A roadside sign displaying both “Speed Limit 25” and “Speed Limit 35” sends a mixed message. The main point may be clear to some—there’s road construction ahead, so slow down. But the conflicting limits create confusion. Is the speed limit 25 or 35? Or, as my husband so sarcastically put it, I would probably think it meant to add them together for a speed limit of 60. Wow. Harsh… but also, knowing myself, not entirely inaccurate.
That photo of the roadside sign displaying both “Speed Limit 25” and “Speed Limit 35” isn’t some random stock image—it’s the real deal, snapped on an actual road in California. Someone, somewhere, thought this made perfect sense. But for drivers? It’s a guessing game—speed up, slow down, or just hope for the best? That’s exactly why you need to audit.
You can’t assume that just because something was meant to be clear, everyone is interpreting it the same way.
Mixed Signals with Third-Party Vendors
I think I was destined to be an auditor. My dad was a Marine, so I learned early on that rules are rules—no wiggle room, no “well, maybe.” That mindset stuck with me, and now, when I read contracts and figure out how to test compliance, I take things very literally. If a contract or addendum clearly states that repossession agents cannot charge personal property fees, then my job is to make sure that’s not happening—no loopholes, no “oops, we didn’t know.”
Some states require repossession agents to send property letters, but here’s where things can get messy. If the creditor’s contract strictly forbids personal property fees, then those letters better not mention a dollar amount or even suggest that a fee might be charged. Otherwise, we’ve got a classic case of mixed signals.
And let’s be clear—waiting for a complaint to roll in is not an auditing technique.
If the first time you’re catching a compliance issue is when a customer raises their hand and says, “Hey, I was charged a fee I shouldn’t have been,” you’re already too late. Auditing means proactively testing and verifying, not just hoping no one notices a problem.
Speed Limits, Mixed Messages, and the Case for Auditing
A roadside sign displaying both “Speed Limit 25” and “Speed Limit 35” is a perfect example of how mixed messages create confusion.
The same thing happens in vendor oversight—just because a contract states a rule doesn’t mean everyone is interpreting (or following) it correctly. That’s why auditing is essential.
You can’t rely on contracts alone—you have to test, verify, and ensure that expectations are crystal clear before issues arise.
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Author: Bev Evancic
Bev.Evancic@ResourceManagement.com
Bev Evancic is a Senior Vice President at Resource Management Services, Inc. Prior to employment at RMS, Bev worked as the Collection and Recovery Manager at AT&T Universal Card, Citi, and Federated Department Stores. Bev started in the collection industry as a collector at an upscale clothing store in Cincinnati, Ohio. As a returned check and private label credit card collector, Bev gained a basic understanding of the collection industry that has not changed with the introduction of regulations. Her collection philosophy begins with the idea that businesses and customers benefit from preserving the customer relationship. First, collectors need to attempt to contact customers when it is convenient for the customer to discuss his/her financial condition and willingness/ability to pay. Second, you never collect money by intimidating or threatening customers. Third, businesses must make sure the debt is valid.
She has managed all phases of collection and recovery operations, including automated dialer units, bankruptcy, and legal units, skip tracing units, internal collections, outside collection agency networks, and Consumer Credit Counseling. As a Consultant for Resource Management Services, Inc., Bev has spearheaded collection and recovery best practices reviews for many top credit grantors. Her articles on dialer operations, agency management and bankruptcy best practices have been widely publicized.
She is well known and regarded as a specialty expert in the areas of: Repossession, Bankruptcy, Estate, Litigation, as well as Pre- and Post- Charge-off. Prior to joining Resource Management Services, Inc. in 1995, Bev managed the Recovery Department for AT&T Universal Card Services where she developed the bankruptcy, probate, internal and litigation processes.
She is the author of “Recovery Management: Collecting the Uncollectible Account.”
