March 2014

Complaints received 

from servicemembers, 

veterans, and their families

A snapshot by the the Office of Servicemember Affairs
2 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

Message from 

Holly Petraeus

Assistant Director for the Office of 

Servicemember Affairs

Hello and welcome from the Office of Servicemember Affairs (OSA) at the Consumer Financial 

Protection Bureau (CFPB)!

This is our second complaint report detailing the data and trends surrounding complaints 

submitted to the CFPB by servicemembers, veterans and their families. As you can see in the 

report, our complaint volume has steadily risen since July 2011 when we first started taking 

complaints. I am particularly pleased to report that servicemembers, veterans and their families 

who complained to the CFPB about financial products or services have recovered more than $1 

million. We have also added two new complaint categories in the past year starting with debt 

collection complaints last July and payday loan complaints in November. 

The sheer volume of debt collection complaints alone makes this an important complaint 

category for OSA. Beyond the numbers, however, I have heard in my many visits to military 

installations across the country about aggressive and deceptive tactics by debt collectors 

specifically targeting members of the military. These tactics to coerce payment often involve 

contacting a servicemember’s military chain of command, threatening punishment under the 

Uniform Code of Military Justice, threatening to have a servicemember reduced in rank, or 

threatening to have a servicemember’s security clearance revoked. 

Payday loans have been and continue to be an important issue for OSA as well. If you are a 

servicemember on active duty you, your spouse, and certain dependents have the protection of a 

special law called the Military Lending Act (MLA). The MLA says that you can’t be charged an 
3 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

interest rate higher than 36 percent on certain types of consumer loans, and that includes 

certain payday loans, auto title loans, and tax-refund anticipation loans. The MLA provides 

protections that the average citizen doesn’t have when it comes to payday loans, and the CFPB is 

one of several federal agencies that have the power to enforce the MLA. 

These two new complaint categories of debt collection and payday loans are critical to our 

population and will be closely monitored to spotlight issues specific to servicemembers, veterans 

and their families.

While much has happened with the work of the Office of Servicemember Affairs over the past 

year, our mission remains the same – to work on consumer financial challenges affecting 

military personnel, veterans, and their families. Those who serve, or have served, our country 

should not have to worry about falling victim to unfair, deceptive, or abusive financial practices. 

It’s my honor to represent the military community here at the CFPB and to make sure that its 

concerns are heard – and that we do something about them.

Sincerely, 

Holly Petraeus
4 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

Table of contents

Message from Holly Petraeus ....................................................................................2

Table of contents.........................................................................................................4

1. Introduction...........................................................................................................5

2. Results...................................................................................................................7

2.1 Summary................................................................................................... 7

2.2 Credit card complaints .............................................................................9

2.3 Mortgage complaints ...............................................................................11

2.4 Debt collection complaints ..................................................................... 13

2.5 Bank account or service complaints....................................................... 14

2.6 Private student loan complaints............................................................. 16

2.7 Vehicle or other consumer loan complaints .......................................... 18

2.8 Credit reporting complaints ................................................................... 19

2.9 Money transfer complaints ....................................................................20

2.10 Payday loan complaints.......................................................................... 21

3. How the CFPB handles complaints...................................................................23
5 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

1. Introduction

The Consumer Financial Protection Bureau (“CFPB” or “Bureau”) began consumer response 

operations on July 21, 2011 and became the first federal agency solely focused on consumer 

financial protection. The Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010 

(“Dodd-Frank Act”) created the Bureau to protect consumers of financial products or services 

and to encourage the fair and competitive operation of consumer financial markets. Collecting, 

investigating, and responding to consumer complaints are integral parts of the CFPB’s work, as 

Congress set forth in the Dodd-Frank Act.1

The Bureau’s Office of Consumer Response (Consumer Response) hears directly from 

consumers about the challenges they face in the marketplace, brings their concerns to the 

attention of financial institutions, and assists in addressing their complaints. 

