UNITED STATES OF AMERICA

FEDERAL TRADE COMMISSION

WASHINGTON, D.C. 20580

December 29,2008

The Honorable Christopher J. Dodd

Chairman

Committee on Banking, Housing, and Urban Affairs

United States Senate

Washington, D.C. 20510

The Honorable Barney Frank

Chairman

Committee on Financial Services

United States House of Representatives

Washington, D.C. 20515

Re: Report on Complaint Referral Program Pursuant to Section 611 (e) of the

Fair Credit Reporting Act

Dear Chairman Dodd and Chairman Frank:

The Federal Trade Commission ("FTC" or "Commission") submits this report in

accordance with section 611 (e) of the Fair Credit Reporting Act ("FCRA"), 15 U.S.C.

§ 1681i(e), which was added to the FCRA by section 313 of the Fair and Accurate Credit

Transactions Act of 2003 ("FACT Act").! The Commission is the federal agency with primary

responsibility for compliance with the FCRA and operates a system for receiving complaints

from consumers about possible violations of the FCRA. Section 611(e) directs the Commission

to transmit certain consumer complaints to the nationwide consumer reporting agencies

("CRAs") that are the subject of the complaints; obtain information from the CRAs related to the

resolution of those complaints; and, submit to Congress information gathered by the

Commission pursuant to the subsection. This report covers the period from the initiation of the

program in 2004 through the end of 2007. 2

I Pub. L. 104-208, 110 Stat. 3009.

2 Following enactment of the law, the Commission immediately began (i) formulating the means

to identify and cull those complaints from our consumer complaint database based upon the criteria in

section 611(e); (ii) working with the CRAs to develop procedures to review those complaints and report

back to us; and, (iii) implementing a review system to monitor adherence to the program and law. While

those efforts have been ongoing and information has been collected beginning in 2004, this is the first

report to the Committees transmitting the information gathered as a result of those efforts. The

Commission regrets the delay in transmitting this report and will provide a report annually going forward.
Background

The Fair Credit Reporting Act,3 enacted in 1970, governs the collection and

dissemination by CRAs of personal data about consumers, such as how promptly they pay their

bills. Incomplete or inaccurate infonnation in consumer reports can affect consumers' ability to

obtain, and the tenns of, credit, employment, insurance, or other benefits. Accordingly, a

primary focus of the FCRA is on the accuracy of infonnation in the CRAs' files. To this end,

section 607 of the FCRA requires CRAs to have in place reasonable procedures to assure the

"maximum possible accuracy" of the infonnation in the consumer reports they disseminate. The

FCRA also gives consumers specific rights designed to assist them in ensuring the accuracy of

their consumer reports. For example, businesses using consumer reports must infonn consumers

when they take adverse action based, in whole or in part, on consumer report infonnation (FCRA

section 615), and consumers have the right to access and review their reports (FCRA sections 609

and 610) and dispute incomplete or inaccurate infonnation in them (FCRA section 611).

The Dispute Process

Sections 611 and 623 of the FCRA impose dispute investigation and resolution duties on

CRAs and those entities that furnish infonnation about consumers to the CRAs ("furnishers"). If

a consumer disputes the completeness or accuracy of an item of infonnation in his or her file

with a CRA, the CRA must (i) complete an investigation of the dispute, usually within 30 days

of receiving the notice of dispute from the consumer; (ii) review and consider all relevant

infonnation submitted by the consumer; (iii) notify the furnisher of the disputed infonnation

within five business days of receiving the dispute; and (iv) transmit to the furnisher all relevant

infonnation that the CRA received from the consumer.4 After receiving the dispute, furnishers

must (i) conduct an investigation of the disputed infonnation; (ii) review the infonnation

transmitted by the CRA; (iii) report the results of the investigation to the CRA; and (iv) if the

investigation detennines that the infonnation is incomplete or inaccurate, report those results to

all nationwide CRAs to which the furnisher reported the original infonnation.5

Development of the Complaint Referral Program

Section 6ll(e) of the FCRA directs the Commission to refer certain consumer complaints

it receives to the nationwide CRAs. Following enactment of the FCRA, the Commission

developed procedures to identify complaints based upon the parameters of this provision.6 The

3 15 U.S.C § 1681, et seq.

