Frequently
Asked Questions
General
What is TrueAccord?
TrueAccord is a debt collection company started by people who had experienced bad treatment in the debt collection process. We recognized an opportunity to build a system to fundamentally change debt collection, so we created TrueAccord to turn collections into a recovery and reconciliation process.
RMA Certification Number: P1503-1102
RMA Business Certification Number: C1901-1123
Contact: Chief Compliance Officer Kelly Knepper-Stephens at support@trueaccord.com
Why am I being contacted by TrueAccord?
We are contacting you because an unpaid account in your name has been placed with us for collection. We want to work with you to resolve your debt, and we offer an easy way to do so online on your own time. You’ll be able to create your own payment plan, see your account information, make payments, explore hardship options, or dispute the debt. To see all available options, click on the link in our emails. You can also reach out to us by emailing support@trueaccord.com or calling (866) 611-2731 (TTY 711).
Did TrueAccord purchase my debt?
TrueAccord is a licensed third party debt collection agency. We work with clients who place accounts for us to collect on their behalf. TrueAccord does not purchase debts nor does it own your debt.
If you have more questions about your account, you can access it by clicking the links in your emails. You can also contact us by emailing support@trueaccord.com or calling (866) 611-2731 (TTY 711) .
How secure and private is your website?
TrueAccord is serious about data security. We seek to implement the best practices in data collection, storage, processing, and security to protect against unauthorized access and disclosure. TrueAccord protects your personal information during transit using encryption such as Transport Layer Security (TLS) and at rest using encryption such as AES 256. When your personal data is stored by TrueAccord, we use computer systems with limited access housed in facilities using physical security measures.
Unfortunately, no data transmission over the internet or any wireless network can be guaranteed to be 100 percent secure. While we strive to protect your information, you acknowledge that: there are security and privacy limitations beyond our control; the security, integrity, and privacy of any and all information exchanged between TrueAccord and our customers cannot be fully guaranteed. For more information see our Privacy Policy.
Account Information
How can I see the original creditor? I don’t recognize the creditor.
You can see your original creditor in the initial communication we send you, and in some subsequent emails as well.
As always, you can also contact us by emailing support@trueaccord.com or calling (866) 611-2731 (TTY 711) to ask for more information about your account.
What happens if I just ignore all TrueAccord communications?
At TrueAccord, we strive to reimagine debt collection as customer-focused and empathetic. That’s why we pride ourselves on our technology and content strategy to reach out to customers like you respectfully and in the least disruptive channels possible. We want to help you resolve your account and improve your financial wellbeing. Our online tools make it easy to see your options and create your own payment plan, so you can customize how much and how often you can make payments towards resolving your account.
As a debt collection agency, we may have a limited amount of time to work with you where you’ll get access to our online tools, flexible payment arrangements and digital communications. After our time is up servicing your account, some creditors may choose alternative ways to collect on the balance, including placing it with another collections agency.
We hope you give us a chance to help you resolve your account with us, and experience collections hassle-free. Don’t just take our word for it—read what our recent customers have written about us on our Google reviews.
I am getting emails from TrueAccord about two different debts. How can I find more information about them?
There may be instances where more than one account in your name is placed with TrueAccord for collection. We are working hard to create an online experience for those customers that have more than one account placed with us, but for now the best way to learn more about the debts is to reach out to our Customer Engagement team at (866) 611-2731 (TTY 711) , or you can email them at support@trueaccord.com.
Where can I find my account number?
Your account number is included in the emails that we send you. Your account number starts with 47 and is formatted like this: 47-XXXX-XXXX.
If you have trouble locating your account number please email us at support@trueaccord.com or call us at (866) 611-2731 (TTY 711) so that we may help you.
Why am I being asked for my personal information?
Under the Fair Debt Collection Practices Act (FDCPA), a debt collector is generally not permitted to disclose information about a consumer’s account to anyone other than the consumer without their consent. So, when a debt collector gets someone on the phone, the collector is obligated to verify that the person they are speaking with is the consumer or an authorized party of the consumer. This is often done by verifying a combination of information such as:
Full Legal Name
Date of birth
Last four digits of a Social Security Number
Complete mailing address
Once the customer service representative verifies that they are speaking with the consumer or an authorized party of the consumer, they can explain the status of the account and answer any questions you may have about your debt.