The CFPB began accepting consumer complaints about credit cards on July 21, 2011. The CFPB 

now accepts complaints related to mortgages, bank accounts and services, private student loans, 

other consumer loans, credit reporting, money transfers and debt collection. Most recently, on 

November 6, 2013, it began handling payday loan complaints. The CFPB continues to work 

towards expanding its complaint handling capacity to include other products and services. 

Consumers may also contact the CFPB with questions about other products and services. The 

Bureau answers these questions and refers consumers to other regulators or additional 

resources as appropriate.

 

1 See Dodd-Frank Act, Pub. L. No. 111-203, Sec. 1021 (c)(2).
6 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

The Dodd-Frank Act created the Office of Servicemember Affairs (OSA) at CFPB to address the 

specific challenges faced by military consumers.2 OSA works with Consumer Response on 

complaints submitted by servicemembers, veterans, or their spouses and dependents, providing 

subject-matter expertise and helping to monitor complaints. This snapshot report provides an 

overview of complaints from military consumers and presents an analysis of complaints received 

over the period from July 21, 2011 through February 1, 2014.

 

2 For OSA, the phrase “military consumer” means active-duty, Reserve and National Guard military members, 

veterans, and their dependents.
7 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

2. Results

2.1 Summary

From July 21, 2011 through February 1, 2014, the CFPB received approximately 14,100 

complaints from military consumers. This total includes approximately 1,700 credit card 

complaints, 4,700 mortgage complaints, 1,500 bank account and services complaints, 400 

private student loan complaints, 600 consumer loan complaints, 1,200 credit reporting 

complaints, 50 money transfer complaints, 3,800 debt collection complaints, and 100 payday 

loan complaints. The complaint volume from military consumers has grown steadily over time, 

rising 148% from 2012 to 2013.

FIGURE 1: COMPLAINTS OVER TIME FROM MILITARY CONSUMERS

0

200

400

600

800

1000

1200

1400

1600

Number of Complaints
8 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

FIGURE 2: COMPLAINTS BY PRODUCT FROM MILITARY CONSUMERS

Approximately 62 percent3of all complaints were submitted through the CFPB’s website and 23 

percent via telephone calls. Referrals from other regulators and agencies accounted for eight

percent of all complaints received. The rest were submitted by mail, email, and fax.

Approximately 9,700 complaints (69 percent) have been sent to companies for review and 

response. The remaining complaints have been referred to other regulatory agencies (20 

percent), found to be incomplete (6 percent), or are pending with the consumer or the CFPB (5 

percent). Companies have already responded to approximately 8,700 complaints or 90 percent 

of the complaints sent to them for response.

Once the company responds, the CFPB provides this response to the consumer for review. 

Consumers are given the option to provide feedback on the company’s response. Consumers are 

asked to notify the CFPB within 30 days if they want to provide feedback by disputing a 

 

3 Note that percentages in this snapshot report may not sum to 100 percent due to rounding.

Mortgage

33%

Debt collection

27%

Credit card

12%

Bank account or 

service

11%

Credit reporting

9%

Other

9%
9 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

company’s response. Military consumers have disputed approximately 2,000 company 

responses (23 percent) to complaints.

The product-specific analyses below describe complaints by product type as reported by 

consumers, actions taken, company responses, and consumer feedback to company responses.

2.2 Credit card complaints

The CFPB has handled approximately 1,700 credit card complaints from military consumers. 

Billing disputes are the most common type of credit card complaint (14 percent). Some 

consumers are confused and frustrated by the process and by their limited ability to challenge 

inaccuracies on their monthly credit card billing statements. For example, some consumers 

realize only after their claim has been denied that they needed to notify their credit card 

company within 60 days of any billing errors. In other cases, consumers are not aware that 

companies typically do not stop a merchant charge once the cardholder has authorized it or do 

not override a merchant’s “no-return policy.” Other common types of credit card complaints 

relate to identity theft, fraud or embezzlement (9 percent) and annual percentage rates or 

interest rates (8 percent). 

