MARCH 2013 

Consumer Response 

Annual Report 

JANUARY 1 – DECEMBER 31, 2012 

 
2 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

Message from 

Richard Cordray 

Director of the CFPB 

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. 

The CFPB aims to provide complaint handling services that are trusted by consumers and 

companies alike. We are making every effort to be accessible to the American public – from our 

toll-free phone number (where consumers can receive assistance submitting a complaint), to our 

website’s “Tell Your Story” feature (where consumers can provide feedback about their 

experience with us), to our public Consumer Complaint Database (where consumers can access 

individual-level consumer complaint data). 
3 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

We will continue to meet this challenge and to fulfill Congress’s vision that we stand on the side 

of consumers to help improve their financial lives. 

Sincerely, 

 

Richard Cordray 
4 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

1. Introduction 

The CFPB 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 

complaints1

 are integral parts of the CFPB’s work, as Congress set forth in the Dodd-Frank Act.2 

The Bureau’s Consumer Response team hears directly from consumers about the challenges 

they face in the marketplace, brings their concerns to the attention of companies, and assists in 

addressing their complaints. 

Consumer Response began operations on July 21, 2011, accepting consumer complaints about 

credit cards. Consumer Response began handling mortgage complaints on December 1, 2011, 

and it began accepting complaints about bank accounts and services, private student loans, and 

other consumer loans on March 1, 2012. Most recently, on October 22, 2012, it began handling 

credit reporting complaints. The CFPB continues to work toward expanding its complaint 

handling to include other products and services under its authority, such as money transfers, 

debt collection, and payday loans. Consumers may also contact the CFPB about other products 

and services. The Bureau answers these questions and refers consumers to other regulators or 

additional resources as appropriate. 

 

1

 Consumer complaints are submissions that express dissatisfaction with, or communicate suspicion of wrongful 

conduct by, an identifiable entity related to a consumer’s personal experience with a financial product or service. 

2 See Dodd-Frank Act, Pub. L. No. 111-203, Section 1021(c)(2). 
5 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

The CFPB’s phased-in approach to taking complaints has allowed Consumer Response to 

develop strong foundations over time. Based on feedback from consumers and companies, as 

well as its own observations, Consumer Response identifies new opportunities to improve its 

processes and implement changes with each product launch. By applying the lessons learned 

through previous complaint function rollouts, Consumer Response has improved its intake 

process, enhanced communication with companies, and ensured the system’s ease-of-use and 

effectiveness for consumers. 
6 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

www.consumerfinance.gov/complaintdatabase 

Information about consumer credit card complaints is available to the public, through the 

CFPB’s public Consumer Complaint Database, launched on June 19, 2012.3 Initially populated 

with credit card complaints received by the CFPB on or after June 1, 2012, the database was 

expanded in October 2012 to include consumer credit card complaints dating back to December 

1, 2011. In March 2013, the database was expanded to include data about mortgages, bank 

accounts and services, private student loans, and consumer loans, dating back to the date the 

Bureau first began to handle those complaints. A sub-product data field that shows consumer-

 

3

 In December 2011, the CFPB asked the public to comment on a proposed policy of making some credit card 

complaint data publicly available. After considering those comments, the CFPB finalized its policy for disclosing 

some of the data through its Consumer Complaint Database (Policy Statement). See Disclosure of Certain Credit Card 

Complaint Data, 77 Fed. Reg. 37,558 (June 22, 2012). 
7 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

selected detail about the product is also being added. A complaint is listed in the database after 

the company responds to the complaint or after the company has had the complaint for 15 

calendar days, whichever comes first. Complaints can be removed if they do not meet all of the 

publication criteria.4 

The database is live, updates daily, and contains certain individual complaint-level data 

collected by the CFPB, including the type of complaint, the date of submission, the consumer’s 

zip code, and the company that the complaint concerns. The database also includes information 

about the actions taken by a company in response to a complaint – whether the company’s 

response was timely, how the company responded, and whether the consumer disputed the 

company’s response. The database does not include confidential information about consumers’ 

identities. Web-based and user-friendly features of the database include the ability to: filter data 

based on specific search criteria; aggregate data in various ways, such as by complaint type, 

company, location, date, or any combination of available variables; and download data. 

Information from the database has been shared and evaluated on social media and using other 

new applications. 

In the summer of 2012, the CFPB asked for public comment about adding complaints about 

other consumer financial products and services under its authority to the Consumer Complaint 

Database, and received a wide range of comments from interested stakeholders.5 

The CFPB continues to evaluate, among other things, the release of consumer narratives, the 

potential for normalization of the data to make comparisons easier, and the expansion of 

functionality to improve user experience. 

