CNN Spins Words of Ex-Debt Collectors into "Confessions"
Last week CNN Money published a slideshow of ten ex-debt collection workers’ experiences in the industry centered on “in their own words” accounts of why they left the profession.
The absence of any overt editorial framing by CNN appears on the surface of things to present these former debt collectors in a disinterested manner. But calculated editorial decisions were in fact made to draw readers into the content through understated sensationalism and, once hooked, color their perceptions of the accounts receivable management industry in the same worn-out coat of paint as so many previous accounts of third party debt collectors.
First consider the title of the piece, "Confessions of Former Debt Collectors." To confess is to acknowledge, avow, or admit. The object of those admissions is typically one of two things: guilt or sin. Might CNN’s “unfiltered” exhibition of one-time collection agency representatives have been received differently had the words “stories” or “narratives” or “anecdotes” been substituted for “confessions?”
Second, not until the fifth slide do readers encounter a positive (or even neutral) account of a debt collector’s experience. On the contrary, the first four profiles describe anti-social (Mel: “I had a black heart.”), cruel (Alexis: “Collectors I knew regularly held contests to see who could make the most people cry in one day.”), sickening (“…he [the debtor] winded up going home and shooting himself.”), and illegal behavior (Anonymous: “One of the guys in a nearby cubicle called up debtors and posed as a legal counsel”). And even when a past collector demonstrates ethical business practices (Mike: “I didn't try to scare people or take advantage of peoples' ignorance by threatening things like eviction even though we weren't allowed to evict someone.”), his section concludes with a knotty sentiment: “And there's no point in telling a deadbeat they're a deadbeat. They already know it.”
Well, Mike, how about not calling them “deadbeats” in the first place? They’re debtors, just like millions of other Americans.
It’s not my job (or inclination) as an editor and writer to play apologist for the ARM industry. Even as I remain skeptical of the kinds of journalistic sleight of hand I believe are being deployed in the CNN Money example, there is undoubtedly some legitimacy to at least some of what these people have to say. And it would be wise for owners and executives in the collection industry to use these less than ideal accounts—as well as the slew of reader comments, Diggs, Tweets, and Facebook shares—as a teaching moment that starts with holding a mirror up to their own companies' training, monitoring, and collection practices.
Notwithstanding my advice to the ARM industry, I’m not quite ready to grant CNN a full pardon or total absolution for its "Confessions." "News" like this surely gives the lie to the idea that third party collection agencies operate in a vacuum. Debt collectors do what they do through contractual agreements with creditors—banks, card issuers, hospitals, automotive lenders, etc. And while those financial sectors have certainly taken their public relations body blows since the fall of Lehman Brothers in September 2008, credit grantors are rarely taken to task for initiating collection action against consumers.
While the analogy isn’t entirely copasetic, some consumers’ responses to the horrific BP oil spill—to boycott the 11,000 service stations across the U.S. that sell BP gasoline but are almost entirely owned and operated by local businesspeople—seem eerily akin to how many consumers react to a collection notice (sent on behalf of their credit card company).
And I’d wager that some percentage of boycott participants drove their shiny SUVs to protest rallies outside gas stations in their own communities, just as some consumers file online complaints to the FTC about debt collectors with one hand while the other feverishly types credit card information into the billing address field of BuyMoreStuffRightNow.com.
Michael Klozotsky is managing editor of insideARM.com. He can be reached by email.
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Comments
Comment from John Rousseau on July 21, 2010 at 12:33PM EST
CNN as usual does an inadequate job in almost everything they report because of their obvious bias; I wish the employers of these confessional folks would report their fees for the last 12 months as I have been doing this stuff for 42 years and could tell some stories but that is why they are stories as they are unusual. I am sitting in my clients office as I read this and monitor calls remotely here and in places around the world; would love to talk to these 10 and may in fact do that. If I do, I will report my findings to K & G and Fox News as CNN has their brains up their anal cavity surrounded by petards.
Comment from Anonymous on July 21, 2010 at 12:35PM EST
Seems rather interesting that CNN chose to post the most negative stories first, and make users read through all of them before they got to anything positive.
Comment from Scott - Texas on July 21, 2010 at 12:41PM EST
Would anyone expect anything different from CNN? CNN has always played ever story to the most extreme end - something as mundane as a pebble on the sidewalk would have the headline of "The Sky is Falling".