4 FCRA section 611(a), 15 U.S.C § 1681i(a).

5 FCRA section 623(b), 15 U.S.C § 1681s-2(b).

6 Consumers file complaints with the Commission through various means: our toll-free hotlines

(l-877-FfC- HELP and 1-877-ID-THEFf), online complaint forms, or physical mail. These consumer

complaints are maintained in the Commission's Consumer Sentinel database, which includes complaints

about a host of subjects, such as identity theft; violations of the FfC's Do Not Call rule; online auctions

2
complaints covered by this section are those alleging that a consumer's file contains inaccurate

or incomplete infonnation, with respect to which the consumer previously filed a dispute with

the CRA. Section 611(e) specifies that the Commission's referrals be made to entities that meet

the definition of a "consumer reporting agency that compiles and maintains files on consumers

on a nationwide basis," as that tenn is defined in section 603(p) of the FCRA. As an initial step

in implementing the complaint referral program, the Commission detennined that the three large,

national credit bureau systems - TransUnion, Equifax, and Experian7 - meet the standard for

inclusion in the program. In 2004, the Commission entered into identical agreements with each

of the nationwide CRAs to implement the program. The Commission also entered into

agreements with several smaller consumer reporting agencies associated with the nationwide

CRAs. 8

Pursuant to the procedures established, Commission staff, on a monthly basis, retrieves,

compiles, and refers to the relevant CRA(s) all of the consumer complaints that the Commission

has received that (i) relate to the completeness or accuracy of infonnation in a consumer report

maintained by the CRA, (ii) indicate that the consumer submitted a dispute to the CRA but was

dissatisfied with the response, and (iii) contain sufficient identifying infonnation to enable the

CRA to locate the consumer's file. 9 As reported in the attached summary table, since 2004,

and other types of Internet scams; telemarketing scams; advance-fee loan and credit scams; sweepstakes,

lotteries, and prizes; business opportunities and work-at-home schemes; and deceptively advertised health

and weight-loss products. The Commission uses complaints for general monitoring of industry,

enforcement target selection, and preliminary infonnation that might, with further factual development,

reveal or help prove a law violation. For calendar year 2008, we estimate over 1.2 million complaints

will be entered into Consumer Sentinel.

7 The TransUnion system is operated by TransUnion LLC, headquartered in Chicago, Illinois.

The Equifax system is operated by Equifax Infonnation Services LLC, a subsidiary of Equifax, Inc. Its

headquarters are in Atlanta, Georgia. The Experian system is operated by Experian Infonnation

Solutions, Inc., headquartered in Costa Mesa, California.

8 Because the nationwide CRAs technically do not control all of the data they report - some of

the data actually is owned by smaller CRAs associated with the nationwide CRAs - Commission staff

negotiated additional agreements with a number of these associated agencies. These agreements provided

that the nationwide CRAs would forward, as appropriate, complaints to the associated agencies, which

would then review and respond to the complaints. A number of these smaller agencies have since been

acquired by one of the nationwide CRAs. Many of the remaining agencies have entered into contracts

with a nationwide CRA, whereby the nationwide CRA assumes responsibility for the associated agencies'

obligations under the program.

9 The complaint referral program became operational in April 2004 when Commission staff

began providing complaints to the three CRAs. The first reporting quarter ended in June 2004, and the

CRAs submitted their first sets of reports beginning in October 2004. The initial reports revealed

consistency problems in the reporting of data as well as other concerns. For example, the CRAs took

different approaches to analyzing and reporting complaints that alleged multiple disputes or that did not

clearly identify disputed items. The Commission staff worked with the CRAs to resolve these issues,

resulting in a number of interim changes to the complaint referral program and, ultimately, a consistent

standard reporting fonnat.