Consumers continue to report problems with the Servicemember’s Civil Relief Act (SCRA). One 

consumer complained that his credit card company sought a default judgment against him while 

he was deployed. The judgment was obtained without the proper documentation as required 

under the SCRA, and as a result, the consumer was unable to contest the judgment. The 

consumer submitted a complaint to the CFPB and the problems associated with the judgment 

were addressed; as a result, the consumer’s credit report was corrected and he obtained 

additional monetary relief.

I am trying to rectify a credit issue [with my credit card] which is affecting my security 

clearance with the United States Army. My credit report currently reflects a judgment. 

I am an active duty service member currently deployed to Afghanistan. I would like to 

clear this matter if at all possible before I re-deploy back to the United States.

Army E-4, South Carolina
10 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

TABLE 1: MOST COMMON CREDIT CARD COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 1,400 (82 percent) credit card complaints have been sent to companies for 

review and response. The remaining credit card complaints have been referred to other 

regulatory agencies (13 percent), found to be incomplete (4 percent), or are pending with the 

consumer or the CFPB (1 percent). Companies have already responded to approximately 1,300 

complaints or 91 percent of the complaints sent to them for response. Since December 2011, 

companies have also had the option of reporting the amount of monetary relief, if any. The 

median amount of relief reported for military consumers was $143 with $25 being the most 

common amount of relief for the approximately 298 credit card complaints where companies 

reported relief. Consumers have disputed approximately 300 company responses (24 percent) 

to credit card complaints.

Complaint %

Billing disputes 14%

Identify theft / fraud / embezzlement 9%

APT or interest rate 8%

Other 7%

Closing / cancelling account 7%

Credit reporting 6%

Credit card protection / debt protection 5%

Collection debt dispute 4%

Collection practices 4%

Late fee 4%
11 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

2.3 Mortgage complaints

The CFPB has handled approximately 4,700 mortgage complaints from military consumers. The 

most common type of mortgage complaint concerns problems consumers face when they are 

unable to make payments, such as issues related to loan modifications, collections, or 

foreclosures (55 percent). Consumers who have submitted these complaints generally appear to 

be driven by a desire to seek agreement with their companies on foreclosure alternatives. The 

complaints indicate that consumer confusion persists around the process and requirements for 

obtaining loan modifications and refinancing, especially regarding document submission 

timeframes, payment trial periods, allocation of payments, treatment of income in eligibility 

calculations, and credit bureau reporting during the evaluation period. The shelf life of 

documents provided as part of the loan modification process is of particular concern to 

consumers. Although consumers must provide documents within short time periods and income 

documentation generally remains valid for up to 60 days, lengthy evaluation periods can result 

in consumers having to resubmit documentation – sometimes more than once – contributing to 

consumer fatigue and frustration with these processes. 

In particular, military consumers have reported frustration with mortgage servicers’ lack of 

knowledge about military-specific programs. Consumers report that servicers remain unaware 

of the permanent change of station guidance issued by the CFPB and other federal financial 

regulators as well as short-sale guidelines aimed at assisting servicemembers with PCS orders, 

such as the Federal Housing Financial Agency’s August 2012 Short Sale Guidelines for Fannie 

and Freddie Loans. One consumer, a Navy officer, contacted his servicer in order to obtain 

approval for a short-sale pursuant to his receipt of PCS orders. He reports that he was told that 

he would not qualify unless he was delinquent on his mortgage payment. After the missed 

payments were reported to the credit bureaus, lowering the consumer’s credit score, the 

consumer submitted his complaint to the CFPB. The company acknowledged that the consumer 

qualified for the short sale due to his receipt of PCS orders, and did not need to be delinquent to 

qualify; as a result, the company agreed to correct the delinquency reporting. 

