In what situation must a collections manager cease communication with a debtor?

A collections manager must cease communication with a debtor when explicitly requested to do so in writing by the debtor. This requirement is rooted in the Fair Debt Collection Practices Act (FDCPA), which ensures that consumers have the right to stop contact from debt collectors. When a debtor submits a written request to cease communication, the collections manager is legally obligated to honor that request, unless they are taking specific legal action, such as filing a lawsuit to collect the debt. This protection is in place to prevent harassment and gives consumers control over their interactions with debt collectors.

The other scenarios do not trigger the same obligation. For instance, ceasing communication after a single phone call does not align with any legal requirement and might cause the collections process to be interrupted unnecessarily. Ceasing communication after the debt is fully paid would also be redundant, as communication would naturally cease when obligations are fulfilled. The response to a debtor becoming hostile is more subjective and does not constitute a legal requirement to stop communication. Instead, a collections manager should handle such situations with caution and professionalism, without abruptly ending communication.