For the first nine months of this year, the national Association of professional collection agencies (NAPCA) has processed 2.7 thousand complaints from borrowers, by the end of 2016, this number could be closer to 4 thousand For comparison: during the whole of last year, NAPCA has addressed 3 thousand Russians, dissatisfied with the work of collectors, the newspaper “Izvestia” with reference to the Chairman of the control Committee NAPCA Dmitry Teplitsky.

However, according to the Association, despite the rise in claims to the reservoirs, the proportion of complaints of ill-communication, threats to life, health and property damage have decreased significantly. According to estimates NAPCA, really illegal methods of recovery are only related to 4%, and 15% of disgruntled citizens experience psychological discomfort when communicating with the claimants, even if they do not violate the code of ethics.

Activists, calling themselves depressants say in this regard that debt collectors do become more polite when calling from work phone. For threats they now use the “left” room. With the introduction of records of collection agencies operators, in spite of the insults of the borrowers, end the conversation politely. But then the call from unregistered phones to settle scores.

“The share of complaints on the incorrect collection methods (hard-complaints) is reduced”, – said the publication Teplitsky. According to him, if at the end of 2015 the share of “heavy” complaints accounted for 31%, now – 19%.

This year NAPCA identified “psychological discomfort” in a separate category. It is possible to get complaints about disrespectful treatment, too frequent calls, SMS incorrect, and the text of the appeal and the record shows that the actions of claimants do not go beyond the law and ethical code.

“Most of such complaints does not apply to agencies within NAPCA, and even refers to the collectors. Almost half of them associated with the actions of the creditors themselves, primarily microfinance institutions (MFIs). Information on these companies, we regularly pass on to the Prosecutor,” says Teplitsky.

He also notes that there are instances when debtors come up with scary stories about the collectors, who then officially declared to be untrue.

On the market of collection services is recertification of personnel and the revision of internal standards, noted by the interviewed experts. So, the Director of “CH invest” Vladislav Lysenko recalled that professional claimants are preparing for the entry into force of the law “On protection of the rights of individuals in carrying out activities to repay outstanding debt.” This should happen in January 2017.

CEO antikollektorskogo Agency Vadim glovatskiy confirms that in recent time, collectors really began to communicate more politely and correctly. However, the meaning of their calls remains the same, so they also irritate the borrowers.

According to him, the aggressive bouncers working in microfinance institutions. Among claimants there is a misconception that to seek payment of small amounts easier. But it is not, experts say.

In the Department for the protection of financial services consumers and minority shareholders of the Bank of Russia for the first three quarters of 2016, received more than 500 complaints related to the issues of assignment of debt (statistics on non-Bank financial institutions).

The growth in the number of calls in the first quarter of 2016 compared with the same period in 2015 amounted to 68%, in II quarter – 96%, in the third quarter – 25%, and over three quarters of the 55%.
The Central Bank is explained by the increase in General awareness of the citizens about the fact that there is also possible to send the complaint or appeal.

About 10 million Russians have outstanding loans, of which about 8 million in overdue loans. Collection market in Russia established in 2004 and until the end of the current year is regulated by the law “On consumer credit”, which provides for only modest fines – up to 10 thousand rubles. In addition, in 2014, complaints against collectors received by the service for the protection of the rights of consumers of financial services the Central Bank.



Izvestia: collectors become less rude, but the complaints against them became more 27.10.2016

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