{"id":"portfolio-recovery-associates","page":"https://escalate.alexgaoth.com/#/c/portfolio-recovery-associates","html":"https://escalate.alexgaoth.com/c/portfolio-recovery-associates/","generated":"2026-10-15","company":{"id":"portfolio-recovery-associates","name":"Portfolio Recovery Associates (PRA)","aliases":["pra","pra llc","pra group","portfolio recovery","portfolio recovery associates llc","prapay"],"sector":"debt_collector","parent":"PRA Group, Inc.","website":"https://www.portfoliorecovery.com","official_domains":["portfoliorecovery.com","pragroup.com"],"regulators":["cfpb","ftc"],"notes":"Portfolio Recovery Associates, LLC is the U.S. debt buyer and collector of PRA Group, Inc. (Norfolk, VA). portfoliorecovery.com failed automated fetches on 2026-10-13 (certificate error), so its email, mailing address and disputes page were read from search-engine extracts. PRA Group's corporate site lists its headquarters as 150 Corporate Blvd, Norfolk, VA 23502; PRA's consumer contact page gives 120 Corporate Blvd. Use the dispute address printed on your validation notice first.","channels":[{"id":"main-phone","type":"phone","label":"PRA main line (account questions)","value":"+1-800-772-1413","purposes":["debt_collection","credit_report_error"],"access":"human_only","notes":"Listed on PRA Group's corporate contact page; search-engine extracts of PRA's consumer contact page give the same number for account questions.","source":"https://www.pragroup.com/contact-us/","last_verified":"2026-10-13"},{"id":"disputes-page","type":"web_form","label":"Disputes contact information (phone, live chat, email or mail)","value":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","purposes":["debt_collection","credit_report_error","identity_theft"],"notes":"Seen in search results; the page could not be fetched to confirm its dispute address.","source":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"PRA customer care email","value":"pracustomercare@portfoliorecovery.com","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract of PRA's Contact & FAQs page. Regulation F counts an email dispute as written only if the collector accepts electronic communication through that channel; also mail the dispute.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"},{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"written_complaint","channel":"consumer-mail","note":"Dispute in writing within the validation period in the notice; use the address on the notice."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"debt_collection","summary":"Dispute in writing before the validation period ends and ask for verification; PRA must pause collection until it answers.","evidence":["validation notice with the end date of the validation period","PRA and original account numbers","proof of payment or identity theft report","copies of what you send"],"steps":[{"do":"Find the date the validation notice gives as the end of the validation period, and the dispute address on the notice."},{"do":"Before that date, send a written dispute by certified mail. Say which part you do not owe and ask for verification and for the name and address of the original creditor.","channel":"consumer-mail"},{"do":"Keep a copy and the mailing receipt. You can also email the dispute, but keep the mailed copy as proof.","channel":"customer-care-email"},{"do":"If the debt is from identity theft, attach your FTC identity theft report from IdentityTheft.gov.","regulator":"ftc"},{"do":"If PRA keeps collecting without sending verification, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you dispute in writing within the validation period, a debt collector must stop collecting the debt, or the disputed part, until it sends verification of the debt or a copy of a judgment (Regulation F, 12 CFR 1006.38).","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The FTC says to send a dispute letter within 30 days of receiving the validation information; if you do not dispute within 30 days, the collector can assume the debt is valid.","issues":["debt_collection"],"source":"https://consumer.ftc.gov/articles/debt-collection-faqs","last_verified":"2026-10-13"}]},{"issue":"credit_report_error","summary":"Dispute the PRA entry with each credit bureau and directly with PRA at the address on your credit report.","evidence":["credit report page with the PRA entry","proof of payment","bankruptcy discharge or identity theft report"],"steps":[{"do":"Dispute the entry with each credit bureau that shows it."},{"do":"Also send a direct dispute to PRA at the address on your credit report or the address PRA gives for disputes.","channel":"disputes-page"},{"do":"If the entry is not fixed, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"A furnisher must investigate a direct dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time a credit bureau has (Regulation V, 12 CFR 1022.43).","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-13"}]}],"facts":[{"claim":"The CFPB received 20,723 complaints about Portfolio Recovery Associates, LLC from July 1, 2025 to June 30, 2026 (debt collection 16,518; credit reporting 3,989). 11,471 were closed with non-monetary relief and 9,250 with explanation; none show monetary relief. 155 responses were not timely.