Draft

Official U.S. government survey 

# The 

# Consumer’s Perspective

on 

# Credit and 

# Debt

A survey by the Consumer Financial Protection Bureau to learn

about Americans’ experiences with debt and debt collection



# Thank you for your help

with this important

national survey! Y OUR RESPONSE S ARE ANONYMOUS

Your responses will never be linked to your

name or address. You r participation is

voluntary, and you may skip any questions that

you are unable or unwilling to answer.



### Y OUR PARTICIPATION IS CRI TICAL

This survey will provide reliable information

about consume rs’ experiences that is cr itical

for creating effective policies.Draft

Privacy Act Statement: 5 U.S.C. 552a(e)(3) This collection of information is authorized by Pub. L. No. 111

- 203, Title X,

Sections 1013 and 1022, codified at 12 U.S.C. §§ 5493 and 5512. The information you provide in response to this survey issued by

the Consumer Financial Protection Bureau (“CFPB ”) will be used to understand consumers’ experiences with debt and debt

collection.

Administrative data were used to select people to receive this survey. Your responses will be combined with administrative data in a

way that you remain anonymous. Routin e uses which may be made of the collected information can be found in the CFPB’s System of

Records Notice, CFPB.022

– Market and Consumer Research Records , 77 FR 67802. The CFPB may make an anonymous version of

the survey data publicly available in accordance with applicable federal law.

Participation in this study is voluntary and there are no penalties for refusing to answer any question. However, your partic ipation is

extremely importan t to ensure the completeness and accuracy of the statistical results.

Paperwork Reduction Act Statement: According to the Paperwork Reduction Act of 1995, an agency may not conduct or

sponsor, and a person is not required to respond to a collection of i nformation unless it displays a valid OMB control number. The

OMB control number for this collection is 3170

- XXXX . It expires on MM/DD/YYYY . The time required to complete this

information collection is estimated to average approximately 20 minutes per re sponse

. Comments regarding this collection of

information, including the estimated response time, suggestions for improving the usefulness of the information, or suggestio ns for

reducing the burden to respond to this collection should be submitted to the Bureau at the Consumer Financial Protection Bureau

(Attention: PRA Office), 1700 G Street NW, Washington, DC 20552, or by email to PRA@cfpb.gov. About the CFPB

The Consumer Financial Protection Bureau (CFPB) is a F ederal agency that was

created in 2010 to make markets for consumer financial products and services

like mortgages, credit cards, and auto loans work by making sure that these

markets are fair, transparent, and competitive and that the costs and risks are

clear

.

About this study

This survey will provide information about consumers’ experiences with credit,

debt

, and debt collection that is crucial to creating effective r ules to ensure that

consumers are treated fairly and respectfully while creditors can effectively

seek to collect money they are owed.

About the survey sample

Survey recipients were selected at random from across the United States in a

way that ensures tha t, taken together, the survey results will give a full picture

of consumers’ credit and debt a s well as their experiences with debt collection.

People ’ s experiences and views can vary widely, so it is important that the

study reflects those of all types of Americans.



# That is why your response is critical.

Thank you for completing this survey.

For more information about this survey,

please call 1

- 800

- 555

- 0000 or visit

www.consumerfinance.gov/debtcollectionsurvey.htm l

For more information about the CFPB

, visit

www.consumerfinance.govDraft

1 

## A. Your situation and experiences

Most Americans have credit or debt at one time or another. This survey is about your views and

experiences with credit and debt and the process of paying debts

.

C onsumers’ experiences with credit or d e bt may differ based on their financial circumstances. So,

first, we want to know about your general financial situation.

1. Would you say that you are better off or worse off financially than you were a year ago?

 Better now

 About the same

 Worse

 Don’t know

2. Now looking ahead

— do you think that a year from now you will be better off financially, or

worse off, or just about the same as now?

 Will be b etter off

 About the same

 W ill be w orse off

 Don’t know

3. Have you applied for any type of credit or loan in the last five years?

 Yes

 No

4. (If yes to 3 ) In the past five years, has a lender turned down your application for credit

or not given you as much credit as you applied for?

 Yes, turned down for credit

 Yes, not as much credit as applied for

 No

5. (If yes to 4 ) Were you later able to obtain the full amount you requested by

reapplying to the same lender or by applying elsewhere?

 Yes

 No

 Did not reapply

6. At any time in the past five years , did you think of applying for credit or a loan from a

particular lender but change your mind because you thought you might be turned down?

 Yes

 NoDraft

2 For the purposes of this survey, a debt is any money you owe, for example, bank loans, student loans,

financing from a store or dealer, and past

- due bills (such as credit card, medical, or utility bills).