Comment from Collection Veteran Since 1964 on July 21, 2010 at 12:49PM EST
To counter, lets get the 99% industry perspective on Fox News!!!
Comment from JASON CASH on July 21, 2010 at 12:59PM EST
CNN, which has always operated under the credo "NEVER SPOIL A GOOD STORY WITH FACTS", has now reached the dregs of hyper-biased journalism along with MSNBC and the New York Times. Remember the "Baby Formula" fiasco in Gulf War One ? And where's Peter Arnett now ??
Comment from David Fenner on July 21, 2010 at 1:06PM EST
Obviously the Ex-Debt Collectors that "shared" their stories are no longer debt collectors for a reason.
Comment from SteakSauce on July 21, 2010 at 1:14PM EST
I have seen many of the same comments made on the CNN story posted right here on InsideARM, even calling debtors deadbeats. Sure, there are some compassionate collectors. Just like there are some honest used car salesmen. Instead of the constant defensive posturing, why doesn't the ARM industry hold up a mirror and tackle the issues creating the poor image instead of pretending that these problems are exaggerated?
Comment from Tom Haag on July 21, 2010 at 1:26PM EST
I have been a Debt Collector for 48 years. I know of no one in the industry in that 48 years that ever took pleasure in having someone breakdown because of rude collection call. I have been threatened, hung up on and abused much as these 'former" collectors claim they did. If they conducted themselves like they say it is no wonder why they are "former" collectors. They wouldn't make it working for any ACA Internationsal member. Finally when you see how CNN slants a story on a subject you know about doesn't it make you wonder about the other stories they cover? Spooky isn't it?
Comment from Fingers23 on July 21, 2010 at 1:29PM EST
I'm not sure why we as collectors get so worked up about pieces like this. They will never stop. Collectors have been represented as the scurge of the earth since the Old Testament. You can't react to our unfair treatment like it's a type of discrimination even though the components are exactly and I mean exactly the same. The only thing we can do is conduct ourselves in an appropriate manner and do everything we can to make sure everyone we are responsible for does the same. As long as there are debtors and collectors, there will be politicians and news reporters trying to get elected or sell stories attacking the easiest of victims....us. If you can't handle it you should move on to a profession that gets more respect. Like pooper scooper, or lobbyist.
Comment from David on July 21, 2010 at 1:45PM EST
I have trouble buying the story because most people that I know that leave debt collection do it because of the tactics used against employees not debtors. In the 15yrs that I have been in the industry, I have seen debtors treated better than the collectors. In the last 4yrs or so, 3rd party collections has become a horrible place to work. For that reason alone, the agency owners deserve everything that is happening to them.
Comment from Collector Jessop on July 21, 2010 at 1:48PM EST
Son we live in a world that has debts. And those debts have to be collected by people with phones. Who's gonna do it? You? You Lt. Weinberg? I have a greater responsibility than you can possibly fathom. You weep for the debtors and you curse the collectors. You have the luxery of not knowing what I know. That collecting money from debtors, while tragic saves the country money. And my my existence, while grotesque and incomprehensible to you, save the country money.
You don't want the truth. Because deep down in places you don't talk about at parties, you want me on that phone. You need me on that phone. We use words liken profile, balance in full, time liquidation plan...we use these words as the backbone to a life spent accomplishing something. You use them as a punchline.
I have neither the time nor the inclination to explain myself to a man who rises and sleeps under the blanket of financial freedom I provide, the questions the manner in which I provide it. I'd prefer you just say thank you and went on your way. Otherwise I suggest you pick up a phone and collect a debt. Either way, I don't give a damn what you think you are entitled to.
Comment from Anonymous on July 21, 2010 at 1:58PM EST
Here's my suggestion to CNN for their next story,"Is there such a thing as responsible journalism anymore?"
Comment from paybill on July 21, 2010 at 2:10PM EST
Nice Collector Jessop! They can't handle the truth!
Comment from Anonymous on July 21, 2010 at 2:10PM EST
I noticed all the negative stuff was first. Guess have to give cnn a little credit for @ least including some positive stuff.
