Download:
pdf |
pdfConsumer Financial Protection Bureau Information Collection Request
OMB Control Number 3170-0011
Web Complaint Intake Form
• Single dynamic form that intakes complaints on the following financial products or
services:
o Debt collection
o Credit reporting, credit repair, or other personal consumer reports
o Mortgage
o Credit card or prepaid card
o Checking or savings account
o Vehicle loan or lease
o Student loan
o Payday loan, title loan, or personal loan
o Money transfer, virtual currency, or money service
Feedback Intake Form
• Web Tell Your Story form
External Party Logins
• Consumer Portal login
• Company Portal login
• Government Portal login
Paper Intake Forms
• Universal complaint intake form (English and Spanish)
Phone complaint, inquiry and feedback intake
• Conversation flows
CONSUMER RESPONSE CENTER
AGENT CONVERSATION FLOWS
(Presented alphabetically by title)
Version 1.0
June 5, 2017
Address verification (outbound call)
Trigger
CFPB is calling
a consumer to
verify mailing
address
Conversational Cues
Opening:
Resources and
Additional
Information
IMPORTANT: The
text in RED ALL
THIS IS CALLING FROM CAPS must be
THE CONSUMER FINANCIAL
read verbatim.
PROTECTION BUREAU. THIS CALL MAY
TIP: If a consumer
BE RECORDED FOR QUALITY
is unsure and asks
PURPOSES. MAY I SPEAK WITH ?
address on file,
you can read the
If the consumer answers: Hello I’m calling today to get some
have on file for
more information about the complaint you
them ONLY. If a
recently submitted to the Consumer
consumer refuses
Financial Protection Bureau. The address
to provide
we have for you seems to be incorrect.
address, thank
Would you please verify your current mailing them for their time
address for me?
and hang up.
If someone other than consumer
answers:May I leave a message with you?
Let me know when you have something to
write with.
Great. This is . I’m calling
from the Consumer Financial Protection
Bureau. Would you please ask to call us back? The number is
855-411-2372 to update their information on
their complaint beginning with . Thank you
for your time and have a great day.
If leaving a voicemail: This message is
for . Please call the
Consumer Financial Protection Bureau
concerning your complaint number
beginning with . We are open from
8 am to 8 am Eastern Time from Monday
through Friday, excluding Federal holidays.
Our phone number is (855) 411-2372.
If you have already contacted Consumer
Financial Protection Bureau and updated
your complaint, please disregard this
message. If you would like to know more
about your complaint, please call the
number provided or you can visit our
website at www.consumerfinance.gov to
view your complaint (if you have a valid
email address already on file).
Once again, our phone number is (855)
411-2372.
Thank you for your time and have a great
day.
Consumer asks about status of complaint: I
apologize, but I don’t have that information
available. I am just calling to update your
mailing address. If you would like more
information on your complaint, please call
855-411-2372. Thank you for your time and
have a great day.
After hours breaking news conversation flow
Trigger
There has been a
major news event
or announcement
and the CFPB has
not provided the
Consumer
Resource Center
with any
information or
FAQs
Conversational Cues
Resources and
Additional
Information
THANK YOU FOR CALLING THE CONSUMER
FINANCIAL PROTECTION BUREAU’S
CONSUMER RESOURCE CENTER. WE DO NOT
HAVE INFORMATION AVAILABLE ABOUT
THIS announcement/event. PLEASE CHECK OUR
ONLINE NEWSROOM
The TEXT IN RED
AT WWW.CONSUMERFINANCE.GOV/ABOUTAND CALL
US/NEWROOM FOR POSSIBLE FUTURE
CAPS must be read
UPDATES.
verbatim.
Is there anything else I can help you with today?
Yes: Great, how can I help?
No: Thanks for calling the CFPB. Goodbye.
Bank account or service complaint conversation flow
Trigger
Finding out
more about
the problem
Conversational Cues
•
•
•
I understand you are calling
about a problem with your bank
account.
•
Remember to collect the
following information:
•
Can you tell me a little more
about the problem you are
having?
Has the consumer
contacted the company
directly?
•
Has the consumer hired
an attorney?
What is the account number
associated with this account?
