Long hold times or excellent care? Tell us about the customer service at your bank or credit union!

The CFPB wants to hear from you about your experiences dealing with customer service at your bank or credit union – both the good and the bad. That’s why today we’re extending the deadline to comment on our Request for Information about customer service at financial institutions until August 22, 2022.

A 2010 federal law specifies that consumers have rights to obtain timely responses to requests for information about their accounts from large depository institutions. Consumer stories can help us uncover obstacles that may prevent people from receiving high standards of customer service and high-quality human interactions with their banks or credit unions.

We’re interested in hearing examples about your ability to access information from your bank or credit union when you need it, including:

• Experiences with “chat-bots” or automated responses
• Long wait times when you need to speak with a real human
• Differences in the quality of service online vs. in person
• Difficulties accessing different types of information from your bank or credit union
• Any fees associated with customer service or requests for information

We want to hear from you, whether it was a good interaction or bad. People should not have to go through a gauntlet to get answers about their bank account. By sharing stories and experiences with the CFPB, you’ll help inform future policy guidance and other initiatives about consumers’ right to access critical information about their accounts.

Submit your comments through the Federal Register or on Regulations.gov until August 22, 2022. You can also submit comments by emailing RelationshipBankingAndCustomerService@cfpb.gov. Please include “Docket No. CFPB2022-0040” in the subject line of the message.