FrameWork is a monthly newsletter that presents you with content and media focused on big ideas about customer complaints—all with Marcia Tal’s insightful point-of-view and commentary.

Why Complaints About Credit Scores Are So Complex

August 9, 2019|

My son recently applied to rent an apartment, and when I became a guarantor on his lease, the landlord needed to run a credit check. Utilizing my banks’ tools, I saw that my credit scores were within two points of each other. Then, I received my score from the rental property agency — and I was surprised to find that it was 80 points lower.

Credit scores vary widely for a variety of reasons. Institutions use different scoring algorithms — and even different versions of the same scoring algorithm. Lenders have different schedules for reporting credit information to credit bureaus. Customers […]

Uncovering Value in Customer Complaints About Overdraft Fees

July 24, 2019|

A friend’s daughter was recently purchasing groceries when her debit card was declined. Embarrassed, she stepped out of the line to check her bank balance on her phone. As it turned out, she had an overdraft of $200 — and a $35 overdraft fee on top of that. In a linked savings account, she had more than enough money to pay for the groceries. But, it was too late. She hadn’t transferred the money over in time.

The overdraft fees that affect so many of us have become a hot topic of conversation, and this […]

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