The CFPB handled nearly 1 million consumer complaints in 2021

On March 31, the CFPB released its annual consumer response report for 2021, providing an overview of consumer complaints received by the agency between January 1 and December 31, 2021. According to the report, the Bureau handled approximately 994,000 consumer complaints last year. Among other trends, the agency found that complaints about credit or consumer reports continue to rise, accounting for more than 70% of all complaints received last year. Debt collection complaints are also increasing, accounting for more than 10% of all complaints. Consumers also reported difficulties with financial institutions not adequately responding to consumer complaints, giving consumers the bypass, and described issues reaching out to businesses to raise concerns about digital assets, mobile wallets and credit to buy now, pay later. The Bureau noted that in the second year of the Covid-19 pandemic, complaints data showed that the volume of complaints from consumers struggling to pay their mortgages is increasing as borrower protections have expired. Although car loan complaints have also increased, the Bureau reported that student loan complaints remain below pre-Covid levels due to the implementation of temporary relief programs. The top products and services, accounting for approximately 94% of all complaints, were credit or consumer reports, debt collection, credit cards, checking or savings accounts, and mortgages. The Office has also received complaints about money transfers and virtual currency; vehicle financing; prepaid cards; student, personal and payday loans; credit repair; and title loans.


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