Compliance & Security
Managing Consumer Disputes in Nexum From Intake to Resolution
Disputes have deadlines and rules, so Nexum tracks them in their own screen with stages, notes and resolution dates.
A dispute handled late is a complaint waiting to happen.
Summary
A dispute is a consumer saying the debt isn't theirs, the amount is wrong, or otherwise challenging it.
Filing a dispute moves the account to disputed status automatically and shows an amber warning.
Stages track the investigation, and resolving records the date automatically.
Key takeaways
Log Debt Disputed as the call result whenever a consumer disputes on a call.
Request client documents through + Task instead of email.
Review open disputes by stage every week.
What counts as a dispute
A dispute is a consumer saying the debt isn't theirs, the amount is wrong, or otherwise challenging it. Disputes have deadlines and rules, so Nexum tracks them in their own screen where staff can see all open disputes and move each one forward. Credit-bureau ACDV disputes are handled with e-OSCAR Agent.
Filing a new dispute
Open the account, click the Disputes tab, then + File Dispute. Choose the channel it came in by (phone, mail, email, credit bureau, attorney or regulator), type the kind of dispute (for example "Not my debt" or "Wrong amount") and add notes about what the consumer said. Save.
The account's status moves to disputed automatically, and the account shows an amber warning bar. Collectors then follow the supervisor's instructions for working a disputed account.
When a consumer disputes on a call
Choose the result Debt Disputed when logging the contact. If you need the client's help, use + Task with Request Document from Client, or Compliance Flag Review if you're unsure how to proceed.
The dispute stages
Typical stages include:
- In review: someone is looking into it.
- Awaiting creditor response: waiting for the client to answer.
- Gathering evidence from client: waiting for documents.
- Resolved.
Seeing and updating disputes
The Disputes screen lists every dispute with the date filed, account, debtor, channel, type, status and notes. Filter to one stage to focus. Change a dispute's status from the drop-down in its row; it saves immediately. Choosing resolved records today's date as the resolution date.
How disputes affect other tools
- Campaigns, Nudge and SilentReach exclude disputed accounts from outreach.
- DebtorIndex holds disputed accounts.
- The account shows a warning so collectors don't miss it.
Good practices
- Log every dispute the same day it's received.
- Request documents from clients through tasks so requests are tracked.
- Review stages weekly and escalate items waiting too long.
- Keep notes factual and complete.
Your legal obligations around disputes, including validation and timing, should be defined with counsel. For the bigger picture, see dispute handling is a workflow and evidence problem.
Why it matters
Consistent dispute handling protects consumers, protects clients and protects the agency.
See it working in your agency
Book a 30-minute guided Nexum demo built around your agency's real bottleneck, or call 502ZONE directly at (786) 524-4252. Nexum Open CRM is free: no license fee, no seat fees, no subscription. Add 502ZONE modules only when you want more recovery.
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