Symend survey finds more than half of Americans feel they've been tricked by unsympathetic bill collectors
Symend's survey of over 1,000 American consumers revealed significant dissatisfaction with debt collection practices. More than half (52%) reported feeling deceived by bill collectors, while 42% received collections communications in error.
Among those with payment difficulties, 51% had been late paying bills—primarily due to insufficient funds (56%) or forgetfulness (39%). Nearly 29% experienced credit score damage from late payments or collections activity.
Primary Consumer Complaints
The top three grievances about debt collection processes were:
- Lack of sympathy (39%)
- Excessive or annoying contact (38%)
- Rude behavior (37%)
Problematic Collector Tactics
The survey documented concerning practices:
- Collectors contacting people under false pretenses (48%)
- Reaching out to family members (28%)
- Making false credit score claims (28%)
- Threatening voicemails (53%)
- Being yelled at (39%)
- Feeling threatened (41%)
Consumer Solutions
Most preferred payment plans (57%), with 55% favoring online bill payment options.
About Symend
Symend is a SaaS company that uses behavioral science and AI to help enterprises engage customers through personalized digital experiences. Founded in 2016 and headquartered in Calgary, Symend operates across North America.
