If you have received a letter, phone call, or notice from Continental Service Group or ConServe, you are dealing with one of the most established debt collection agencies in the United States, and one with a particularly significant distinction: ConServe is one of only a handful of private collection agencies authorized by the Internal Revenue Service to collect outstanding federal tax debts on behalf of the U.S. government.
Continental Service Group, Inc., doing business as ConServe, was founded in 1985 and is headquartered in Fairport, New York. The company specializes in accounts receivable management for government agencies, higher education institutions, financial organizations, and commercial businesses. With estimated annual revenue of over $115 million, call centers in both Rochester, New York and Phoenix, Arizona, and an estimated workforce of over 700 employees, ConServe is a major player in the collection industry with a national reach.
This article covers everything you need to know about ConServe: who they are, what industries they serve, how their IRS contract works, their contact information, their compliance record, and what to do if they have contacted you.
Company Overview
ConServe has been in operation for 40 years, with its corporate headquarters located at 200 Cross Keys Office Park, Fairport, New York 14450. The company operates two primary call centers: one in the Rochester, New York area and another in Phoenix, Arizona. All employees are based in the United States.
ConServe positions itself as an accounts receivable management company rather than a traditional collection agency. Their service model emphasizes what they describe as "fostering financial freedom" by working with consumers to develop repayment plans that address their financial situations. The company employs what it calls "recovery specialists" rather than collectors, and reports an average employee tenure of six years, which is notably high for the collection industry.
ConServe holds an A+ rating with the Better Business Bureau, has been BBB accredited since 2014, and is a member of ACA International, the primary trade association for the collection industry.
Contact Information
Main phone: (800) 724-7500
Secondary phone: (585) 421-1000
IRS program phone: (844) 853-4875
Consumer payment line: (800) 724-4439
Mailing address (general): 200 Cross Keys Office Park, Fairport, NY 14450
Mailing address (IRS program): P.O. Box 307, Fairport, NY 14450
Website: conserve-arm.com
Industries and Services
IRS Private Debt Collection
ConServe's most notable distinction is its designation as an approved contractor for the IRS Private Debt Collection (PDC) program. Under the FAST Act passed by Congress in 2015, the IRS is required to use private collection agencies to collect certain outstanding, inactive tax debts. ConServe is currently one of only three agencies authorized to work in this program, alongside CBE Group and Coast Professional, Inc.
When the IRS assigns a tax debt to ConServe, the process follows a specific sequence. The IRS first sends the taxpayer a Notice CP40 informing them that their account has been assigned to a private collection agency. ConServe then sends its own initial contact letter. Both letters contain a taxpayer authentication number used to verify the caller's identity and confirm the legitimacy of the contact.
It is important to understand that ConServe, as an IRS contractor, cannot accept payments directly. Payments must be made payable to the U.S. Treasury and sent to the IRS, not to ConServe. ConServe also cannot take enforcement actions like levying bank accounts, garnishing wages, or filing liens. Those powers remain exclusively with the IRS. ConServe can only set up and monitor installment payment arrangements within terms already approved by the IRS. The IRS private debt collection FAQ page provides detailed information about how this program works.
Higher Education and Student Loans
Higher education debt collection represents a major portion of ConServe's business. The company is a registered Professional Collection Agency (PCA) with the U.S. Department of Education, which means they are authorized to collect on federal student loans. They also collect tuition debts on behalf of universities and colleges, as well as state-guaranteed student loans through agencies like the New York State Higher Education Services Corporation (NYSHESC).
Student loan debt is unique in the collection world because federal student loans have no statute of limitations, are generally not dischargeable in bankruptcy, and can lead to consequences like wage garnishment, tax refund offsets, and withholding of Social Security benefits. If ConServe contacts you about a federal student loan, it is worth exploring options like loan rehabilitation, income-driven repayment plans, or consolidation before negotiating directly with the collector.
For a broader understanding of how student housing and education-related debts end up in collections, ACB's article on student housing lease break debt recovery strategies covers the process from the tenant and property manager perspectives.
Government Agencies
Beyond the IRS, ConServe works with various federal, state, and local government agencies to recover unpaid balances. These can include fines, fees, overpayments, and other government-related receivables. Government collection requires strict compliance protocols, and ConServe's long track record of government contracting speaks to their ability to meet these standards.
Financial Institutions
ConServe serves banks, credit unions, and other lenders, helping them recover outstanding debts while preserving customer relationships. The company participates in the National Credit Union Collections Alliance (NCUCA) and markets its services specifically to credit unions looking for compliant, performance-driven collection partners.