The CFPB also has a “Tell Your Story” feature on its website that gives consumers the 

opportunity to share their experiences – positive or negative – with consumer financial products 

and services. These submissions, like formal complaints, are reviewed by CFPB staff to help the 

Bureau understand current issues in the financial marketplace. 

 

4 See Disclosure of Certain Credit Card Complaint Data, 77 Fed. Reg. 37,558 (June 22, 2012). 

5

 In June 2012, the CFPB asked the public to comment on a proposed policy of duplicating the data disclosure 

practices described in the Policy Statement for consumer complaints about other consumer financial products and 

services within the Bureau’s jurisdiction. 
8 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

In keeping with the CFPB’s statutory responsibility and its commitment to accountability, this 

report provides an overview of how Consumer Response handles complaints and presents an 

analysis of complaints received over the period from January 1 through December 31, 2012.6

Consumer Response continually strives to improve data quality and protect sensitive 

information, while increasingly making data available through reports to Congress and to the 

public about the complaints the CFPB receives and by sharing certain data with the public 

through the Consumer Complaint Database. 

 

6

 This report addresses the reporting requirement of Dodd-Frank, Pub. L. No. 111-203, Section 1013(b)(3)(c). 
9 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

2. How the CFPB Handles 

Complaints 

Consumer Response receives complaints and inquiries directly from consumers. The CFPB 

accepts complaints through its website and by telephone, mail, email, fax, and referral. 

Consumers submit complaints on the Bureau’s website using complaint forms tailored to 

specific products, and can also log on to a secure consumer portal to check the status of a 

complaint and review a company’s response. While on the website consumers can chat with a 

live agent to get help completing a complaint form. Consumers can also call the Bureau’s tollfree number to ask questions, submit a complaint, check the status of a complaint, and more. 

The CFPB’s U.S.-based contact centers provide services to consumers in more than 180 

languages and to consumers who are deaf, have hearing loss, or have speech disabilities via a 

toll-free telephone number. Cutting-edge technology, including secure company and consumer 

portals, makes the process efficient and user-friendly for consumers and companies. For 

companies, the CFPB provides secure channels for communicating directly with dedicated staff 

about technical issues. 

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 sent via a secure web portal to the appropriate 

company.

7

 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 

 

7

 If a particular complaint does not involve a product or market that is within the Bureau’s jurisdiction or that is 

currently being handled by the Bureau, Consumer Response refers it to the appropriate regulator. 
10 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

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,8

 for example, to help prioritize complaints for 

investigation. Consumers who have submitted complaints with 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. 

 

8

 The CFPB requests that companies respond to complaints within 15 calendar days. If a complaint cannot be closed 

within 15 calendar days, a company may indicate that its work on the complaint is “In progress” and provide a final 

response within 60 calendar days. 
11 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

3. Results 

3.1 How complaints reach the CFPB 

Between January 1, 2012 and December 31, 2012, the CFPB received approximately 91,000 

consumer complaints.9

 

FIGURE 1: CONSUMER COMPLAINTS BY PRODUCT 

 

9

 This analysis excludes multiple complaints submitted by a given consumer on the same issue and whistleblower tips. 

All data are current as of January 1, 2013. Since launching its Consumer Response operations on July 21, 2011, the 

CFPB has received approximately 104,000 consumer complaints. 
12 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

Approximately 46 % of all consumer complaints were submitted through the CFPB’s website 

and 9 % via telephone calls. Referrals accounted for 34 % of all complaints received. The rest 

were submitted by mail, email, and fax. 

The tables and figures presented below show complaints by type, actions taken, company 

responses, and consumers’ feedback about company responses.10 

3.2 Consumers’ credit card complaints 

Table 1 shows the most common types of credit card complaints that the CFPB has received as 

reported by consumers. Sixty-seven percent of the approximately 18,600 credit card complaints 

fell into these ten categories. 

TABLE 1: MOST COMMON CREDIT CARD COMPLAINTS REPORTED BY CONSUMERS 

Complaint % 

Billing disputes 14% 

Annual Percentage Rate (APR) or interest rate 10% 

Credit reporting 8% 

Identity theft/Fraud/Embezzlement 7% 

Closing/Cancelling account 6% 

Collection practices 5% 

Other 5% 

Late fee 4% 

Credit card protection/Debt protection 4% 

Collection debt dispute 4% 

Credit Card Complaints in Top 10 Types 67% 

 

10 Percentages may not sum to 100 percent due to rounding. 
13 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

As the table illustrates, billing disputes are the most common type of credit card complaint. 

