Generic Inventory

Attachment 1.Inventory FINAL.xls

Generic Information Collection Plan for Consumer Complaint and Information Collection System (Testing and Feedback)

Generic Inventory

OMB: 3170-0042

Document [xlsx]
Download: xlsx | pdf

Overview

Intake
Feedback
Referral
Monitoring
Glossary


Sheet 1: Intake

GENERIC CLEARANCE INVENTORY
ID Number Category Sub-Category Service, Product, or Field Issues Sub-Issues Related Issues
1.1 Intake Accessibility Preferred Language Spoken English, Spanish, etc.
2.1 Intake Accessibility Preferred Language Written English, Spanish, etc.
3.1 Intake Accessibility Vision, Hearing, Speech Impairment Support


4.1 Intake Authority "Do not send" to company


5.1 Intake Authority Anonymous Desire to submit anonymously

6.1 Intake Authority Bankruptcy Filing Chapter 7 or 13 Case identifier
7.1 Intake Authority Business Purpose Financial Service, Product or Activity Commercial or Multi-Family Property (e.g., over 4 units)

8.1 Intake Authority Duplication Prior CFPB filing Case identifier
9.1 Intake Authority Duplication Prior federal agency filing Case identifier
10.1 Intake Authority Duplication Prior state/local agency filing Case identifier
11.1 Intake Authority Fraud, exigent circumstances or imminent harm


12.1 Intake Authority Identification of potential whistleblower or tipster by third party complainant


13.1 Intake Authority Legal or other third party representation


14.1 Intake Authority Non-consumer/Commercial status Natural person or legal entity Personal, family or household purpose
15.1 Intake Authority Pending or Prior Arbitration Name of Arbitration Service Arbitration Agreement
16.1 Intake Authority Pending Legal Proceeding Court and Case identifiers

17.1 Intake Authority Pending Legal Proceeding Pre-trial/status conference

18.1 Intake Authority Pending :Legal Proceeding Subject matter

19.1 Intake Authority Pending Mediation or Negotiation Better Business Bureau or Other

20.1 Intake Authority Pending Mediation or Negotiation Contact with Company

21.1 Intake Authority Prior Litigation Court judgment or order Court and Case identifiers
22.1 Intake Authority Prior Litigation Subject matter

23.1 Intake Authority Prior Settlement Settlement agreement or consent judgment

24.1 Intake Authority Prior Settlement Subject matter

25.1 Intake Authority Non-consumer/Commercial status Appraisal Management Company

26.1 Intake Authority Non-consumer/Commercial status Business Property Owner

27.1 Intake Authority Non-consumer/Commercial status Certified general appraiser

28.1 Intake Authority Non-consumer/Commercial status Certified residential appraiser

29.1 Intake Authority Non-consumer/Commercial status Financial Institution Lender

30.1 Intake Authority Non-consumer/Commercial status Individual Property Owner

31.1 Intake Authority Non-consumer/Commercial status Licensed appraiser

32.1 Intake Authority Non-consumer/Commercial status Mortgage broker

33.1 Intake Authority Non-consumer/Commercial status Non-financial institution lender

34.1 Intake Authority Non-consumer/Commercial status Other

35.1 Intake Consumer Demographics Consumer Access to Complaint Process Credit report Knowledge of access to free copy of credit report
36.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Auto title loan
37.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Bought from rent-to-own store
38.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Check cashing
39.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Debit card
40.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Pawn shop sale of item
41.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Payday loan
42.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Prepaid card
43.1 Intake Consumer Demographics Consumer Access to Complaint Process Household access/use of consumer financial products or services in past 12 months Tax refund anticipation loan
44.1 Intake Consumer Demographics Consumer Access to Complaint Process Income $100,000 - $124,999
45.1 Intake Consumer Demographics Consumer Access to Complaint Process Income $125,000 - $149,999
46.1 Intake Consumer Demographics Consumer Access to Complaint Process Income $150,000 - $199,999
47.1 Intake Consumer Demographics Consumer Access to Complaint Process Income $200,000 - more (specify)
48.1 Intake Consumer Demographics Consumer Access to Complaint Process Income $25,000 - $49,000
49.1 Intake Consumer Demographics Consumer Access to Complaint Process Income $50,000 - $74,999
50.1 Intake Consumer Demographics Consumer Access to Complaint Process Income $75,000 - $99,999
51.1 Intake Consumer Demographics Consumer Access to Complaint Process Income Less than $25,000
52.1 Intake Consumer Demographics Consumer Access to Complaint Process Internet access Cell phone
53.1 Intake Consumer Demographics Consumer Access to Complaint Process Internet access Don't have it
54.1 Intake Consumer Demographics Consumer Access to Complaint Process Internet access Family/friend's home
55.1 Intake Consumer Demographics Consumer Access to Complaint Process Internet access Home
56.1 Intake Consumer Demographics Consumer Access to Complaint Process Internet access No response
57.1 Intake Consumer Demographics Consumer Access to Complaint Process Internet access Public library
58.1 Intake Consumer Demographics Consumer Access to Complaint Process Internet access Work
59.1 Intake Consumer Demographics Consumer Access to Complaint Process Length of Employment 1 year or more
60.1 Intake Consumer Demographics Consumer Access to Complaint Process Length of Employment Less than 1 year
61.1 Intake Consumer Demographics Consumer Access to Complaint Process Length of Employment Number of years
62.1 Intake Consumer Demographics Consumer Access to Complaint Process Length of Employment Retired
63.1 Intake Consumer Demographics Consumer Access to Complaint Process Length of Employment Unemployed
64.1 Intake Consumer Demographics Consumer Access to Complaint Process Property Interests Auto loan
65.1 Intake Consumer Demographics Consumer Access to Complaint Process Property Interests Checking account
66.1 Intake Consumer Demographics Consumer Access to Complaint Process Property Interests Credit card account
67.1 Intake Consumer Demographics Consumer Access to Complaint Process Property Interests Home loan
68.1 Intake Consumer Demographics Consumer Access to Complaint Process Property Interests Investment account, IRA, 401(k), pension plan or other retirement account
69.1 Intake Consumer Demographics Consumer Access to Complaint Process Property Interests Savings account, money market, CD
70.1 Intake Consumer Profile Billing Address Same as mailing address

71.1 Intake Consumer Profile Biography


72.1 Intake Consumer Profile Citizenship


73.1 Intake Consumer Profile City


74.1 Intake Consumer Profile Country Country of residence

75.1 Intake Consumer Profile Customer Name (as appears on bill)


76.1 Intake Consumer Profile Date of Birth


77.1 Intake Consumer Profile Dependency Status Information Date of Birth

78.1 Intake Consumer Profile Dependency Status Information Emancipated minor status Age of consent
79.1 Intake Consumer Profile Dependency Status Information Marital Status

80.1 Intake Consumer Profile Dependency Status Information Servicemember dependent Dependent-Child
81.1 Intake Consumer Profile Dependency Status Information Servicemember dependent Dependent-Spouse
82.1 Intake Consumer Profile Dependency Status Information Servicemember dependent Other Dependent
83.1 Intake Consumer Profile Education/Grade Level


84.1 Intake Consumer Profile Email Address


85.1 Intake Consumer Profile Employer/Organization


86.1 Intake Consumer Profile Employer/Organization


87.1 Intake Consumer Profile Facebook Profile URL


88.1 Intake Consumer Profile Fax


89.1 Intake Consumer Profile First Name


90.1 Intake Consumer Profile Last Name


91.1 Intake Consumer Profile Mailing Address


92.1 Intake Consumer Profile Marital Status


93.1 Intake Consumer Profile Middle Name


94.1 Intake Consumer Profile Mobile Phone Number


95.1 Intake Consumer Profile Phone Number


96.1 Intake Consumer Profile Physical Address


97.1 Intake Consumer Profile Servicemember Address


98.1 Intake Consumer Profile Servicemember Country


99.1 Intake Consumer Profile Servicemember Name


100.1 Intake Consumer Profile Servicemember Relocation Deployment Permanent Change of Station
101.1 Intake Consumer Profile Servicemember State


102.1 Intake Consumer Profile Servicemember Status Active Duty

103.1 Intake Consumer Profile Servicemember Status Branch Air Force
104.1 Intake Consumer Profile Servicemember Status Branch Army
105.1 Intake Consumer Profile Servicemember Status Branch Coast Guard
106.1 Intake Consumer Profile Servicemember Status Branch Marines
107.1 Intake Consumer Profile Servicemember Status Branch National Oceanic and Atmospheric Administration
108.1 Intake Consumer Profile Servicemember Status Branch Navy
109.1 Intake Consumer Profile Servicemember Status Branch Public Health Service
110.1 Intake Consumer Profile Servicemember Status National Guard

111.1 Intake Consumer Profile Servicemember Status Rank 01-03
112.1 Intake Consumer Profile Servicemember Status Rank 04-06
113.1 Intake Consumer Profile Servicemember Status Rank 07-010
114.1 Intake Consumer Profile Servicemember Status Rank E1-E4
115.1 Intake Consumer Profile Servicemember Status Rank E5-E7
116.1 Intake Consumer Profile Servicemember Status Rank E8-E9
117.1 Intake Consumer Profile Servicemember Status Rank W01-CW5
118.1 Intake Consumer Profile Servicemember Status Reserve

119.1 Intake Consumer Profile Servicemember Status Retired Date of Discharge
120.1 Intake Consumer Profile Servicemember Status Veteran Date of Discharge
121.1 Intake Consumer Profile Servicemember ZIP


122.1 Intake Consumer Profile Short Message Service (SMS Text)


123.1 Intake Consumer Profile State State of Legal Residence

124.1 Intake Consumer Profile School Name and Location Approx. 7000 colleges and universities

125.1 Intake Consumer Profile Third Party Query Activity in question happened to complainant or someone else Cosignor Identity
126.1 Intake Consumer Profile Third Party Representative Information Authorization Type Authority to access confidential financial information
127.1 Intake Consumer Profile Third Party Representative Information Authorization Type Authority to make financial decisions
128.1 Intake Consumer Profile Third Party Representative Information City