In February 2011, we contacted the primary lender and requested a short sale. We 

were told by representatives that in order to approve our short sale, we would have to 

miss two or more payments. Once we had missed consecutive payments, (and ONLY 

once this happened) the mortgage company approved our short sale... Had they agreed 

with the short sale, with the obvious hardship we had expressed, the missed payments 
12 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

would have been unnecessary...We believe (and hope) you understand that as members 

of the military, these events happened beyond our control.

Navy 0-5, North Carolina

Other common types of mortgage complaints address issues related to making payments, such 

as loan servicing, payments, or escrow accounts (26 percent). For example, consumers express 

confusion about whether making timely trial period payments will guarantee placement into a 

permanent modification.

FIGURE 3: TYPES OF MORTGAGE COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 4,100 (86 percent) mortgage complaints have been sent by the CFPB to 

companies for review and response. The remaining mortgage complaints have been referred to 

other regulatory agencies (9 percent), found to be incomplete (3 percent), or are pending with 

the consumer or the CFPB (2 percent). Companies have already responded to approximately 

3,700 complaints or 91 percent of the complaints sent to them for response. The median amount 

of monetary relief reported for military consumers was $470 for the approximately 134

56%

26%

10%

5% 3%

Problems when unable to

pay

Making payments

Applying for the loan

Signing the agreement

Receiving a credit offer
13 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

mortgage complaints where companies reported relief. Consumers have disputed approximately 

900 company responses (25 percent) to mortgage complaints. 

2.4 Debt collection complaints

The CFPB has handled approximately 3,800 debt collection complaints from military 

consumers. The most common type of debt collection complaint relates to continued attempts to 

collect a debt not owed (39 percent). Other common complaints relate to communication tactics 

(19 percent), debt collectors taking or threatening an illegal action (13 percent), disclosure 

verification of debt (11 percent), or false statements or misrepresentations about a debt (9 

percent). 

The most common type of debt collection complaint concerns attempts to collect non-existent 

debts. Consumers report that the collectors attempting to collect on these “phantom debts” are 

extremely aggressive; often threatening the consumer with immediate arrest, and/or alleging 

imminent court action that will result in high fines and fees.

Some military consumers who have submitted debt collection complaints report that their initial 

contracts included provisions authorizing their lender to contact their military commanders 

should the consumer default on their loan. Other tactics often involve threatening punishment 

under the Uniform Code of Military Justice, threatening to have a servicemember reduced in 

rank, or threatening to have a servicemember’s security clearance revoked. 
14 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

FIGURE 4: TYPES OF DEBT COLLECTION COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 1,400 (38 percent) debt collection complaints have been sent by the CFPB to 

companies for review and response. The remaining debt collection complaints have been 

referred to other regulatory agencies (37 percent), found to be incomplete (11 percent), or are 

pending with the consumer or the CFPB (14 percent). Companies have already responded to 

approximately 1,200 complaints or 84 percent of the complaints sent to them for response. The 

median amount of monetary relief reported for military consumers was $619 for the 32 debt 

collection complaints where companies reported relief. Consumers have disputed approximately 

240 company responses (20 percent) to debt collection complaints.

2.5 Bank account or service complaints 

The CFPB has handled approximately 1,500 bank account or service complaints from military 

consumers. The most common type of bank account or service complaint relates to opening, 

closing, or managing the account (46 percent). These complaints address issues such as 

confusing marketing, denial, fees, statements, and joint accounts. Other common complaints 

Continued 

attempts to 

collect debt not 

owed

38%

Communication 

tactics

19%

Taking or 

threatening an 

illegal action

13%

Disclosure 

verification of 

debt

11%

False 

statements or 

representation

9%

Other

9%
15 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

relate to deposit and withdrawal issues such as transaction holds and unauthorized transactions 

(29 percent), and problems caused by the consumer’s funds being low, including bounced 

checks, overdraft and late fees, and credit reporting (11 percent). Many consumers remain 

frustrated with overdraft fees and the wide discretion companies have to assess these and other 

fees so long as the fees are outlined in account agreements. Similarly, some consumers express 

frustration when some companies process larger withdrawal transactions before smaller ones, 

which can generate more overdraft-fee charges. 

