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 build a system to fundamentally change debt collection, so we created TrueAccord to turn collections into a recovery and reconciliation process.

What sets TrueAccord apart?

TrueAccord is reinventing debt collection. We are using automation and machine learning to communicate with consumers primarily through email to reduce the anger and stress that can be a part of the debt collection process. We understand that sometimes people are stretched thin financially. At TrueAccord we offer online tools giving customers choices to take control of and pay their debts.

Click here for information about our automated staff.

Why are you contacting me?

We are contacting you because an unpaid account in your name has been placed in our office for collection. We want to work with you to resolve your debt and get you onto the path of financial freedom.

I don't recognize this debt

If TrueAccord is reaching out about a debt you do not recognize, you can dispute your debt or contact us by emailing support@trueaccord.com or calling us at (866) 611-2731 from 7:00 am to 5:00 pm PST (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 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 7:00 am to 5:00 pm PST (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 We Talk to Our Customers.

At TrueAccord we talk to our customers in a variety of ways. Emails, letters and calls are just a few of the methods we use.

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. So 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
  • Sam Geary
  • Susan Anderson
  • Thomas K
  • Teresa Zuniga

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 account holder without 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 account holder.

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 agent verifies that they are speaking with the account holder, the agent can explain the status of the account and answer any questions you may have about your debt.

When a consumer refuses to verify their identity, this often puts a strain on the conversation. The called party, often out of fear they will be scammed, will not share any information, and the collector, by law, cannot share any information until they confirm with personal identifying information that they have the correct consumer on the phone.

If you are an account holder and you feel uncomfortable sharing your information over the phone, you can use your TrueAccord account number and evaluate your options on our website.

If you are a family member, friend or employer of the consumer, you are considered a “third party.” Without the consent of the account holder, a debt collector cannot give third parties any information about the reason for the call. In fact, the law only permits the agent to reveal the name of the debt collection company, if asked by the third party.

What are 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.

  1. Click the links in the emails we send you to visit our website.
  2. If you have your TrueAccord account number handy, you can click here and enter it to visit our website.
  3. Send an email to support@trueaccord.com.
  4. Call us at (866) 611-2731 from 7:00 a.m. to 5:00 p.m. (M - F)

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 choose to mail in payment, please ensure that the check, money order, or cashiers check includes your TrueAccord account number 47-XXXX-XXXX. Checks should be payable to TrueAccord and sent to the following address:

TrueAccord
303 2nd Street
Suite 750 South Tower
San Francisco, CA 94107

We appreciate knowing that you mailed a payment, let us know by phone or email so we can note your account.

I can't pay right now, so what do I do?

We believe customers want to honor their obligations and 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 contact us and let us know.

How do I stop email communication (Unsubscribe)?

Do you no longer wish to receive emails from TrueAccord? You can stop email communication by:

  1. Clicking the Unsubscribe link at the bottom of any email you have received.
  2. Calling (866) 611-2731 from 7:00 am to 5:00 pm PST (Monday - Friday)
  3. Emailing support@trueaccord.com

Regardless of how you choose to notify us, we will honor all requests to stop further email communication. Once you’ve submitted a request to stop emails from TrueAccord, please allow 48 hours for processing.

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

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 303 2nd Street, Suite 750 South, San Francisco, California 94107.

What are your office hours?

Our office hours are 7am to 5pm PST, Monday to Friday.

Credit Reporting

Does TrueAccord report to credit bureaus?

TrueAccord does not report to the credit reporting agencies.

How will my debt placed with TrueAccord affect my credit score?

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).

What will happen to my credit score if I pay/don’t pay?

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.

How long does it take to see an update on my credit report?

TrueAccord does not report to the credit reporting agencies. The account owners that place accounts with TrueAccord that do report will notify the appropriate credit reporting agency of any changes to the tradeline as required by law. Updates can take 60-90 days to show on your credit report. For more information please contact the credit reporting agencies directly (Equifax, Experian, TransUnion).

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?

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 7am to 5pm PST, Monday to 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.

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