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.

Three Problems That Need To Be Fixed: COVID’s Financial Impact

March 30, 2021|

In the year since COVID-19 lockdowns began in the U.S., customer complaints reveal the ongoing impact of the pandemic and its economic fallout on customers. With the PositivityTech® Intelligent Platform, customer complaint data captures this reality and presents critical opportunities for banks and credit bureaus to repair practices.

Problem 1: Health impacts finances

As early as April 2020, customer complaints, like the one below, began to reveal the impact of their health stress on their financial stress. This impact continued to grow, with complaints to the Consumer Financial Protection […]

Top Reasons Why Banks Pay Monetary Relief

February 8, 2021|

What exactly is monetary relief and when do financial institutions provide it to consumers?

Monetary relief is defined as objective, measurable, and verifiable relief that is provided to the consumer as a direct result of the steps taken or that will be taken in response to a complaint. As of December 2020, CFPB public enforcement actions have resulted in over $12.9 Billion in total consumer relief and fewer than 5% of CFPB customer complaints are resolved with monetary relief. As the new CFPB director focuses on consumer fairness and financial inclusion, how should financial institutions […]