When a person refuses to verify their identity, the customer service representative, by law, cannot share any information until they confirm with personal identifying information that they have the correct person on the phone.
If you feel uncomfortable sharing your information over the phone, you can use your TrueAccord account number and evaluate your options on our website. Generally, if you are a family member, friend or employer of the consumer, you are considered a “third party.” Without the consent of the consumer, a debt collector cannot give third parties any information about the reason for the call. The law only permits our customer service representative to reveal the name of the debt collection company, if asked by the third party.
Communications
How does TrueAccord communicate with customers?
At TrueAccord we communicate with our customers in a variety of ways, primarily using digital channels, like email and text message, or through letters and phone calls as well. To validate that a communication you received came from TrueAccord, please read our FAQ titled How do I know your emails are secure and aren’t phishing attempts?
How do I know your emails are secure and aren’t phishing attempts?
It’s important to be vigilant about email phishing attempts and scams. To help determine that an email from TrueAccord is legitimate, always check the sender name. Use your cursor to hover over the sender’s email address to make sure that it is from “http://trueaccord.com .” Some examples of what will appear when you hover over the email address for a legitimate email from TrueAccord:
When you hover over the email address and see anything else, it is not from TrueAccord. Examples of emails that are NOT from TrueAccord:
In addition, we will never ask you to provide personal or financial information over email or text message. If you are creating a TrueAccord account through our website or logging into your TrueAccord account, we will ask you for your TrueAccord account number. Your account number is included in the emails that we send you. It starts with 47 and is formatted like this: 47-XXXX-XXXX. If you have trouble locating your account number, please email us at support@trueaccord.com.
When you call our office (866) 611-2731 (TTY 711), we will ask you to provide personal information so that we can verify that we are speaking to you before discussing your account.
How do I unsubscribe my email?
If you no longer wish to receive emails from TrueAccord, you can click on the Unsubscribe link at the bottom of our emails.
You can also call us at (866) 611-2731 (TTY 711) from Monday – Friday 9 AM ET – 7 PM ET and ask us to unsubscribe your email address.
Please note that unsubscribing will prevent us from contacting you via email, but we may attempt to reach out to you on different channels.
How do I resubscribe my email?
If you have unsubscribed from our emails, you will have to resubscribe to receive them again. When you unsubscribe, you do not receive any emails from TrueAccord, including our educational content.
You can resubscribe by emailing support@trueaccord.com or calling (866) 611-2731 (TTY 711), Monday – Friday 9 AM ET – 7 PM ET.
I'd prefer to be contacted through other channels like text message or physical letter. How do I make that request?
If you prefer to receive text messages or letters about your account instead of emails, a Customer Engagement representative will be happy to update your communication preferences. Please email support@trueaccord.com or call (866) 611-2731 (TTY 711), Monday – Friday 9 AM ET – 7 PM ET.
Why am I getting voicemail messages from TrueAccord? Are they legitimate?
You are receiving a voicemail from TrueAccord because you may have an unpaid account in your name that is in collections. Your phone number is associated with the account, which is why you received a voicemail on the number you did.
We sent you a voicemail because we want to help you resolve this debt. You could sign up for a payment plan and pay off the balance on your own time.
The voicemails are legitimate.
View our Better Business Bureau profile and our Google reviews. Our mission is to empower those that are in debt. We strive to communicate with our consumers with kindness and empathy.
You can reach out to us by emailing support@trueaccord.com or calling (866) 611-2731 (TTY 711).
What is an automated agent?
To assist our team in reaching our customers efficiently and consistently we sometimes use automation software to schedule and send messages. These messages have all been written and reviewed by a TrueAccord team member but are sent automatically by our software.
To provide meaning, our automated messages use virtual sender names. These virtual sender names are grouped and referred to as our “Automated Staff”. We believe transparency increases trust, removes hidden agendas and provides a better customer experience. To act according to this conviction we’re publishing a directory of our automated staff names so that you, the customer, can be sure that when you receive a message from us its authenticity can be verified.