Include only personal debts (not business l oans), and do not in clude money you owe to a family

member.

7. Which of the following types of debts do you currently have?

Yes No

A charge card balance or credit card balance remaining after your last payment  

Mortgage or home equity loan  

H ome equity line of credit (HELOC)  

Auto loan  

Student loan  

Other consumer or personal loan or line of credit (other than a mortgage, auto, or

student loan , or a HELOC )  

Auto title loan  

Payday loan  

Legal judgment or legal expenses (child support, attorneys’ fees, etc.)  

Past

- due taxes  

Past

- due medical bill  

Past

- due phone, cable, internet

, or other telecommunications bill  

Past

- due utility bill (gas, electric, etc.)  

Other type of debt:

________________________________________________  Draft

3 

## B. Your experiences with debt collection

Next, we want to know about your experience s with debt collection. We are interested in any

instances that a creditor or debt collector tried to collect a debt from you

— this includes attempts to

collect debts that you owed as well as attempts to collect debts that you believed you did not owe

.

Debt collection occurs when a creditor or debt collector contacts a debtor to seek payme nt for a

debt that is past due. Debt collection does not include contact with a creditor in the course of making

on

- time payments.

A creditor is any person or company that originally lent you money ( for example , a bank or credit

card company) or that sold you goods or services ( for example , a store or hospital). C reditor s may

collect debts through their internal collections departments.

A debt collector is any person or company other than the original creditor that tries to collect on a

debt. A debt collector could be, for example, an attorney or a debt collection firm.

8. In the past year, since [ September 201 3 ], have you been contacted (in person, by phone, mail

or some other means) by a creditor or debt collector trying to collect a debt from you?

Include instances when you were contacted about debts that you owe d as well as debts that you

believed you did not owe

.

• I nclude i nstances when a creditor or debt collector contacted you trying to get you to pay for

someone else’s debt ;

• D o not include instances when a creditor or debt collector contacted you by mistake and was

trying to reach someone else to collect a debt from that person ( for example, when the

creditor or debt collector had the wrong phone number or mailing address )

.

 Yes

 No → Skip to Section F. on page 11 (Question 47 )

9. In the past year, since [ September 201 3 ], how many different debts have creditors or debt

collectors tried to collect from you?

 1 debt

 2

– 4 debts

 5

– 9 debts

 10

– 14 debts

 15 or more debts

 Don’t know

10. Were any of these debts that you have been contacted about since [ September 201 3 ]...

Yes No

A debt that you d id not owe?  

A debt you owe d but the amount the collector wa s seeking wa s wrong ?  

A debt for which you we re a co

- signer for someone else ?  

A debt owed by a family member but that you did not co

- sign ?  

A debt owed by a deceased family member ?  Draft

4 11. Thinking about all of the debts that you have been contacted about since [ September 201 3 ],

which of the following type(s) of debts were you contacted about?

Yes No

A charge card balance or credit card balance remaining after your last payment  

Mortgage or home equity loan  

Home equity line of credit (HELOC)  

Auto loan  

Student loan  

Other consumer or personal loan or line of credit (other than a mortgage, auto, or

student loan , or a HELOC )  

Auto title loan  

Payday loan  

Legal judgment or legal expenses (child support, attorneys’ fees, etc.)  

Past

- due taxes  

Past

- due medical bill  

Past

- due phone, cable, internet

, or other telecommunications bill  

Past

- due utility bill (gas, electric, etc.)  

Other type of debt:

________________________________________________  

12. Since [ September 201 3 ], have you ever paid part or all of a debt after being contacted by a

creditor or debt collector about that debt ?

 Yes

 No → Skip to 15

13. (If yes to 12 ) Thinking about the most recent debt you paid after being contacted, which

of the fol lowing best describe s the most important reason you paid this debt? Please

c heck one re ason

.

 I thought it would improve my credit score or credit rating

 I wanted the creditor or debt collector to stop contacting me

 I wanted the creditor or debt collector to stop contacting friends, co

- workers

, or others

 I had forgotten or not known about the debt, and the collection efforts led me to pay it

 I thought I might otherwise be sued

 I thought I might otherwise be arrested

 My financial situation changed and I was able to pay the debt

 I paid it because it was the right thing to do

 I paid it because it was a small amount

 I needed to pay it off to qualify for a new loan

 Other reason: ________________________________________________

14. (If yes to 12 ) People may pa y a debt that they are uncertain is theirs or that they do not

remember borrowing. Which of the following best describes how certain you were

about whether this debt was yours?