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"The most common CFPB issue for PRA in that period was \"Attempts to collect debt not owed\" (6,709), including 4,504 \"Debt is not yours\" and 1,830 \"Debt was result of identity theft\".","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"kind":"policy","claim":"On April 13, 2023 a federal court (E.D. Va.) entered a CFPB order against PRA. The CFPB alleged that PRA violated a 2015 order and federal law, including by collecting unsubstantiated debt, suing on time-barred debt and mishandling credit reporting disputes. PRA must pay at least $12.18 million in redress and a $12 million civil penalty.","source":"https://www.consumerfinance.gov/enforcement/actions/portfolio-recovery-associates-llc/","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"PRA's consumer site has \"Who's Calling From\" pages for the phone and text numbers it uses, such as https://www.portfoliorecovery.com/prapay/phone/8006548818. Use them, or the number on your letter, to check a caller. Seen in search results; not fetched.","issues":["debt_collection","fraud"],"source":"https://www.portfoliorecovery.com/prapay/phone/8006548818","last_verified":"2026-10-13"}],"known_blockers":["portfoliorecovery.com failed automated fetches (certificate error); hand the browser to the person.","Phone lines verify the account holder by voice."]},"playbooks":{"debt_collection":{"company":{"id":"portfolio-recovery-associates","name":"Portfolio Recovery Associates (PRA)","sector":"debt_collector","website":"https://www.portfoliorecovery.com","account_url":null},"issue":{"id":"debt_collection","name":"Sent to collections"},"playbook_source":"company","summary":"Dispute in writing before the validation period ends and ask for verification; PRA must pause collection until it answers.","evidence":["validation notice with the end date of the validation period","PRA and original account numbers","proof of payment or identity theft report","copies of what you send"],"steps":[{"do":"Find the date the validation notice gives as the end of the validation period, and the dispute address on the notice."},{"do":"Before that date, send a written dispute by certified mail. Say which part you do not owe and ask for verification and for the name and address of the original creditor.","channel":{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}},{"do":"Keep a copy and the mailing receipt. You can also email the dispute, but keep the mailed copy as proof.","channel":{"id":"customer-care-email","type":"email","label":"PRA customer care email","value":"pracustomercare@portfoliorecovery.com","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract of PRA's Contact & FAQs page. Regulation F counts an email dispute as written only if the collector accepts electronic communication through that channel; also mail the dispute.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}},{"do":"If the debt is from identity theft, attach your FTC identity theft report from IdentityTheft.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"do":"If PRA keeps collecting without sending verification, file a CFPB complaint.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"main-phone","type":"phone","label":"PRA main line (account questions)","value":"+1-800-772-1413","purposes":["debt_collection","credit_report_error"],"access":"human_only","notes":"Listed on PRA Group's corporate contact page; search-engine extracts of PRA's consumer contact page give the same number for account questions.","source":"https://www.pragroup.com/contact-us/","last_verified":"2026-10-13"},{"id":"disputes-page","type":"web_form","label":"Disputes contact information (phone, live chat, email or mail)","value":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","purposes":["debt_collection","credit_report_error","identity_theft"],"notes":"Seen in search results; the page could not be fetched to confirm its dispute address.","source":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"PRA customer care email","value":"pracustomercare@portfoliorecovery.com","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract of PRA's Contact & FAQs page. Regulation F counts an email dispute as written only if the collector accepts electronic communication through that channel; also mail the dispute.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"},{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"If you dispute in writing within the validation period, a debt collector must stop collecting the debt, or the disputed part, until it sends verification of the debt or a copy of a judgment (Regulation F, 12 CFR 1006.38).","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The FTC says to send a dispute letter within 30 days of receiving the validation information; if you do not dispute within 30 days, the collector can assume the debt is valid.","issues":["debt_collection"],"source":"https://consumer.ftc.gov/articles/debt-collection-faqs","last_verified":"2026-10-13"},{"claim":"The CFPB received 20,723 complaints about Portfolio Recovery Associates, LLC from July 1, 2025 to June 30, 2026 (debt collection 16,518; credit reporting 3,989). 11,471 were closed with non-monetary relief and 9,250 with explanation; none show monetary relief. 155 responses were not timely.