Frequently Asked Questions
General FAQs
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 fundamentally change the debt collection experience, so we created TrueAccord to turn collections into a recovery and reconciliation process.
RMAi Certification Number: P1503-1102 RMAi 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.
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 link in your emails. You can also contact us by emailing support@trueaccord.com or calling (866) 611-2731.
Is TrueAccord a legitimate company?
TrueAccord's 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!
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.
I don’t recognize the creditor. How can I see the original creditor?
You can see your original creditor in the initial communication we send you, and in some subsequent emails as well. You can also click on the “More information about my account” link in the footer of our emails to see this information.
As always, you can also contact us by emailing support@trueaccord.com or calling (866) 611-2731.
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.
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 it please email us at support@trueaccord.com or call us at (866) 611-2731 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.
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 “trueaccord.com.” Some examples of what will appear when you hover over the email address for a legitimate email from TrueAccord:
- melinda@trueaccord.com
- marketing@trueaccord.com
When you hover over the email address and see anything else, it is not from TrueAccord. Examples of emails that are NOT from TrueAccord:
- elias.true.accord.com
- peter@gettrueaccord.com
- kim@truaccord.com
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.
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
How do I unsubscribe my email address?
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 9:00 AM to 7:00 PM ET (Monday – Friday) 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 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 in several ways.
- Click the links in the emails we send you to visit our website.
- If you have your TrueAccord account number handy, you can visit our website and access your account using your account number. Your TrueAccord number is found in our emails or letters and formatted as 47-XXXX-XXXX.
- Send an email to support@trueaccord.com.
- Call us at (866) 611-2731 from 9:00 AM to 7:00 PM ET (Monday – Friday).
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 (ACH)
- 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
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 9:00 AM to 7:00 PM ET (Monday – Friday) 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 support@trueaccord.com or calling (866) 611-2731. We're available 9:00 AM to 7:00 PM ET (Monday – Friday).
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 from 9:00 AM to 7:00 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.
How do I dispute this debt?
You can dispute your debt or contact us by emailing support@trueaccord.com or calling us at (866) 611-2731 from 9:00 AM to 7:00 PM ET (Monday – Friday). Our team is on hand to answer questions and help you get this balance 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.
How can I contact you?
The best way to get in touch with us is to send us an email at support@trueaccord.com or call us at (866) 611-2731. We look forward to speaking with you.
What is your mailing address?
TrueAccord's mailing address is 16011 College Blvd, Suite 130, Lenexa, KS 66219.
What are your office hours?
Our office hours are 9:00 AM to 7:00 PM ET (Monday – Friday).
Why am I getting voicemails 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 your 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 from 8:00 AM to 8:00 PM ET (Monday – Friday).
Web Push Notifications
How do push notifications work?
During one of your visits to trueaccord.com, you allowed TrueAccord to push notifications to one or more of your devices. Notifications can only be pushed to devices that you previously approved by subscribing. Our notifications do not disclose any debt information but send a link to a message about your account.
How do I unsubscribe from push notifications?
To unsubscribe from push notifications, you can email us at support@trueaccord.com or call us at (866) 611-2731 during our office hours of 9:00 AM to 7:00 PM ET (Monday – Friday).
How do I turn off push notifications in my browser?
If you use the Chrome browser, click here to view instructions on how to turn off push notifications.
If you use the Firefox browser, click here to view instructions on how to turn off push notifications.
Resources
Debt Collection Resources
- https://www.consumerfinance.gov/consumer-tools/debt-collection/
- https://www.consumer.ftc.gov/topics/dealing-debt
- https://www.consumer.gov/debt
- https://www.usa.gov/debt
- Receivables Management Association International:https://rmaintl.org/consumers/
- Illinois residents: http://www.illinoisattorneygeneral.gov/consumers/debtcollection.html
- Find your AG: http://www.naag.org/naag/attorneys-general/whos-my-ag.php
Credit and Financial Literacy Resources
- https://www.nfcc.org/
- https://www.consumercredit.com/our-services/credit-counseling
- https://www.nefe.org/
- https://www.nerdwallet.com/blog/finance/nerdwallets-top-10-financial-literacy-credit-counseling-organizations/
- http://financialliteracy.rocks/