Calling your funder: what to say and what to put in writing

A phone call feels faster than a letter. It can be. It is also the place where people agree to things they did not mean to, and where nobody can later prove what was said. Use the phone to open the door, then use writing to walk through it.

Why the call matters

Funders often have a servicing or collections team and a separate team that handles reconciliations. The person who answers may not be the one who can decide. A call helps you find the right person, learn the process and get a reference number. It does not replace the written request your agreement may require. See the request letter guide.

Before you dial

• Have your agreement open to the reconciliation clause and the Notices section.
• Have your statements and your math in front of you. See Sales dropped: what to do in the first week.
• Decide your single goal for the call. For example: find out who handles reconciliations and how to submit one.
• Open a call log (a template is below) and note the time.
• Stay calm and polite. You are not trying to win an argument. You are trying to start a record.

Opening script

Say it in your own words. The shape is: who you are, which agreement, what you want, and that you will follow up in writing.

Hello, this is [your name] with [business name]. My agreement is dated [agreement date]. I am calling about the payment on that agreement.

Our sales have changed, and I would like to ask about a reconciliation under Section [section number]. Who handles that, and how do I send the request?

I will send everything in writing after this call. Can I get your name, your direct contact and a reference number for this conversation?

What to ask for

• The name, title and direct contact of the person you are speaking to.
• A reference or ticket number for the call.
• Which department handles reconciliation requests, and the exact way to submit one.
• Which documents they need, and for which dates.
• How long they take to respond.
• Whether debits continue while they review, and where that is written.
• A payoff or balance statement, if you want one.

Ask them to repeat any figure they give you, and write it down while they say it.

What never to agree to on the phone

1. A new payment amount or scheduleIt may come with a longer term, extra fees or a new agreement attached.
2. A new bank account or a change to the debitSwitching accounts without reading the agreement can break a promise in it.
3. A signature, e-signature or "verbal agreement"Do not sign anything sent to you during the call. Read it later.
4. A settlement or payoff figureAsk for the figure, the date it expires and a release in writing.
5. Access to your bank loginStatements are enough for a reconciliation. Never share a password.
6. A statement that you were wrong, or that you are "in default"You can say what happened without agreeing to a label. Ask what document the label comes from.
7. Giving up a rightWaiving the reconciliation clause, a notice right or a defense should never be agreed to by phone.

You can say this out loud:

I understand. I'm not able to agree to anything on this call. Please send the terms by email and I will review them and reply.

I have the request in writing. Can you confirm by email the date you received it and the date I should expect an answer?

Call log and follow-up

Fill in the log during the call. Then send the follow-up email the same day, so the record shows what both sides said.

CALL LOG

Date and time: [date, time]
Who called whom: [we called / they called]
Funder name and agreement number: [name, number]
Person spoken to (name, title): [name, title]
Direct phone or email: [contact]
Reference number: [number]
What I asked: [one or two lines]
What they said: [one or two lines]
Anything they asked me to send: [documents, deadline]
Anything they offered (I did not agree on the call): [offer]
Next step and date: [action, date]
Follow-up email sent on: [date]

Subject: Follow-up to our call on [date], agreement dated [agreement date]

Hello [name],

Thank you for speaking with me today at [time]. This email is to confirm what we discussed.

1. I asked about: [request]
2. You said: [their answer]
3. You asked me to send: [documents] by [date]
4. You said I should expect an answer by: [date]

Please reply to confirm this is correct, or tell me what to change. I have not agreed to any change to the agreement on the call. If you propose new terms, please send them in writing so I can review them.

Thank you,
[Your name], [Business name], [Phone]

Templates, not legal advice. Use the exact words from your agreement where you can. If the other side disputes what was said, your dated log and email are what you will point to. A lawyer can tell you how to use them for your own case.

If the funder says no, goes quiet or asks for something you do not understand, see Getting out of an MCA for the next options, and Events of default to understand what to avoid.

Education only, not legal advice. Agreements differ; your contract's exact wording controls.