How to File an Effective CFPB Complaint and Actually Get Results
Why use the CFPB complaint system
The Consumer Financial Protection Bureau (CFPB) runs one of the most effective public complaint systems in the U.S. for problems with banks, credit cards, loans, mortgages, debt collection, credit reporting, money transfers, BNPL, student loans, auto finance and many other consumer-financial products. When you file correctly, your complaint is sent directly to the company, the company must respond in a short window (usually 15 days with a final answer in 60), and the CFPB can use your data for supervision and enforcement. A good complaint is:
- Specific (dates, amounts, product, company)
- Documented (screenshots, letters, statements)
- Outcome-oriented (“I want a refund/correction/stop contacting me”)
- Legally framed (references to FCRA, FDCPA, TILA, UDAAP — even briefly)
This guide shows you how to write that kind of complaint.
Quick Guide (English)
- Step 1 – Choose the right product/sub-product in the CFPB form (e.g. “Credit reporting > Incorrect information” or “Debt collection > Attempts to collect debt not owed”). This routes your case to the right team.
- Step 2 – State the problem in a single opening line: “The company reported a late payment that is inaccurate” or “The collector is contacting me about a debt I do not owe.”
- Step 3 – Give timeline and evidence: dates, dollar amounts, account numbers (masked), what the company said, what you have already tried.
- Step 4 – Say what you want: refund, correction of credit report, stop calls, fee reversal, contract copy.
- Step 5 – Upload supporting documents (letters, statements, screenshots, dispute letters, collection notices).
- Step 6 – Watch for the company response in the portal; respond or add information if the CFPB asks.
- Step 7 – Keep your tone professional. The clearer you are, the easier it is for a CFPB analyst (and the company) to resolve it.
When the CFPB is the right place — and when it isn’t
The CFPB is ideal for:
- Credit report problems (Equifax/Experian/TransUnion) — wrong accounts, mixed files, identity theft items that were not removed, reaged debts.
- Debt collection issues — attempts to collect on paid/obsolete debts, calling at work, contacting you after written cease, collecting on the wrong person.
- Card or bank fee disputes — unexpected overdraft fees, double charges the bank won’t reverse, payment-posting errors.
- Mortgage and servicing mistakes — misapplied payments, escrow errors, force-placed insurance, problems after disaster or hardship.
- Money transfer / remittances / payment apps — money did not arrive, wrong recipient, incorrect fees.
The CFPB is not the best channel for pure criminal matters (identity theft with ongoing fraud → also file with FTC/IdentityTheft.gov and local police) or for non-financial landlord–tenant disputes (security-deposit fights, habitability). But if your landlord or platform is charging illegal payment fees or reporting you to a consumer-reporting agency, that can become CFPB material.
“Graphics” info — structure of a high-impact complaint
| Section | What to write | Why it helps |
|---|---|---|
| Opening line | “The company reported an account that is not mine, and refuses to correct it.” | Gives the analyst the headline in 1 sentence. |
| Timeline | “On 2025-10-02 I disputed with the bureau; on 2025-10-18 I received a form letter denying it.” | Shows you tried to resolve it and the company failed. |
| Evidence | Upload statements, dispute letters, copies of ID, screenshots of the wrong tradeline. | CFPB can send to company; company can’t say “we never saw this.” |
| Legal hook | “This appears to violate FCRA reinvestigation duties / FDCPA on collecting debt not owed / UDAAP.” | Signals you know the rule and are asking CFPB to look at that angle. |
| Requested resolution | “Please delete the inaccurate tradeline and send confirmation to me and to all bureaus.” | Tells the company exactly what to do. |
Step-by-step: filing in the CFPB portal
- Create an account or continue as a guest. An account lets you track answers and upload more documents later.
- Select the product (credit reporting, checking or savings, credit card, mortgage, debt collection, money transfer, student loan, vehicle loan/lease, payday/small dollar, virtual currency/digital wallet, etc.). Picking the wrong product is a common reason for slow replies.
- Identify the company. Use the registered/billing name, not just the brand. If you pick the wrong one, the case may bounce.
- Describe what happened. Use short paragraphs:
- What you expected to happen.
- What actually happened (with dates and amounts).
- What you did to fix it (called, emailed, disputed, sent documents).
- Say what you want: refunds, fee waiver, deletion/correction of a tradeline, stop of collection/harassment, copy of contract, explanation of policy, credit to account.
- Attach files. Name them clearly: “2025-09-02_BankStatement.pdf”, “2025-10-01_DisputeLetter.pdf”. Redact SSN except last 4, redact full card numbers.
- Submit and monitor. The CFPB will normally pass it to the company quickly. Many companies respond inside the 15-day window with either a solution or a “we need more time.”
