What Should I Do If I Receive a Letter from My Lender?

TABLE OF CONTENTS

• What Your Case Manager Does:
• How to Contact Your Case Manager

Your Case Manager is your primary point of contact at Debt Consultants Group (DCG) and a key partner in your financial recovery journey. Assigned to you upon enrollment, your Case Manager serves as your advocate, guide, and support system throughout your debt relief program.

What Your Case Manager Does:

1. Onboarding & Program Setup: They help you complete all onboarding requirements, including document submission, hardship verification, and setting up your escrow account and new banking arrangements.

2. File Management: Your Case Manager ensures that your case meets DCG’s internal underwriting standards—focusing on suitability, affordability, sustainability, and documentation.

3. Ongoing Communication: They keep you informed at every stage of your program, including updates on negotiations, settlements, payment issues, or any changes to your timeline.

4. Support & Escalation: If issues arise—such as failed payments, legal notices, or creditor disputes—your Case Manager will work with other departments (like Legal or Escrow Services) to resolve them quickly and effectively.

5. Client Advocacy: Above all, your Case Manager is there to represent your best interests and make sure you always understand your options, responsibilities, and progress.

How to Contact Your Case Manager

• Phone: You can reach your Case Manager during business hours for immediate support.

• Email: For non-urgent questions or document requests, email is often the fastest way to receive a response.

• Portal Messaging: You may also be able to message them directly through the client portal, depending on your service level.

If you are unsure who your Case Manager is or need to be reconnected, please contact DCG’s Client Support Team, and we’ll put you in touch right away. Your Case Manager is here to ensure you’re never navigating this process alone.