FIGURE 5: TYPES OF BANK ACCOUNT OR SERVICE COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 1,100 (73 percent) bank account or service complaints have been sent by the 

CFPB to companies for review and response. The remaining bank account or service complaints 

have been referred to other regulatory agencies (20 percent), found to be incomplete (4 

percent), or are pending with the consumer or the CFPB (3 percent). Companies have already 

responded to approximately 1,000 complaints or 93 percent of the complaints sent to them for 

response. The median amount of monetary relief reported for military consumers was 

approximately $125 for the 204 bank account or service complaints where companies reported 

relief. Consumers have disputed approximately 220 company responses (22 percent) to bank 

account or service complaints.

46%

29%

11%

9%

5%

Account management

Deposits and withdrawals

Problems caused by low

funds

Sending or receiving

payments

Using a debt or ATM card
16 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

2.6 Private student loan complaints 

The CFPB has handled approximately 400 private student loan complaints from military 

consumers. The most common type of student loan complaint relates to repaying the loan, such 

as fees, billing, deferment, forbearance, fraud, and credit reporting (60 percent). Consumers 

struggle with the limited payment deferment options permitted in their loan agreements, 

especially when they have not found employment by the time they must begin repaying their 

loans, and because deferments often are limited to six months. Another common type of 

complaint addresses problems consumers confront when they are unable to pay, such as issues 

related to default, debt collection, and bankruptcy (31 percent). 

Military consumers have reported problems obtaining correct and consistent information on the 

military benefits available to them on their student loans. Consumers report that their servicers 

remained confused about the military critieria required for different statutory protections. For 

example, consumers report that their student loan servicers are uninformed about requirements 

under the SCRA, and consumers report they are repeatedly asked to submit documentation not 

required by law. One such consumer, an active duty Army officer, reported that she was 

repeatedly asked to provide military orders containing an end-date in order to maintain her 

protections under SCRA. As an officer, her orders were indefinite and did not contain an enddate, so the company refused to accept them. After submitting a complaint to the CFPB, the 

consumer was able to have her SCRA protections reinstated.

A few months ago, I received a letter from [my student loan servicer] stating they 

needed verification of my beginning and ending dates of active service...I sent them a 

letter stating that because I was a commissioned officer I did not have an end date... At 

the end of last month I received a letter stating that was not good enough, and that I 

needed to provide new orders or a letter from my commanding officer

Army 0-3, Washington

Other consumers reported issues relating to payment processing; including problems with how 

their servicer processed payments made in excess of their monthly amount. Consumers 

expressed frustration concerning their efforts to communicate to their lender how to process the 

overpayment in the manner they preferred. Consumers also reported difficulties both in 
17 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

contacting staff at their student loan servicer to assist with their requests, as well as in using the 

company’s online payment system. 

Finally, consumers report aggressive debt collection practices utilized by their loan servicers. 

Many consumers voiced frustration about the tactics utilized by their servicers, including 

placing multiple calls a day, threatening litigation and threatening to contact the consumer’s 

military commander.

FIGURE 6: TYPES OF STUDENT LOAN COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 300 (74 percent) private student loan complaints have been sent by the CFPB to 

companies for review and response. The remaining private student loan complaints have been 

referred to other regulatory agencies (22 percent), or found to be incomplete (4 percent). 

Companies have already responded to approximately 260 complaints or 91 percent of the 

complaints sent to them for response. The median amount of monetary relief reported for 

military consumers was $2,038 for the approximately 22 private student loan complaints. 

Consumers have disputed approximately 40 company responses (16 percent) to private student

loan complaints.