 I was reasonably certain the debt was mine

 I was reasonably certain the debt was not mine

 I was uncertain whether the debt was min eDraft

5 15. Since [September 201 3 ], h ave you ever not paid a debt despite being contacted by a creditor or

debt collector abo ut the debt?

 Yes

 No

16. (If yes to 15 ) Thinking of the most recent instance when you did not pay a debt despite being

contacted by a creditor or debt collector, w hich of the following best describes the most

important reason you did not pay the debt? Please c heck one re ason

.  I did not have enough money

 I was not sure t he debt was mine or was valid

 I had already paid the debt

 The amount of the debt was wrong

 The value of the asset was not worth enough to continue making payment s

 I did not know who to pay

 I assumed nothing bad would happen

 I was (or am) planning to file for bankruptcy

 I did not want to pay

 I plan to pay but have not yet done so

 Other reason : _________________________________________________

17. In the past yea r , since [ September 201 3 ], have you ever asked a creditor or debt collector to stop

all communications with you?

 Yes

 No

18. (If yes to 17 ) Thinking about the most recent time you requested that a creditor or debt

collector stop contacting you, how did you communicate your request?

 Orally (over the phone, in person, etc.)

 By le tter or fax

 By email , text, or internet

19. (If yes to 17 ) Did the creditor or debt collector stop contacting you after this request?

 Yes

 No

20. If a creditor or debt collector contacted you about a debt that you did not immediately recognize

, h ow helpful do you think each of the following pieces of information would be in figuring out

whether it was one you owed?

Very

helpful Somewhat

helpful Not at all

helpful

O riginal account number   

I temization of the amount owed (for example, principal, interest and fees)   

Social Security Number of the person who owes the debt   

Type of debt (credit card, medical bill, etc.)   

N ame and address of the person who owes the debt   

N ame and address of joint borrowers (if any)   

D ate and amount of the last payment made   

C opy of the last billing statement   

C opy of the contract or original invoice   Draft

6 

## C. Your most recent debt collection

These questions refer to the debt that a creditor or debt collector contacted you about most

recently

— even if you bel ieve that this debt is not yours, you believe the amount is wrong , or you

believe you already paid this debt.

Please do not include instances when a creditor or debt collector contacted you by mistake but was

trying to reach someone else to collect a debt from that person (for example, when the creditor or

debt collector had the wrong phone number or wrong mailing address ).

21. In the past year, since [ September 201 3 ], how many different creditors or debt collectors have

contacted you trying to collect a debt ?

 One creditor or debt collector → Skip to 25

 Two or more

 Don’t kno w

22. Which of the following best describes the type of debt that you were most recently

contacted about? Please c heck one type of debt.

 A charge card balance or credit card balance remaining after your last payment

 Mortgage or home equity loan

 H ome equity line of credit (HELOC)

 Auto loan

 Student loan

 Other c onsumer or personal loan or line of credit ( other than a mortgage, auto, or student

loan or a HELOC )

 Auto title loan

 Payday loan

 Legal judgment or legal expenses (child support, attorneys’ fees, etc.)

 Past

- due taxes

 Past

- due m edical bill

 Past

- due phone, cable, internet

, o r other telecommunications bill

 Past

- due utility bill (gas, electric, etc.)

 Other type of debt: ________________________________________________

23. W hen this creditor or debt collector fir st contacted you , did you believe that you owed

this debt (even if you believed the creditor or debt collector was seeking the wrong

amount) ?

 Yes

 No

 I was uncertain

24. When this creditor or debt collector first contacted you , did you believe that the amount

that the creditor or debt collector was seeking was correct ?

 Yes

 No

 I was uncertainDraft

7 25. When were you last contacted by a creditor or debt collector about this debt?

 Less than a month ago

 1 to 3 months ago

 4 to 6 months ago

 7 to 12 months ago

 Don’t know

26. When were you first contacted by any creditor or debt collector about this debt? Please include

contact about this debt from any person or company seeking to collect this debt.

 Less than a month ago

 1 to 3 months ago

 4 to 6 months ago

 7 to 12 months ago

 13 to 24 months ago

 More than 24 months ago

 Don’t know

27. Thinking about the person or company that contacted you most recently about this debt, was

this the creditor or a debt collector ? Please check one response

.  The creditor (for example, the original lender , store, or hospital)

 A debt collector (including a law firm or debt collection company trying to collect the debt )

 Don’t know

28. H ow often did th is creditor or debt collector usually try to reach you each week? Include both

successful and unsuccessful attempts (for example, unanswered calls or voicemail messages) to

contact you.

