The Economy: Don’t Pick Up the Phone

The tanking economy isn’t exactly your fault, but America’s biggest debt-collection company — headquartered in Horsham — will still hunt you down

ABOUT THE ONLY company that didn’t break the law in its calls to me was NCO. The NCO robo-dude clearly identified himself as a debt collector. But as I began to dig into NCO, clicking through federal court databases and consumer websites, I found a lot of stories like Tara Burkholder’s. Claims of deception. Allegations that NCO collectors were saying they were calling from law firms, calling people’s co-workers, berating people’s mothers and in-laws, disclosing private information to spouses and kids, breathing heavily into the phone like perverts, threatening to garnish people’s wages and put liens on their homes, taunting them about their inability to afford a lawyer. NCO denies engaging in such tactics, all of which are prohibited by the federal Fair Debt Collection Practices Act, or FDCPA. You can’t harass or lie to a consumer to collect a debt, and you can’t apply pressure by disclosing the consumer’s debt to third parties. But it seems to happen all the time. Regulators have slammed NCO; in 2004 it paid a $1.5 million settlement to the Federal Trade Commission, the largest civil penalty in that agency’s history to that point, and in 2006 it paid a $300,000 settlement to the state of Pennsylvania after the Attorney General received 800 complaints about NCO from consumers, some alleging that NCO’s collectors “used obscene or profane language and engaged in conduct to threaten, annoy, abuse, or harass consumers.”
The world headquarters of NCO happens to be in a long, single-story building out in Montgomery County, hidden in plain sight. To look at it, you’d never guess that NCO is, in fact, the largest bill collector in the world — a corporate alpha dog disguised as just another puppy. NCO boasts 30,000 employees, yearly revenues of $1.6 billion, and 120 locations (mostly call centers) in the likes of Antigua, Australia, Barbados, Canada, India, Panama, Puerto Rico and the U.K. It’s the leader of a powerful industry whose highly sophisticated modern incarnation it helped to create. It’s huge. And it’s ours.
Now, as America slouches into a new Great Depression, we’ve got a piece of the action. Now, when the banks fail, and the car companies fail, and even pretty healthy companies find they need to collect on their past-due bills just to make payroll, they’re going to call NCO, and NCO’s going to call you. And whether you like it or not, you’ll have a new friend in Pennsylvania.


Chuck Piola leaned back in a deck chair by his pool. He wore a St. Croix tank top, Nike sandals and gold-rimmed sunglasses. Ruddy flesh spilled from the tank top’s armholes. He lit a cigar. “It’s a cheapo,” he said. “Occidental. But they’re good every day.”

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  • Maggie

    SHAME ON ALL THESE DEBT-COLLECTING COMPANIES. Shame on anybody who is so desperate or stupid as to work for them. And shame on the greed-driven credit card companies and others these companies collect for, with the usury rates of interest they charge. Harassing wives and children of people deployed to Iraq and breaking federal law to collect debts. Badgering dying cancer patients for a few dollars. Call after threatening call demanding money, stressing and eventually driving an 86-year-old widow to a stroke. (this actually happened to a lady I know)The list of abuses by debt collectors goes on and on.Small wonder fewer and fewer people worry about defaulting on payments. My children need food before Barrist and Piola need another Mercedes.And by the way if the USA had SINGLE PAYER HEALTH CARE FOR ALL –- real healthcare, not for-profit “insurance” — many if not most of these "debts" wouldn't be owed.

  • MattyMat

    Good story on the "Robo-Collector". I have my own story that involves harrassing debt collectors that has a rare, but happy ending.Back in the day, I used to work as a collector when I was going through college, and saw pretty much exactly what your story describes– unscrupulous behavior in order to collect debt– I even witnessed one collector threaten an old lady that "he will be dropping by" because he knew where she lived. And that worked– to the tune of 5 grand. I also learned the laws that are in place concerning debt collection– more specifically– California law. Fast forward to a couple months ago—I received a phone call from a debt collector that immediately started out with a very aggressive, threatening tone. I had not seen any paperwork on this "alleged" debt– and what the persons (I asked to talk to her supervisor) were doing were trying to get a verbal agreement for payments, which is binding in CA. I asked that they do not call me at this number agai

  • MattyMat

    again. The phone calls never ceased. Harrassment– against the law. I immediately called a debt collection legal service, logged all the phone calls, etc. and just yesterday received a settlement that erased the debt, payed for lawyers fees and put a little money in my pocket.There are laws people– harrassment is AGAINST the law– and you too can get your debt erased by these pathetic, any means nessessary debt collection firms. I know I did– …and to think— if they were only professional about it– I would have paid them. Oh, the irony.

  • Jeannie

    The tanking economy isn’t exactly your fault, but America’s biggest debt-collection company — headquartered in Horsham — will still hunt you down

  • Sharon

    Being on the receiving end of Mr. Barrist's billion dollar industry, I find it hilarious that I'm dismissed as one of those "people who made bad business decisions on how to spend their money." I went from being a single mom living in my car with two small children, to earning a college degree. However, that which was supposed to save me, turned out to be the biggest mistake of my life. After graduation, apparently, the "bad" choices I made included feeding my kids, paying the late fees to get my electricity turned back on & repairs on my 20 year old car so that I could keep my two jobs, in lieu of re-paying my student loan debt. The original $27k in student loans is now $70k (this is the arbitrary amount that NCO is garnishing my 30k a year salary for. So now, I go without eating a few days a week in order to pay my rent. Mr. Barrist has made a fortune since discovering that student loan debt cannot be discharged through bankruptcy, there is no statute of limitations on colle

  • sharon

    I wasn't done…Mr. Barrist has made a fortune since discovering that student loan debt cannot be discharged through bankruptcy and there is no statute of limitations on collecting. Even my social security can be garnished. Conflatulations, Mr. Barrist. You're a rich man. I read that you recently had to cough up four million of your own money to stay afloat. Careful, don't squander the profits from the business you inherited from daddy.

  • Clarence

    Mr. Barrist's employees have violated contract law: demanding payment where there is no evidence of a contract,third party adhesion contracts without disclosure are illegal, nondisclosure of terms of a contract are illegal. Refusal to identify the person demanding payment has no standing in law. Creating money, monetizing a line of credit issued on a persons signature is fraud.

  • Jennifer

    I would not pay NCO a dime directly. They are known not only for fabricating bills, but overinflating them, and not turning money over they may have legitimately collected to their client. These people need to be shut down. As far as the student loan, how about deferrals? NCO never gets a judgement unless the person owing the bill doesn't show up in court.

  • dave

    i got a new number, thought that it was just coincidense that i started to get these calls for a women i don’t know. maybe the lines didn’t get switch over or something, anyways. i informed NCO financial that i wasn’t her, so what do they do, mind you they haven’t addressed themselves at this point. they asked for my personal information to see they had an account for me. i can go on and on, not enough room for the texts.

  • Consumer

    If Congress increased the statutory damages from $1000 to $5000 available under the FDCPA, we wouldn’t have all these problems with debt collection agencies anymore. The federal CFPB has to step up and regulate debt collectors directly. There is no federal oversight.