59%

31%

4%

4% 2%

Repaying your loan

Problems when unable to

pay

Getting a loan

Dealing with my lender or

servicer

Can't repay my loan
18 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

2.7 Vehicle or other consumer loan

complaints

The CFPB has handled approximately 600 vehicle or other consumer loan complaints from 

military consumers. The most common type of vehicle or other consumer loan complaint relates 

to managing the loan, lease, or line of credit (43 percent). Another common type of complaint 

addresses problems consumers have when they are unable to pay, including issues related to 

debt collection, bankruptcy, and default (23 percent).

FIGURE 7: TYPES OF VEHICLE OR OTHER CONSUMER LOAN COMPLAINTS REPORTED BY MILITARY 

CONSUMERS

Approximately 300 (61 percent) vehicle or other consumer loan complaints have been sent by 

the CFPB to companies for review and response. The remaining vehicle or other consumer loan 

complaints have been referred to other regulatory agencies (34 percent), found to be incomplete 

(3 percent), or are pending with the consumer or the CFPB (2 percent). Companies have already 

responded to approximately 300 complaints or 91 percent of the complaints sent to them for 

response. The median amount of monetary relief reported for military consumers was $129 for 

the approximately 22 vehicle or other consumer loan complaints. Consumers have disputed 

42%

23%

19%

7%

4%

5%

Managing the loan

Problems when unable to

pay

Taking out the loan

Shopping for the loan

Account terms and

changes

Other
19 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

approximately 80 company responses (26 percent) to vehicle or other consumer loan 

complaints.

2.8 Credit reporting complaints 

The CFPB has handled approximately 1,200 credit reporting complaints from military 

consumers. The most common type of credit reporting complaint is about incorrect information 

appearing on the consumer’s credit report, such as information that is not the consumer’s, 

incorrect account status and incorrect personal information (72 percent). Another common type 

of complaint addresses issues with credit reporting companies’ investigation of information 

disputed by consumers (11 percent).

Military consumers reported that their attempts to correct their credit reports are often spurred 

by the potential impact detrimental credit reporting may have on their military careers. One 

consumer who complained to the CFPB explained that he had been trying to correct information 

on his credit report about a state tax lien that was not his and had been unsuccessful disputing 

the information on his own. He was afraid the errors would affect his military career. After he 

submitted a complaint, the incorrect information was removed.

I am active duty military... I disputed [a tax lien] with all three credit companies, 

talked to them about this error...I feel like no one is listening to me...Please help me. 

Navy E-6, Virginia
20 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

FIGURE 8: TYPES OF CREDIT REPORTING COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 1,000 (80 percent) credit reporting complaints have been sent by the CFPB

to companies for review and response. The remaining credit reporting complaints have been 

referred to other regulatory agencies (5 percent), found to be incomplete (9 percent), or are 

pending with the consumer or the CFPB (6 percent). Companies have already responded to 

approximately 900 complaints or 91 percent of the complaints sent to them for response. 

Consumers have disputed approximately 200 company responses (20 percent) to credit 

reporting complaints.

2.9 Money transfer complaints

The CFPB has handled approximately 50 money transfer complaints from military consumers. 

The most common type of money transfer complaint is about frauds or scams (56 percent). 

Another common type of complaint addresses issues with other transactions, such as issues with 

unauthorized transactions, cancellations, or refunds (24 percent).

73%

11%

8%

5% 3%

Incorrect information on

credit report

Credit reporting company's

investigation

Unable to obtain report or

score

Improper use of my credit

report

Credit monitoring or

identity protection
21 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

FIGURE 9: TYPES OF MONEY TRANSFER COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 20 (51 percent) of money transfer complaints have been sent by the CFPB to 

companies for review and response. The remaining money transfer complaints have been 

referred to other regulatory agencies (27 percent), found to be incomplete (13 percent), or are 

pending with the consumer or the CFPB (9 percent). Companies have already responded to 

approximately 20 complaints or 78 percent of the complaints sent to them for response. 