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 companies 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 annual percentage rates or interest rates, credit reporting, and identity theft, fraud or 

embezzlement. 

The CFPB generally has relied on the consumer’s characterization of his or her complaint to 

identify its nature for analytical purposes. However, the CFPB’s experience to date suggests that 

consumers may often have differing interpretations of what these categories mean. For 

example, one consumer might choose to categorize a problem as a billing dispute, while another 

might identify the same issue as a concern with a provider’s setting or changing of an interest 

rate. To improve our reporting on the data we receive, the Bureau is evaluating the use of these 

categories by consumers to date and developing a simplified categorization scheme to promote 

more consistent categorization of complaints. 
14 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

3.3 Consumers’ mortgage complaints 

Figure 2 shows the types of mortgage complaints as reported by consumers for the 

approximately 45,200 mortgage complaints received by the CFPB. 

FIGURE 2: TYPES OF MORTGAGE COMPLAINTS REPORTED BY CONSUMERS 

Complaint % 

Problems when you are unable to pay (Loan modification, collection, foreclosure) 57% 

Making payments (Loan servicing, payments, escrow accounts) 25% 

Applying for the loan (Application, originator, mortgage broker) 8% 

Signing the agreement (Settlement process and costs) 4% 

Other 4% 

Receiving a credit offer (Credit decision/Underwriting) 2% 

Total Mortgage Complaints 100% 
15 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

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

are unable to make payments, such as loan modifications, collections, or foreclosures. 

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. 

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

as loan servicing, payments, or escrow accounts. For example, consumers express confusion 

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

modification. Issues related to applying for the loan, such as the application, the originator, or 

the mortgage broker, are also among the most common types of mortgage complaints. 
16 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

3.4 Consumers’ bank account and service 

complaints 

Figure 3 shows the types of bank account and service complaints, such as complaints about 

checking and savings accounts, as reported by consumers for the approximately 15,700 

complaints received by the CFPB. 

FIGURE 3: TYPES OF BANK ACCOUNT AND SERVICE COMPLAINTS REPORTED BY CONSUMERS 

Complaint % 

Account opening, closing, or management (Confusing marketing, denial, disclosure, 

fees, closure, interest, statements, joint accounts) 41% 

Deposits and withdrawals (Availability of deposits, withdrawal problems and 

penalties, unauthorized transactions, check cashing, payroll deposit problems, lost or 

missing funds, transaction holds)

27% 

Problems caused by my funds being low (Overdraft fees, late fees, bounced checks, 

credit reporting) 16% 

Making or receiving payments, sending money to others (Problems with payments by 

check, card, phone or online, unauthorized or fraudulent transactions, money/wire 

transfers)

10% 

Using a debit or ATM card (Disputed transaction, unauthorized card use, ATM or 

debit card fees, ATM problems) 6% 

Total Bank Account and Service Complaints 100% 
17 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

As the table illustrates, the most common type of bank account and service complaint relates to 

opening, closing, or managing the account. These complaints address issues such as confusing 

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

deposit and withdrawal issues, such as transaction holds and unauthorized transactions, and 

problems caused by the consumer’s funds being low, including bounced checks, overdraft and 

late fees, and credit reporting. 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 overdraftfee charges. 
18 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

3.5 Consumers’ private student loan 

complaints 

Figure 4 shows the types of student loan complaints as reported by consumers for the 

approximately 3,900 student loan complaints received by the CFPB. 

FIGURE 4: TYPES OF STUDENT LOAN COMPLAINTS REPORTED BY CONSUMERS 

Complaint % 

Repaying your loan (Fees, billing, deferment, forbearance, fraud, credit reporting) 64% 

Problems when you are unable to pay (Default, debt collection, bankruptcy) 31% 

Getting a loan (Confusing terms, rates, denial, confusing advertising or 

marketing, sales tactics or pressure, financial aid services, recruiting) 5% 

Total Student Loan Complaints 100% 
19 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

The most common type of student loan complaint relates to repaying the loan, such as fees, 

billing, deferment, forbearance, fraud, and credit reporting. 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. 
20 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

3.6 Consumers’ consumer loan complaints 

Figure 5 shows the types of consumer loan complaints, such as complaints about installment 

loans, vehicle loans and leases, and personal lines of credit, as reported by consumers for the 

approximately 3,200 consumer loan complaints received by the CFPB. 

