When I worked for Altram Financial in the collections department for the client of USAA, I encountered a member who didn't quite understand why I was reaching out because of a delinquent account. They thought that they were current and it was just a big misunderstanding. So once I allowed the client to vent and get their frustrations out the way, I was able to explain to them, like this could have been an oversight, something might have just slipped through the cracks, explain to them the debt, when it was occurred, how it happened. Once they realized it was an oversight, we were able to bring the account back current and the client was happy afterwards.