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"The most common CFPB issue for PRA in that period was \"Attempts to collect debt not owed\" (6,709), including 4,504 \"Debt is not yours\" and 1,830 \"Debt was result of identity theft\".","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"kind":"policy","claim":"On April 13, 2023 a federal court (E.D. Va.) entered a CFPB order against PRA. The CFPB alleged that PRA violated a 2015 order and federal law, including by collecting unsubstantiated debt, suing on time-barred debt and mishandling credit reporting disputes. PRA must pay at least $12.18 million in redress and a $12 million civil penalty.","source":"https://www.consumerfinance.gov/enforcement/actions/portfolio-recovery-associates-llc/","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"fdcpa-reg-f-validation","title":"Debt validation notice and dispute period (FDCPA, Regulation F)","citation":"12 CFR 1006.34; 12 CFR 1006.38 (Regulation F)","jurisdiction":"us-federal","status":"in_effect","summary":"A third-party debt collector must give the consumer validation information, including an itemization of the debt and the date the validation period ends. If the consumer disputes the debt in writing within the validation period (30 days after the consumer receives or is assumed to receive the information), the collector must stop collecting until it sends verification of the debt.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Regulation F covers a debt collector: a person whose principal business purpose is collecting debts, or who regularly collects debts owed or asserted to be owed to another. It generally does not cover a creditor's own employees collecting in the creditor's name, or a person who got a debt before it was in default. A debt is a consumer obligation primarily for personal, family or household purposes.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/2/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The collector must give the validation information in the initial communication, or within five days after it, or orally in the initial communication.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The validation period ends \"30 days after the consumer receives or is assumed to receive the validation information\". The collector may assume receipt on any date \"at least five days (excluding legal public holidays identified in 5 U.S.C. 6103(a), Saturdays, and Sundays)\" after it provides the information. The notice must state the date the collector will treat as the end of the validation period.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The validation information includes the itemization date, the amount of the debt on that date, an itemization of interest, fees, payments and credits since then, the current amount, and a consumer response section with dispute prompts.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"process","claim":"\"Upon receipt of a dispute submitted by the consumer in writing within the validation period, a debt collector must cease collection of the debt, or any disputed portion of the debt,\" until it sends the consumer a copy of verification of the debt or of a judgment, in writing or electronically. A dispute sent through an electronic medium the collector accepts, such as its email address or website portal, counts as written.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the consumer asks in writing within the validation period for the name and address of the original creditor, the collector must stop collection until it provides that information.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"policy","claim":"During the validation period the collector may not use collection activities or communications that overshadow or are inconsistent with the consumer's dispute rights. Failure to dispute does not count as a legal admission that the consumer owes the debt.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"PRA's consumer site has \"Who's Calling From\" pages for the phone and text numbers it uses, such as https://www.portfoliorecovery.com/prapay/phone/8006548818. Use them, or the number on your letter, to check a caller. Seen in search results; not fetched.","issues":["debt_collection","fraud"],"source":"https://www.portfoliorecovery.com/prapay/phone/8006548818","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"written_complaint","note":"Dispute in writing within the validation period in the notice; use the address on the notice.","channel":{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":2,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["portfoliorecovery.com failed automated fetches (certificate error); hand the browser to the person.","Phone lines verify the account holder by voice."],"security":{"official_domains":["portfoliorecovery.com","pragroup.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":9,"search_snippet":2},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 35 sources are the organization's own pages or government sites; 2 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Portfolio Recovery Associates, LLC is the U.S. debt buyer and collector of PRA Group, Inc. (Norfolk, VA). portfoliorecovery.com failed automated fetches on 2026-10-13 (certificate error), so its email, mailing address and disputes page were read from search-engine extracts. PRA Group's corporate site lists its headquarters as 150 Corporate Blvd, Norfolk, VA 23502; PRA's consumer contact page gives 120 Corporate Blvd. Use the dispute address printed on your validation notice first.","warnings":[]},"credit_report_error":{"company":{"id":"portfolio-recovery-associates","name":"Portfolio Recovery Associates (PRA)","sector":"debt_collector","website":"https://www.portfoliorecovery.com","account_url":null},"issue":{"id":"credit_report_error","name":"Error on a credit report"},"playbook_source":"company","summary":"Dispute the PRA entry with each credit bureau and directly with PRA at the address on your credit report.","evidence":["credit report page with the PRA entry","proof of payment","bankruptcy discharge or identity theft report"],"steps":[{"do":"Dispute the entry with each credit bureau that shows it."