Comment from Anonymous on July 21, 2010 at 2:33PM EST
Collector Jessop, that was AWESOME
Comment from CaseyJPS on July 21, 2010 at 2:38PM EST
CiNN....Cable infotainment News Network
Comment from Anonymous on July 21, 2010 at 2:50PM EST
Even Pravda gives fairer coverage then (CNN) Communist News Net
Comment from Jerry Ashton on July 21, 2010 at 2:59PM EST
That CNN piece caught my interest enough to cause me to write a blog on it - but only after contacting a number of "irate readers" who had written some pretty shabby insults directed to the unfortunates who were interviewed.
My take: What bill collectors leaving that line of work have to say - and the beating they get for saying it: http://bit.ly/azafqE
Comment from David Waldron on July 21, 2010 at 3:13PM EST
Frankly this is a pretty balanced piece from CNN based upon my two years executive experience in the industry.
Comment from Susann Bouchillon, Professional Collector llc on July 21, 2010 at 3:23PM EST
I vehemently agree with the opinion of Michael Klozotsky, Managing Editor of InsideARM, to the ARM industry. Further, I say...
We could use some spin of our own.
Kind of like the back of the trucks that say,"how's my driving?".
I propose a quality control hotline for collectors to report abuse without fear of repraisal. Bad stuff does happen on occasion. It is not helpful to deny it. Good collectors share the unearned shame; perhaps in silence and fear. Instead of being offended by the negative press, let's take some affirmative action...before a certain new Bureau takes it for us.
You touch lives. Do it well.I believe that you know you are a good collector when the debtor pays you in full and thanks you for your efforts.
Susann Bouchillon, SBouchillon@professionalcollector.net
Comment from Debtor Jessop on July 21, 2010 at 3:24PM EST
Collector Jessop - Please don't call me right now, I just threw up all over my keyboard.
3rd party is one thing...the debt buyers, from what I am seeing, are where the real problems arise - they seem to be the target of most FDCPA/FCRA actions...SO - answer me this - just how big of a difference in the country's economy is the 2 or 3 cents on the dollar, that the original creditor gets, going to make??
Comment from Anonymous on July 21, 2010 at 4:02PM EST
bad debt collectors...bad LOL
Comment from Collector Jessop on July 21, 2010 at 4:06PM EST
No worries Debtor J- From the looks of your rambling comments you do appear to be a bit ill. we will hold off on ordering the code red on you.....Have a nice day. I'm going to visit my sister in Maryland.
Comment from Anonymous on July 21, 2010 at 4:30PM EST
While some spend time quoting Colonel Jessup [Jack Nicholson] from the film "A Few Good Men", perhaps it should be mentioned that Jessup was arrested.
Do parallels exist between the film and the CNN report? Perhaps. The closest may be a quote from Lance Cpl Dawson near the film's close.
On a separate note, rationalization of value of economic benefit of aged debt collections, such does little for the economy other than to profit, for example, stockholders of the publicly traded debt collection firms. It can be argued that such has a significant negative impact upon local economies.
Comment from Collector Jessop on July 21, 2010 at 5:17PM EST
Wow. What? I think after reading that buzz kill of a reply and having my head almost explode trying to figure out that last paragraph...I believe I will order a code red on myself and be done with this topic- Fingers23 seems to be on point for the collector contingency here.... stay strong my fellow collectors. Follow the code of "always do the right thing" and it will be alright. Semper PIF!
Comment from PublicServiceMsg on July 21, 2010 at 1:19AM EST
Always against the agency. No one sheds light on the actual events that caused the consumers to become in debt, lavish vehicles, furniture, clothing, etc. No expose' about the guy who chains his vehicle to the tree in the front yard to prevent repossession, or trades with a friend to hide it. I was recently told by a colorado doctor (wrong number), he thought it was made illegal to call to collect debt. After I asked him the question, using his practice as example, he chuckled and quit complaining about the wrong number calls to his "private line". Illegal to call to collect, wouldn't that be a hoot ...
Comment from Anonymous on July 22, 2010 at 7:18AM EST
ONE OF MY COLLECTORS RECEIVED A THANK YOU LETTER FROM A CONSUMER FOR HELPING THEM . WHY WASN'T THIS COVERED??
