Welcome to week two of our Talk Money series for Financial Literacy Month. Last week, we looked at how to talk to your partner about debt. This week, we’re focusing on a conversation many people dread even more: a call from a collection agency.

If you’ve started letting calls go to voicemail or feel your stomach drop when an unknown number appears, you’re not alone. Collection calls are stressful, and it’s natural to want to avoid them. But ignoring the calls rarely makes the debt go away, and you have more control over the conversation than you might think.

At Crowe MacKay & Company, our Licensed Insolvency Trustees help people deal with collectors every day. This guide explains what to say, what not to agree to, and what to do after the call.

1. Confirm You’re Speaking to a Licensed Collector

Collection agencies must be licensed in the province where you live. In British Columbia, Consumer Protection BC licenses them; in Alberta, Service Alberta does. Both let you check whether an agency holds a valid licence.

2. Make Sure the Debt Is Actually Yours

Debts are sometimes sold, passed between agencies, or recorded under the wrong name. Before you discuss payment, check the amount and the original creditor's name against your own records.

3. Watch for Scam Red Flags

Unfortunately, some callers pretend to be collectors. Be cautious if the caller:

• Pressures you to pay immediately
• Asks for payment by gift cards, cryptocurrency, or wire transfer
• Threatens arrest or jail
• Refuses to give you their details in writing

A legitimate collector can tell you who they are, who they represent, and how much is owed.

1. Ask Who They Are and Who They Represent

Start with the basics: the caller’s name, their agency's name, and the original creditor. Write these down.

2. Ask for the Details in Writing

Ask them to send the amount owed and how they calculated it, including any interest or fees. You’re entitled to understand exactly what you’re being asked to pay.

3. Only Agree to What You Can Actually Afford

Collectors may push for an on-the-spot payment. You don’t have to commit to anything during the call. It’s better to agree to a smaller payment you can keep up than a larger one you can’t.

4. Keep It Calm and Brief

You don’t need to explain your whole situation or how the debt happened. Short, polite answers are enough.

5. Ask to Be Contacted in Writing

If the calls are becoming too much, you can ask the collector to communicate with you in writing. In BC, you can tell a collector to contact you only in writing or through a lawyer.

A few phrases you can use:

“Before we discuss anything, can you tell me your name, your agency, and who the original creditor is?”
“Please send me the details of this debt in writing so I can review it.”
“I need to look at my budget before I agree to any payment. I’ll get back to you.”

• Don’t give banking or card details on the first call
• Don’t promise a payment you can’t keep, as a missed promise can make things harder
• Don’t confirm a debt you don’t recognize until you’ve seen the details in writing
• Don’t agree to anything under pressure
• Don’t ignore written letters, especially anything that mentions court action.

Collectors must follow provincial rules about how and when they contact you. Here are the key points.

In British Columbia:

• Collectors may only call Monday to Saturday between 7 a.m. and 9 p.m., and on Sundays between 1 p.m. and 5 p.m. No calls are allowed on statutory holidays.
• BC doesn’t set a specific weekly limit on calls, but excessive or harassing contact can still break the rules.
• These rules are enforced. Consumer Protection BC ordered a major bank to pay over $30,000 after a customer was contacted more than 100 times despite asking for the calls to stop.
• For full details on BC rules, see our article on debtor rights in British Columbia.

In Alberta:

• Collection agencies can’t contact you more than three times in seven days about the same creditor, except by mail.
• They may contact your employer only to confirm your employment and business details, and they can’t share information about your debt.

If a collector breaks the rules, you can file a complaint with Consumer Protection BC or Service Alberta. Keep call logs, voicemails, and letters to support your complaint.

• Write down the date, time, caller’s name, and what was said
• Keep every letter and email you receive
• Check the amount against your own statements
• Put any agreed payment dates in your calendar
• File a complaint if the collector broke the rules

Knowing how to handle a collection call can ease some of the pressure, but it may also signal that your debt has become more than you can manage on your own. It may be time to get professional advice if:

• You’re getting calls from more than one collector
• You can’t afford the payments collectors are asking for
• You’re only making minimum payments elsewhere to keep up
• You’ve received a letter about legal action or wage garnishment
• You’re using credit to cover essentials like rent or groceries
• The calls are affecting your sleep, work, or health

A Licensed Insolvency Trustee can review your situation and explain all of your options. If you file a consumer proposal or bankruptcy, a legal protection called a stay of proceedings takes effect, which stops collection calls and most legal action.

To learn which option may suit you, read when a consumer proposal is a better option than bankruptcy or explore your debt relief options.

Your first consultation is free, confidential, and obligation-free.

A call from a collection agency doesn’t define you. Many people find themselves in this position after a job loss, illness, or rising living costs. Knowing what to say and what your rights are puts you back in control of the conversation.

Next Friday, our Talk Money series continues with How to Talk to Your Family About Money This Holiday Season.

If collection calls are weighing on you, our Licensed Insolvency Trustees in British Columbia and Alberta are here to help. Contact us today for a free, confidential consultation and take the first step toward a fresh start.