FIGURE 5: TYPES OF CONSUMER LOAN COMPLAINTS REPORTED BY CONSUMERS 

Complaint % 

Managing the loan, lease, or line of credit (Billing, late fees, damage or loss, insurance 

(GAP, credit, etc.), credit reporting, privacy) 49% 

Problems when you are unable to pay (Debt collection, repossession, set-off from bank 

account, deficiency, bankruptcy, default) 24% 

Taking out the loan or lease / Account terms and changes (Term changes (mid-deal 

changes, changes after closing, rates, fees, etc.), required add-on products, trade-in 

payoff, fraud)

18% 

Shopping for a loan, lease, or line of credit (Sales tactics or pressure, credit denial, 

confusing advertising or marketing) 9% 

Total Consumer Loan Complaints 100% 

The table illustrates that the most common type of consumer loan complaint pertains to 

managing the loan, lease, or line of credit. Another common type of complaint addresses 
21 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

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

collection, bankruptcy, and default. 
22 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

3.7 Consumers’ credit reporting complaints 

Figure 6 shows the types of credit reporting complaints, as reported by consumers for the 

approximately 3,300 credit reporting complaints received by the CFPB.11 

FIGURE 6: TYPES OF CREDIT REPORTING COMPLAINTS REPORTED BY CONSUMERS 

 

Complaint % 

Incorrect information on credit report (Information is not mine, Account terms, Account status, 

Personal information, Public record, Reinserted previously deleted information) 73% 

Credit reporting company’s investigation (Investigation took too long, Did not get proper notice 

of investigation status or results, Did not receive adequate help over the phone, Problem with 

statement of dispute)

12% 

 

11 Consumer Response began handling credit reporting complaints on October 22, 2012. 
23 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

Unable to get my credit report or credit score (Problem getting free annual report, Problem 

getting report or credit score) 7% 

Improper use of my credit reporting (Report improperly shared by credit reporting company, 

Received marketing offers after opting out, Report provided to employer without written 

authorization)

3% 

Credit monitoring or identity protection services (Problem cancelling or closing account, Billing 

dispute, Receiving unwanted marketing or advertising, Account or product terms and 

changes, Problem with fraud alerts)

3% 

Other 2% 

Total Credit Reporting Complaints 100%

This table illustrates that 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. Another common type 

of complaint is about issues with credit reporting companies’ investigation of information 

disputed by consumers. 

3.8 How companies respond to consumer 

complaints 

Approximately 75,400 (or 83%) of all complaints received between January 1, 2012 and 

December 31, 2012 were sent by Consumer Response to companies for review and response.12 

Table 2 shows how companies responded to these complaints during this time period. 

Company responses include descriptions of steps taken or that will be taken, communications 

received from the consumer, any follow-up actions or planned follow-up actions, and 

categorization of the response. Based on industry comments received about disclosure of credit 

 

12 The remaining complaints have been referred to other regulatory agencies (11%), found to be incomplete (3%), or 

are pending with the consumer or the CFPB (1% and 3%, respectively). 
24 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

card complaint data, beginning June 1, 2012, response category options included “closed with 

monetary relief,” “closed with non-monetary relief,” “closed with explanation,” “closed,” “in 

progress,” and other administrative options. Monetary relief is defined as objective, 

measurable, and verifiable monetary relief to the consumer as a direct result of the steps taken 

or that will be taken in response to the complaint. “Closed with non-monetary relief” indicates 

that the steps taken by the company in response to the complaint did not result in monetary 

relief to the consumer that is objective, measurable, and verifiable, but may have addressed 

some or all of the consumer’s complaint involving non-monetary requests. Non-monetary relief 

is defined as other objective and verifiable relief to the consumer as a direct result of the steps 

taken or that will be taken in response to the complaint. “Closed with explanation” indicates 

that the steps taken by the company in response to the complaint included an explanation that 

was tailored to the individual consumer’s complaint. For example, this category would be used 

if the explanation substantively meets the consumer’s desired resolution or explains why no 

further action will be taken. “Closed” indicates that the company closed the complaint without 

relief – monetary or non-monetary – or explanation. Consumers are given the option to review 

and dispute all company closure responses. 

Companies have responded to approximately 95% of complaints13 sent to them and report 

having closed 90% of the complaints sent to them. Table 2 shows how companies have 

responded. 