129.1 Intake Consumer Profile Third Party Representative Information Country

130.1 Intake Consumer Profile Third Party Representative Information Email address

131.1 Intake Consumer Profile Third Party Representative Information Full name

132.1 Intake Consumer Profile Third Party Representative Information Mailing address

133.1 Intake Consumer Profile Third Party Representative Information Mobile phone number

134.1 Intake Consumer Profile Third Party Representative Information Organization Name

135.1 Intake Consumer Profile Third Party Representative Information Organization Web Site URL

136.1 Intake Consumer Profile Third Party Representative Information Phone number

137.1 Intake Consumer Profile Third Party Representative Information Proof of 3d Party Authorization Letter of Interest
138.1 Intake Consumer Profile Third Party Representative Information Proof of 3d Party Authorization Other
139.1 Intake Consumer Profile Third Party Representative Information Proof of 3d Party Authorization Power of Attorney
140.1 Intake Consumer Profile Third Party Representative Information Proof of 3d Party Authorization Retainer
141.1 Intake Consumer Profile Third Party Representative Information Proof of 3d Party Authorization Translation services agreement
142.1 Intake Consumer Profile Third Party Representative Information Relationship Type Family member
143.1 Intake Consumer Profile Third Party Representative Information Relationship Type Friend
144.1 Intake Consumer Profile Third Party Representative Information Representative Type Attorney Pro Bono service
Fee paid for service
145.1 Intake Consumer Profile Third Party Representative Information Representative Type Congressional
146.1 Intake Consumer Profile Third Party Representative Information Representative Type Legal Aid
147.1 Intake Consumer Profile Third Party Representative Information Representative Type Non-Attorney Advocate Fee paid for service
148.1 Intake Consumer Profile Third Party Representative Information Representative Type Non-profit
149.1 Intake Consumer Profile Third Party Representative Information Representative Type Other
150.1 Intake Consumer Profile Third Party Representative Information Representative Type State/Local Government
151.1 Intake Consumer Profile Third Party Representative Information State

152.1 Intake Consumer Profile Third Party Representative Information Title

153.1 Intake Consumer Profile Third Party Representative Information Username

154.1 Intake Consumer Profile Third Party Representative Information Zip Code

155.1 Intake Consumer Profile Tipster Report suspicion of violation of federal consumer financial protection law

156.1 Intake Consumer Profile Title and Salutation


157.1 Intake Consumer Profile Twitter or other Social Media Profile URL


158.1 Intake Consumer Profile Type of Organization (Affiliation)


159.1 Intake Consumer Profile Username


160.1 Intake Consumer Profile Whistleblower or Tipster status Employment by subject of complaint or industry insider; suspicion of violation of federal financial consumer protection law

161.1 Intake Consumer Profile Zip Code


162.1 Intake Financial Activity Alert Alert about a financial institution, product, service or practice that I think the CFPB should look into

163.1 Intake Financial Activity Appraisal or other property valuation Appraisal fee-related issue

164.1 Intake Financial Activity Appraisal or other property valuation Appraisal inaccurate or disagree with the value provided in appraisal

165.1 Intake Financial Activity Appraisal or other property valuation Appraisal independence

166.1 Intake Financial Activity Appraisal or other property valuation Improper (or attempted improper) influencing of an appraiser or the appraisal process

167.1 Intake Financial Activity Appraisal or other property valuation Other

168.1 Intake Financial Activity Appraisal or other property valuation Removal or exclusion from an approved appraiser list or addition to a "do not use" list

169.1 Intake Financial Activity Appraisal or other property valuation Uniform Standards of Professional Appraisal Practice

170.1 Intake Financial Activity Auto and vehicle lease Inability to repay Bankruptcy
171.1 Intake Financial Activity Auto and vehicle lease Inability to repay Debt collections
172.1 Intake Financial Activity Auto and vehicle lease Inability to repay Deficiency
173.1 Intake Financial Activity Auto and vehicle lease Inability to repay Repossession
174.1 Intake Financial Activity Auto and vehicle lease Managing the lease Billing, late fees
175.1 Intake Financial Activity Auto and vehicle lease Managing the lease Credit reporting
176.1 Intake Financial Activity Auto and vehicle lease Managing the lease Damage/loss
177.1 Intake Financial Activity Auto and vehicle lease Managing the lease Insurance (gap, credit, etc.)
178.1 Intake Financial Activity Auto and vehicle lease Managing the lease Privacy
179.1 Intake Financial Activity Auto and vehicle lease Shopping for a lease Advertising/marketing
180.1 Intake Financial Activity Auto and vehicle lease Shopping for a lease Credit denial
181.1 Intake Financial Activity Auto and vehicle lease Shopping for a lease Sales tactics/pressure
182.1 Intake Financial Activity Auto and vehicle lease Shopping for a lease Telemarketing
183.1 Intake Financial Activity Auto and vehicle lease Taking out the lease Changes after closing
184.1 Intake Financial Activity Auto and vehicle lease Taking out the lease Fraud
185.1 Intake Financial Activity Auto and vehicle lease Taking out the lease High pressure tactics
186.1 Intake Financial Activity Auto and vehicle lease Taking out the lease Mid-deal changes
187.1 Intake Financial Activity Auto and vehicle lease Taking out the lease Required add-on products
188.1 Intake Financial Activity Auto and vehicle lease Taking out the lease Trade-in payoff
189.1 Intake Financial Activity Auto and vehicle loans Inability to repay Bankruptcy
190.1 Intake Financial Activity Auto and vehicle loans Inability to repay Debt collections
191.1 Intake Financial Activity Auto and vehicle loans Inability to repay Deficiency
192.1 Intake Financial Activity Auto and vehicle loans Inability to repay Repossession
193.1 Intake Financial Activity Auto and vehicle loans Managing the loan Billing, late fees
194.1 Intake Financial Activity Auto and vehicle loans Managing the loan Credit reporting
195.1 Intake Financial Activity Auto and vehicle loans Managing the loan Damage/loss
196.1 Intake Financial Activity Auto and vehicle loans Managing the loan Insurance (gap, credit, etc.)
197.1 Intake Financial Activity Auto and vehicle loans Managing the loan Privacy
198.1 Intake Financial Activity Auto and vehicle loans Shopping for a loan Advertising/marketing
199.1 Intake Financial Activity Auto and vehicle loans Shopping for a loan Credit denial
200.1 Intake Financial Activity Auto and vehicle loans Shopping for a loan Sales tactics/pressure
201.1 Intake Financial Activity Auto and vehicle loans Shopping for a loan Telemarketing
202.1 Intake Financial Activity Auto and vehicle loans Taking out the loan Changes after closing
203.1 Intake Financial Activity Auto and vehicle loans Taking out the loan Fraud
204.1 Intake Financial Activity Auto and vehicle loans Taking out the loan High pressure tactics
205.1 Intake Financial Activity Auto and vehicle loans Taking out the loan Mid-deal changes
206.1 Intake Financial Activity Auto and vehicle loans Taking out the loan Required add-on products
207.1 Intake Financial Activity Auto and vehicle loans Taking out the loan Trade-in payoff
208.1 Intake Financial Activity Auto title loan Improper repossession of auto