 Once per week or less

 2 to 4 times per week

 5 to 9 times per week

 1 0 to 19 times per week

 20 or more times per week

29. How did this creditor or debt collector try to reach you? I nclude both successful and

unsuccessful attempts to contact you.

Yes No

In person  

Phone  

Voicemail or answering machine message  

Letter  

Email  

Text message  

Social media (Facebook, Twitter, etc.)  

Other:

________________________________________________________  Draft

8 30. Thinking about the creditor or debt collector that most recently contacted you about this debt,

h ow would you characterize your communications in trying to collect the debt?

Agree Disagree

The creditor or collector was honest  

The creditor or collector called too frequently  

The creditor or collector provided me with options to pay the debt  

The creditor or collector called me early in the morning (before 8 a.m.) or late

at night (after 9 p.m.)  

The creditor or collector was able to communicate in my primary language  

The creditor or collector clearly commu n i cated that he or she was calling to

collect a debt  

The creditor or collector addressed my questions about this debt clearly and

accurately  

The creditor or collector was polite  

The creditor or collector threatened me  

31. Did you contact the following about your experience with this creditor or debt collector ?

Yes No

An attorney or legal aid organization  

A Federal or state government agency (Consumer Financial Protection

Bureau, Federal Trade Commission, state Attorney General, etc.)  

A Better Business Bureau or other industry group  

32. To your knowledge, has this creditor or debt collector ever contacted someone other than your

spouse or your attorney (such as a friend, coworker, or family member ) in trying to collect this

debt ? Do not include instances in which the person contacted was a co

- signer.

 Yes

 No

33. Did you pa y off some or all of this debt after this creditor or debt collector contacted you ?

 Yes

 NoDraft

9 

## D. Disputing a debt in collection

People sometimes dispute a debt, for example, by telling the creditor or debt collector that the debt is

not his or hers or that the amount being collected is wrong.

34. In the past year , since [September 201 3 ], have you disputed a debt with a creditor or debt

collector? If you disputed multiple debts since [September 201 3 ], please refer to the most recent

dispute.

 Yes

 No → Skip to 44

35. Is the debt that you most recently disputed the same one as the most recent debt you were

contacted about (that you described in Section C )?

 Yes

 No

36. D id you dispute the following ?

Yes No

Whether it was your debt  

Whether the amount of the debt was correct  

Whether the debt had already been paid  

Whether the creditor or debt collector had the right to collect the debt  

Other: _______________________________________________  

37. Who did you dispute this debt with ? Please check one response

.  The creditor (for example, the original lender, store, or hospital)

 A debt collector (including a law firm or debt collection company trying to collect the debt)

 Don’t know

38. Was this the first time you had disputed this debt?

 Yes , this was the first time I disputed the debt

 No , I had previously disputed the debt with the creditor or with a different debt collector

39. Thinking about the most recent dispute , h ow did you dispute the debt?

 Orally (over the phone, in person, etc.)

 By letter or fax

 By email , text, or internet

40. D id the creditor or debt collector do any of the following in respon se to this most recent

dispute?

Yes No

Reduced the amount of debt  

Ceased efforts to collect the debt  

Made other payment arrangements  

Did not respond and continued to contact me  Draft

10 41. Did the creditor or debt collector provide additional information in response to your dispute?

 Yes

 No

42. (If yes to 48) Did the creditor or debt collector provide the following in response to your

dispute?

Yes No

Original account number  

Itemization of the amount owed (for example, principal, interest, and fees)  

Social Security Number of the person who owes the debt  

Type of debt (credit card, medical bill, etc.)  

Name and address of the person who owes the debt  

Name and address of joint borrowers  

Date and amount of the last payment made  

Copy of the last billing statement  

Copy of the contract or original invoice  

Other: ___________________________________________________

___  

43. (If yes to 48) Did this information allow you to determine if you owed the creditor or

debt collector the amount that the collector was seeking ?

 Yes

 No



## E. Lawsuits to collect on debts

44. In the past year , since [ September 201 3 ], have you been sued by a creditor or debt collector

wishing to collect a debt (for example, you received or were served with a complaint) ?

 Yes

 No → Skip to 47

45. (If yes to 44 ) Did you a ttend the court hearing for the most recent lawsuit?

 Yes → Skip to 47

 No

46. (If no to 45 ) People may want to attend a court hearing but then are un able to or

do not . Which of the following best describes the main reason you did not attend

the hearing? Check one reason.