 

13 Approximately 71,300 of 75,400. 
25 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

TABLE 2: HOW COMPANIES HAVE RESPONDED TO CONSUMER COMPLAINTS14

All Credit card Mortgage

Bank account 

and service 

Student 

loan 

Consumer 

loan 

Credit 

reporting 

N ≈ 75,400 15,700 39,500 13,000 2,900 2,100 2,000 

Company reported 

closed with 

monetary relief 

15% 29% 5% 28% 7% 12% 1% 

Company reported 

closed with nonmonetary relief 9% 8% 10% 5% 11% 9% 16% 

Company reported 

closed with 

explanation 

65% 56% 72% 57% 71% 66% 59% 

Company reported 

closed (without 

relief or 

explanation) 

2% 1% 2% 3% 1% 4% 0% 

Company provided 

administrative 

response 

3% 2% 3% 3% 2% 2% 1% 

Company 

reviewing 7% 4% 8% 5% 8% 8% 23% 

Total 

Complaints 100% 100% 100% 100% 100% 100% 100% 

Beginning December 1, 2011, companies had the option to report an amount of monetary relief, 

where applicable. In 2012, companies have provided relief amounts in response to more than 

 

14 While companies’ responses under previous categorizations were maintained, for operational and reporting 

purposes, responses categorized as “full resolution provided,” “partial resolution provided,” and “closed with relief” 

are considered a subset of “closed with monetary relief,” and responses categorized as “no resolution provided” and 

“closed without relief” are categorized as “closed with explanation.” “Closed with non-monetary relief” and “closed” 

reflect only those responses provided by companies after June 1, 2012. 
26 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

9,300 complaints. The median amount of relief reported by companies was $145; however, 

company reports of relief amounts and medians vary by product. For the approximately 4,100 

credit card complaints where companies provided a relief amount, the median amount of relief 

reported was approximately $123. For the approximately 1,400 mortgage complaints where 

companies provided a relief amount, the median amount of relief reported was approximately 

$413. For the more than 3,300 bank account and service complaints where companies provided 

a relief amount, the median amount of relief reported was approximately $105. For the 

approximately 200 student loan complaints where companies provided a relief amount, the 

median amount of relief reported was approximately $1,307. For the approximately 200 

consumer loan complaints where companies provided a relief amount, the median amount of 

relief reported was approximately $174. 

3.9 Consumers’ reviews of companies’ 

responses 

Once the company responds, the CFPB provides the company’s response to the consumer for 

review. Where the company responds “closed with monetary relief,” “closed with non-monetary 

relief,” “closed with explanation,” or “closed,” consumers are given the option to provide 

feedback on the company’s response. Table 3 shows how consumers responded to the 

approximately 68,000 complaints where they were given the option to provide feedback. 

Consumers are asked to notify the CFPB within 30 days if they want to provide feedback by 

disputing a company’s response. Approximately 61% of such consumers did not dispute the 

responses provided, while approximately 22% of consumers did dispute the responses provided. 

The rest were pending with consumers at the end of this period. 
27 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

TABLE 3: CONSUMER FEEDBACK ABOUT COMPANY RESPONSES 

3.10 Consumer Response investigation and 

analysis 

After requesting that companies respond to complaints sent to them for response and giving 

consumers the opportunity to review and provide feedback on company responses, Consumer 

Response prioritizes complaints for investigation based on a review of the complaint, the 

company’s response, and the consumer feedback. Consumer Response seeks to determine why a 

company failed to provide a timely response (if applicable) and whether the consumer’s 

feedback of the company’s response (if applicable) justifies additional review of the company’s 

minimum required actions under the consumer financial protection laws within the CFPB’s 

authority. In the course of an investigation, Consumer Response may ask companies and 

consumers for additional information, and once an investigation is completed, Consumer 

Response sends the consumer a summary. In some cases, Consumer Response has referred 

complaints to colleagues in the CFPB’s Division of Supervision, Enforcement, and Fair Lending 

& Equal Opportunity for further action. 

All 

Credit 

card Mortgage

Bank account 

and service 

Student 

loan 

Consumer 

loan 

Credit 

reporting

Consumer did not 

dispute company’s 

response 

61% 67% 59% 64% 67% 57% 21% 

Consumer disputed 

company’s response 22% 20% 24% 21% 19% 24% 20% 

Pending consumer 

review of company’s 

response 

17% 14% 17% 16% 14% 19% 59% 

Total 

Complaints 100% 100% 100% 100% 100% 100% 100% 
28 CONSUMER RESPONSE ANNUAL REPORT (JANUARY 1 – DECEMBER 31, 2012) 

Listening to consumers and reviewing and analyzing their complaints is an integral part of the 

CFPB’s work in understanding issues in the financial marketplace, and helping the market work 

better for consumers. The information shared by consumers and companies throughout the 

complaint process informs the Bureau about business practices that may pose risks to 

consumers and helps the Bureau in its work to supervise companies, enforce Federal consumer 

financial laws, and write better rules and regulations.