Cease communications
A stop-contact request is held at the scope the borrower actually expressed, protected before it is classified, and enforced again at every send and dial.
When a borrower asks you to stop contacting them, the platform holds the request at exactly the scope they expressed, protects them before it has finished working out which scope that is, and re-checks it at every send and every dial. “Stop texting me,” “write to my attorney,” “do not call this number,” and “I refuse to pay” are four different instructions. LendEasy preserves the exact interaction, opens review when needed, and applies a safe interim control without guessing a narrower scope than the customer expressed.
The five dimensions of a stop request
Five dimensions describe what a borrower asked for, and only one of them is the channel they happened to use:
| Dimension | Examples |
|---|---|
| Channel | Voice, SMS, email, mail, all electronic channels. |
| Purpose | Collections, payment reminders, servicing notices, marketing. |
| Subject | Customer, one contact detail, one debt, or all linked obligations. |
| Party | Customer directly, represented customer, authorized third party. |
| Duration | Until revoked, effective interval, or reviewed event. |
A borrower who texts stop calling me has said nothing about texts. Reading a request down to the channel it arrived on is how somebody who asked for silence goes on being phoned, with a record showing they only opted out of SMS.
A live consent cannot outrank a restriction
An SMS STOP clears the contact detail’s explicit texting permission, and revoking that consent closes that grant. A broader or legally sensitive stop applies a COMMUNICATION_HOLD restriction on the core, and the resolved action matrix blocks matching outreach even if another consent or permission remains active.
active consent AND verified destination
does not override
active restriction for this purpose/channel/debtConsent answers whether a borrower once agreed to hear from you; a restriction answers whether you may speak to them now, and the second is the one that governs. The restriction is checked both when work is planned and immediately before execution, so scheduled messages and queued calls that became ineligible in between are held and recorded as blocked rather than sent by a plan made this morning.
A cease request changes conduct, not the debt
A cease control does not erase the loan, waive a balance, resolve delinquency, or close a linked collections matter. It changes which actions may be taken. Lawful required notices, inbound service, payment processing, and other exceptions are separately evaluated under configured policy rather than assumed permitted — an exception that applied itself is the one that reaches a borrower on exactly the day they asked not to be reached.
For debt-collection communications covered by Regulation F, 12 CFR 1006.6 is a primary source for consumer communications restrictions. Applicability and allowed follow-up depend on the actor, debt, channel, request, and jurisdiction; first-party servicing should not be labeled covered merely because the platform can enforce the rule.
A later payment is not a revocation
A borrower who calls about a balance or pays an installment is using a channel they still own; neither act withdraws the request they made. Reading one as consent is how a stop instruction quietly expires the moment somebody cooperates. Narrowing or clearing requires authenticated evidence, effective time, reason, eligible actor, and review under tenant policy, and the original control remains in history.
Seven records behind one stop request
The point of the list is that a blocked attempt weeks later can still be traced to the exact words that blocked it:
- source interaction and exact content or recording segment;
- identity/authority state at intake;
- interim hold applied time;
- classification decision and rule version;
- resulting consent revocations and restriction IDs;
- blocked attempts after the request;
- any later change evidence and approver.