•
Has the consumer filed a
legal action?
•
Has the consumer
contacted another
government agency
about this problem?
•
What do they think would
be a fair resolution?
If the consumer is concerned about
providing account information: We
ask for this information so that the
company can identify the correct
account and respond to your complaint.
•
Resources and Additional
Information
Is your address on file with
the same as
the address you gave me (or
the address you gave when you
submitted your complaint)?
o
YES: Proceed
o
NO: Can you please
give me the billing
address you have on
file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
Okay, let me give you some
information that might help
you. If necessary, get more
information from the consumer
about their specific situation.
Related articles
•
Bank Accounts and
Services: ATM
•
Bank Accounts and
Services: Bank Account
and Overdraft Fees
•
Bank Accounts and
Services: Bill Pay
•
Bank Accounts and
Services: Checking
Account Statements
•
Bank Accounts and
Services: Checking
Account Withdrawals
•
Bank Accounts and
Search Knowledge to find
information to help the
consumer.
•
Services: Close a Bank
Account
•
Now that you’ve submitted a
complaint, is there anything else
I can help you with?
Bank Accounts and
Services: Deposits and
Cashing Checks
•
Bank Accounts and
Services: Joint Accounts
o
YES: What can I help
you with?
•
o
NO: Go to Closing
Conversation Flow.
Bank Accounts and
Services: Savings
Accounts, Money Market
Accounts, & Certificates
of Deposit
•
Bank Accounts and
Services: Opening a
Bank Account
•
Bank Accounts and
Services: Personal Line
of Credit
•
Bank Accounts and
Services: Unauthorized
Transactions
•
Bank Accounts and
Services: Writing and
Using Checks
Glossary
•
Bank Accounts and
Services: Terms
CFPB Settlement Checks Conversation Flow
Trigger
Consumer is
calling to ask
when they will
get a check
Consumer is
calling to ask
if a check is
legitimate
Conversational
Cues
•
Locate the
defendant
on the CR
Source
Table for
Civil
Penalty
Fund and
Bureau
Administer
ed Redress
Payments
•
Refer the
consumer
to the thirdparty
administrat
or listed in
the table.
•
Locate the
defendant
on the CR
Source
Table for
Civil
Penalty
Fund and
Bureau
Administer
ed Redress
Payments
•
Refer the
consumer
to the thirdparty
administrat
or listed in
Resources and Additional Information
TIP: Can’t locate the name of the defendant in
the CR Reference table? Check the “Bureauadministered redress payments” section
here: https://www.consumerfinance.gov/aboutus/payments-harmed-consumers/paymentsby-case/
TIP: Can’t locate the name of the defendant in
the CR Reference table? Check the “Bureauadministered redress payments” section
here: https://www.consumerfinance.gov/aboutus/payments-harmed-consumers/paymentsby-case/
TIP: Many articles about enforcement
actions have a sample check attached. Also
see the Bureau Administered Redress sample
check (PDF).
the table.
Consumer is
calling to
have a check
re-issued.
•
The
Consumer
Financial
Protection
Bureau, or
CFPB,
never
requires
consumers
to pay
money up
front or
provide
additional
information
before
consumers
can cash
refund
checks that
CFPB has
issued. If
anyone
claims that
they can
get you a
refund but
asks you
for money,
it could be
a scam.
•
Locate the
defendant
on the CR
Source
Table for
Civil
Penalty
Fund and
Bureau
Administer
TIP: Can’t locate the name of the defendant in
the CR Reference table? Check the “Bureauadministered redress payments” section
here: https://www.consumerfinance.gov/aboutus/payments-harmed-consumers/paymentsby-case/
ed Redress
Payments
Consumer
received a
check with
instructions to
pay a fee or
to provide
additional
personal
information
•
Refer the
consumer
to the thirdparty
administrat
or listed in
the table.
•
If the
deadline
for check
reissue has
passed: I’m
sorry but
the
deadline to
have a
check
issued for
this matter
has
passed. Is
there
anything
else I can
help you
with today?