209.1 Intake Financial Activity Bank Account or Service Account servicing Interest calculations
210.1 Intake Financial Activity Bank Account or Service Account servicing Online access
211.1 Intake Financial Activity Bank Account or Service Account servicing Remote/mobile access
212.1 Intake Financial Activity Bank Account or Service Account servicing Statements
213.1 Intake Financial Activity Bank Account or Service Account servicing Third party services provided by bank (e.g., ID theft protection)
214.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Account access
215.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Denial
216.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Disclosure of fees
217.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Disclosure of fees and terms
218.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Interest
219.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Joint Account
220.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Marketing
221.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Opting in/out of debit/ATM overdraft protection
222.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Overdraft protection services
223.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Renewal/rollover (CDs only)
224.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Account opening/closing/management Statements
225.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Deposits and withdrawals Availability of deposits
226.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Deposits and withdrawals Check cashing
227.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Deposits and withdrawals Lost or missing funds
228.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Deposits and withdrawals Payroll deposit problems
229.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Deposits and withdrawals Transactions hold
230.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Deposits and withdrawals Unauthorized transactions
231.1 Intake Financial Activity Bank Account or Service Certificate of Deposit (CD) Deposits and withdrawals Withdrawal problems and penalties
232.1 Intake Financial Activity Bank Account or Service Check cashing without an account Account opening/closing/management Denial
233.1 Intake Financial Activity Bank Account or Service Check cashing without an account Account opening/closing/management Disclosure of fees and terms
234.1 Intake Financial Activity Bank Account or Service Check cashing without an account Account opening/closing/management Interest
235.1 Intake Financial Activity Bank Account or Service Check cashing without an account Account opening/closing/management Marketing
236.1 Intake Financial Activity Bank Account or Service Check cashing without an account Account opening/closing/management Statements
237.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Account access
238.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Closure
239.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Denial
240.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Disclosure of fees and terms
241.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Interest
242.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Joint Account
243.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Marketing
244.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Opting in/out of debit/ATM overdraft protection
245.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Overdraft protection services
246.1 Intake Financial Activity Bank Account or Service Checking accounts Account opening/closing/management Statements
247.1 Intake Financial Activity Bank Account or Service Checking accounts Deposits and withdrawals Availability of deposits
248.1 Intake Financial Activity Bank Account or Service Checking accounts Deposits and withdrawals Check cashing
249.1 Intake Financial Activity Bank Account or Service Checking accounts Deposits and withdrawals Lost or missing funds
250.1 Intake Financial Activity Bank Account or Service Checking accounts Deposits and withdrawals Payroll deposit problems
251.1 Intake Financial Activity Bank Account or Service Checking accounts Deposits and withdrawals Transactions hold
252.1 Intake Financial Activity Bank Account or Service Checking accounts Deposits and withdrawals Unauthorized transactions
253.1 Intake Financial Activity Bank Account or Service Checking accounts Deposits and withdrawals Withdrawal problems and penalties
254.1 Intake Financial Activity Bank Account or Service Making/receiving payments or sending money to others Money/wire transfers
255.1 Intake Financial Activity Bank Account or Service Making/receiving payments or sending money to others Phone or online
256.1 Intake Financial Activity Bank Account or Service Making/receiving payments or sending money to others Problems with payments by check, card
257.1 Intake Financial Activity Bank Account or Service Making/receiving payments or sending money to others Unauthorized transactions
258.1 Intake Financial Activity Bank Account or Service Money services (money order, cashier's check, money transfer, etc.) Account opening/closing/management Denial
259.1 Intake Financial Activity Bank Account or Service Money services (money order, cashier's check, money transfer, etc.) Account opening/closing/management Disclosure of fees and terms
260.1 Intake Financial Activity Bank Account or Service Money services (money order, cashier's check, money transfer, etc.) Account opening/closing/management Interest
261.1 Intake Financial Activity Bank Account or Service Money services (money order, cashier's check, money transfer, etc.) Account opening/closing/management Marketing
262.1 Intake Financial Activity Bank Account or Service Money services (money order, cashier's check, money transfer, etc.) Account opening/closing/management Statements
263.1 Intake Financial Activity Bank Account or Service Problems caused by my funds being low Bounced checks
264.1 Intake Financial Activity Bank Account or Service Problems caused by my funds being low Credit reporting
265.1 Intake Financial Activity Bank Account or Service Problems caused by my funds being low Late fees
266.1 Intake Financial Activity Bank Account or Service Problems caused by my funds being low Overdraft fees
267.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Account access
268.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Closure
269.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Denial
270.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Disclosure of fees and terms
271.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Interest
272.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Joint Account
273.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Marketing
274.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Opting in/out of debit/ATM overdraft protection
275.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Overdraft protection services
276.1 Intake Financial Activity Bank Account or Service Savings accounts Account opening/closing/management Statements
277.1 Intake Financial Activity Bank Account or Service Savings accounts Deposits and withdrawals Availability of deposits
278.1 Intake Financial Activity Bank Account or Service Savings accounts Deposits and withdrawals Check cashing
279.1 Intake Financial Activity Bank Account or Service Savings accounts Deposits and withdrawals Lost or missing funds
280.1 Intake Financial Activity Bank Account or Service Savings accounts Deposits and withdrawals Payroll deposit problems
281.1 Intake Financial Activity Bank Account or Service Savings accounts Deposits and withdrawals Transactions hold
282.1 Intake Financial Activity Bank Account or Service Savings accounts Deposits and withdrawals Unauthorized transactions
283.1 Intake Financial Activity Bank Account or Service Savings accounts Deposits and withdrawals Withdrawal problems and penalties
284.1 Intake Financial Activity Bank Account or Service Unauthorized transactions Check, debit card, ACH, ATM, wire/remittance, other
285.1 Intake Financial Activity Bank Account or Service Use of debit or ATM card ATM or debit card fees
286.1 Intake Financial Activity Bank Account or Service Use of debit or ATM card ATM problems
287.1 Intake Financial Activity Bank Account or Service Use of debit or ATM card Disputed transaction
288.1 Intake Financial Activity Bank Account or Service Use of debit or ATM card Unauthorized card use
289.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Inability to repay Bankruptcy
290.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Inability to repay Debt collections
291.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Inability to repay Deficiency
292.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Inability to repay Repossession
293.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Managing the loan Billing, late fees
294.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Managing the loan Credit reporting
295.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Managing the loan Damage/loss
296.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Managing the loan Insurance (gap, credit, etc.)
297.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Managing the loan Privacy
298.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Shopping for a loan Advertising/marketing
299.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Shopping for a loan Credit denial
300.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Shopping for a loan Sales tactics/pressure
301.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Shopping for a loan Telemarketing
302.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Taking out the loan Changes after closing
303.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Taking out the loan Fraud
304.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Taking out the loan High pressure tactics
305.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Taking out the loan Mid-deal changes
306.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Taking out the loan Required add-on products
307.1 Intake Financial Activity Bank installment loan (medical, appliance, vacation, funeral, etc.) Taking out the loan Trade-in payoff
308.1 Intake Financial Activity Comment Comment about a financial institution, product, service or practice

309.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Breach of oral agreement
310.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Default
311.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Location of transaction at issue
312.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Missing or deceptive disclosures
313.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Solicitation or Advertisement
314.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Unclear or deceptive terms of written agreement
315.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Collusion
316.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Images of financial product
317.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Inability to pay
318.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution Undue interference
319.1 Intake Financial Activity Complaint narrative Description of events and steps toward resolution generally

320.1 Intake Financial Activity Complaint narrative Descriptions of events and steps toward resolution Signing of Contract
321.1 Intake Financial Activity Correspondence with company


322.1 Intake Financial Activity Correspondence with merchant


323.1 Intake Financial Activity Correspondence with vendor/service provider


324.1 Intake Financial Activity Credit information Background/Employment Screening Did not consent to report being pulled
325.1 Intake Financial Activity Credit information Background/Employment Screening Not given notice that report would be obtained
326.1 Intake Financial Activity Credit information Credit report Adverse notice/risk based pricing
327.1 Intake Financial Activity Credit information Credit report Could not obtain free credit report
328.1 Intake Financial Activity Credit information Credit report Fails to provide credit score information
329.1 Intake Financial Activity Credit information Credit report Fraud alert failure
330.1 Intake Financial Activity Credit information Credit report Improperly shared credit report with others
331.1 Intake Financial Activity Credit information Credit report Inadequate phone help
332.1 Intake Financial Activity Credit information Credit report Prescreening/marketing
333.1 Intake Financial Activity Credit information Credit report Refuses request for file disclosure (improper ID)
334.1 Intake Financial Activity Credit information Credit report accuracy disputes Deleted information reinserted
335.1 Intake Financial Activity Credit information Credit report accuracy disputes Improper/incomplete credit file disclosure
336.1 Intake Financial Activity Credit information Credit report accuracy disputes Improperly conducts reinvestigation
337.1 Intake Financial Activity Credit information Credit report accuracy disputes Inaccurate info on credit report
338.1 Intake Financial Activity Credit information Credit report accuracy disputes Inaccurate public records
339.1 Intake Financial Activity Credit information Credit report accuracy disputes Investigation not timely
340.1 Intake Financial Activity Credit information Credit report accuracy disputes Outdated information on credit report
341.1 Intake Financial Activity Credit information Credit report accuracy disputes Previous dispute with credit bureaus, inadequate response
342.1 Intake Financial Activity Credit information Credit report accuracy disputes Same item appears multiple times
343.1 Intake Financial Activity Credit information Credit score Inaccurate credit score
344.1 Intake Financial Activity Credit information Credit score Incorrect public record information provided to employer
345.1 Intake Financial Activity Credit information Credit score Issue with score in adverse action notice
346.1 Intake Financial Activity Credit information Credit score Issue with score in risk based pricing notice
347.1 Intake Financial Activity Credit information Credit score No credit score
348.1 Intake Financial Activity Credit information Credit score Problem with marketing/advertising of score
349.1 Intake Financial Activity Credit information Credit score Single record shows up multiple times in report provided to employer
350.1 Intake Financial Activity Credit information Credit score Was not provided copy of report before adverse action taken
351.1 Intake Financial Activity Credit information Credit/identity monitoring Account terms and changes
352.1 Intake Financial Activity Credit information Credit/identity monitoring Billing dispute
353.1 Intake Financial Activity Credit information Credit/identity monitoring Closing/cancelling account
354.1 Intake Financial Activity Credit information Credit/identity monitoring Insurance
355.1 Intake Financial Activity Credit information Credit/identity monitoring Market advertising
356.1 Intake Financial Activity Credit information Creditor/collector/bank issue related to info or scores Did not fix incorrect information supplied to CRA after consumer disputed accuracy
357.1 Intake Financial Activity Credit information Creditor/collector/bank issue related to info or scores Problem with adverse action notice
358.1 Intake Financial Activity Credit information Creditor/collector/bank issue related to info or scores Problem with risk-based pricing notice
359.1 Intake Financial Activity Credit information Creditor/collector/bank issue related to info or scores Reported incorrect information to CRA
360.1 Intake Financial Activity Credit information Inability to repay Deficiency
361.1 Intake Financial Activity Credit information Inability to repay Identity theft
362.1 Intake Financial Activity Credit information Inability to repay Security freeze issue
363.1 Intake Financial Activity Credit information Insurance Did not fix incorrect information supplied to CRA after consumer disputed accuracy
364.1 Intake Financial Activity Credit information Insurance Insurance company did not provide risk-based pricing notice or defective notice
365.1 Intake Financial Activity Credit information Insurance Prescreened insurance offer
366.1 Intake Financial Activity Credit information Insurance Reported incorrect information to CRA
367.1 Intake Financial Activity Credit Products Auto/vehicle loan

