Harassed by debt collectors? What your rights really are

Consumers across the country are being bombarded with intimidating and sometimes aggressive debt collection calls, and federal data shows complaints about debt collection more than doubled from 2024 to 2025.

The Federal Trade Commission reports receiving more than 400,000 debt collection complaints in 2025 — a 200% spike from the previous year. California accounted for more than 32,000 of those complaints. More than 40% involved abusive tactics or consumers being told they owed debts that were not real.

Gladys Usma knows the stress firsthand.

“They were calling me every single day, sometimes three times,” she said.

Usma lost her job during the pandemic in 2020 and says she had to stop making payments on five credit cards, with the debt continuing to grow to $22,000. She says the calls became relentless.

“They were calling me, ‘Your payment is due. You need to pay now,'” Usma said. “It was really stressful. I couldn’t sleep.”

Mathew Lab, a professor at San Diego State University and a consumer protection expert, says many of the tactics used by debt collectors cross legal lines.

“They cannot make any false claims to the debtor. They cannot threat the debtor with criminal prosecution,” Lab said.

Lab says some collectors even contact employers.

“They might call the debtors’ employer,” he said.

That behavior is illegal under the Fair Debt Collection Practices Act, which prohibits third-party debt collectors from using abusive, unfair or deceptive practices when collecting personal debts.

Experts say many of the calls consumers receive are not even from legitimate collectors.

“A huge percentage of those calls are actually fraudulent,” said Sofia Martinez, a data and debt expert with Money Management International, a nonprofit organization that provides credit counseling. “But they’re calling you in such an abusive and threatening way that makes you feel, ‘Oh, maybe I do owe something.'”

Consumer advocates say the first step when receiving a debt collection call is to avoid giving out personal information or making any agreements. Instead, consumers should ask questions, including the company’s name and contact information.

“If they don’t provide that information, it’s a red flag that they’re unlicensed,” Lab said.

Consumers also have the right to demand written verification of the debt and should receive a response within 30 days. Experts recommend calling the original creditor to confirm the debt is legitimate.

Lab says consumers can also tell collectors to stop contacting them.

“’Cease and desist any further communication with me,’ and at that point they can’t call at all,” he said.

If the calls continue, complaints can be filed with the Consumer Financial Protection Bureau and the Federal Trade Commission.

California provides additional protections under the Rosenthal Fair Debt Collection Practices Act, which applies not only to third-party collectors but also to original creditors.

If consumers turn to debt consolidation, experts warn to verify the company is accredited with the Department of Financial Protection and Innovation.

“If asking you for money upfront, be worried,” Lab said.

Usma was able to consolidate her debt from $22,000 to $14,000 and eventually paid it off. Her advice to others facing debt is simple: make sure you’re giving your money to a real company.

Experts say being proactive — including communicating with credit card companies early — can prevent many debt collection calls. Consumers looking for accredited help can also visit the National Foundation for Credit Counseling’s website.

This story was originally reported for broadcast by NBC San Diego. AI tools helped convert the story to a digital article, and an NBC San Diego journalist edited the article for publication.