 I owed the debt or had no defense

 I did not owe the debt but thought it would not matter if I appeared or not

 I did not know that a lawsuit had been filed

 I did not know when or where the hearing was held

 I did not have an attorney

 It was too difficult or expensive to attend

 Other: ______________________________________________

_______

 The claim was settled or the suit was droppedDraft

11 

## F. Y our preferences for communications about debts

To help the CFPB understand how consumers interact with creditors and debt collectors , t he

following questions ask for your opinion about being contacted through various methods and the

con tent of messages a creditor or debt collect or m ight leave

.

47. Please indicate and rank the top three ways that you would most prefer a creditor or debt

collector to contact you regarding a debt you owe

. Please c heck only one option in each column

among those ways that you can be contacted

. First choice

(most preferred) Second

choice Third

choice

In

- person   

Home p hone   

Cell phone   

Voicemail or answering machine   

Letter   

Email   

Text message   

Social media (Facebook, Twitter, etc.)   

48. If a creditor or debt collector left you a voicemail or answering machine message, would you

want the information below included or not included ?

I ncluded N ot included

The creditor’s or debt collector’s name  

That the creditor or debt collector is attempting to collect a debt  

That the communication is an attempt to collect a debt and any

information obtained will be used for that purpose  

49. How important is it to you that others do not hear or see a message from a creditor or debt

collector?

 Very important

 Somewhat important

 Not at all importantDraft

12 

## G. You and your household

50. What is your sex?

 Male

 Female

51. What is your age as of your last birthday?

 Less than 25 years

 25

– 34 years

 35

– 44 years

 45

– 54 years

 55

– 64 years

 65 years or older

52. What is your highest level of education?

 Less than a high school degree

 High school degree

 Some college

 College degree

 Postgraduate degree (for example, MA, Ph D

, JD, MBA, MD)

53. Are you of Hispanic, Latino, or Spanish origin?

 Yes

 No

54. What is your race? Check all that apply

 White

 Black or African American

 American Indian or Alaska Native

 Asian

 Native Hawaiian or other Pacific Islander

55. Is English your prim ary language ?

 Yes

 No

56. Do you have a mobile phone?

 Yes

 No → Skip to 58

57. Would you have to pay extra ( on top of

any regular monthly fees) to receive the

following on your mobile phone?

Yes No

A call  

A text message   58. W hich of these ways do you regularly use to

access the I nternet?

Yes No

Your phone  

A computer at home  

A computer at work  

A tablet or similar portable device  

Other (for example, library or a

relative’s home)  

59. What is your current marital status?

 Married or living with a partner

 Never married

 Separated

 Divorced

 Widowed

Please answer the following questions for you and

your spouse or partner, if you have one.

60. Current work status: Check all that apply

You Spouse/

Partner

Self

- employed  

Work full time  

Work part time  

Retired  

Temporarily laid off or on

leave  

Not working for pay (student,

disabled, unemployed , etc. )  

61. Recent active duty military service and veteran

status: Active duty i nclude s service in U.S. Armed

Forces as well as activation from the Reserves or

National Guard

.

You Spouse/

Partner

On a ctive duty at any time

since [September 201 3 ]  

Vet eran but no active duty

since [September 201 3 ]  

No military service  

62. Is your current residence owned, rented, or

something else?

 Owned or being bought by you, your spouse

or partner, or someone else living here

 Rented

 Neither owned nor rentedDraft

13 63. Approximately how much was your total annual household income last year from all sources (wages,

salaries, tips, interest, child support, alimony, investment or rental income, retirement, social security,

government benefits such as TANF )?

 Under $20,000

 $20,000 to $39,999

 $40,000 to $69,999

 $70,000 to $99,999

 $100,000 or more

64. How does your total annual household income last year compare to what you would expect in a

“normal” year?

 Higher than normal

 Normal

 Lower than normal

65. Have any of the following happened to you or your family since [ September 201 3 ]?

Yes No

Separat ion, divorc e, or death of your spouse or partner  

Marri age (including remarri age) or moving in with a new partner  

Death of a household member (other than your spouse or partner)  

Birth, adoption, or addition to your household  

Person leaving your household  

Promotion or starting a new job for you  

Loss of a job or self

- employment income  

Retirement  

Disability or serious illness  

Natural d isaster affecting your ho me  

Move within the state where you currently live  

Move from a different state  D raft

14 

## The CFPB thanks you for completing this survey.

We have provided the space below if you wish to share additional comments or further explain any of

your responses. Please do not put your name or address on the questionnaire.

Please use the enclosed business reply envelope to return your completed questionnaire to:

CFPB

123 Main Street

Washington, D.C. 20552

To complete the survey online, go to: www. C FPBDebtSurvey.com

You will need your personal code found in the accompanying letter to access the survey.

For any questions about the survey, please call 1

- 800

- 555

- 0000