368.1 Intake Financial Activity Credit Products Auto/vehicle title loan

369.1 Intake Financial Activity Credit Products Credit card Advertising/marketing
370.1 Intake Financial Activity Credit Products Credit card Application processing delay
371.1 Intake Financial Activity Credit Products Credit card APR or interest rate
372.1 Intake Financial Activity Credit Products Credit card Arbitration
373.1 Intake Financial Activity Credit Products Credit card Balance transfer
374.1 Intake Financial Activity Credit Products Credit card Balance transfer fee
375.1 Intake Financial Activity Credit Products Credit card Bankruptcy
376.1 Intake Financial Activity Credit Products Credit card Billing disputes
377.1 Intake Financial Activity Credit Products Credit card Billing statement
378.1 Intake Financial Activity Credit Products Credit card Cash advance
379.1 Intake Financial Activity Credit Products Credit card Cash advance fee
380.1 Intake Financial Activity Credit Products Credit card Closing/cancelling account
381.1 Intake Financial Activity Credit Products Credit card Collection practices
382.1 Intake Financial Activity Credit Products Credit card Credit card payment/debt protection
383.1 Intake Financial Activity Credit Products Credit card Credit determination
384.1 Intake Financial Activity Credit Products Credit card Credit line increase/decrease
385.1 Intake Financial Activity Credit Products Credit card Credit reporting
386.1 Intake Financial Activity Credit Products Credit card Customer service/customer relations
387.1 Intake Financial Activity Credit Products Credit card Delinquent account
388.1 Intake Financial Activity Credit Products Credit card Forbearance/workout plans
389.1 Intake Financial Activity Credit Products Credit card Identity theft/fraud/embezzlement
390.1 Intake Financial Activity Credit Products Credit card Late fees
391.1 Intake Financial Activity Credit Products Credit card Other fee
392.1 Intake Financial Activity Credit Products Credit card Overlimit fee
393.1 Intake Financial Activity Credit Products Credit card Payoff process
394.1 Intake Financial Activity Credit Products Credit card Privacy
395.1 Intake Financial Activity Credit Products Payday loan

396.1 Intake Financial Activity Credit Products Tax refund anticipation loan or product

397.1 Intake Financial Activity Credit Products and Consumer Loans Auto Title Loan

398.1 Intake Financial Activity Credit Products and Consumer Loans Non-vehicle installment loan
(appliance, boat, etc.)


399.1 Intake Financial Activity Credit Products and Consumer Loans Pawn Loan

400.1 Intake Financial Activity Credit Products and Consumer Loans Personal (Unsecured) Installment Loan

401.1 Intake Financial Activity Credit Products and Consumer Loans Tax Refund Loan or Product

402.1 Intake Financial Activity Credit Products and Consumer Loans Vehicle installment loan

403.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Abusive communication or tactics Threaten legal action
404.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Debt has been repaid or collector is seeking the wrong amount
405.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Disclosure of debt to others
406.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Failure to disclose information
407.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys False or misleading representations
408.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Improper communications, esp. 3d party Frequent calls, failure to honor "do not contact" request, called outside 8a-9p
Contact with service member commanding officer
409.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Reported false or disputed information to a credit reporting company
410.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Trying to collect from wrong consumer
411.1 Intake Financial Activity Debt collections Financial institutions/agencies/attorneys Unfair practices
412.1 Intake Financial Activity Debt collections Name of collector

413.1 Intake Financial Activity Debt collections Telephone contact Company address provided for bill payment or dispute
414.1 Intake Financial Activity Debt collections Telephone contact Current creditor Case/file/reference number
415.1 Intake Financial Activity Debt collections Telephone contact Current creditor Social security number
416.1 Intake Financial Activity Debt collections Telephone contact Date and time of call
417.1 Intake Financial Activity Debt collections Telephone contact Dollar amount/balance attempted to be collected
418.1 Intake Financial Activity Debt collections Telephone contact Original creditor (if known)
419.1 Intake Financial Activity Debt collections Telephone contact Outbound or inbound call
420.1 Intake Financial Activity Debt collections Telephone contact Phone number that company called from
421.1 Intake Financial Activity Debt collections Telephone contact Written correspondence after call
422.1 Intake Financial Activity Debt collections Telephone contact Written correspondence before call
423.1 Intake Financial Activity Debt collections Written correspondence Case/file/reference number
424.1 Intake Financial Activity Debt collections Written correspondence Company name
425.1 Intake Financial Activity Debt collections Written correspondence Dollar amount of debt/balance attempted to be collected
426.1 Intake Financial Activity Debt collections Written correspondence Payment address
427.1 Intake Financial Activity Debt collections Written correspondence Phone number
428.1 Intake Financial Activity Debt collections Written correspondence Social security number
429.1 Intake Financial Activity Debt relief Credit counseling agency, debt settlement or restructuring company Disclosure
430.1 Intake Financial Activity Debt relief Credit counseling agency, debt settlement or restructuring company Fees
431.1 Intake Financial Activity Debt relief Credit counseling agency, debt settlement or restructuring company Servicing/contact with company
432.1 Intake Financial Activity Debt relief Credit counseling agency, debt settlement or restructuring company Settlement
433.1 Intake Financial Activity Debt relief Credit counseling agency, debt settlement or restructuring company Solicitation by company
434.1 Intake Financial Activity Debt relief Sent payment but never heard back from company

435.1 Intake Financial Activity Deposit products Certificate of Deposit (CD)

436.1 Intake Financial Activity Deposit products Checking accounts

437.1 Intake Financial Activity Deposit products Deposit insurance

438.1 Intake Financial Activity Deposit products Money market account

439.1 Intake Financial Activity Deposit products Other

440.1 Intake Financial Activity Deposit products Savings accounts

441.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description Age
442.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description Exercise of rights under Consumer Credit Protection Act
443.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description Marital Status
444.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description National origin
445.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description Race or Color
446.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description Receipt of Public Assistance
447.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description Religion
448.1 Intake Financial Activity Discrimination Basis of alleged discrimination and related description Sex
449.1 Intake Financial Activity Discrimination Consumer belief that issue involves discrimination

450.1 Intake Financial Activity Feedback


451.1 Intake Financial Activity Financial advisory service Credit counseling

452.1 Intake Financial Activity Financial advisory service Debt management/settlement

453.1 Intake Financial Activity Financial advisory service Financial planner

454.1 Intake Financial Activity Financial advisory service Investment advice

455.1 Intake Financial Activity Financial advisory service Other

456.1 Intake Financial Activity Fraud or Security Incident


457.1 Intake Financial Activity Identity Theft


458.1 Intake Financial Activity Inquiry Question or comment

459.1 Intake Financial Activity Interstate Land Sales FD Act Other (specify)

460.1 Intake Financial Activity Interstate Land Sales FD Act Settlement service

461.1 Intake Financial Activity Interstate Land Sales FD Act Subdivision/Condo development

462.1 Intake Financial Activity Methods of Payment ACH transfer

463.1 Intake Financial Activity Methods of Payment ATM/Debit card

464.1 Intake Financial Activity Methods of Payment Check cashing

465.1 Intake Financial Activity Methods of Payment Checks

466.1 Intake Financial Activity Methods of Payment Currency exchange

467.1 Intake Financial Activity Methods of Payment Gift card

468.1 Intake Financial Activity Methods of Payment Money order

469.1 Intake Financial Activity Methods of Payment Money transmission or remittance

470.1 Intake Financial Activity Methods of Payment Other

471.1 Intake Financial Activity Methods of Payment Prepaid card/stored value card

472.1 Intake Financial Activity Money services, in general Account relationship with provider/seller/authorized agent

473.1 Intake Financial Activity Money services, in general Advertising or marketing

474.1 Intake Financial Activity Money services, in general Amount received

475.1 Intake Financial Activity Money services, in general Cancellation procedures

476.1 Intake Financial Activity Money services, in general Channel used to send funds In person
477.1 Intake Financial Activity Money services, in general Channel used to send funds Kiosk
478.1 Intake Financial Activity Money services, in general Channel used to send funds Mobile phone application
479.1 Intake Financial Activity Money services, in general Channel used to send funds Online
480.1 Intake Financial Activity Money services, in general Channel used to send funds Other
481.1 Intake Financial Activity Money services, in general Channel used to send funds Telephone
482.1 Intake Financial Activity Money services, in general Channel used to send funds Text message
483.1 Intake Financial Activity Money services, in general Delay in cashing

484.1 Intake Financial Activity Money services, in general Delivery error: time delivery or amount delivered

485.1 Intake Financial Activity Money services, in general Error resolution procedures

486.1 Intake Financial Activity Money services, in general Exchange rate

487.1 Intake Financial Activity Money services, in general Fees or taxes paid

488.1 Intake Financial Activity Money services, in general Fraud

489.1 Intake Financial Activity Money services, in general Lost or delayed funds

490.1 Intake Financial Activity Money services, in general Lost, damaged or stolen checks or money order

491.1 Intake Financial Activity Money services, in general Name of Issuer Merchants Express
492.1 Intake Financial Activity Money services, in general Name of Issuer MoneyGram
493.1 Intake Financial Activity Money services, in general Name of Issuer US Postal Service
494.1 Intake Financial Activity Money services, in general Name of Issuer Western Union
495.1 Intake Financial Activity Money services, in general Other

496.1 Intake Financial Activity Money services, in general Overpayment or unauthorized transaction

497.1 Intake Financial Activity Money services, in general Payment device used ATM/Debit card
498.1 Intake Financial Activity Money services, in general Payment device used Bank/CU account
499.1 Intake Financial Activity Money services, in general Payment device used Cash
500.1 Intake Financial Activity Money services, in general Payment device used Credit card
501.1 Intake Financial Activity Money services, in general Payment device used Other
502.1 Intake Financial Activity Money services, in general Prior complaint filing with money service provider Date of complaint
503.1 Intake Financial Activity Money services, in general Prior complaint filing with money service provider Reference number
504.1 Intake Financial Activity Money services, in general Promised date of transaction/availability

505.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent address

506.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent location Online access
507.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent location Pickup/Receive location
508.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent location Storefront
509.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent name Bank
510.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent name Broker-dealer
511.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent name Credit union
512.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent name Money transmitter
513.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent name Other
514.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent name Retailer
515.1 Intake Financial Activity Money services, in general Provider/seller/authorized agent name Thrift
516.1 Intake Financial Activity Money services, in general Transaction amount

517.1 Intake Financial Activity Money services, in general Transaction date Time for Foreign currency transaction
518.1 Intake Financial Activity Money services, in general Transfer identification/transaction number/money order number/traveler check serial number