Comment from Collector Manny on July 22, 2010 at 1:18PM EST
Have you ever borrowed money from a friend? Family Member? and promised to pay? Did you fail to pay as promised? Ever? If you have, however little, you have become a DEBTOR!!! This is as simple as it gets! Your family member asking you at a family dinner about when you will pay back in front of everyone! How embarrassing! but yet, you don't report to CNN how ugly their tactics were, do you! How about China asking for their money from the U.S.? We all hear from all the news channels of our deficit, our National Debt and Deficit Spending by our Government to restart our economy (on credit that is) at tax payer expense. What most don't understand is that we the taxpayers are the Debtors to China and the rest of the world that holds our Debt and lend us Credit. Folks, WARS are fought because of DEBT. It's in our genes to be who we are, when some one owes us something, we go to collect from them. Unfortunately we each have a double standard, "Never me, always everyone else!" In the 8 years that I have been a collector, managed a collection agency and fought several nuisance law suits because of such "Collector Behavior", I'm yet to find the silver lining of a common standard to measure everyday people behavior that merits change as prescribed by the so called " Horrible Collection Industry ". The collection Industry is part of this country's Financial industry, we bring back into the economy money that otherwise would be lost to China and the rest of the world we owe to. Unfortunately, sensational news make Money to the Media!, you know it and you feed from it, but unfortunately you don't make any money from it! Do you? I don't! As the old say goes: "The squeaky wheel always gets the grease", in the financial sector, we now are familiar with Lehman Bro's, AIG, and the like, the collection industry is the same, "Only the Bad Behaved Ones" get on the News, but all of the industry gets blamed for their wrong doing. Folks, if you don't want to be collected on, Do NOT get Credit, Do NOT borrow, and if you do, DO NOT FAIL TO PAY YOUR DEBT! China and the rest of the world do NOT ABIDE BY THE U.S. COLLECTIONS LAWS!!! and neither does the Media when the collect information!! Criticize your self first, if you can't find a flaw, the show the rest of the world what it takes to be Flawless! Good luck and make sure you pay your debts! I may be lurking to find you and be the next best collector that you will come across, just because that is who I am!
Comment from Jeff Hupert on July 22, 2010 at 5:14PM EST
I am an attorney who does not usually become involved in collections once a judgment is entered. Still, I do sometimes, and know people on both sides of the fence.
First, one size does not fit all. There are abusive and unethical debt collectors. While the same is true of any profession, the nature of the business and of the debtors probably makes it more prevalent. Most of the collectors I have had contact with on behalf of clients are agressive and annoyingly persistent (if they are any good), but not at all sleazy.
Second, CNN is no worse than any other news outlet, and maybe better than some. Sex sells, as does controversy and outlandish behavior. All of the media, whatever their politics, constantly pull this kind of stuff. It's bad, but are any of you really that shocked? Debt collectors acting appropriately would not make much of a story. C'mon, be honest. If it were about someone else's industry, would you bother to read that kind of "good news" story?
Comment from Anonymous on July 22, 2010 at 5:33PM EST
Each time a story written on these so called news channels & online newspapers, the writer includes an email at the bottom of the article. What is to stop us from bombarding them with emails that show the positive of debt collection. Instead of just complaining all the time, take action!!!!
Comment from s.gan@stellarrisk.com on July 23, 2010 at 1:49PM EST
Mike, thanks for an insightful viewpoint of the CNN interviews.
When I was a debt collector in Japan for 12 years, I was often interviewed by many magazines, newspapers, as well as being featured on the radio and TV. Since I was the only foreigner doing debt collection in Japan, I was quite a novelty and even had a nickname, the "Debt Collection Evangelist". Throughout the years, I also gave many presentations around the country on debt collection and credit risk management.
As I became known in the business community and the interview requests started to increase, I also noticed that the resulting articles contained exaggerations about my collection activities. Things were getting really way blown out of proportion when I was portrayed like some kind of mafioso who pounded on doors and threatened debtors. Since I and my services were not being portrayed accurately, I decided on the following conditions prior to being interviewed.
I would only give an interview if the interviewer and myself signed off on an agreement attesting to accuracy of resulting article or video prior to it's release. If the interviewer did not want to do this then I decided not give the interview. I just felt that an interviewer's "journalist interpretations" can often result in a very slanted representation of the story and I did not want to subject myself to this situation.
I think in the future, if anyone wants to be interviewed, they should try and obtain verification of the content of the story prior to its release.