Credit and Collection Industry Complaint Resolution Exceeds National
Average; ACA Proud of New Statistics
Better Business Bureau Report Finds Industry Resolved 85% of Complaints in 2009
Minneapolis, MN (Vocus) March 26, 2010 -- A little known fact about the credit and collection industry; the
ACA cares very deeply when bad actors cross the line by breaking the law or treating consumers disrespectfully.
As an industry, it is working diligently and expeditiously to resolve consumer complaints.
According to the Council of Better Business Bureau’s (BBB) 2009 annual report on complaints released in early
March 2010, the collection industry resolved 85 percent of the complaints it had received, compared to the
average of 73.8 percent among all industries tracked by the BBB. “Effective complaint resolution helps
consumers find answers to their questions and reduces the likelihood and expense of adjudication through the
legal process,” said ACA International CEO Rozanne Andersen.
Since 2002, the credit and collections industry has resolved an average of 82.5 percent of the complaints filed
with the BBB-exceeding by 11.5 percent the average of complaint resolution by all industries. From 2002-2009,
all other industries resolved on average 71.45 percent of the complaints received.
“We are proud of our rate for complaint resolution, but we are pushing ourselves to do better," said Andersen.
"That’s why we are meeting state attorneys general, regulators and others to better assess consumer complaints
and ensure that, as an industry, we better understand and diligently address them."
Consumers have important rights when dealing with a collector as they work to resolve their debts and ACA
International wants to help. For information on consumers’ rights under the law and how to communicate
effectively with collectors to resolve debts, visit askdoctordebt.com. Created by ACA International Education
Foundation, askdoctordebt.com is a valuable, comprehensive and straightforward tool that helps consumers fin