},{"do":"Also send a direct dispute to PRA at the address on your credit report or the address PRA gives for disputes.","channel":{"id":"disputes-page","type":"web_form","label":"Disputes contact information (phone, live chat, email or mail)","value":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","purposes":["debt_collection","credit_report_error","identity_theft"],"notes":"Seen in search results; the page could not be fetched to confirm its dispute address.","source":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","last_verified":"2026-10-13"}},{"do":"If the entry is not fixed, file a CFPB complaint.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"main-phone","type":"phone","label":"PRA main line (account questions)","value":"+1-800-772-1413","purposes":["debt_collection","credit_report_error"],"access":"human_only","notes":"Listed on PRA Group's corporate contact page; search-engine extracts of PRA's consumer contact page give the same number for account questions.","source":"https://www.pragroup.com/contact-us/","last_verified":"2026-10-13"},{"id":"disputes-page","type":"web_form","label":"Disputes contact information (phone, live chat, email or mail)","value":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","purposes":["debt_collection","credit_report_error","identity_theft"],"notes":"Seen in search results; the page could not be fetched to confirm its dispute address.","source":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"PRA customer care email","value":"pracustomercare@portfoliorecovery.com","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract of PRA's Contact & FAQs page. Regulation F counts an email dispute as written only if the collector accepts electronic communication through that channel; also mail the dispute.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"},{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"A furnisher must investigate a direct dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time a credit bureau has (Regulation V, 12 CFR 1022.43).","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-13"},{"claim":"The CFPB received 20,723 complaints about Portfolio Recovery Associates, LLC from July 1, 2025 to June 30, 2026 (debt collection 16,518; credit reporting 3,989). 11,471 were closed with non-monetary relief and 9,250 with explanation; none show monetary relief. 155 responses were not timely.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"The most common CFPB issue for PRA in that period was \"Attempts to collect debt not owed\" (6,709), including 4,504 \"Debt is not yours\" and 1,830 \"Debt was result of identity theft\".","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"kind":"policy","claim":"On April 13, 2023 a federal court (E.D. Va.) entered a CFPB order against PRA. The CFPB alleged that PRA violated a 2015 order and federal law, including by collecting unsubstantiated debt, suing on time-barred debt and mishandling credit reporting disputes. PRA must pay at least $12.18 million in redress and a $12 million civil penalty.","source":"https://www.consumerfinance.gov/enforcement/actions/portfolio-recovery-associates-llc/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"written_complaint","note":"Dispute in writing within the validation period in the notice; use the address on the notice.","channel":{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":2,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["portfoliorecovery.com failed automated fetches (certificate error); hand the browser to the person.","Phone lines verify the account holder by voice."],"security":{"official_domains":["portfoliorecovery.com","pragroup.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":9,"search_snippet":2},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 35 sources are the organization's own pages or government sites; 2 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Portfolio Recovery Associates, LLC is the U.S. debt buyer and collector of PRA Group, Inc. (Norfolk, VA). portfoliorecovery.com failed automated fetches on 2026-10-13 (certificate error), so its email, mailing address and disputes page were read from search-engine extracts. PRA Group's corporate site lists its headquarters as 150 Corporate Blvd, Norfolk, VA 23502; PRA's consumer contact page gives 120 Corporate Blvd. Use the dispute address printed on your validation notice first.","warnings":[]}},"escalation":[{"index":0,"rung":"written_complaint","note":"Dispute in writing within the validation period in the notice; use the address on the notice.","channel":{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":2,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"security":{"official_domains":["portfoliorecovery.com","pragroup.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":9,"search_snippet":2},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 35 sources are the organization's own pages or government sites; 2 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Portfolio Recovery Associates (PRA) — how disputes and complaints actually go","last_verified":"2026-10-13","file":"dossiers/portfolio-recovery-associates.md","markdown":"## In short\n\nPRA buys old debts and collects them. Dispute in writing, to the address on your validation notice, before the validation period ends, and ask for verification and the original creditor; PRA must stop collecting until it answers. Dispute any PRA entry with the credit bureaus and with PRA directly. A CFPB complaint gets a timely answer: in the 12 months to June 2026 PRA closed 55% of CFPB complaints with non-monetary relief but none with monetary relief. In 2023 a federal court entered a CFPB order against PRA over alleged collection of unsubstantiated debts and mishandled credit disputes.