519.1 Intake Financial Activity Money services, in general Type of institution Bank or credit union
520.1 Intake Financial Activity Money services, in general Type of institution Broker-dealer or other investment company
521.1 Intake Financial Activity Money services, in general Type of institution Retailer, check-casher, other storefront or online company
522.1 Intake Financial Activity Money services, in general Type of product Check cashing
523.1 Intake Financial Activity Money services, in general Type of product Domestic money transfer or bill pay
524.1 Intake Financial Activity Money services, in general Type of product Foreign exchange
525.1 Intake Financial Activity Money services, in general Type of product International money transfer and bill pay
526.1 Intake Financial Activity Money services, in general Type of product Money orders
527.1 Intake Financial Activity Money services, in general Type of product Travelers checks
528.1 Intake Financial Activity Money services, in general Type of service By or cash a check, money order, traveler's check or similar payment instrument
529.1 Intake Financial Activity Money services, in general Type of service Exchange currency
530.1 Intake Financial Activity Money services, in general Type of service Receive a money transfer from someone in US
531.1 Intake Financial Activity Money services, in general Type of service Receive money transfer from someone in another country
532.1 Intake Financial Activity Money services, in general Type of service Transfer money to someone or pay a bill in the US
533.1 Intake Financial Activity Money services, in general Type of service Transfer money to someone or pay bill in another country
534.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Applying for the loan Application
535.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Applying for the loan Mortgage broker
536.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Applying for the loan Originator
537.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Making payments Escrow accounts
538.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Making payments Loan servicing
539.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Making payments Payments
540.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Problems when you are unable to pay Collection
541.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Problems when you are unable to pay Foreclosure
542.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Problems when you are unable to pay Loan modification
543.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Receiving a credit offer Credit decision
544.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Receiving a credit offer Underwriting
545.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Signing the agreement Costs
546.1 Intake Financial Activity Mortgage Conventional adjustable mortgage (ARM) Signing the agreement Settlement process
547.1 Intake Financial Activity Mortgage Conventional fixed mortgage Applying for the loan Application
548.1 Intake Financial Activity Mortgage Conventional fixed mortgage Applying for the loan Mortgage broker
549.1 Intake Financial Activity Mortgage Conventional fixed mortgage Applying for the loan Originator
550.1 Intake Financial Activity Mortgage Conventional fixed mortgage Making payments Escrow accounts
551.1 Intake Financial Activity Mortgage Conventional fixed mortgage Making payments Loan servicing
552.1 Intake Financial Activity Mortgage Conventional fixed mortgage Making payments Payments
553.1 Intake Financial Activity Mortgage Conventional fixed mortgage Problems when you are unable to pay Collection
554.1 Intake Financial Activity Mortgage Conventional fixed mortgage Problems when you are unable to pay Foreclosure
555.1 Intake Financial Activity Mortgage Conventional fixed mortgage Problems when you are unable to pay Loan modification
556.1 Intake Financial Activity Mortgage Conventional fixed mortgage Receiving a credit offer Credit decision
557.1 Intake Financial Activity Mortgage Conventional fixed mortgage Receiving a credit offer Underwriting
558.1 Intake Financial Activity Mortgage Conventional fixed mortgage Signing the agreement Costs
559.1 Intake Financial Activity Mortgage Conventional fixed mortgage Signing the agreement Settlement process
560.1 Intake Financial Activity Mortgage FHA mortgage Applying for the loan Application
561.1 Intake Financial Activity Mortgage FHA mortgage Applying for the loan Mortgage broker
562.1 Intake Financial Activity Mortgage FHA mortgage Applying for the loan Originator
563.1 Intake Financial Activity Mortgage FHA mortgage Making payments Escrow accounts
564.1 Intake Financial Activity Mortgage FHA mortgage Making payments Loan servicing
565.1 Intake Financial Activity Mortgage FHA mortgage Making payments Payments
566.1 Intake Financial Activity Mortgage FHA mortgage Problems when you are unable to pay Collection
567.1 Intake Financial Activity Mortgage FHA mortgage Problems when you are unable to pay Foreclosure
568.1 Intake Financial Activity Mortgage FHA mortgage Problems when you are unable to pay Loan modification
569.1 Intake Financial Activity Mortgage FHA mortgage Receiving a credit offer Credit decision
570.1 Intake Financial Activity Mortgage FHA mortgage Receiving a credit offer Underwriting
571.1 Intake Financial Activity Mortgage FHA mortgage Signing the agreement Costs
572.1 Intake Financial Activity Mortgage FHA mortgage Signing the agreement Settlement process
573.1 Intake Financial Activity Mortgage Home equity loan/line of credit Applying for the loan Application
574.1 Intake Financial Activity Mortgage Home equity loan/line of credit Applying for the loan Mortgage broker
575.1 Intake Financial Activity Mortgage Home equity loan/line of credit Applying for the loan Originator
576.1 Intake Financial Activity Mortgage Home equity loan/line of credit Making payments Escrow accounts
577.1 Intake Financial Activity Mortgage Home equity loan/line of credit Making payments Loan servicing
578.1 Intake Financial Activity Mortgage Home equity loan/line of credit Making payments Payments
579.1 Intake Financial Activity Mortgage Home equity loan/line of credit Problems when you are unable to pay Collection
580.1 Intake Financial Activity Mortgage Home equity loan/line of credit Problems when you are unable to pay Foreclosure
581.1 Intake Financial Activity Mortgage Home equity loan/line of credit Problems when you are unable to pay Loan modification
582.1 Intake Financial Activity Mortgage Home equity loan/line of credit Receiving a credit offer Credit decision
583.1 Intake Financial Activity Mortgage Home equity loan/line of credit Receiving a credit offer Underwriting
584.1 Intake Financial Activity Mortgage Home equity loan/line of credit Signing the agreement Costs
585.1 Intake Financial Activity Mortgage Home equity loan/line of credit Signing the agreement Settlement process
586.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Applying for the loan Application
587.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Applying for the loan Mortgage broker
588.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Applying for the loan Originator
589.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Making payments Escrow accounts
590.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Making payments Loan servicing
591.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Making payments Payments
592.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Problems when you are unable to pay Collection
593.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Problems when you are unable to pay Foreclosure
594.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Problems when you are unable to pay Loan modification
595.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Receiving a credit offer Credit decision
596.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Receiving a credit offer Underwriting
597.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Signing the agreement Costs
598.1 Intake Financial Activity Mortgage Other mortgage/refinance/second Signing the agreement Settlement process
599.1 Intake Financial Activity Mortgage Reverse mortgage Applying for the loan Application
600.1 Intake Financial Activity Mortgage Reverse mortgage Applying for the loan Mortgage broker
601.1 Intake Financial Activity Mortgage Reverse mortgage Applying for the loan Originator
602.1 Intake Financial Activity Mortgage Reverse mortgage Making payments Escrow accounts
603.1 Intake Financial Activity Mortgage Reverse mortgage Making payments Loan servicing
604.1 Intake Financial Activity Mortgage Reverse mortgage Making payments Payments
605.1 Intake Financial Activity Mortgage Reverse mortgage Problems when you are unable to pay Collection
606.1 Intake Financial Activity Mortgage Reverse mortgage Problems when you are unable to pay Foreclosure
607.1 Intake Financial Activity Mortgage Reverse mortgage Problems when you are unable to pay Loan modification
608.1 Intake Financial Activity Mortgage Reverse mortgage Receiving a credit offer Credit decision
609.1 Intake Financial Activity Mortgage Reverse mortgage Receiving a credit offer Underwriting
610.1 Intake Financial Activity Mortgage Reverse mortgage Signing the agreement Costs
611.1 Intake Financial Activity Mortgage Reverse mortgage Signing the agreement Settlement process
612.1 Intake Financial Activity Mortgage VA mortgage Applying for the loan Application
613.1 Intake Financial Activity Mortgage VA mortgage Applying for the loan Mortgage broker
614.1 Intake Financial Activity Mortgage VA mortgage Applying for the loan Originator
615.1 Intake Financial Activity Mortgage VA mortgage Making payments Escrow accounts
616.1 Intake Financial Activity Mortgage VA mortgage Making payments Loan servicing
617.1 Intake Financial Activity Mortgage VA mortgage Making payments Payments
618.1 Intake Financial Activity Mortgage VA mortgage Problems when you are unable to pay Collection
619.1 Intake Financial Activity Mortgage VA mortgage Problems when you are unable to pay Foreclosure
620.1 Intake Financial Activity Mortgage VA mortgage Problems when you are unable to pay Loan modification
621.1 Intake Financial Activity Mortgage VA mortgage Receiving a credit offer Credit decision
622.1 Intake Financial Activity Mortgage VA mortgage Receiving a credit offer Underwriting
623.1 Intake Financial Activity Mortgage VA mortgage Signing the agreement Costs
624.1 Intake Financial Activity Mortgage VA mortgage Signing the agreement Settlement process
625.1 Intake Financial Activity Mortgage and related information Condominium or HOA Fees

626.1 Intake Financial Activity Mortgage and related information Homeowner's Insurance

627.1 Intake Financial Activity Mortgage and related information Property Taxes

628.1 Intake Financial Activity Non-bank money services Check cashing and related services Check cashing, cashing of traveler's checks, money order, other
629.1 Intake Financial Activity Non-bank money services Direct deposit products Prepaid cards, direct deposit accounts, other
630.1 Intake Financial Activity Non-bank money services Money transfers or bill payments Domestic money transfers or bill payments
631.1 Intake Financial Activity Non-bank money services Money transfers or bill payments International money transfers or bill payments
632.1 Intake Financial Activity Non-bank money services Purchase and use of payment instruments Currency, drafts, other
633.1 Intake Financial Activity Non-bank money services Purchase and use of payment instruments Money orders, prepaid cards, traveler's checks
634.1 Intake Financial Activity Other consumer loans Personal line of credit Shopping for a credit line Credit denial
635.1 Intake Financial Activity Other consumer loans Personal line of credit Shopping for a credit line Misleading marketing and sales tactics
636.1 Intake Financial Activity Other property identifiers Account contact information