•
The
Consumer
Financial
Protection
Bureau, or
CFPB,
never
requires
consumers
to pay
money up
front or
provide
additional
information
before
consumers
can cash
refund
checks that
CFPB has
issued. If
anyone
claims that
they can
get you a
refund but
asks you
for money,
it could be
a scam.
Closing conversation flow
Trigger
Conversational Cues
•
COMPLAINT: Proceed to next
section.
•
QUESTION: Thanks so much for
calling the CFPB. I’m glad I was able
to help you with your question. Go to
leave the consumer one step better
off section.
Finish the
complaint
process
•
We just got through a lot of
information together! Thank you for
your patience and help.
Tell the
consumer
what will
happen next
•
We’ll forward your complaint to the
company and work to get you a
response.
•
The company will review your
complaint, communicate with you as
needed, and report back about the
steps taken or that will be taken on
the issue you identify in your
complaint.
•
We will let you know when the
company responds. You’ll be able to
review the company’s response and
give us feedback about the
response.
•
Before we go, I wanted to let you
know that you can find a lot of
information about on our
website, consumerfinance.gov.
•
You can go there, not just when you
have a problem, but when you need
information about things like buying a
car, getting a mortgage, or
Consumer had
complaint or
Question?
Leave the
consumer one
step better off
Resources and Additional
Information
TIP: Remind consumer of all the
resources available
at consumerfinance.gov
understanding your credit report.
•
Thanks again for calling the CFPB.
Have a great day.
Comments to the CFPB conversation flow
Trigger
Consumer
was
referred to
the CFPB
to provide
comments
about a
proposed
rule
•
I understand that you are
calling about . Is that right?
o
o
•
Consumer
was
referred to
the CFPB
to provide
comments
about a
topic
Resources and Additional
Information
Conversational Cues
YES: Great. Let me
see if I can find some
information.
NO: Sorry I
misunderstood. Can
you tell me more
about the feedback
you’d like to provide?
Go to Consumer was
referred to the CFPB
to provide feedback
about a topic
Is there anything else I can
help you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
conversation flow
•
Thank you for sharing your
thoughts with the CFPB.
•
The best way for you to do
this is to use the “Tell Your
Story” feature. You can either
do that over the phone or
online. Or you can fax or mail
your comments. Which do
1.
To find open notices,
visit http://www.consumerfin
ance.gov/policycompliance/noticeopportunitiescomment/open-notices/
2.
Determine which open notice
and opportunity for comment
the consumer is interested in
3.
Select the notice and find the
contact information for where
to provide comment, and
provide the information to
the consumer
•
If no longer open, go
to Consumer was
referred to the CFPB
to provide feedback
about a topic
Trigger
Conversational Cues
you
prefer? Phone Web Fax/Ma
il
•
TYS OVER THE PHONE: Go
to the Tell Your Story
Conversation Flow
•
TYS WEB: Go to
consumerfinance.gov. From
there, hover your mouse over
“Consumer Tools” and select
“Tell Your Story” from the
drop-down menu.
•
FAX/MAIL: I can give you
the mailing address or
number to send your
feedback to CFPB. Let me
know when you have
something to write with.
Consumer Financial Protection
Bureau
PO Box 2900
Clinton, IA 52733-2900
Fax number: (855) 2372392
Company
representa
tive calls
with a
regulationrelated
question
The CFPB has developed a variety of
materials to help companies
understand and implement the rules
that we issue. More information is
available at the following website. Let
me know when you have something
to write with, it’s quite a long address:
•
http://www.consumerfinance.
gov/policycompliance/guidance/implem
Resources and Additional
Information
Trigger
Conversational Cues
entation-guidance/
Resources and Additional
Information
Consumer loan/pawn loan/title loan conversation flow
Trigger
Finding out
more about
the problem
Conversational Cues
•
•
•
I understand you are calling
about a problem with a
.
•
Remember to collect the
following information:
•
Can you tell me a little more
about the problem you are
having?
Has the consumer
contacted the company
directly?
•
Has the consumer hired an
attorney?
What is the account number
associated with this account?
•
Has the consumer filed a
legal action?
•
Has the consumer
contacted another
government agency about
this problem?
•
What do they think would be
a fair resolution?
