Privacy policy

Who we are

Recovian, Inc. (“Recovian,” “we” or “us”) collects accounts on behalf of creditors, which we call our “clients.” This policy covers two groups of people: consumers whose accounts are placed with us, and visitors to this website.

It doesn’t cover how our clients handle your information. Each client has its own privacy policy, and you can ask them for a copy.

Information we collect

What we collect depends on how you deal with us. In general it comes from five places:

• From our clients: name, contact details, account and balance information, dates of service or transaction, and an itemization of the account.
• From you: what you share when you contact us, verify your identity, set up a plan, dispute a debt or ask about hardship options.
• From third parties: address and phone updates, bankruptcy and deceased records, and servicemember status.
• Automatically: basic device and usage data when you visit this site. We use strictly necessary cookies only, and no advertising or cross-site tracking cookies.
• Call recordings: we may record calls. See Call recording and monitoring.

How we use information

We use personal information to:

• communicate with you about your account and help you resolve it;
• process payments through our PCI DSS–validated payment processor;
• handle disputes, complaints and hardship requests;
• comply with the law, including the FDCPA, Reg F, FCRA, TCPA, GLBA and state law; and
• prevent fraud and keep our systems secure.

We don’t use your information to market other products to you.

How we share information

We share personal information only in these ways:

• with the creditor who placed the account;
• with service providers under contract, such as mailing, payment processing and hosting, who may use it only to do work for us;
• with credit reporting agencies, only when the law permits and never before we’ve contacted you about the debt; and
• as required by law, for example in response to a valid court order or regulator request.

We never sell personal information. We don’t discuss your debt with your employer, family or others, except as the law allows. For example, the law lets us speak with your spouse or attorney, or contact someone only to confirm how to reach you.

Your choices

You’re in charge of how we reach you. At any time you can:

• tell us about inconvenient times, places or methods of contact, and we’ll honor them;
• ask us to stop contacting you;
• reply STOP to any text message to opt out of texts;
• use the unsubscribe link in any email; and
• ask us to stop calling a number.

To make a request, call (800) 555-0142 or email privacy@recovian.com. If you ask us to stop contacting you, we may still send the limited notices the law requires or allows, such as a note confirming your request. You can still pay or set up a plan whenever you like.

Gramm-Leach-Bliley Act notice

Financial companies choose how they share your personal information. Federal law, the Gramm-Leach-Bliley Act (GLBA), gives consumers the right to know how we do that. This is our notice.

How Recovian shares personal information under the GLBA

We share only what’s needed to service and collect accounts, so we don’t offer an opt-out from that sharing. We limit access to your information to people who need it, and we protect it as described under Data security.

State privacy rights

Depending on where you live, including in California, you may have these rights over your personal information:

State privacy rights

Some information we handle is exempt from these laws, including information covered by the GLBA and the FCRA. If an exemption applies to your request, we’ll tell you. We don’t sell personal information or share it for cross-context behavioral advertising.

To make a request, email privacy@recovian.com or call (800) 555-0142. We’ll confirm who you are using details we already have, and we won’t ask for more than we need. You can use an authorized agent; we may ask for your written permission and check with you directly. We’ll answer within the time the law requires.

Call recording and monitoring

We may record and monitor calls to check quality, train our team, resolve disputes and keep an accurate record. We’ll tell you at the start of a call if it’s being recorded, and we follow the recording laws of your state.

If you’d rather not be recorded, tell us. We can usually help another way, such as by email or by mail. Recordings are kept as described under Data retention.

Text messages

Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for help. We text only numbers we’re permitted to contact.

Our texts are about your account and your options, and every text includes a way to opt out. Mobile information is not shared with third parties or affiliates for marketing or promotional purposes.

Data security

We protect personal information with administrative, technical and physical safeguards, including encryption in transit and at rest, role-based access, multi-factor authentication and regular security reviews.

Payments are handled by a PCI DSS–validated processor, and we never store full card numbers. No system is perfectly secure. If a security incident affects your information, we’ll tell you as the law requires.

Data retention

We keep records as long as needed to service the account and meet legal record-keeping requirements (for example, Reg F’s three-year record retention), then delete them securely.

Children’s privacy

This website and our services aren’t directed to children under 13, and we don’t knowingly collect personal information from them. If you believe a child has given us information, contact us and we’ll delete it.

Changes to this policy

We may update this policy from time to time. When we make an important change, we’ll post the new version here with a new date and, where the law requires, tell you directly. The date at the top of this page shows when it was last updated.

Contact us

Email privacy@recovian.com, call (800) 555-0142 (Mon–Fri 8am–9pm ET · Sat 9am–1pm ET; Hablamos español.) or write to Recovian, Inc., Attn: Privacy, 1200 Placeholder Avenue, Suite 400, Austin, TX 78701.

We don’t charge anything to answer a privacy question or handle a request.