I work in collections for a certain company that sounds like a woman. Since this is my first post, lets call me Mr. Collector.
With that being said, I have a few interesting points of frustration I have from all the crusties I call while working collections:
1. If we attempt to call you several times, it's probably a reason good enough to at least pick up the phone.
2. If you pick up the phone and bitch about us calling so much, just answer your phone so we can at least tell you why we are calling.
3. I'm going to ask you security questions - this is normal - I'm not stealing your identity - I'm not part of some conspiracy - I'm just trying to make sure that you are who you say you are and to protect you (ironically from yourself). If you feel worried about it, I'll give you a call back number so you can verify that I represent who I say I represent. If you feel bothered that someone asks you questions after they clearly say they work for my company after you call the number I give you, you might want to reconsider all that money you spent on getting educated.
4. Last four digits of your SSN# for verification is standard procedure. Neither I, nor anyone else, can use the last four of your SSN# to take your identity. I don't know how to explain this any plainer other than it's just four random numbers. The difference between four numbers and nine is quite large, last time I checked, so I can't even come NEAR to figuring out the rest, even if I wanted to. Besides, why would I want your information anyway? I'd at least try for someone who could pay their bills on time.
5. The legal limit on collection calls is 8 per day (once per hour, provided you don't answer your phone)- but if you answer once, you probably wouldn't have to listen to your phone ring eight times a day.
6. I realize you are frustrated for whatever reason, but keep in mind, I can't listen to you for 20 minutes while you whine, gripe, or bitch about why your life sucks or how much you hate me / my company / the debt / your mother / your dog. I have a resolve quota I must reach per day - that's my job (which means my job is making sure you are brought current and don't have problems any more, see how that works?). Just tell me why you can't pay, and I'll help you out. It's just that easy. If you can't pay, I have like a billion forms and stuff I can use to help you. If your information got screwed up, payment got misplaced, wrong number, etc., I have something I can use to fix it. If you still refuse to be helped (which has happened several times), you pretty much deserve what's coming to you.
There's so, so much more I could add here, but let's use this to start as a good kick-off point.