Frequently
Asked Questions

General
Account Information
Credit Reporting

Communications
Payments
Disputes

Resources

General

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

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.

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

TrueAccord is an A rated Better Business Bureau (BBB) accredited company.  Our mission is to empower consumers to improve their financial health. We do this by making debt collection customer-focused and as easy as possible. Don’t just take our word for it—read what our customers have to say on our Google reviews too!

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

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 to ask for more information about your account.

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.

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, or you can email them at  support@trueaccord.com.

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 so that we may help you.

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.

Credit Reporting

No, TrueAccord does not report to credit bureaus, but your account owner may report updated information as required by law to the credit reporting agencies. For more information about how your score would be affected, please contact one of the three credit reporting agencies: Equifax, Experian and TransUnion.

TrueAccord does not report to the credit reporting agencies; however, the owner of an account in our office may report the account to the credit reporting agencies. For more information about how your score would be affected, please contact one of the three credit reporting agencies (Equifax, Experian, TransUnion).

TrueAccord does not report to the credit reporting agencies. If the owner of your account credit reports, they will notify the appropriate credit reporting agency of any changes to the tradeline as required by law. Updates can sometimes take more than 90 days to show on your credit report. For more information please contact the credit reporting agencies directly (Equifax, Experian and TransUnion).

We cannot speculate on the impact a payment or non-payment would have on your credit report, credit worthiness, or credit score. You can contact one of the three credit reporting agencies for more information (Equifax, Experian, TransUnion). To learn more about your rights in terms of credit reporting, visit the FTC’s post about Credit and Your Consumer Rights.

Communications

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?

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 , we will ask you to provide personal information so that we can verify that we are speaking to you before discussing your account.

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 from Monday – Friday 8 AM ET – 8 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.

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, Monday – Friday 8 AM ET – 8 PM ET. 

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, Monday – Friday 8 AM ET – 8 PM ET.

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. 

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

Payments

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.

  1. Click the links in the emails we send you to visit our website.
  2. Send an email to support@trueaccord.com.
  3. Call us at (866) 611-2731 from Monday – Friday 8 AM ET – 8 PM ET.

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 from 8:00 a.m. to 8:00 p.m. ET (M – F) or email us at support@trueaccord.com.

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 from Monday – Friday 8 AM ET – 8 PM ET

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 from 8 AM ET – 8 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 from 8 AM ET – 8 PM ET Monday – Friday and we will be happy to help you adjust your next payment date.

Disputes

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 from 8 AM ET – 8 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.

Once we receive your dispute, we will cease collection activity until we can provide you with documentation to verify the debt. Depending on the debt, verification can include an account statement, a signed contract, a payment history, or other similar documentation. If we need additional information to investigate your dispute, we will contact you.

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 from 8 AM ET – 8 PM ET Monday – Friday to submit your cancellation request.

Resources

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