If the consumer is concerned
about providing account
information: We ask for this
information so that the company can
identify the correct account and
respond to your complaint.
•
Resources and Additional
Information
Is your address on file
with the
same as the address you
gave me (or the address you
gave when you submitted
your complaint)?
o
YES: Proceed
o
NO: Can you please
give me the billing
address you have on
file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
Okay, let me give you some
information that might help
you. If necessary, get more
information from the
consumer about their specific
situation. Search Knowledge
to find information to help the
consumer
•
Now that you’ve submitted a
complaint, is there anything
else I can help you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow.
Credit card complaint conversation flow
Trigger
Specify the
Issue
Conversational Cues
•
•
Find out
Actions
Already
Taken
•
•
Verify Billing
Address
•
Does your card say “debit” or
“check card” on the front of it?
o YES: Go to Debit Card
Complaint Conversation
Flow.
o NO: Proceed
Are you calling about a service
that your credit card company
sold you for an additional
charge (for example, identity
monitoring services, or credit
protection insurance)?
o YES: If you lost money,
how much money did
you lose? Fill in amount
and proceed.
o NO: Proceed
When did this issue happen?
Is your address with this
company the same as the
address you gave me (or the
address you gave when you
submitted your complaint)?
o YES: Proceed
o NO: Can you please
give me the billing
address you have on
file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
Now that you’ve submitted a
complaint, is there anything else
I can help you with?
• YES: What can I help
you with?
• NO: Go to Closing
Conversation Flow.
Resources and Additional
Information
Remember to collect the
following information:
• Has the consumer
contacted the company
directly?
• Has the consumer hired
an attorney?
• Has the consumer filed a
legal action?
• Has the consumer
contacted another
government agency
about this problem?
• What do they think would
be a fair resolution?
TIP: If the consumer is
concerned about providing
account information, let them
know:
• We ask for this
information so that the
company can identify the
correct account and
respond to your
complaint.
Related articles
•
Credit card basics:
applying for a credit card
•
Credit card basics:
closing credit accounts
•
Credit card basics: credit
reporting: credit cards
•
Credit card basics: credit
card balance transfers &
debt consolidation
•
Credit card basics: credit
card fees
•
Credit card basics: credit
card interest rates
•
Credit card basics:
disputing unauthorized
credit charges
•
Credit card basics: joint
credit card accounts
•
Credit card basics: lost
or stolen credit cards
•
Credit card basics:
medical credit cards
•
Credit card basics:
paying a credit card bill
•
Credit card basics:
receiving credit card
offers
•
Credit card basics using
a credit card
Glossary
•
Credit card basics: terms
Credit report complaint conversation flow
Trigger
Consumer
is calling
with a credit
report
problem.
Conversational Cues
•
I understand you are calling
about a problem with your credit
report.
• Can you tell me a little more
about the problem you are
having with the company?
• Let me ask a few more
questions to help submit your
complaint.
• Is your address with company
name the same as the address
Collect
you gave me (or the address
more
you gave when you submitted
information
your complaint)?
o YES: Proceed
o NO: Can you please
give me the billing
address you have on file
with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
If consumer has not already
What is the provided: What is the name of the
name of the company you are calling about?
credit
reporting
• Did you file a dispute about the
company?
issue with a credit reporting
company and receive a final
response?
o YES: Add this number
in “Original Dispute
Case Number” field
o NO: Proceed
• Okay, let me give you some
information that might help
you. If necessary, get more
information from the consumer
about their specific situation.
Search Knowledge to find
Resources and
Additional Information
Remember to collect the
following information:
• Has the consumer
contacted the
company directly?
• Has the consumer
hired an attorney?
• Has the consumer
filed a legal action?
• Has the consumer
contacted another
government
agency about this
problem?
• What do they think
would be a fair
resolution?
Related articles
•
Credit Reporting:
Disputing Errors on
a Credit Report
•
Credit Reporting:
Getting a Credit
Report
•
Credit Reporting:
Employment,
Housing and Other
Specialty
Consumer Reports
•
Credit Reporting:
Recovering from
Fraud or Identity
Theft
•
Credit Reporting:
Reviewing and
•
information to help the
consumer.