Writing tips that increase the chance of action
- Be factual, not emotional. “Representative hung up twice on 2025-10-12” is more powerful than “they are rude.”
- Show prior attempts. “I called on 10/01 and 10/04; I emailed on 10/05; no answer.” This proves the internal process failed.
- Quantify the harm. “I was charged $95 more than disclosed”; “I was denied credit because of their inaccurate report.”
- Link to a law or right. “Under FCRA, the furnisher must investigate and correct inaccurate information.”
- Stay realistic. Ask for the fix that matches the problem; over-asking (“$1 million”) makes you look less credible.
“Graphics” info — common CFPB complaint categories & examples
| Category | Typical issue | What to request |
|---|---|---|
| Credit reporting | Wrong account/late, identity theft item, bureau didn’t fix after dispute | Delete or correct the tradeline and send updated report to all bureaus |
| Debt collection | Collecting a debt not owed, threatening legal action, contacting at work | Cease collection, verify the debt, remove negative reporting, stop calling work |
| Bank account/fees | Unexpected overdraft, duplicate charge, Zelle/transfer not received | Reverse the fee, reimburse the transfer, explain the bank’s posting order |
| Mortgage/servicing | Payment misapplied, escrow shortage, forbearance misunderstanding | Correct the account, waive late charges, send a full payment history |
| Money transfers/remittances | Money not delivered or delivered late, higher than promised fees | Refund, correct recipient, provide proof of delivery |
FAQ (English)
1) Does the CFPB force the company to do what I want?
Not always. The CFPB routes your complaint to the company and expects a timely, substantive response. Many companies fix issues quickly to avoid a bad record, but the CFPB is not your private lawyer. Still, your detailed complaint helps the Bureau spot patterns for enforcement.
2) How long does it take to get an answer?
Companies generally must respond within about 15 days and give a final response within 60 days. Complex cases can take longer if more info is requested.
3) Can I file on behalf of a relative or client?
Yes, but say so in the description (“I am filing on behalf of my mother…”) and attach proof of authorization or power of attorney if you have it.
4) What if the company lies in the response?
You can go back into the CFPB portal and dispute the company’s response, upload more evidence, and explain what is still unresolved. Keep it factual.
5) Is filing with the CFPB free?
Yes. You do not have to pay anyone. Be cautious with services that offer to “file your complaint for a fee.”
6) Will the CFPB call me?
They can contact you for more information, usually by email/portal. Watch your inbox.
7) Can the company retaliate?
Retaliation for exercising consumer-protection rights can itself be considered an unfair or abusive practice. Keep all messages in writing.
8) Should I also dispute with the credit bureaus directly?
Yes. For credit-report issues, dispute with each bureau and with the furnisher. Then, if they do not fix, file with the CFPB attaching your earlier disputes. That shows non-compliance with FCRA reinvestigation rules.
9) Is the CFPB complaint public?
The Bureau may publish complaint data in its public database, but it removes personal information. Companies and the CFPB still see the full details you submit.
10) What if I need money back fast?
Use the CFPB system and continue talking to the company (disputes, chargebacks, branch manager). The CFPB channel often accelerates things because a regulator is now watching.
Legal/technical base (English)
Consumer Financial Protection Act (Title X of the Dodd-Frank Act) created the CFPB and gave it authority to collect and respond to consumer complaints about financial products and services. The complaint system helps the Bureau monitor UDAAP (unfair, deceptive, or abusive acts or practices) and identify targets for supervision and enforcement.
Fair Credit Reporting Act (FCRA) requires consumer-reporting agencies and furnishers to investigate disputes and correct inaccurate or incomplete information. If a bureau or furnisher fails to reinvestigate, a CFPB complaint is appropriate.
Fair Debt Collection Practices Act (FDCPA) gives consumers the right to demand validation, stop certain communications, and stop false or misleading representations. CFPB uses complaint data to enforce FDCPA.
Electronic Fund Transfer Act (EFTA) and Regulation E require prompt investigation of unauthorized electronic transfers — CFPB complaints are useful when institutions do not follow those deadlines.
CFPB Complaint Handling Policies require companies to give “closed with explanation,” “closed with monetary relief,” or “closed with non-monetary relief” outcomes. That is why you should always define the resolution you want.
Conclusion
Filing with the CFPB works best when you treat it like a short legal brief: clear headline, dates, documents, and a specific ask. The Bureau’s portal is free, fast, and visible to regulators and company executives. If you describe the problem well, attach evidence, and name the law or right that was ignored, you maximize your chance of getting money back, getting your report fixed, or getting the harassment to stop — and you also help the CFPB spot patterns that protect everyone.