Consumers have disputed approximately 2 company responses (11 percent) to money transfer 

complaints.

2.10 Payday loan complaints

The CFPB has handled approximately 100 payday loans complaints from military consumers. 

The most common type of payday loan complaint is about unexpected fees or interest (38 

percent). Another common type of complaint involves consumers’ inability to contact lenders 

(15 percent).

56%

24%

9%

7%

4%

Fraud or scam

Other transaction issues

Incorrect or missing

disclosures or info

Money was not available

when promised

Other service issues
22 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

Complaints from military consumers indicate that some of them are taking out loan products 

which fall outside the current parameters of “consumer credit” as defined in the Military 

Lending Act regulations. 

FIGURE 10:TYPES OF PAYDAY LOAN COMPLAINTS REPORTED BY MILITARY CONSUMERS

Approximately 30 (28 percent) of payday loan complaints have been sent by the CFPB to 

companies for review and response. The remaining payday loan complaints have been referred 

to other regulatory agencies (32 percent), found to be incomplete (4 percent), or are pending 

with the consumer or the CFPB (36 percent). Companies have already responded to 

approximately 20 complaints or 65 percent of the complaints sent to them for response. 

Consumers have disputed approximately 3 company responses (15 percent) to payday loan

complaints.

Unexpected 

fees or interest

38%

Unable to 

contact lender

15%

Received a loan 

I did not apply 

for

14%

Applied for loan 

and did not 

receive money

13%

Unable to stop 

bank account 

charges

7%

Other

12%
23 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

3. How the CFPB handles 

complaints 

Consumer Response screens all complaints submitted by consumers based on several criteria. 

These criteria include whether the complaint falls within the CFPB’s primary enforcement 

authority, whether the complaint is complete, and whether it is a duplicate of a prior submission 

by the same consumer. Screened complaints are forwarded via a secure web portal to the 

appropriate company. The company reviews the information, communicates with the consumer 

as needed, and determines what action to take in response. The company reports back to the 

consumer and the CFPB via the secure “company portal.” The Bureau then invites the consumer 

to review the response and provide feedback. Consumer Response reviews the feedback 

consumers provide about company responses, using this information along with other 

information, such as the timeliness of the company’s response, to help prioritize complaints for 

investigation. Consumers who have submitted complaints to the Bureau can log onto the secure 

“consumer portal” available on the CFPB’s website or call a toll-free number to receive status 

updates, provide additional information, and review responses provided to the consumer by the 

company.

Throughout this process, subject-matter experts help monitor certain complaints. For 

example, the Office of Servicemember Affairs coordinates on complaints submitted by 

servicemembers or their spouses and dependents.
24 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

Consumer Response continually strives to improve data quality and protect sensitive 

information, while increasingly making data about the complaints the CFPB receives available 

through reports to Congress and the public and by sharing certain data with the public through 

the Consumer Complaint Database.
25 COMPLAINTS RECEIVED FROM SERVICEMEMBERS, VETERANS, AND THEIR FAMILIES 

Listening and responding to consumers is an integral part of the CFPB’s work to understand 

issues in the financial marketplace. As the CFPB processes complaints, it also continues to 

identify new ways to improve its processes to make them as efficient, effective, and easy-to-use 

as possible. The Bureau uses consumer complaints to inform its work in making prices and risks 

clearer, protecting consumers of financial products and services, and encouraging financial 

markets to operate fairly and competitively. 

CFPB COMPLAINT CONTACT INFORMATION: 

ONLINE

consumerfinance.gov/complaint

TELEPHONE

Toll Free Number: (855) 411-CFPB (2372)

Español: (855) 411-CFPB (2372)

TTY/TDD: (855) 729-CFPB (2372)

Fax Number: (855) 237-2392 

Hours of Operation: Monday through Friday, 8 am - 8 pm EST

MAIL

Consumer Financial Protection Bureau

PO Box 4503

Iowa City, Iowa 52244