When a consumer claims that someone else is responsible for the debt, it can quickly shift the conversation. These statements may reflect confusion, avoidance, or a legitimate dispute – making it important for collectors to respond carefully and consistently.
Stacey Sexton from ARS National Services joins Mike Gibb to discuss how collectors should handle these situations. He shares practical guidance on clarifying the claim, asking the right questions, avoiding assumptions, and keeping the conversation productive – while maintaining compliance and professionalism.