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What to say when you call
Calling about a bill you can't pay is stressful. You don't have to wing it. Pick who you're calling, fill in a few blanks, and get a calm, clear script that asks for something specific.
Facts checked October 14, 2026.
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Know your options
What to ask for
Most companies have options they don't advertise. Asking for one by name shows you've done your homework.
Landlord
- A payment plan: part now, the rest by a set date
- Splitting rent into two payments
- Waiving this month's late fee
- Accepting money from a rent help program (find rent help)
Mortgage
- Forbearance: a pause or smaller payment for a few months
- Repayment plan: catch up over time
- Loan modification: permanently change the terms
- Ask for the "loss mitigation" application
Credit cards
- A hardship program: lower interest or minimum payment for a while
- Waiving late fees
- Moving your due date closer to payday
Car loans
- A payment deferral or extension: move a payment to the end of the loan
- Moving your due date
- Waiving a late fee
- Ask early: cars can be repossessed quickly once you're behind
Personal loans and buy now, pay later
- Rescheduling a payment or changing the due date
- A hardship plan or waived late fee
- Turning off autopay to avoid overdraft fees, if you can't cover it
Medical bills
- An itemized bill (errors are common)
- Financial assistance (charity care): free or reduced bills
- A no-interest payment plan
- A self-pay or prompt-pay discount
Federal student loans
- An income-driven plan (RAP or IBR). Payments are based on income
- Updating your income if it dropped
- An unemployment or economic hardship deferment
- A short forbearance (interest usually keeps growing)
Debt collectors
- Proof first: the validation notice in writing
- A payment plan you can afford, or a lump-sum settlement for less
- Every agreement in writing before you pay
Phone and internet
- A payment arrangement to keep service on
- A low-income plan or Lifeline discount
- Switching to a cheaper plan
Gas, electric and water
- A payment plan and shutoff protection
- Energy bill help (LIHEAP)
After the call
Put it in writing
A promise on the phone is easy to lose. After any agreement, send a short email or letter that says what you agreed to. It protects you if the company forgets, or the person you talked to leaves.
- Email works for most companies. Use the address on your bill or their website, and save the sent message.
- Mail is best for debt collectors and anything important. Send it certified with a return receipt (about $5–10 at the post office) and keep a copy.
- Keep everything: letters, emails, texts, receipts and your call notes, in one folder.
Pick who you're calling in the script builder, and your follow-up letter will appear here.
Keep track
Call notes sheet
Write down every call. If there's ever a dispute, notes made at the time are strong proof. Print this sheet, or copy the columns into your phone's notes app.
newlypoor.com · Call notes
| Date and time | Company and number I called | Who I talked to (name or ID) | What they agreed to | Reference number | Next step and date |
|---|---|---|---|---|---|
Plain facts
Know your rights
These are general federal rules. Your state may give you more protection. For your own situation, free legal aid can help.
Debt collectors
- They generally can't call before 8 a.m. or after 9 p.m., or more than 7 times in 7 days about one debt.
- They can't threaten you, lie, or claim to be a lawyer or the government.
- Tell them not to call you at work, and they must stop.
- Within 30 days of getting their validation notice, you can dispute the debt in writing. They must stop collecting until they send proof.
- Send a letter asking them to stop contacting you, and they must, except to confirm or to say they're taking a specific step, like a lawsuit.
- Old debts: collectors can't sue on debts past your state's time limit. In some states, even a small payment can restart the clock, so check before you pay.
- Sued? Respond by the date on the court papers. Ignoring it can lead to wage garnishment.
Source: FTC debt collection FAQs. Report problems to the CFPB.
Renters
- In most states, a landlord must go through court to evict you. Changing the locks, removing your things or shutting off utilities to force you out is generally illegal.
- If you get court papers, don't ignore them. Go to the hearing, or answer by the deadline.
- Rent help programs can sometimes stop an eviction if you apply quickly.
Homeowners
- Your mortgage company generally can't start foreclosure until you're more than 120 days behind.
- Send a complete "loss mitigation" application as early as you can; it gives you the most protection.
- A HUD-approved housing counselor can help for free: (800) 569-4287.
- Never pay anyone upfront to "save your home." That's a common scam.
Source: CFPB mortgage servicing rules (Regulation X).
Medical bills
- Nonprofit hospitals must have a financial assistance (charity care) policy. You can apply for at least 240 days after the first bill.
- They must wait at least 120 days after the first bill before steps like credit reporting or suing, and tell you about financial assistance first.
- The credit bureaus don't list paid medical collections, unpaid ones under $500, or ones less than a year old. Some states ban medical debt on credit reports entirely.
Source: IRS hospital billing rules. A 2025 federal rule to remove all medical debt from credit reports was struck down in court.
Federal student loans
- Calling your loan servicer is free. Never pay a company to lower your payments.
- Income-driven plans base your payment on income and family size. RAP started July 1, 2026; its minimum is $10 a month.
- The SAVE plan has ended. If you were on it, pick a new plan at StudentAid.gov.
- Defaulted loans can lead to your tax refund being taken and wages garnished, so call before that happens.
StudentAid.gov has the official plans and a payment calculator.
Your credit report
- A late payment usually isn't reported until it's 30 days past due. A plan made before then may keep it off your report.
- Check your reports free every week at AnnualCreditReport.com, the official site.
- Debt relief companies can't charge you before they settle a debt. For honest help, try a nonprofit credit counselor through the NFCC.
Need help right now? Dial 211 or text your ZIP code to 898-211 for local food, rent, and utility help, 24/7 in most areas. Not sure what you qualify for? Take the 1-minute check →