3
when the complaint referral program became operational, the Commission has transmitted over

23,000 complaints to the CRAs pursuant to Section 611(e).10

Section 611(e) also requires the CRAs to review the referred complaints to determine

whether the CRAs have met all of their FCRA obligations, report back to the Commission on a

regular basis as to the actions they have taken with respect to the complaints, and maintain

records sufficient to show their compliance. The program was intended to enable consumers to

obtain a second review of their complaints when they remain dissatisfied after having completed

the dispute process with the CRAs, and was not designed to be a measure of the prevalence of

inaccurate or incomplete information in consumers' credit files. 11

Under the FTC's agreements with the CRAs, the CRAs must review all of the referred

complaints to ensure that they have satisfied all legal obligations imposed by the FCRA. In

addition, at the end of each calendar quarter, Commission staff selects a random sample

comprising 10 percent of the complaints referred to each CRA that quarter and sends a list of

those complaints to each CRA. The CRAs then submit reports to the Commission on the

disposition of the selected complaints within 90 days after receiving the sample selection. The

reports include, among other things, (i) the number of complaints that were resolved consistent

with the consumer's request prior to the Commission's referral (i.e., through the CRA's normal

dispute process), (ii) the number of complaints that were resolved favorably to the consumer

after the referral, and (iii) the number of complaints that were resolved contrary to the

consumer's request (i.e., no changes were made to the consumer's file after the referral).

10 This figure is a subset of the millions of disputes filed directly with the CRAs. Each CRA has

records on as many as 1.5 billion credit accounts held by approximately 210 million individuals. See

Report to Congress on the Fair Credit Reporting Act Dispute Process in August 2006 ("Dispute Study"),

http://www.ftc.gov/opa/2006/08/fyi0653.shtm.. at 3. The Consumer Data Industry Association, the trade

group for the CRAs, estimated that about 12.5 million disputes were filed by consumers in 2003. See

Dispute Study, at 12.

11 The referred complaints constitute only a small and unrepresentative sample of all of the files

maintained by the CRAs. Other provisions of the FCRA deal with the accuracy of the information

contained in consumer reports. For example, section 319 of the FACT Act requires the Commission to

conduct a long-term ongoing study of the accuracy and completeness of information in consumer reports

and how they could be improved. The Commission was directed to submit an interim report within one

year after enactment of the FACT Act, with additional reports every two years thereafter for eight years,

leading to a final report within two years after the final interim report. The Commission has issued three

interim reports to date, in December 2004, December 2006, and December 2008. See

http://www.ftc.gov/opa/2004/12/factarpt.shtm; http://www.ftc.gov/opa/2006/12/fyi0679.shtm;

http://www.ftc.gov/opa/20081l2/factareport.shtm. The 2008 interim report includes the results of a

second pilot survey of accuracy and completeness, and concludes that the methodology of this kind of

survey is generally feasible. In 2009, FTC staff will formulate and submit for OMB approval a specific

proposal for a nationwide survey similar in approach to the second pilot study designed to reach a

nationally representative sample of consumer credit reports, while employing special recruitment

techniques for securing the participation of hard-to-reach demographic groups.

4
The Operation of the Complaint Referral Program: 2004-2007

As stated above, over the period 2004 through 2007, the Commission referred over

23,000 complaints to the three CRAs,12 the CRAs investigated the allegations in all those cases,

and the CRAs filed quarterly reports with the Commission on their disposition of the complaints

in the 10 percent samples. The quarterly reports provide a snapshot of the operation of the

program and enable the Commission to assess how the program is working.

The data indicate that a significant number of disputes were resolved in the consumer's

favor (i.e., the disputed information was either removed from the file or modified as requested). 13

The data further indicate, however, that in most cases, the favorable resolutions took place as part

of the normal dispute process, and not as a result of the referral program. Specifically, the CRAs'

reports show that over 90 percent of disputes that were resolved "as requested by the consumer"

were resolved before the CRA processed the referral from the Commission.

Based on these anomalies, Commission staff undertook a further examination of the data,

including reviewing specific consumer complaints selected for referral and the associated CRA

files. This examination revealed that, in many cases, consumers contacted the CRAs at about the

same time they filed complaints with the Commission. In these cases, by the time the CRAs

received and reviewed the complaints forwarded by the Commission, the CRAs had in the

meantime favorably resolved the disputes that the consumer had submitted directly to the CRA.

