, such as email or a payment portal, to ensure they receive future notifications. By providing more accessible ways to manage their debt, you’ll leave no room for excuses and can keep the conversation moving forward.
“I Can’t Talk Right Now…”
Sometimes, the excuses get downright bizarre. Whether it’s a family emergency, a sudden alien invasion, or a zombie apocalypse, some debtors try to avoid calls with creative distractions, stating that they cannot talk at the moment.
How to Handle It:
Stay polite and flexible. Offer to schedule a follow-up call at a more convenient time. Demonstrating flexibility and a willingness to work with their schedule can ease tensions and give them fewer reasons to avoid future conversations. However, don’t let them ghost you! Send follow-up reminders to ensure the debt resolution process doesn’t stall.
“I’m Completely Broke!”
This is one of the most common excuses, and it’s often used as a way to delay payment indefinitely. While some debtors are genuinely facing financial hardship, others may exaggerate their situation in hopes of avoiding payment.
How to Handle It:
Approach the situation with empathy. Offer to discuss alternative payment arrangements, such as a reduced payment plan or a temporary hold. Show that you understand their situation and are willing to work with them to find a solution. Being understanding will help build trust, but be sure to document the conversation and agree on a realistic payment schedule.
“Everything Keeps Going Wrong!”
When life gets spooky, debtors often feel like the world is conspiring against them. Bad luck excuses, like unexpected expenses, job loss, or family emergencies, are common—and sometimes legitimate.
How to Handle It:
Respond with understanding, but stay focused on solutions. Ask about their current situation and see if there’s a way to adjust the payment plan to accommodate their circumstances. Offering a lifeline—such as extending deadlines or creating manageable payment plans—can turn a challenging debtor into a cooperative one.
“I Thought This Debt Was Gone”
Some debtors mistakenly believe their debt is long gone, often thinking that enough time has passed for it to vanish like a ghost at night. This is a common excuse for old debts that suddenly resurface.
How to Handle It:
Explain the situation clearly and provide details about the debt, such as the original loan date or the last payment made. Stay factual and offer solutions for resolving the issue, whether that’s settling the debt for a reduced amount or setting up a payment plan. A gentle reminder of their responsibility, combined with a clear path forward, can help them see that this debt isn’t going to disappear into the ether.
No Need to Be Spooked by Excuses
While these are just a few debtor excuses and how to handle them, you can handle them with the right approach. As Halloween approaches, don’t be afraid to tackle those eerie excuses—because when handled properly, even the most bone-chilling scenarios can lead to successful resolutions.
Did you know that TEC Services Group offers solutions like real-time voice analytics that can help your team perform at its best? We can help take the scariness of compliance worries off your plate with solutions tailored to your agency or organization. Just call 941.375.0300.