TrueAccord Automated Staff
Aaron Munoz
Amrita Singh
Anil Patil
Charlie Maxwell
Daryl Washington
Deanna Hill
Eric Lee
Gabriel Vasquez
Isabel Orozco
Joseph Jefferson
Melinda Brewer
Nolan Davis
Peter Martin
Susan Anderson
Teresa Zuniga
- Penelope S
Payments
How do I see my payment options?
At TrueAccord, we offer a number of flexible payment options that you can customize to fit your needs. We are happy to discuss payment options with you. Our goal is to help you get this matter resolved as soon as possible.
You can learn about your payment options using several methods.
- Click the links in the emails we send you to visit our website.
- Send an email to support@trueaccord.com.
- Call us at (866) 611-2731 (TTY 711) from Monday – Friday 9 AM ET – 7 PM ET.
What payment methods do you accept?
Depending on your account, some of these payment methods may be available:
- Visa or MasterCard credit and debit cards
- Bank Transfer
- Mailed in Check, Money Order, or Cashiers check.
If you mail your payment using a check, money order, or cashiers check, it should be payable to TrueAccord and include your account number on it. Your TrueAccord account number is found in our emails or letters and formatted as 47-XXXX-XXXX.
You can send your payment to:
TrueAccord
16011 College Blvd
Suite 130
Lenexa, KS 66219 USA
We appreciate knowing that you mailed a payment. Let us know by phone or email so we can note your account. You can call us at (866) 611-2731 (TTY 711) from 9 AM ET – 7 PM ET (M – F) or email us at support@trueaccord.com.
What if I’m unable to pay right now?
We believe customers want to honor their obligations and we understand that financial circumstances can make this difficult. Let’s work together to find a solution that will allow you to resolve your account. If you can’t pay right now, please let us know by emailing us at support@trueaccord.com or call us at (866) 611-2731 (TTY 711) from Monday – Friday 9 AM ET – 7 PM ET
How do I change the date of my next payment in my plan?
If you have automated payments set up, you’ll see a link for “Change the date of your next payment” in the reminders we send regarding your upcoming automated payment.
On your payment plan management page, you can change the date up to 7 days from the original payment date.
If you want to change the date of your next payment more than 7 days from the original payment date or just prefer to speak to a member of our team about your plan, please call our customer service team at (866) 611-2731 (TTY 711) from 9 AM ET – 7 PM ET Monday – Friday.
If you are not on payment plan that has automated payments, please call into our customer service team at (866) 611-2731 (TTY 711) from 9 AM ET – 7 PM ET Monday – Friday and we will be happy to help you adjust your next payment date.
How do I set up automatic payments for my payment plan?
If your plan doesn’t have automatic payments set up yet, here are a few ways to get started:
- Email reminder: Open your latest payment reminder email and click the “automatic payments” button. This is the quickest and easiest way to streamline your payments.
- Letter: If you received a letter, visit the website provided in the letter to access your account information and follow the steps to set up automatic payments.
- Phone support: You can also call our customer service team, and a representative will help you set up automatic payments over the phone.
These options make it easy to stay on top of your payments!
How can I check how much I’ve paid on my payment plan?
You have a few options to view your payment history:
- Email reminder: Check the payment plan reminder emails we send. Each email has a link to your payment plan dashboard, where you can view your payment schedule, billing method, and total amount paid.
- Website: You can also visit our website to access your payment details directly from there.
- Phone support: If you prefer, call our customer service team and a representative will provide information about your payments.
Disputes
What if I don't recognize this debt?
If TrueAccord is reaching out about a debt you do not recognize, you can dispute your debt by contacting us via email at support@trueaccord.com, live chat on the website or calling us at (866) 611-2731 (TTY 711) from 9 AM ET – 7 PM ET Monday – Friday. Our team is on hand to answer questions and help you get this matter resolved.
While you may have different rights under the law where you reside, it is TrueAccord policy to honor all disputes, no matter how they come to our office. If we receive a dispute over our website, over the phone or in writing, we put the account on hold and do not resume collection activity until we have provided validation documentation as required by the FDCPA.
What happens after I submit my dispute?
Can I cancel my dispute?
Yes, if you have determined that the debt is valid and would like to cancel your dispute, please email us at support@trueaccord.com or call us at (866) 611-2731 (TTY 711) from 9 AM ET – 7 PM ET Monday – Friday to submit your cancellation request.