\n\n## How complaints actually go\n\n- PRA's consumer site has a disputes contact page offering phone, live chat, email or mail, and a contact page with 1-800-772-1413, pracustomercare@portfoliorecovery.com and 120 Corporate Blvd, Norfolk, VA 23502. Seen in search-engine extracts; the site failed automated fetches. [PRA: disputes contact information](https://www.portfoliorecovery.com/prapay/contact-us/disputes) [PRA: contact and FAQs](https://www.portfoliorecovery.com/prapay/contact-us)\n- PRA Group's corporate site lists 1-800-772-1413 and a headquarters at 150 Corporate Blvd, Norfolk, VA 23502, and links U.S. consumers to portfoliorecovery.com. [PRA Group: contact us](https://www.pragroup.com/contact-us/)\n- A written dispute within the validation period stops collection of the disputed debt until the collector sends verification or a judgment. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- CFPB complaints go to PRA for a written response; 20,568 of 20,723 PRA responses in the 12 months to June 2026 were timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## What tends to work\n\n- Send the dispute by certified mail with a return receipt, within 30 days of receiving the validation information, and keep a copy. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Ask in the same letter for the original creditor's name and address; a written request within the validation period also pauses collection until PRA answers. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- For a wrong credit report entry, dispute with each bureau and send a direct dispute to PRA at the address on your report; PRA must investigate within the bureau time limit. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n- Escalate to the CFPB with dates and copies. In the 12 months to June 2026, 11,471 of 20,723 PRA complaints (55.4%) closed with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Point to PRA's record: in the case behind the CFPB's 2023 order (E.D. Va., entered April 13, 2023), the CFPB alleged that PRA collected debts without substantiation, sued on time-barred debts and did not reasonably investigate credit reporting disputes. The order requires at least $12.18 million in redress and a $12 million penalty. [CFPB: Portfolio Recovery Associates](https://www.consumerfinance.gov/enforcement/actions/portfolio-recovery-associates-llc/)\n\n## Traps and fine print\n\n- If you do not dispute within the validation period, the collector can assume the debt is valid, though failing to dispute is not a legal admission that you owe it. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs) [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- PRA's addresses differ between its consumer site (120 Corporate Blvd) and its corporate site (150 Corporate Blvd). Use the dispute address on your validation notice or credit report. [PRA Group: contact us](https://www.pragroup.com/contact-us/) [PRA: contact and FAQs](https://www.portfoliorecovery.com/prapay/contact-us)\n- An email counts as a written dispute only if the collector accepts electronic communication through that address; mail a copy as well. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- The CFPB says companies sometimes choose \"Closed with explanation\" even when the consumer got relief, so read PRA's written answer, not just the category. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Portfolio Recovery Associates, LLC\": 20,723. Products: debt collection 16,518, credit reporting 3,989, credit card 154. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Top issues: attempts to collect debt not owed 6,709 (debt is not yours 4,504; result of identity theft 1,830; debt was paid 210), threatened negative or legal action 4,434 (mostly \"threatened or suggested your credit would be damaged\", 4,082), written notification about debt 2,448 (not enough information to verify the debt, 1,972). [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Outcomes: 11,471 closed with non-monetary relief, 9,250 with explanation, 2 in progress, none with monetary relief; 155 responses were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Across all collectors in 2025, companies closed 23% of CFPB debt collection complaints with non-monetary relief and 0.1% with monetary relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Callers who threaten arrest or demand immediate payment are not acting like licensed collectors; collectors may not threaten arrest or pretend to be lawyers or government officials. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Do not give personal or financial information until you have the validation information. Check a caller's number against PRA's \"Who's Calling From\" pages, or call the number on your letter. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs) [PRA: who's calling](https://www.portfoliorecovery.com/prapay/phone/8006548818)\n- Business imposters, including \"phantom debt\" schemes, cost people $3.5 billion in imposter losses reported to the FTC in 2025. Report fake collectors at ReportFraud.ftc.gov. [FTC, June 15, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/06/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025)\n"},"guide":{"key":"debt_collector","title":"Debt collectors and debt buyers — how disputes and complaints work","last_verified":"2026-10-13","file":"guides/debt_collector.md","page":"https://escalate.alexgaoth.com/#/guides/debt_collector"}}