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Unfortunately, the federal Fair Debt Collection Practices Act (FDCPA) does not apply to the collection department of a creditor (it only applies to outside collection agencies). However, many states have fair debt collection laws that do cover creditors' collection departments.
Check with your state consumer protection office to see if your state law applies to in-house collectors and to find out what types of collection practices it prohibits. (To locate your state consumer protection office, see Nolo's article State Consumer Protection Offices.)