News & Analysis as of

Consumer Complaint Management

Blockchain Week in Review – September 2017 #7

by Perkins Coie on

Below is a summary of some of the significant legal and regulatory actions that occurred over the past week. This alert is not intended to be a comprehensive list of all such developments, but rather a selection of...more

ED Rebukes CFPB “Abuse” with Termination of MOUs, Announces Expansion of Internal Oversight

by Ballard Spahr LLP on

The Department of Education (ED) recently delivered a letter to the Consumer Financial Protection Bureau (CFPB) providing notice of its intent to terminate the Memoranda of Understanding (MOUs) between the agencies. The...more

Updated OIG work plan for CFPB adds new project on sharing complaint data

by Ballard Spahr LLP on

Since our last blog post about the Office of Inspector General’s work plan for the CFPB, the work plan has been updated as of July 1, 2017 to add one new planned project....more

FDA Reorganizes ORA Staff, Pharmaceutical & Medical Device Update, Vol. IV, Issue III

by Jones Day on

On May 15, 2017, the Food and Drug Administration's ("FDA" or "Agency") Office of Regulatory Affairs ("ORA") began implementing a "Program Alignment Initiative." The Initiative requires the ORA staff, who are charged with...more

CFPB issues annual complaint report

by Ballard Spahr LLP on

The CFPB has issued its annual Consumer Response Report that provides an analysis of the approximately 291,400 complaints handled by the CFPB between January 1 and December 31, 2016. According to the report, complaint volume...more

CFPB Monthly Report Returns its Focus to Credit Reporting and Mortgage Complaints Fall Out of the Top Three

The CFPB issued its monthly report on consumer complaints last week. The report is a high-level snapshot of trends in consumer complaints. The Reportprovides a summary of the volume of complaints by product category, by...more

CFPB Consumer Advisory Board to meet March 2

by Ballard Spahr LLP on

The CFPB has published a notice in the Federal Register announcing that a meeting of its Consumer Advisory Board will be held on March 2, 2017. The notice indicates that the Board will discuss the consumer credit information...more

CFPB releases report on student loan debt owed by older consumers

by Ballard Spahr LLP on

The CFPB has released a new report, “Snapshot of older consumers and student loan debt,” that provides statistics on the growing number of consumers age 60 and over (older consumers) who owe student loan debt and the growing...more

Trade groups oppose CFPB’s proposed expansion of consumer complaint feedback

by Ballard Spahr LLP on

The Consumer Bankers Association and the American Bankers Association have submitted a comment letter setting forth their opposition to the CFPB’s proposed addition of a survey to the current complaint intake form....more

I Can’t Get No (Financial Product) Satisfaction: CFPB Complaint Database Exceeds One Million Complaints

by McGuireWoods LLP on

On September 27, the Consumer Financial Protection Bureau (CFPB) released its Monthly Complaint Report capturing a high-level snapshot of trends in consumer complaints. In conjunction with releasing its September Report, the...more

CFPB Month in Review for August 2016

In case you missed it, here is what the Consumer Financial Protection Bureau (CFPB) was up to over the last month: Enforcement Actions and Litigation - Enforcement Action Against First National Bank of Omaha...more

Don’t ignore your client’s complaints

by Ary Rosenbaum on

In my personal life, I think that many people think I’m a pain in the rear end. As someone who used to be passive-aggressive, I try to tell people what bothers me and what I want, so there is no more guessing on how I feel...more

Why treating customer complaint with therapeutic neglect always fails

by Fox Rothschild LLP on

When faced with a customer complaining through a letter or email, it is human nature to try to appease the customer with a conciliatory response or no response at all. I have seen this “human nature” all too often when...more

CFPB July 2016 complaint report highlights credit card complaints, complaints from Washington consumers

by Ballard Spahr LLP on

CFPB has issued its July 2016 complaint report which highlights complaints about credit cards and complaints from consumers in Washington and the Seattle metro area. The CFPB began taking credit card complaints on July 21,...more

CFPB touts initiatives in “fact sheets”

by Ballard Spahr LLP on

To commemorate its fifth anniversary, the CFPB released a series of “fact sheets” touting its initiatives. The “fact sheets” consist of the following: CFPB: By the numbers. The CFPB lists various statistics, such as...more

House bill introduced to impose consumer complaints requirements on CFPB

by Ballard Spahr LLP on

Republican Congressman Matt Salmon has introduced a bill, the “CFPB Data Accountability Act ” (H.R. 5413), that would impose requirements on how the CFPB handles consumer complaints. The requirements include the following...more

CFPB issues fourth annual report on servicemember complaints

by Ballard Spahr LLP on

The CFPB’s Office of Servicemember Affairs released its fourth annual report highlighting complaints submitted in 2015 by servicemembers, veterans, and their families. The report states that in 2015, the CFPB received...more

CFPB Feb. 2016 complaint report highlights prepaid card complaints, complaints from Texas/Houston metro area consumers

by Ballard Spahr LLP on

The CFPB has issued its February 2016 complaint report which highlights complaints about prepaid cards and complaints from consumers in Texas and the Houston metro area. The CFPB began taking complaints about prepaid cards in...more

CFPB Releases Monthly Complaint Report for February 2016

On March 1, 2016, the Consumer Financial Protection Bureau (CFPB) released its latest Monthly Complaint Report for February 2016, which provides an overview of three-month trends in consumer complaints. This Monthly Report...more

FCA consults on PPI rules

by Dentons on

FCA is consulting on proposed new rules and guidance for payment protection insurance (PPI) complaints. This follows FCA’s statement that it would consult on introducing a deadline for PPI complaints, accompanied by a...more

CFPB Student Loan Ombudsman highlights FFELP loans in fourth annual report

by Ballard Spahr LLP on

The CFPB released its fourth Annual Report of the Student Loan Ombudsman discussing complaints received by the CFPB about private and federal student loans and the lessons drawn by the Ombudsman from those complaints. (The...more

Flurry of FCRA Complaints Recently Filed in Nevada Courts

by Ballard Spahr LLP on

Approximately 50 cases have been filed recently in Nevada state and federal courts against furnishers of information and credit reporting agencies (CRAs) for alleged Fair Credit Reporting Act (FCRA) violations. It appears...more

FCA announces fall in complaints

by Dentons on

FCA has announced a decrease in complaints received between January and June 2015 of 2.1% compared to the previous six months. This has largely been driven by the fall in PPI-related complaints. However, complaints about...more

OCR announces launch of Phase 2 of HIPAA audits

Although the Office for Civil Rights (OCR) has indicated in the past that it would start its next round of HIPAA audits, apparently it means business now. In the wake of an Inspector General report that the OCR was merely...more

A Treasure Trove: Publication of Complaint Data by the CFPB

by Baker Donelson on

The CFPB complaint database was created with altruistic intentions. They envisioned a tool that consumers could use to search a downloadable database for research on a product or specific lender, just as they would research...more

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