> ## Documentation Index > Fetch the complete documentation index at: https://faq.universalaccountservicing.com/llms.txt > Use this file to discover all available pages before exploring further. # How and when we contact you > The channels we use, what triggers contact, how to change your preferences, and how to tell a real message from a scam. ## When we contact you Contact is tied to something happening on your account — a payment due, a payment missed, a payment declined, a fee charged, a promotional period ending. We are not going to call you to sell you something. **We do not contact you to market to you.** Providing a phone number authorizes us to contact you about servicing and collecting on your account — expressly **not** for marketing. ## The channels Email, text message, phone, and chat. Which you get depends on what you have given us and what you have opted into. | Channel | What it is used for | | ---------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | **Email** | Statements if you are paperless, alerts you have turned on, support request updates | | **Text message** | Account messages such as payment reminders, if you have opted in — see [Text message program](/trust-and-compliance/text-message-program) | | **Phone** | Servicing and collection calls, including automated dialing and prerecorded messages | | **Chat** | Support during business hours | ## When we will and will not call | | | | --------- | ---------------------------------------------------------------------------------------- | | **Calls** | Never before **8:00 AM** or after **9:00 PM** in your own time zone | | **Texts** | Business days only, between **8:00 AM and 9:00 PM** in your time zone | | **Never** | At a time you have told us is inconvenient, or on a channel you have asked us not to use | If you tell us a time or a channel does not work for you, that is recorded on your account and applied — you should not have to repeat it. ## Voicemails are prerecorded If we call and you do not answer, the voicemail you get is a prerecorded message rather than an agent speaking to you live. It identifies Universal Account Servicing, gives our number, and asks you to call back or sign in. There is nothing in it specific to your balance. ## Calls may be recorded Calls with us are monitored or recorded, and the agent will say so at the start. **You cannot opt out of the recording, but you can decline the call.** If you tell an agent you do not consent to being recorded, they will end the call. uPortal360, email and post are all still open to you. ## What you can control Choose which of the eight account alerts you receive, and whether statements come by email or on paper — see [Alerts and paperless statements](/signing-in/alerts-and-paperless). Reply **STOP** to any message, or clear the Opt-In SMS box against your cell number under **Contact Info**. You can withdraw consent for these to your mobile number at any time — by telling an agent, by replying STOP to a text, by writing to us, or through uPortal360. Remove or change any number or address on your account — see [Updating your contact information](/signing-in/updating-contact-information). **A mobile number is not a condition of your credit.** Your E-SIGN disclosure says so directly. You are not required to give one, and you can withdraw consent for automated dialing and prerecorded messages to it whenever you want. ## Asking us to stop You can ask us to stop calling or texting at any time, in whatever way suits you. There is no form, no required wording, and no particular department you have to reach. | | | | --------------------- | ------------------------------------------------------------------------------------------------------ | | **How to ask** | Reply STOP to a text, tell an agent on any call, email or write to us, or ask in uPortal360 | | **How long it takes** | Recorded on your account when you ask, and applied within **10 business days** | | **What it covers** | The channel you asked about. If you do not say, it covers all automated calls and texts to that number | **We should not talk you out of it.** An agent may explain what you will stop receiving — you may want the payment reminders even if you do not want the calls — but they cannot refuse to record the request, make you ask again in writing, or make it a condition of anything. **Stopping contact does not stop what you owe.** Asking us not to call does not pause your payments, stop your monthly statements, or stop notices we are required by law to send you. If they are the only way we can reach you and your email is out of date, they go by post. ## Keeping your details current If our emails stop reaching you, an out-of-date address is the usual reason — and if notification emails bounce, your electronic statements can be cancelled and paper resumed, which you would then need to re-enroll. You agree to keep your email address up to date as part of consenting to electronic records. ## Telling a real message from a scam **We will never ask you for your full card number, your bank account number, or your Social Security number by email or text.** If a message asks for any of those, it is not from us. Do not reply, and do not use a phone number or link contained in the message. What genuine messages from us look like: * They may include your name, some account information, your balance or your due date * They will **never** include your full Social Security number * They ask you to sign in to uPortal360 or call the number on your statement — not to send details back by reply If you are unsure, go to [uportal360.com](https://uportal360.com/) directly or call the number on your statement. Never the number in the message. **Anyone with access to your inbox or your device can read your account emails.** If you share an email address or a household computer, that is worth knowing.