Complaints about harassment by bill collectors are increasing

NEW YORK (AP) — After several years in which Americans were buying stuff on credit they couldn’t afford, a rapidly increasing number are complaining about getting harassed and abused by bill collectors.

Nearly 71,000 people filed such complaints with the Federal Trade Commission last year, roughly double the number in 2003. In addition, more than 14,000 complained to the Better Business Bureau. Thousands more lodged grievances with state and city officials.

“And it is going to get worse,” warned David Polino, a BBB expert on collection agencies and president of the BBB chapter in upstate New York. “With the recession, with the horrible credit problems, this is going to be off the charts.”

Regulators and consumer groups say the rise in complaints reflects the rapidly increasing number of Americans who took on more debt than they could handle during the free-spending, easy-credit days that preceded the current economic crisis. The complaints are also being attributed to the explosive growth in the number of companies that buy up bad consumer debt at a discount and try to collect whatever they can.

U.S. law allows creditors to take aggressive steps to collect a debt, including going to court to freeze a debtor’s bank accounts. But there are also rules: They may not call before 8 a.m. or after 9 p.m. They may not repeatedly use the phone to annoy you. They cannot curse or threaten to have you arrested. They cannot lie about the likelihood of legal action, or tack on unwarranted charges.

People who owe money are often themselves rude and abusive to bill collectors, use obscene language and hurl death threats. But under the law, bill collectors are not allowed to respond in kind.

Nearly 39 percent of the people who complained to the FTC last year accused an agency of either demanding a larger payment than legally allowed, or seeking money they didn’t owe at all.