Daily Digest – November 28. Airline Abandons Call-Based Customer Service; N.Y. Gov Signs Medical Debt Anti-Garnishment Bill

AIRLINE ABANDONS CALL-BASED CUSTOMER SERVICE IN FAVOR OF ONLINE CHATS, TEXTS

  • Change often comes in incrementally small steps. Inch by inch, the ball gets moved down the field. But, every now and then, someone comes in and throws a deep pass that completely changes the game. Last week, Frontier Airlines announced it has done away with its call center and will no longer be using phone calls to handle customer service inquiries. From here on out, customers of the carrier will need to use webchat, text message, or email in order to communicate with the company. For those of you who think that the future of the contact center — and collections — is not digital and you can still get by only sending letters and making phone calls, you might be on the wrong side of the field.
  • More details here.

N.Y. GOVERNOR SIGNS MEDICAL DEBT ANTI-GARNISHMENT BILL INTO LAW

  • Last Wednesday, New York Governor Kathy Hochul signed a bill into law — which went into effect immediately — that prohibits healthcare providers from placing lines on the primary residences of individuals with unpaid medical debts or garnishing wages to collect on unpaid bills.
  • More details here.

ALLEGED IMPERMISSIBLE PULL OF CREDIT ENOUGH FOR STANDING AS JUDGE DENIES MOTION TO REMAND

  • A District Court judge in North Carolina has denied a plaintiff’s motion to remand a Fair Credit Reporting Act case back to state court where it was originally filed, ruling that accessing the plaintiff’s credit report without a permissible purpose to do so constitutes a concrete injury and gives the plaintiff standing to sue in federal court. The judge also denied a motion from the plaintiff for costs, expenses, and fees that were incurred as a result of the removal.
  • More details here.

EXPERTS SHARE CONTEXT ON CASES IMPACTING ARM INDUSTRY

  • Industry experts Jessica Klander, Joann Needleman, Stefanie Jackman, Leslie Bender, Katherine O’Brien, David Schultz, Jacob Bach, and Carlos Ortiz provide their perspectives and analysis of the legal and compliance trends shaping the ARM industry.
  • More details here.
  • This series is sponsored by Bedard Law Group

WORTH NOTING: “Gaslighting” is your word of the year, according to Merriam-Webster … Mercedes-Benz will let you go from 0-to-60 one second faster, but it’s going to cost you … Holiday decorations to lighten up your home on a budget … If you use gmail in Chrome, here are some extensions to help save you time … A woman is suing because when Velveeta says on its mac and cheese cups that they are ready in 3 1/2 minutes, that only takes into account the time to microwave it, not the other time-consuming steps … How to make the most of your credit cards when holiday shoppingCyber Monday deals that might be too good to pass up … What it’s like inside the locker room before a boxer’s world title bout.

Music Monday, part I

Music Monday, part II

The Daily Digest is sponsored by TCN. Today, contact centers need to do more with less. TCN’s cloud-based predictive dialing tools and services help clients to leverage the most sophisticated inbound, outbound, and blended calling technologies available. TCN’s award-winning platform offers multiple features to assist in compliance while improving performance with no hardware, no monthly minimums, or maintenance fees. Call 866-745-1900 or visit tcn.com today.

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