Now that you’ve submitted a
complaint, is there anything else
I can help you with?
o YES: What can I help
you with?
o NO: Go to Closing
Conversation Flow.
Reading a Credit
Report
•
Credit Reporting:
Other Third Parties
Using Credit
Reports
•
Credit Reporting:
Understanding
Credit Scores
Glossary
•
Credit reporting:
terms
Debit card complaint conversation flow
Trigger
Is this a
credit or
debit card?
Conversational Cues
•
•
Verify
address
Does your card say “debit” or
“check card” on the front of it?
•
Remember to collect the
following information:
o
YES: Proceed
•
o
NO: Go to Credit Card
Complaint Conversation
Flow.
Has the consumer
contacted the
company directly?
•
Has the consumer
hired an attorney?
•
Has the consumer filed
a legal action?
•
Has the consumer
contacted another
government agency
about this problem?
•
What do they think
would be a fair
resolution?
What is the account number
associated with the debit card?
If the consumer is concerned about
providing account information: We
ask for this information so that the
company can identify the correct account
and respond to your complaint.
•
Resources and Additional
Information
Is your address with the same as the address
you gave me (or the address you
gave when you submitted your
complaint)?
o
YES: Proceed
o
NO: Can you please give
me the billing address
you have on file with this
company? (Collect Street
Address, City, State, ZIP
Code and Country.)
Okay, let me give you some
information that might help you. If
necessary, get more information
from the consumer about their
specific situation. Search
Knowledge to find information to
help the consumer.
•
Now that you’ve submitted a
complaint, is there anything else I
can help you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow.
Debt collection complaint conversation flow
Trigger Conversational Cues
Finding
out
more
about
the
problem
•
I understand you are calling about a debt
collection.
•
Just to make sure, are you calling to
submit this complaint on your own behalf?
o
YES: Ok, great. Proceed.
o
NO: To protect your privacy, we
only take debt collection
complaints by phone if you are
calling on your own behalf. I’d be
happy to mail you a debt
collection complaint. Make sure
that both you and the other person
sign the form before returning it to
us. Go to "Paper Complaint"
section of Intake conversation
flow.
•
First, please tell me what problem you’re
having with the company.
•
Now, I’m going to ask you some questions
so I can get all the information I need to
help you submit a complaint.
Resources and
Additional
Information
TIP: If the consumer
asks what
information we
disclose to debt
collection companies:
“We share the
information you
provide, including
attachments and
account numbers,
with the company
addressed in the
complaint. We ask
for this information so
that the company can
identify the correct
account and respond
to your complaint.”
Remember to
collect the
following
information:
•
Has the
consumer
contacted the
company
directly?
•
Has the
consumer
hired an
attorney?
•
Has the
consumer
filed a legal
Questions (record consumer’s answers in the
appropriate fields):
•
Is your address on file with the same as the address you gave
me (or the address you gave when you
submitted your complaint)?
o
YES: Proceed
o
NO: Can you please give me the
billing address you have on file
with this company? (Collect Street
Address, City, State, ZIP Code
and Country.)
•
What is the name of the company
contacting you about this debt? (Enter the
company name provided by the
consumer. If there is an exact match, use
that. Otherwise, enter the full name as
provided by the consumer.)
•
If consumer doesn’t know name of
company: Since you don’t know the name
of the company we won’t be able to send
this complaint to a company. If you are
able to identify the company that is
contacting you in the next 30 days, you
can provide that information by calling us.
Go to Closing conversation flow.
•
What is the address of the company
contacting you? (Fill in address.)
•
What phone number are they calling to
contact you?
•
What phone number are they calling
from?
•
Are there any other phone numbers they
have called you from?
•
Do you know the name or ID # of the debt
collection company’s representative who
you’ve spoken to?
•
Do you have an account number used by
the debt collector when they contact you?
•
May I have the last 4 digits of your Social
Security Number?
If the consumer is concerned about providing
account information: We ask for this information
so that the company can identify the correct
account and respond to your complaint.
•
Did this debt come from the same
action?
•
Has the
consumer
contacted
another
government
agency about
this problem?
•
What do they
think would
be a fair
resolution?