637.1 Intake Financial Activity Other property identifiers Account number

638.1 Intake Financial Activity Other property identifiers Credit card number

639.1 Intake Financial Activity Other property identifiers Customer or client number

640.1 Intake Financial Activity Other property identifiers Image of certificate of interest

641.1 Intake Financial Activity Other property identifiers Image of prepaid card or other instrument

642.1 Intake Financial Activity Other property identifiers Individual taxpayer id number

643.1 Intake Financial Activity Other property identifiers Loan number

644.1 Intake Financial Activity Other property identifiers Mortgage loan number

645.1 Intake Financial Activity Other property identifiers Policy number

646.1 Intake Financial Activity Other property identifiers Social security number

647.1 Intake Financial Activity Payday lending Deposit advance or payday lending

648.1 Intake Financial Activity Payday lending Fraudulent transaction/not owed

649.1 Intake Financial Activity Payday lending Improper debt collection

650.1 Intake Financial Activity Payday lending Improper disclosures

651.1 Intake Financial Activity Payday lending Improper withdrawal from bank account

652.1 Intake Financial Activity Payday lending Loan or service

653.1 Intake Financial Activity Payday lending Not able to repay

654.1 Intake Financial Activity Payday lending Online or internet loan Employee/Agent contact
655.1 Intake Financial Activity Payday lending Overpayment

656.1 Intake Financial Activity Payday lending Paid too much in fees

657.1 Intake Financial Activity Payday lending Payment improperly allocated between principal and interest

658.1 Intake Financial Activity Payday lending State of residence

659.1 Intake Financial Activity Payday lending State where transaction executed

660.1 Intake Financial Activity Payday lending Storefront lender Address
661.1 Intake Financial Activity Payday lending Unlicensed lender

662.1 Intake Financial Activity Payday lending Violation of state law

663.1 Intake Financial Activity Prepaid Cards Access to account balance and information

664.1 Intake Financial Activity Prepaid Cards Access to funds

665.1 Intake Financial Activity Prepaid Cards Adding money (or reloading)

666.1 Intake Financial Activity Prepaid Cards ATM withdrawal

667.1 Intake Financial Activity Prepaid Cards Bill payment

668.1 Intake Financial Activity Prepaid Cards Card name

669.1 Intake Financial Activity Prepaid Cards Card number

670.1 Intake Financial Activity Prepaid Cards Customer service phone number Back of card reference
671.1 Intake Financial Activity Prepaid Cards Employer's name Payroll card
672.1 Intake Financial Activity Prepaid Cards Enrollment/purchase fees

673.1 Intake Financial Activity Prepaid Cards Fee disclosure

674.1 Intake Financial Activity Prepaid Cards Issuing bank's name Back of card reference
675.1 Intake Financial Activity Prepaid Cards Linkage to payday loan

676.1 Intake Financial Activity Prepaid Cards Logo Payment network, American Express, Discover, MasterCard or Visa
677.1 Intake Financial Activity Prepaid Cards Lost or stolen card

678.1 Intake Financial Activity Prepaid Cards Monthly maintenance fees

679.1 Intake Financial Activity Prepaid Cards Other fees Paper statements, declined transactions, inactivity, account closing, and replacement card
680.1 Intake Financial Activity Prepaid Cards Overdraft fees

681.1 Intake Financial Activity Prepaid Cards Reloadable (Open Loop)

682.1 Intake Financial Activity Prepaid Cards Swipe fee

683.1 Intake Financial Activity Prepaid Cards Type of card Campus
684.1 Intake Financial Activity Prepaid Cards Type of card General purpose
685.1 Intake Financial Activity Prepaid Cards Type of card Gift
686.1 Intake Financial Activity Prepaid Cards Type of card Government benefits
687.1 Intake Financial Activity Prepaid Cards Type of card Payroll
688.1 Intake Financial Activity Prepaid Cards Type of card Transit
689.1 Intake Financial Activity Prepaid Cards Unauthorized transactions or transfers

690.1 Intake Financial Activity Prepaid Cards Website Back of card reference
691.1 Intake Financial Activity Prepaid Cards When and where card obtained

692.1 Intake Financial Activity Related Consumer Action Contacted another government agency

693.1 Intake Financial Activity Related Consumer Action Contacted CFPB

694.1 Intake Financial Activity Related Consumer Action Contacted company

695.1 Intake Financial Activity Related Consumer Action Description of prior attempt at resolution

696.1 Intake Financial Activity Related Consumer Action Filed a legal action

697.1 Intake Financial Activity Related Consumer Action Hired an attorney

698.1 Intake Financial Activity Report of Loss Estimate of dollar value of loss

699.1 Intake Financial Activity Resolution Desired resolution description

700.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Getting a loan Confusing terms
701.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Getting a loan Credit denial
702.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Getting a loan Disbursement problems
703.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Getting a loan For profit college
704.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Getting a loan Misleading marketing and sales tactics
705.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Getting a loan Rates and fees
706.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Bankruptcy
707.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Collection
708.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Default
709.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay For profit college
710.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Income based repayment
711.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Interest rate reduction
712.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Loan forgiveness
713.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Rehabilitation/workout
714.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Inability to repay Repayment term extension
715.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Billing
716.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Collections from co-signer
717.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Credit reporting
718.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Deferment/forbearance
719.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan For profit college
720.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Fraud
721.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Income based repayment
722.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Loan amount increase
723.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Repayment fees
724.1 Intake Financial Activity Student Loans Federal (e.g., Perkins, Stafford, Direct, Consolidated, PLUS) Paying a loan Servicer problems
725.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan Confusing terms
726.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan Co-signer issue
727.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan Credit denial
728.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan Disbursement problems
729.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan For profit college
730.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan Institutional Loan
731.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan Misleading marketing and sales tactics
732.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Getting a loan Rates and fees
733.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Bankruptcy
734.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Collection
735.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Default
736.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay For profit college
737.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Income based repayment
738.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Interest rate reduction
739.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Loan forgiveness
740.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Rehabilitation/workout
741.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Inability to repay Repayment term extension
742.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Billing
743.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Collections from co-signer
744.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Co-signer issue
745.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Credit reporting
746.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Deferment/forbearance
747.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan For profit college
748.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Fraud
749.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Income based repayment
750.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Loan amount increase
751.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Repayment fees
752.1 Intake Financial Activity Student Loans Non-federal (e.g., private, alternative, other student loan) Paying a loan Servicer problems
753.1 Intake Financial Activity Supportive documents (upload) Bank or other account Statements

754.1 Intake Financial Activity Supportive documents (upload) Contract, agreement, or application

755.1 Intake Financial Activity Supportive documents (upload) Correspondence

756.1 Intake Financial Activity Supportive documents (upload) Other

757.1 Intake Financial Activity Supportive documents (upload) Proof of mailing or delivery

758.1 Intake Financial Activity Tangible property Description Residential 1 to 4 Family
759.1 Intake Financial Activity Tangible property Images

760.1 Intake Financial Activity Tangible property Physical location

761.1 Intake Financial Activity Time of event Date

762.1 Intake Financial Activity Use of Consumer Financial Services Consumer leasing

763.1 Intake Financial Activity Use of Consumer Financial Services Individual retirement account (IRA)

764.1 Intake Financial Activity Use of Consumer Financial Services Pawned an item

765.1 Intake Financial Activity Use of Consumer Financial Services Safe deposit box

766.1 Intake Financial Activity Use of Consumer Financial Services Used prepaid debit card

767.1 Intake Financial Activity Other property identifiers Image of contract

768.1 Intake Other Identity Theft


769.1 Intake Other Individual Retirement Account (IRA)


770.1 Intake Other Pawn Broker


771.1 Intake Other Safe Deposit Box


772.1 Intake Other Emerging Financial Activity in Consumer Market


773.1 Intake Preferences Access to confidential financial information Authorization or Agreement

774.1 Intake Preferences Consumer Communication Email

775.1 Intake Preferences Consumer Communication Mail

776.1 Intake Preferences Consumer Communication Phone

777.1 Intake Preferences Consumer Communication SMS

778.1 Intake Preferences Emergency Alert or Notification (e.g., identity theft) Email

779.1 Intake Preferences Emergency Alert or Notification (e.g., identity theft) Mail

780.1 Intake Preferences Emergency Alert or Notification (e.g., identity theft) Phone

781.1 Intake Preferences Emergency Alert or Notification (e.g., identity theft) SMS

782.1 Intake Preferences Interview Release Authorization or Agreement

783.1 Intake Preferences Public Database Opt out or Opt in

784.1 Intake Preferences Third Party or Media Publication Release Authorization or Agreement

785.1 Intake Preferences Time to Contact Morning, Early Afternoon, Late Afternoon

786.1 Intake Property Development Settlement Service


787.1 Intake Property Development Subdivision and Condo Development


788.1 Intake Subject Profile Business Mailing Address


789.1 Intake Subject Profile City or County


790.1 Intake Subject Profile City/state of school


791.1 Intake Subject Profile Company Name


792.1 Intake Subject Profile Contact Email


793.1 Intake Subject Profile Public Response to Public Database Entry Opt out or Opt in

794.1 Intake Subject Profile Doing business as name or fictitious name


795.1 Intake Subject Profile Employee/Agent Information Employee Email

796.1 Intake Subject Profile Employee/Agent Information Employee ID

797.1 Intake Subject Profile Employee/Agent Information Employee Name (First, Last, MI)

798.1 Intake Subject Profile Employee/Agent Information Employee Phone Number

799.1 Intake Subject Profile Employee/Agent Information Physical location

800.1 Intake Subject Profile Fax


801.1 Intake Subject Profile Images of financial product


802.1 Intake Subject Profile Merchant Name


803.1 Intake Subject Profile Mortgage Servicer


804.1 Intake Subject Profile Name of school


805.1 Intake Subject Profile Organizational Biography


806.1 Intake Subject Profile Organizational Website URL


807.1 Intake Subject Profile Phone Number


808.1 Intake Subject Profile Physical Office Address Non-US office address

809.1 Intake Subject Profile Registration


810.1 Intake Subject Profile State


811.1 Intake Subject Profile Type of Service Provider


812.1 Intake Subject Profile Username


813.1 Intake Subject Profile Vendor/Service Provider Name


814.1 Intake Subject Profile Zip Code


815.1 Intake Third Party Status Receipt of Payment - Fee for Service


816.1 Intake Third Party Status Proof of Authorization to Represent Consumer


817.1 Intake Third Party Status Type of Agent for the Consumer



Sheet 2: Feedback

GENERIC CLEARANCE INVENTORY
ID Number Category Sub-Category Service, Product, or Field Issues Sub-Issues Related Issues
1.2 Feedback All Stakeholders All CFPB Offerings Overall Satisfaction Anticipating Customers Needs
2.2 Feedback All Stakeholders All CFPB Offerings Transparency Perception that CFPB's processes are transparent
3.2 Feedback All Stakeholders All CFPB Offerings Transparency Perception that sufficient information is provided on the status of complaint
4.2 Feedback All Stakeholders Complaint Intake Form Overall Satisfaction All elements
Specific elements