This appears to have occurred even when the consumer indicated in his or her complaint to the

Commission that he or she had submitted a dispute to the CRAs more than 45 days -- the

maximum time allowed CRAs to reinvestigate disputes under the provisions of the FCRA --

before filing with the Commission.

12 This figure is for the total number of complaints referred to the three CRAs, but overstates the

number of complaining consumers. A complaint from a consumer who had disputes with all three CRAs

counts as three complaints in this calculation; if the complaint involved two CRAs, it counts as two.

13 There are certain caveats that must be noted, however. Many of the complaints did not specify

clearly the item(s) of information the consumer was disputing. In these situations, the CRAs reviewed

and reported on all of the disputes that the consumer had filed within the previous year, regardless of

whether the consumer mentioned the disputes in his or her complaint to the Commission. Further,

individual complaints forwarded to the CRAs often have involved multiple disputed items, only some of

which may have been resolved as requested by the consumer. Based on the limited data that is available,

it appears that many consumers who had some of their disputes resolved as requested also had disputes

that were not resolved and remained on the consumers' credit reports. Of course, the fact that a particular

complaint may have been resolved unfavorably does not necessarily indicate a problem with the accuracy

of the consumer's file or the efficacy of the dispute process. Rather, the unfavorable disposition simply

may reflect misapprehension on the part of the consumer. For example, many of the complaints to the

FTC are from consumers who think their negative payment history should be deleted from their file once

they bring the account current, not realizing that negative payment information can remain in the file for

seven years as a matter of law.

5
As a result of its examination, Commission staff has initiated efforts to modify the

complaint referral program to ensure that the program better fulfills its purpose, which is to give

consumers a second chance to resolve their disputes after they have exhausted the normal dispute

process and remain dissatisfied, and not to supplant the dispute process in the first instance.

Staff is working on intake process changes to improve the quality of information available in the

consumer's complaints, which will assist staff and the CRAs in better identifying the precise

nature of the consumer's complaint and in determining whether the consumer has in fact

previously filed a dispute with the CRA. In addition, staff will be contacting the CRAs to adjust

their reporting obligations. The goal is to allow the Commission to focus attention on those

complaints that are covered by the program, rather than complaints that have already been timely

resolved in the consumer's favor in the normal dispute process.

Conclusion

The Commission staff has carefully examined the operation of the program and is working

on measures to facilitate the complaint intake process and refine the complaint referral program,

as appropriate.

By direction of the Commissioo. i.

Donald S. Clark

Secretary

cc: The Honorable Richard C. Shelby, Ranking Member

Committee on Banking, Housing, and Urban Affairs

United States Senate

The Honorable Spencer Bachus, Ranking Member

Committee on Financial Services

United States House of Representatives

6
Summary Table for Report on Complaint Referral Program

Pursuant to Section 611(e) of the Fair Credit Reporting Act

Number of Number of Disputed Number of Items Resolved as

Number of Complaints Items in Randomly Requested by the Consumer in

Complaints Randomly Selected Selected Complaints Randomly Selected

Referred to CRAs for Reporting Complaints

2004

2nd Quarter 2360 249 1117 797

2004

3Rt Quarter 1552 166 1244 944

2004

4th Quarter 1574 172 692 527

2004 Totals 5486 587 3053 2268

2005

1" Quarter 1666 167 1456 1070

2005

2nd Quarter 1797 186 1412 911

2005

3'd Quarter 1645 171 905 503

2005

4th Quarter 1344 145 1266 730

2005 Totals 6452 669 5039 3214

2006

I" Quarter 1614 168 1705 997

2006

2nd Quarter 1606 167 1313 558

2006

3rd Quarter 1495 152 971 649

2006

4th Quarter 1285 139 676 411

2006 Totals 6000 626 4665 2615

2007

I" Quarter 1503 161 1200 731

2007

2nd Quarter 1603 171 1293 677

2007

3rd Quarter 1255 131 1269 642

2007

4th Quarter 1023 109 905 453

2007 Totals 5,384 572 4667 2503

Totals for

2004-2007 23,322 2,454 17,424 10,600

7