Consumers File Complaints Directly To Consumer Financial Protection Bureau (CFPB)

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Consumers File Complaints Directly To
"Consumer Financial Protection Bureau"

When Katherine Moody noticed in April that the terms of her student loan changed, she typed up a brief note and filed it through the Consumer Financial Protection Bureau’s online complaint portal.

A day later, a representative from Navient Solutions Inc. called and restored the previous terms, scrapping the surprise conditions that would have added about $7,000 to overall payments, Ms. Moody said.

“In dealing with bureaucracy, I have low expectations,” said the 35-year-old librarian at a Wisconsin college. “But this worked out.” A Navient spokeswoman said a letter explaining the change wasn’t received by Ms. Moody before the change occurred.

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The CFPB’s complaint portal has emerged as a go-to spot for consumers with frustrations about their financial firms. It has burnished the agency’s consumer-advocacy role, while also generating controversy with businesses and some lawmakers.

The bureau began accepting consumer complaints when it opened five years ago this month. It has since handled more than 930,000 consumer complaints on a range of financial services from mortgages and bank accounts to payday loans and virtual currency.

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Consumers can opt to make public their verbatim complaints, which the CFPB calls narratives, without their personal information. All public complaints, whether they include narratives or not, name the company and response and note whether it was timely.

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Some industry officials and Republican lawmakers say the database is rife with inaccurate information and doesn’t protect consumer privacy. The effort, some say, exemplifies government overreach, increases company expenses and undermines companies’ own procedures for handling customer complaints.

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Grumbling intensified last year when the CFPB started publishing the narratives of complaints, a step that opponents say Congress didn’t authorize.

A House bill introduced in June would require the CFPB to verify all claims made in complaints. “Public disclosure of unverified consumer complaint narratives raises significant consumer-privacy issues and risks tarnishing the reputation of individual companies,” said Virginia O’Neill, senior vice president of the American Bankers Association’s Center for Regulatory Compliance.

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CFPB Director Richard Cordray calls the database “part of our DNA,” playing an important role guiding the agency’s supervision of companies, enforcement actions, rule making and consumer protection.

The agency has said that while it doesn’t verify claims made in complaints, it takes steps to authenticate all complaints, including checking documentation and verifying the consumer’s business relationship with the company. The agency says the process gives companies time and space to respond.

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The CFPB processes many more complaints than similar programs run by other federal agencies. It handled around 271,600 in 2015, up 8% from 2014. The Transportation Department received 20,170 complaints last year from airline customers, and the Consumer Product Safety Commission’s complaint portal, SaferProducts.gov, also established in 2011 and often compared with the CFPB’s system, received 4,482 comments last year on products from cribs to drywall.

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Companies have added staff to answer CFPB complaints swiftly and have begun poring over the database to learn how their products and services measure up against their competition, companies and lawyers say.

Stephen Ross, a partner for Ernst And Young LLP’s fraud investigation and dispute services, describes the database as a “very transparent dataset that really puts the onus on financial institutions to investigate and respond.” Ernst And Young is among a number of firms that coach companies on how to respond to the portal and make use of its data.

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Once a complaint is filed, the CFPB forwards it to the company, which has 15 days to respond to the CFPB. Complaints can be shared with other government agencies. Companies can resolve cases by providing monetary or nonmonetary relief or explanations to the customer. They can also flag inaccurate complaints. The CFPB says companies respond to 97% of the complaints.

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CFPB officials say the agency uses the database to aid its activities in inspection, enforcement and rule making.

Navient, based in Wilmington, Del. and spun off from SLM Corp., also known as Sallie Mae, in 2014, said in its response that the change in her loan terms was prompted by a company review to set all customers at the “maximum term allowed by federal regulations.” Extending the duration of the loan lowers the customer’s monthly payment but increases the total interest paid over the life of the loan.

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Earlier, citing some 1,300 complaints sent to the CFPB, the Justice Department ordered Navient and Sallie Mae in 2014 to pay back a total of $60 million to nearly 78,000 service members for allegedly overcharging on student loans. In settling the charges, the companies didn’t admit or deny the allegations.

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The company reviews customer comments in the database “to leverage their feedback to improve and enhance our service...and to make recommendations to policy makers on legislative and regulatory changes,” said Navient spokeswoman Patricia Christel.

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Your questions and comments are greatly appreciated.

Monty Henry, Owner

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