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Financial Services Law Insights and Observations

CFPB issues 2019 Consumer Response Annual Report

Federal Issues CFPB Consumer Finance Consumer Complaints

Federal Issues

On March 31, the CFPB published its Consumer Response Annual Report, providing a review of the Bureau’s complaint process and a description of complaints received from consumers in all 50 states and the District of Columbia between January 1 and December 31, 2019. 

According to the report, the Bureau handled approximately 352,400 consumer complaints. Of these complaints, roughly 81 percent were submitted to companies for review and response, 14 percent were referred to other regulatory agencies, and five percent were determined to be incomplete. Report data showed that more than 3,200 companies responded to complaints received by the Bureau, with roughly 7,800 complaints receiving administrative responses. In addition, at the end of 2019, approximately 15,700 complaints were still being reviewed by companies, the report stated. The top products and services—representing approximately 89 percent of all complaints—were credit or consumer reporting, debt collection, credit cards, mortgages, and checking or savings accounts. The Bureau also received complaints related to: (i) student, personal, and payday loans; (ii) money transfers and virtual currency; (iii) vehicle finance; (iv) prepaid cards; (v) credit repair; and (vi) title loans. As reported by the CFPB, the majority of consumers who submitted complaints indicated that they first tried to resolve their issues with the companies.

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