Commercial Collections
ConServe also provides accounts receivable management services for commercial businesses. Their commercial recovery solutions include third-party collections, skip tracing, and performance management reporting through client web portals.
Services Offered
ConServe's service menu goes beyond standard third-party collections. Their full range of offerings includes third-party debt collection across all of the industries described above, pre-default recovery programs designed to intervene before accounts become seriously delinquent, skip tracing to locate consumers who have moved or changed contact information, consumer web and mobile app portals for self-service account access and payment, client web portals with performance dashboards and reporting, account scoring to prioritize recovery efforts based on likelihood of collection, and administrative resolution services.
The company emphasizes technology-driven recovery strategies, using data analytics to score accounts and allocate collection resources where they are most likely to produce results. For consumers, ConServe offers an online payment portal and a mobile app that allows account access and payment arrangement setup.
Consumer Complaints and Compliance
Like any large collection agency, ConServe has received consumer complaints. Common issues reported to the Consumer Financial Protection Bureau and the BBB include calls about debts consumers believe they do not owe, lack of documentation validating the debt, persistent or frequent contact, and confusion about whether ConServe's IRS-related calls are legitimate or scams.
The IRS impersonation concern is particularly relevant because phone scams involving fake IRS agents are extremely common. If you receive a call from someone claiming to represent the IRS through ConServe, verify the contact by checking whether you received IRS Notice CP40, confirming the taxpayer authentication number provided in that notice, and visiting irs.gov/payments to verify your account status. If you did not receive the CP40 notice, the call may be fraudulent and should be reported to the Treasury Inspector General for Tax Administration at (800) 366-4484.
ConServe maintains compliance with the Fair Debt Collection Practices Act, the Telephone Consumer Protection Act (TCPA), and, for healthcare-related accounts, HIPAA. Their BBB accreditation and ACA International membership reflect voluntary commitments to industry standards, though these memberships alone do not guarantee error-free operations.
What to Do If ConServe Contacts You
Verify the Debt
Before making any payment or providing personal information, request written validation of the debt. Under the FDCPA, ConServe must provide you with the amount owed, the name of the original creditor, and your right to dispute within 30 days. ACB's article on what is a validation notice and why do I need one explains how to use this right effectively.
If the contact is related to IRS taxes, verify through the IRS directly. You can request a transcript of your account at irs.gov/individuals/get-transcript to confirm whether your account was assigned to a private collection agency.
If the contact is related to a student loan, verify the account through studentaid.gov to confirm your loan status and servicer assignment.
Dispute If Necessary
If you do not owe the debt, believe the amount is incorrect, or think the account has already been paid, dispute it in writing within 30 days. ConServe must cease collection activity until they verify the debt. Include any supporting evidence, such as payment receipts, insurance explanations of benefits, or correspondence with the original creditor.
Explore Your Options
For federal tax debts, you may be eligible for an installment agreement, an offer in compromise, or currently not collectible status. The IRS Taxpayer Advocate Service at (877) 777-4778 can help if you are experiencing financial hardship.
For federal student loans, you may be eligible for rehabilitation, consolidation, or an income-driven repayment plan. Contact your loan servicer directly or visit studentaid.gov to explore options.
For other debts, ACB's article on how to pay a debt collection agency covers the payment and settlement process, including how to negotiate reduced balances and get agreements in writing.
How ConServe Compares to ACB
ConServe and Advanced Collection Bureau serve different segments of the collection market. ConServe's primary focus is government debt, including IRS tax collection and federal student loans, along with higher education and financial institution receivables. ACB specializes in residential rent recovery, medical debt, and small business collections, with a strong emphasis on serving landlords and property management companies.
Both agencies operate on contingency-based models. ConServe's government contracting experience and IRS designation give them unique capabilities in the tax and student loan space. ACB differentiates itself with twice-monthly credit bureau reporting, a strict policy of never charging interest on debts in its care, and specialized expertise in the residential rental market.
For businesses evaluating collection partners, ACB's article on the pros and cons of contingency-only collection agencies provides a framework for comparing agencies across the industry.
Filing a Complaint
If you believe ConServe has violated your rights under the FDCPA or engaged in improper collection practices, you can file a complaint with the following agencies.
The Consumer Financial Protection Bureau accepts complaints online and by phone at (855) 411-2372.
The Federal Trade Commission accepts fraud and consumer protection complaints.
The New York Attorney General's Consumer Protection Division handles complaints about businesses operating in New York.
For IRS-related concerns specifically, the Taxpayer Advocate Service at (877) 777-4778 can intervene on your behalf.
If you are dealing with a debt and need a collection partner that specializes in residential and medical debt recovery, contact Advanced Collection Bureau at (321) 633-4999 or visit advancedcb.com.