Related articles
•
Debt
collection:
responding to
a debt
collector
•
Debt
collection:
calls from a
debt collector
•
Debt
collection:
tactics used
by debt
collectors
•
Debt
collection:
debt from
divorce and
deceased
family
members
•
Debt
collection:
information
about the
company that is calling you, a different
company, or are you not sure?
debt
Glossary
o
SAME: Proceed
o
NOT SURE:Proceed
o
DIFFERENT: Do you want to
submit a complaint against this
company too?
•
YES: Get name and
address of original
company, also
•
NO: Proceed
If caller is confused by the above
question: “We want to know if the people
contacting you were hired by another company to
collect their debts. If your debt has come from a
different company, we'll give you the option to
submit two complaints about your issue: one
complaint with the debt collector and a second
complaint with the company that owns the debt. If
you don't know where the debt came from, that’s
OK. Just let me know.”
•
That’s all the questions I have. Is there
any other information you’d like to
provide?
o
YES: Great, what else would you like to
tell me?
o
NO: Proceed
•
Now that you’ve submitted a complaint, is
there anything else I can help you with?
o
YES: What can I help you with?
o
NO: Go to Closing Conversation
Flow.
•
Debt
collection:
terms
Electronic benefits cards conversation flow
Trigger
Consumer
has a
complaint
about an
electronic
benefit
transfer card
Conversational Cues
•
I understand you are
calling with a complaint
about your Electronic
Benefits Transfer or EBT
card.
•
I’m happy to help you. I can
take your complaint and
forward it to the appropriate
company or state agency.
•
Collect complaint
information from caller.
•
Is there anything else I can
help you with today?
o
YES: Great, how
can I help you?
o
NO: Go to Closing
conversation flow
Resources and Additional Information
Emergency call termination conversation flow
Trigger
Conversational Cues
•
Fire or other
emergency
I’m sorry, but due to an
emergency in our office, I will
have to end this call. Please call
us back later.
Resources and Additional
Information
1.
2.
3.
4.
Change your phone state
to “System Issues”
Release the Call
Lock your computer
Exit the building
Existing Complaint Status Conversation Flow
Trigger
Consumer has
already
submitted a
complaint and
is calling about
it
Conversation Cues
•
Great, I see your complaint
in our system. How can I
help you?
•
•
Consumer wants
to give additional
information: Go to
additional
information section
Consumer is
asking about the
status: Find the
consumer's case
and check the
"Company
Response Details"
field. Choose the
appropriate status:
•
Pending Company
Response
•
In progress
•
Any Assigned status
•
Closed with explanation
•
Closed with monetary relief
•
Closed with non-monetary
relief
•
Alerted CFPB
•
Duplicate CFPB complaint
Resources and Additional
Information
IMPORTANT: You must verify
a consumer's identity before
providing information about an
existing complaint. Use
the Intake conversation flow to
start every call.
Job Aid: Tips to talk about
complaints and feedback
reported
•
Incorrect company
•
Sent to regulator
IMPORTANT: Do not read the
name of the case status to the
consumer.
Or a consumer wants to submit
feedback to a response
Pending
Company
Response
•
We’ve sent your complaint
to the company for their
response.
IMPORTANT:
DO NOT SAY
“PENDING
COMPANY
RESPONSE"
TO
CONSUMER.
•
We will let you know when
the company responds. The
response should include the
steps they took, or will take,
in response to your
complaint.
•
You should receive a status
update within the next 15
days.
Consumer
wants to
provide
additional
information
Important: This only applies for
complaints that are still open.
•
•
OK great. Thanks so much
for calling to give us more
information about your
complaint.
Let me check in our system
and see what we need. See
steps to the right.
1. Check the Post section
for a note from the
routing specialist.
2. Gather the necessary
information from the
consumer and add to
the Post section.
3. Send the Incident
Report (IR) to Tier 2.
To view legacy (RightNow)
case notes:
1. From the case “Details”
view, scroll down to the
“Mosaic Legacy Notes”
section.
2. To see the details of a
note, click the Note ID
number.
3. If there are more than
five notes, click the “see
more” link at the bottom
of the list.
