Consumer Response Annual Report

On July 21, 2011, the Consumer Financial Protection Bureau (CFPB or Bureau) began consumer response operations as the nation’s first federal agency specifically mandated to protect American consumers in the financial marketplace. As this report shows, our Office of Consumer Response (Consumer Response) has made great strides over the last year, expanding its capacity to receive complaints and answer questions from consumers.

Consumer Response began taking consumer complaints about credit cards on July 21, 2011, and, since then, has added the ability to accept complaints about mortgages, bank accounts and services, private student loans, other consumer loans, and credit reporting. We provide these services to consumers in more than 180 languages, and our contact centers answer calls with little-to-no wait time. We continue to work toward expanding our complaint handling to include other products and services under the Bureau’s authority, such as money transfers, debt collection, and payday loans.

Full report

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