5.2 Feedback Consumer CFPB Branding Understanding of the term "CFPB" and what it represents

6.2 Feedback Consumer CFPB Consumer Communication, generally Learning Intended application of learning Changes in consumer decision-making involving money
7.2 Feedback Consumer CFPB Consumer Communication, generally Overall Satisfaction Commitment to resolve complaints with the authority of CFPB
8.2 Feedback Consumer CFPB Consumer Communication, generally Overall Satisfaction Perceived empowerment to optimize CFPB services
9.2 Feedback Consumer CFPB Consumer Communication, generally Overall Satisfaction Perceived expectations
10.2 Feedback Consumer CFPB Consumer Communication, generally Referral to Another Agency Consumer satisfaction
11.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Ease of navigation/finding information
12.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Recommended improvements Recommended product or service offerings
13.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Timeliness of delivery
14.2 Feedback Consumer CFPB Consumer Communication, generally Accessibility Availability and format of product or service
15.2 Feedback Consumer CFPB Consumer Communication, generally Accessibility Quality of visuals/graphics or readability Vision, hearing, speech impaired users
16.2 Feedback Consumer CFPB Consumer Communication, generally Clarity of instructions

17.2 Feedback Consumer CFPB Consumer Communication, generally Knowledge base Relevance, thoroughness, clarity
18.2 Feedback Consumer CFPB Consumer Communication, generally Learning Description of what consumer learned
19.2 Feedback Consumer CFPB Consumer Communication, generally Learning Inquiry response Relevance, thoroughness, clarity
20.2 Feedback Consumer CFPB Consumer Communication, generally Learning Level of understanding after using product or service FAQ helpfulness
21.2 Feedback Consumer CFPB Consumer Communication, generally Overall Satisfaction Meeting of expectations Recommended product or service improvements
22.2 Feedback Consumer CFPB Consumer Communication, generally Referral to Company Consumer satisfaction
23.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Clarity of Information Clarity of "next steps" communications
24.2 Feedback Consumer CFPB Recognition Personal knowledge of authority, Role and Responsibilities

25.2 Feedback Consumer Consumer Experience Satisfaction with case resolution

26.2 Feedback Consumer CPFB Business Process Satisfaction Usefulness and satisfaction with complaint progress visualization

27.2 Feedback Consumer All CFPB Offerings Consumer Experience Clarity of correspondence
28.2 Feedback Consumer All CFPB Offerings Consumer Experience Education from Consumer Response correspondence
29.2 Feedback Consumer All CFPB Offerings Consumer Experience Likelihood of future contact
30.2 Feedback Consumer All CFPB Offerings Consumer Experience Usefulness of Consumer Response correspondence
31.2 Feedback Consumer All Communication Channels (phone, web, etc.) Consumer Experience Availability of needed information
32.2 Feedback Consumer All Communication Channels (phone, web, etc.) Consumer Experience Comprehension of nomenclature or terminology
33.2 Feedback Consumer All Communication Channels(phone, web, etc.) Satisfaction Satisfaction with CFPB consumer contact experience
34.2 Feedback Consumer CFPB Consumer Complaint Communication Close out or final disposition Consumer satisfaction
35.2 Feedback Consumer CFPB Consumer Complaint Communication Consumer Complaint Processing Gathering information, financial institution review, consumer review
36.2 Feedback Consumer CFPB Consumer Complaint Communication Consumer Complaint Submission Phone, Web, Mail, Fax, etc.
37.2 Feedback Consumer CFPB Consumer Complaint Communication Consumer Response investigation Consumer satisfaction
38.2 Feedback Consumer CFPB Consumer Complaint Communication Interactive Voice Response (IVR) Responsiveness Relevance, thoroughness, clarity
39.2 Feedback Consumer CFPB Consumer Complaint Communication Status checks Consumer satisfaction
40.2 Feedback Consumer CFPB consumer Complaint Communication Intake Consumer satisfaction
41.2 Feedback Consumer Consumer Education Online Tools Consumer satisfaction
42.2 Feedback Consumer Consumer Education Other Resources Consumer satisfaction
43.2 Feedback Consumer Consumer Portal Consumer Experience Ease of use
44.2 Feedback Consumer Consumer Portal Consumer Experience Logging in
45.2 Feedback Consumer Consumer Portal Consumer Experience Setting up account
46.2 Feedback Consumer Consumer Portal Consumer Experience Uploading/downloading
47.2 Feedback Consumer Consumer Portal Technical support Consumer satisfaction
48.2 Feedback Consumer Consumer Portal Upload/download Consumer satisfaction
49.2 Feedback Consumer Phone Clarity of Information Clarity of "next steps" communications
50.2 Feedback Consumer Phone Clarity of Information Clarity of information relayed by customer service rep
51.2 Feedback Consumer Phone Courteousness Courteousness of customer service rep
52.2 Feedback Consumer Phone Desired outcome Objective in contacting the CFPB Consumer rights education
53.2 Feedback Consumer Phone Desired outcome Objective in contacting the CFPB Financial product education
54.2 Feedback Consumer Phone Desired outcome Objective in contacting the CFPB Obtaining complaint assistance
55.2 Feedback Consumer Phone Desired outcome Objective in contacting the CFPB Story sharing and empathy
56.2 Feedback Consumer Phone Helpfulness Helpfulness of customer service rep
57.2 Feedback Consumer Phone Knowledge base Demonstration of knowledge of relevant information by customer service rep
58.2 Feedback Consumer Phone Prior contact Channel of prior contact with CFPB for customer service related concerns Web, Telephone, Mail, Fax, Chat contact
59.2 Feedback Consumer Phone Problem Solving Ability to resolve problem or re-direct consumer to appropriate channel
60.2 Feedback Consumer Phone Reason for contact Credit/Credit Card Education or Assistance
61.2 Feedback Consumer Phone Reason for contact Mortgage or Loan Education or Assistance
62.2 Feedback Consumer Phone Reason for contact Senior Citizen Financial Planning Education or Assistance
63.2 Feedback Consumer Phone Reason for contact Service member Financial Planning Education or Assistance
64.2 Feedback Consumer Phone Reason for contact Student Loan or Repayment Education or Assistance
65.2 Feedback Consumer Phone Satisfactory referral Satisfaction with CFPB complaint referral
66.2 Feedback Consumer Web Accessibility Ease or difficulty in finding information on web
67.2 Feedback Consumer Web Consumer Experience Clarity of instructions
68.2 Feedback Consumer Web Consumer Experience Ease or difficulty in using web functions
69.2 Feedback Consumer Web Consumer Experience Helpfulness of search functions
70.2 Feedback Consumer Web Consumer Experience Level of effort to navigate to desired information
71.2 Feedback Consumer Web Consumer Experience Navigation buttons, tabs, links, etc.
72.2 Feedback Consumer Web Consumer Experience Organization confusing or easy to understand
73.2 Feedback Consumer Web Technical support Consumer satisfaction
74.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Expertise of staff
75.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Expertise of staff
76.2 Feedback Consumer Consumer Satisfaction Recommendations to friends and family with similar complaints

77.2 Feedback Consumer Consumer Satisfaction Recommendations to friends and family with similar complaints

78.2 Feedback Consumer Referral How consumer learned about CFPB Information provided by agency or other entity
79.2 Feedback Consumer Referral How consumer learned about CFPB Information provided by agency or other entity
80.2 Feedback Consumer Referral What contact information received by consumer about CFPB on referral

81.2 Feedback Consumer Referral What contact information received by consumer about CFPB on referral

82.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Professionalism and courtesy
83.2 Feedback Consumer CFPB Consumer Communication, generally Responsiveness Professionalism and courtesy
84.2 Feedback Consumer Consumer Experience Privacy Understanding that CFPB only shares PII with company that is subject of complaint
85.2 Feedback Consumer Consumer Experience Privacy Understanding that CFPB only shares PII with company that is subject of complaint
86.2 Feedback Consumer Consumer Web-based Complaint Portal Overall Satisfaction

