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.
Did You Know That The CFPB Changed Its Complaint Categories?
When consumers submit complaints to the Consumer Financial Protection Bureau (CFPB), they have the option of choosing the categories most relevant to their problem.
Recently, the CFPB changed hundreds of combinations of Product / Sub Product / Issue / Sub Issue mapping in its form. These changes did not garner media attention. Yet, they are significant and […]
Why Are Retirees And Servicemembers Being Denied Mortgages?
“‘I’m an extremely good risk,’ said Ms. Stuart, 60, a lawyer. She had a 30-year work history and a credit rating above 800…. But her mortgage company denied her application. ‘I didn’t qualify for a refinance because I didn’t have enough income,’ she said. ‘It was extremely frustrating.’”
“‘We just couldn’t get […]
These issues should not be on your customers’ to-do lists
Fraudulent bank accounts. The inability to connect with an agent to solve your problem. Credit card rewards that you can’t access. We’ve all been there. We’ve all found financial issues crowding our already busy to-do lists.
And as a leader in the financial industry, you can make the difference you want to make.
When You Can’t Access Your Money
Have you ever had the experience of not being able to access your funds? Perhaps your account was put on hold due to fraud concerns or you were unclear as to funds availability policies or you faced actual bank errors.
The widespread fear and panic of not being able to access funds — or not knowing […]
The CFPB is Loud and Clear
Have you read the Consumer Financial Protection Bureau’s Annual report of credit and consumer reporting complaints, which includes how the organization identifies consumers’ growing issues? It says the following:
“The CFPB’s complaint process is the primary method by which the CFPB hears from consumers. This process is designed […]