A Debt Collector Is Harassing Me

Your creditors (people you owe money to) are allowed to take reasonable steps to collect the debt, including hiring a Collection Agent. However, a debt collector can’t threaten, coerce, intimidate or harass you, a member of your household, a neighbour or friend, or your employer by:

calling too often or at inappropriate times;

• using threatening, profane, intimidating or coercive language;
• exerting undue, excessive or unreasonable pressure;
• publishing or threatening to publish your name and failure to pay.

The debt collector must make reasonable efforts to first contact you in writing about the debt and then deal with you at home (not work-except once if they can’t reach you at home) from 7 am to 9 pm Monday to Saturday, or 1 pm to 5 pm on Sunday. They can’t call you on statutory holidays.

You can also insist that the debt collector deal with you only in writing or through your lawyer, if you have one.

First steps

1. If a professional debt collector is breaking one of the rules described above, tell them so. If they don’t stop, record the dates, times and content of the communications they have with you and others about the debt. (Consider using the free Star-57 (dial *57) program from Telus to trace calls made to you from the debt collector).
2. Try to negotiate payments with the debt collector. He or she will want to know your financial circumstances (income, expenses, assets and liabilities). You should not agree to a payment that deprives you or your family of basic needs or give out personal information other than financial information.
3. If you are unable to negotiate a repayment plan with the debt collector, see the section of this guide entitled, “I don’t have enough money to pay my debts” on page 22.
4. If a Collection Agent is using unreasonable debt collection methods, contact Consumer Protection BC at 1-888-564-9963 and ask to speak with the Complaints Manager for the collection agency you are dealing with.

Student Loans

For information about unreasonable debt collection practices concerning student loans, call:

1. 1-800-667-0135 about federal student loans, or
2. 1-250-387-6100 about provincial student loans.

What happens next

If you contact BPCPA, the Complaints Manager will contact the collector if he or she feels the practice is unreasonable and ask the collector to stop the practice. The BPCPA can also require the collector to follow a compliance order to stop future unreasonable practices.

If you suffer loss or damages because of the unreasonable practices of a collector, you can sue them in Provincial (Small Claims) Court. See “I need to take someone to court” on page 5 in this Guide.

Where to get help

See Part 2- Resources, starting on page 43, for a list of helpful resources. Your best bets are:

• 14-Consumer Protection BC.
• 31-LawLINE.
• 1-Access Justice, #34-Lawyer Referral Service, #51-Salvation Army Pro Bono Lawyer Consultation Program, #45-Private Bar Lawyers.
• 35-Legal Services Society Publications: “Consumer Law and Credit/Debt Law”.
• 33-Law Students’ Legal Advice Program (See “Chapter 10- Creditors’ Remedies and Debtors’ Assistance”, for useful information on “Harassment by Debt Collectors”).

Before meeting with a lawyer or advocate, complete the form, Preparing for Your Interview, in Part 3 of this Guide (page 57). Make sure you bring copies of all documents relating to your case.

Debt collectors sometimes threaten to take your house, car or other property. They can only do so with a court order or if the property was used to “secure” the debt. If you are threatened in this way, get a copy of the loan agreement, the name of the collection agent and contact Consumer Protection BC (see page 45 in this guide).