87.2 Feedback Consumer Consumer Web-based Complaint Portal Overall Satisfaction

88.2 Feedback Referral - Agency All Communication Channels (phone, web, etc.) Agency Experience Clarity of Consumer Response correspondence Agency satisfaction
89.2 Feedback Referral - Agency All Communication Channels (phone, web, etc.) Agency Experience Education from Consumer Response correspondence
90.2 Feedback Referral - Agency All Communication Channels (phone, web, etc.) Agency Experience Usefulness of Consumer Response correspondence Agency satisfaction
91.2 Feedback Referral - Agency All Products/Services Consumer Response Expertise Referral Agency satisfaction
92.2 Feedback Referral - Agency Government Portal Accessibility Agency satisfaction
93.2 Feedback Referral - Agency Government Portal Clarity of instructions Agency satisfaction
94.2 Feedback Referral - Agency Government Portal Government Portal technical support Inquiry Response Timeliness, relevance, thoroughness, clarity
95.2 Feedback Referral - Agency Government Portal Ease of Use Agency satisfaction
96.2 Feedback Referral - Agency Government Portal Logging in Agency satisfaction
97.2 Feedback Referral - Agency Government Portal Overall Service Documentation, support, training Agency satisfaction
98.2 Feedback Referral - Agency Government Portal Report generation Agency satisfaction
99.2 Feedback Referral - Agency Government Portal Setting up account Agency satisfaction
100.2 Feedback Referral - Agency Government Portal Upload/download Agency satisfaction
101.2 Feedback Referral - Representative or Nongovernmental organization All Communication Channels (phone, web, etc.) Agency Experience Clarity of Consumer Response correspondence Agency satisfaction
102.2 Feedback Referral - Representative or Nongovernmental organization All Communication Channels (phone, web, etc.) Agency Experience Education from Consumer Response correspondence
103.2 Feedback Referral - Representative or Nongovernmental organization All Communication Channels (phone, web, etc.) Agency Experience Usefulness of Consumer Response correspondence Agency satisfaction
104.2 Feedback Referral - Representative or Nongovernmental organization All Products/Services Consumer Response Expertise Referral Agency satisfaction
105.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Accessibility Agency satisfaction
106.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Clarity of instructions Agency satisfaction
107.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Company Portal technical support Inquiry Response Timeliness, relevance, thoroughness, clarity
108.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Ease of Use Agency satisfaction
109.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Ease of Use Agency satisfaction
110.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Logging in Agency satisfaction
111.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Overall Service Documentation, support, training Agency satisfaction
112.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Report generation Agency satisfaction
113.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Setting up account Agency satisfaction
114.2 Feedback Referral - Representative or Nongovernmental organization Government Portal Upload/download Agency satisfaction
115.2 Feedback Referral - Subject of/Respondent to Complaint All Communication Channels (phone, web, etc.) Consumer Experience Clarity of correspondence
116.2 Feedback Referral - Subject of/Respondent to Complaint All Communication Channels (phone, web, etc.) Consumer Experience Education from Consumer Response correspondence
117.2 Feedback Referral - Subject of/Respondent to Complaint All Communication Channels (phone, web, etc.) Consumer Experience Likelihood of future contact
118.2 Feedback Referral - Subject of/Respondent to Complaint All Communication Channels (phone, web, etc.) Consumer Experience Usefulness of Consumer Response correspondence
119.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Accessibility Company satisfaction
120.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Appropriateness of resource materials provided to users Company satisfaction
121.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Clarity and logic in training users Company satisfaction
122.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Clarity of instructions Company satisfaction
123.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Company Portal technical support Inquiry Response Timeliness, relevance, thoroughness, clarity
124.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Data security and software compatibility

125.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Ease of Use Company satisfaction
126.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Knowledge, preparedness, professionalism in training users Company satisfaction
127.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Logging in Company satisfaction
128.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Overall Service Documentation, support, training
129.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Recommendations for improvement Suggested training, presentations and topics
130.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Report generation Company satisfaction
131.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Resolution Time Frame Direct to company or other company channels compared to Consumer Response
132.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Setting up account Company satisfaction
133.2 Feedback Referral - Subject of/Respondent to Complaint Company Portal Upload/download Company satisfaction

Sheet 3: Referral

GENERIC CLEARANCE INVENTORY
ID Number Category Sub-Category Service, Product, or Field Issues Sub-Issues Related Issues
1.3 Referral Referral - Agency Data security Related procedures used by referral agency in receipt of CFPB referrals

2.3 Referral Referral - Agency Exigent circumstances Referred complaint involves fraud in progress or suspicion of imminent harm

3.3 Referral Referral - Agency Government Portal Access Administrator Name, title, and contact information
4.3 Referral Referral - Agency Government Portal Applicant or authorized officer Name, title, contact information and source of authority
5.3 Referral Referral - Agency Government Portal Authorized users Name, title, contact information
6.3 Referral Referral - Agency Information privacy Related procedures used by referral agency in receipt of CFPB referrals

7.3 Referral Referral - Agency Legal authority to access CFPB data and information


8.3 Referral Referral - Agency Name of agency and official address


9.3 Referral Referral - Agency Software compatibility with CFPB technology


10.3 Referral Referral - Representative or Non-governmental organization Data security Related procedures used in receipt of CFPB referrals

11.3 Referral Referral - Representative or Non-governmental organization Exigent circumstances Referred complaint involves suicidal ideation or suspicion of imminent harm

12.3 Referral Referral - Representative or Non-governmental organization Government Portal Access Administrator Name, title, and contact information
13.3 Referral Referral - Representative or Non-governmental organization Government Portal Applicant or authorized officer Name, title, contact information and source of authority
14.3 Referral Referral - Representative or Non-governmental organization Government Portal Authorized users Name, title, contact information
15.3 Referral Referral - Representative or Non-governmental organization Information privacy Related procedures used in receipt of CFPB referrals

16.3 Referral Referral - Representative or Non-governmental organization Legal authority to access information


17.3 Referral Referral - Representative or Non-governmental organization Name of representative and official address


18.3 Referral Referral - Representative or Non-governmental organization Software compatibility with CFPB technology


19.3 Referral Referral - Subject of/Respondent to Complaint Counsel Contact information

20.3 Referral Referral - Subject of/Respondent to Complaint Data security Related procedures

21.3 Referral Referral - Subject of/Respondent to Complaint Point-of-contact Contact information

22.3 Referral Referral - Subject of /Respondent to Complaint Software compatibility with CFPB technology


23.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Application, forms and marketing materials

24.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Associated email addresses and websites

25.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Associated phone numbers

26.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Company biography

27.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Fictitious names

28.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Images of consumer products

29.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers NMLS identifier

30.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Other unique identifier

31.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Third party service providers Telemarketers
32.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Third party service providers and Vendors Servicing contract
34.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Affiliates
Parent Company
Equity Owner


35.3 Referral Referral - Subject of/Respondent to Complaint Subject/Respondent Identifiers Corporate headquarters
Physical office
Mailing address



Sheet 4: Monitoring

GENERIC CLEARANCE INVENTORY
ID Number Category Sub-Category Service, Product, or Field Issues Sub-Issues Related Issues
1.4 Monitoring Referral - Agency Post-referral status Closed complaints Number of closed complaints
Quality of closed complaints

2.4 Monitoring Referral - Agency Post-referral status Complaints pending response from company Number of pending complaints
Quality of pending complaints

3.4 Monitoring Referral - Agency Post-referral status Complaints referred to another entity Number of referred complaints
Quality of referred complaints

4.4 Monitoring Referral - Agency Post-referral status Complaints under review Number of complaints under review
Quality of complaints under review

5.4 Monitoring Referral - Agency Post-referral status Complaints withdrawn post-referral Number of complaints withdrawn
Quality of complaints withdrawn

6.4 Monitoring Referral - Agency Post-referral status Resolution or other disposition Number of days to resolution or other disposition
7.4 Monitoring Referral - Representative or NGO Post-referral status Closed complaints Number of closed complaints
Quality of closed complaints

8.4 Monitoring Referral - Representative or NGO Post-referral status Complaints pending response from company Number of pending complaints
Quality of pending complaints

9.4 Monitoring Referral - Representative or NGO Post-referral status Complaints referred to another entity Number of referred complaints
Quality of referred complaints

10.4 Monitoring Referral - Representative or NGO Post-referral status Complaints under review Number of complaints under review
Quality of complaints under review

11.4 Monitoring Referral - Representative or NGO Post-referral status Complaints withdrawn post-referral Number of complaints withdrawn
Quality of complaints withdrawn

12.4 Monitoring Referral - Representative or NGO Post-referral status Resolution or other disposition Number of days to resolution or other disposition
13.4 Monitoring Referral - Subject/Respondent Complaint management Closed complaints Number of closed complaints
Quality of closed complaints

14.4 Monitoring Referral - Subject/Respondent Complaint management Complaint categorization

15.4 Monitoring Referral - Subject/Respondent Complaint management Complaint issue identification Multi-issue or secondary issue
16.4 Monitoring Referral - Subject/Respondent Complaint management Complaints referred to another entity Number of referred complaints
Quality of referred complaints

17.4 Monitoring Referral - Subject/Respondent Complaint management Complaints under review Number of complaints under review
Quality of complaints under review

18.4 Monitoring Referral - Subject/Respondent Complaint management Complaints withdrawn post-referral Number of complaints withdrawn
Quality of complaints withdrawn

19.4 Monitoring Referral - Subject/Respondent Complaint management Disposition or resolution time frame

20.4 Monitoring Referral - Subject/Respondent Complaint management Internal service changes Impact on resolution time frame
21.4 Monitoring Referral - Subject/Respondent Complaint management Prior or pending communication with consumer


Sheet 5: Glossary

Glossary
Accessibility Accessibility of consumer complaint processes to public
Authority Information related to CFPB authority to process the complaint; information needed to help CFPB determine whether the financial activity at issue is one over which the CFPB has jurisdiction
Consumer Relating to person who may be characterized as a consumer, e.g., an individual who purchases a financial product or service for personal use
Consumer Profile Information needed to identify consumer or consumer's third party representative for purpose of, among other things, establishing a business relationship with the company that is the subject of the complaint
Feedback Stakeholder feedback (e.g., consumer, company, agency)
Financial Activity Market activity that involves the financial product or service at issue in a complaint
Intake Consumer complaint and inquiry intake
Monitoring CFPB oversight of consumer complaint processes
Preferences Consumer preferences collected at complaint intake
Referral Processes related to complaint referral to companies and agencies
Referral - Agency Agency receiving CFPB referred complaint
Referral - Representative or Non-governmental organization Representative of consumer or non-governmental organization receiving CFPB referred complaint
Referral - Subject of/Respondent to Complaint Company receiving consumer complaint for purpose of responding to complaint
Subject Profile Information related to the subject of the consumer complaint (e.g., company)
File Typeapplication/vnd.ms-excel
File Modified2017-06-27
File Created2012-08-19

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