Collections Policy - MUST READ!!!

Bertram Communications
Collections policy
October 29, 2025

The purpose of this policy is to establish consistent and fair procedures for collecting
outstanding balances owed to Bertram Communications, ensuring financial stability while
maintaining positive customer relationships.

This policy applies to customers with outstanding balances with Bertram Communications. It
also applies to all employees involved in billing and collections activities.

In order to get delinquency down or low we must focus on a proactive, automated strategy that
includes clear communication protocols, adherence to regulations, and tiered approach to
delinquency management.

While handling delinquency it should be more focused on reminders and payment processing,
extending communication methods after obtaining consent, and escalate more complex cases
when needed, while always respecting federal and state laws like the FDCPA and the Wisconsin
Consumer Act. 

As we already go ahead and send email reminders for past due accounts along with payment
methods such as ACH, credit cards and checks, we also provide them access to their online
portal where they can check balance, update payment information, and make payments 24/7.

Calling them once a day will remind them that they still owe what is due on their account.
Following up and rearranging a payment plan makes customers feel more at ease knowing what
has been on there or possibly built up depending on how far delinquent they are. Giving them
the option to make payment plans will make them feel more inclined to make that payment and
to get us off their back.

Following all of the laws and regulations in each state, even though most of them overlap and
are fairly similar, is very important in making this work.

In order to make this successful and proactive we must follow certain guidelines.

Follow Laws: Ensure all collection activities comply with both federal laws like the FDCPA and
relevant laws for each state.

Debt Validation: Send a validation notice within 5 days of initial contact, detailing the debt and
the consumer’s rights to dispute it.

● A document that proves debt is owed
● Include amount of debt, name of creditor, and to how to dispute debt
● If disputed, collector must stop collection efforts until they provide
verification

Communication Restrictions: Do not contact consumers before 8 a.m. or after 9:00 p.m. local
time unless they agree to it. Avoid contacting them at work if the employer prohibits it, or via
email/text if they ask you to stop. If they can’t speak at that specific moment, make sure to ask if
they can call us back or if we can call them back and ask what time works best for them.

Contact Frequency: Adhere to rules like the 7-in-7 rule, which limits contact attempts to no
more than seven times within a seven-day period.

Establish Clear Payment Terms: Communicate all due dates, acceptable payment methods,
and any penalties for late payment in your terms of service.

There are 3 levels of delinquency when it comes to collections.

Level 1: Low-Risk Accounts (1-30 days): For accounts with a low risk of default, use automated,
non-intrusive communication like email or text reminders.

● After a few days, initiate a more personalized outreach, phone
calls or message. This is an opportunity to understand the
customer’s situation and offer solutions.
● Payment plan

Level 2: Medium-Risk Accounts (30-60 days): For accounts that become delinquent, use
automated communication and create a process for following up - A key phrase, a “promise to
pay”
● Frequency
● Clearly state overdue account
● Make aware of potential consequences
● Still explore options for them and be empathetic while still being
firm on expectations

Level 3: Escalated accounts that are 3+ months past due: Contacting them will be important.
With accounts that are 3+ months past due, trying to get a payment from them might be difficult.
There might be confusion and frustration as to why they weren’t made aware sooner. Explaining
to them will be important as well as trying to get a payment from them. If they still refuse you can
go as far as taking the legal actions for this as long as it is in federal and state law regulations.
● Sending an email or certified letter explaining final payment
deadline and next steps if payment is not made
● If account remains unpaid, the company can send it to a
collections agency
● Determining on write offs. Writing off a debt as uncollectable, it will
remove it from collections.
An option for this would be to identify the delinquent accounts and send them the automated
email or text before the account gets too far.
There are key factors that we will need to focus on in order to get the delinquency down
● Establish clear payment terms
● Allow customers to pay their own payment method
● Communicate with customers and collaborate with them- builds better relationships with
customers
● Be proactive with collection efforts
● Make customers aware early in the billing cycle about collections and what comes with it

On the 12th of each month, accounts with outstanding balances will be marked as delinquent,
and customers will receive an email reminder.

Customers who are 1-30 days delinquent will receive an email notification regarding their
outstanding balance. Upon contact, we will arrange a payment plan if they are unable to pay the
full amount. If the full amount can be paid, a payment plan is unnecessary. Customers will be
held responsible for the agreed-upon payment date and amount.

A phone call reminder will be made once or twice a day starting after the day they chose to pay
and there is no payment made.

You must clearly state and confirm with the payer the exact amount and the agreed-upon
payment date. This is crucial to prevent future disputes where the payer might claim a different
amount or date than what was discussed.

If we are unable to contact them, an email will be sent stating that their account is past due, the
amount owed, and that they must contact us to avoid being sent to a collections agency or
facing legal action.

For customers 30-60 days delinquent, a firm reminder of the outstanding balance will be issued,
and they will be urged to contact us immediately. We will attempt to reach them once or twice
daily until contact is made, at which point a payment plan must be arranged. They will also be
informed of potential consequences for continued delinquency.

If a customer's account is over 90 days past due, they will be referred to a collection agency.
Before this happens, we will attempt to contact them to arrange a payment plan. A certified
letter will be sent outlining the amount owed and a deadline to avoid collection proceedings.

Customers retain the right to make a payment at any time before their account is sent to
collections. Once the account is with a collection agency, we are no longer able to accept
payments directly from the customer.

All phone calls with customers must be meticulously documented. These detailed records will
serve as proof of customer statements, ensuring accountability even if a different representative
handles a subsequent call.

Inform clients that failure to make a payment by the due date may result in their account being
sent to collections.

We value our customer relationships and approach collections with understanding and empathy,
working collaboratively with customers. However, if a mutually agreeable resolution cannot be
reached, we will proceed according to our collections policy