Once a customer has been placed for collections and contacted by a collection agency on your behalf, they may contact you in an attempt to stop the collection. This can be nerve wracking and stressful, but don't worry.
Any and all client contact should be referred to the collection agency that is working on your placement so they can continue working on your behalf. You aren't responsible for explaining the collections process or next steps to them. Simply put them back in touch with the collection agency we've assigned to work on your placement and explain that this is the standard procedure for your company.
They can work with the collection agency directly to get the matter settled and you can trust that the collection agency will contact you directly if they discover any pertinent information regarding the past-due amounts that needs your attention.