Other Steps that May Apply…
If…
Then…
The information Transfer to
request is in
the
Investigations… Specialist
(See Federal
agency
phone call
transfers for
process)
There is an
email address
on file…
Assigned
IMPORTANT:
DO NOT SAY
“ASSIGNED”
TO
CONSUMER.
•
We’re still researching the
company information you
provided in your complaint
so it might take a little more
time to get a response.
•
If we need more information
or if we are unable to send
Remind the
caller about
their selfservice
options
your complaint to the
company, we will let you
know.
In progress
Closed with
explanation
•
Thanks for your patience.
•
The company has
responded that it is still
working on your issue.
•
You should receive a final
response from the company
within 60 days from the date
they received your
complaint.
•
It looks like the company
has responded to your
complaint. Would you like
me to read the response?
•
YES: Read what is
in the “Company
Response” field.
•
NO: Remind the
consumer they can
see the response in
the consumer
portal.
•
Just a reminder that you
have 60 days to submit your
feedback about this
response.
•
You can submit feedback
by clicking the link in your
consumer portal or in the
email we sent to you. Or I
can take your feedback
over the phone. See
the steps below.
Closed with
monetary relief
Closed with
non-monetary
•
Thank you for calling the
CFPB.
•
It looks like the company
has responded to your
complaint. Would you like
me to read the response?
•
YES: Read what is
in the “Company
Response” field, as
well as the “Relief
Amount” and “Relief
Description” fields.
•
NO: Remind the
consumer they can
see the response in
the consumer
portal.
•
Just a reminder that you
have 60 days to submit your
feedback about this
response.
•
You can submit feedback
by clicking the link in your
consumer portal or in the
email we sent to you. Or I
can take your feedback
over the phone. See
the steps below.
•
Thank you for calling the
CFPB.
•
It looks like the company
has responded to your
complaint. Would you like
reflief
me to read the response?
•
YES: Read what is
in the “Company
Response” field as
well as the “Relief
Description” field
•
NO: Remind the
consumer they can
see the response in
the consumer
portal.
•
Just a reminder that you
have 60 days to submit your
feedback about this
response.
•
You can submit feedback
by clicking the link in your
consumer portal or in the
email we sent to you. Or I
can take your feedback
over the phone. See
the steps below.
•
Thank you for calling the
CFPB.
Incorrect
Company
•
Incorrect company: We
have reviewed the
information you provided;
however, your complaint
may have been sent to the
incorrect company. Please
confirm the name of the
company related to your
complaint and we will
resend your complaint.
Alerted CFPB
•
Check the “Company
IMPORTANT:
DO NOT SAY
“ALERTED
CFPB” OR
READ THE
NAME OF
THE STATUS
TO
CONSUMER.
Administrative Response
Details” section and use the
appropriate answer below:
•
Unauthorized
3rd Party:The company was
unable to respond to the
complaint without the
authorization of the
consumer. At this point, no
further action will be taken
on this complaint. The
consumer can submit a
complaint on his or her own
behalf or authorize
someone to submit a
complaint on their behalf.
•
Pending litigation: The
company was unable to
respond to your complaint
because it appears you’re
involved in pending or prior
litigation about the same
issues raised in the
complaint. No further action
will be taken on your
complaint.
•
Suspected fraud: The
company was unable to
respond to your complaint
because they believe you
may have been a victim of
fraud. You may want to
contact the company
directly for more
information.
IMPORTANT: DO NOT SAY
“SUSPECTED FRAUD” TO
CONSUMER.
Duplicate
CFPB
complaint
reported
•
Your complaint appears to
be a duplicate of
Complaint # (refer to the
case number field).
IMPORTANT:
DO NOT SAY
“DUPLICATE
CPFB
COMPLAINT
REPORTED”
TO
CONSUMER.
•
Please refer to Complaint
# (refer to added to existing
case field) for further
information and updates.
Sent to
regulator
•
We have reviewed your
complaint and determined
that it would be better
handled by another agency.
•
We have sent your
complaint to and
closed it here.
•
Would you like the contact
information for that agency?
IMPORTANT:
DO NOT SAY
“SENT TO
REGULATOR”
TO
CONSUMER.
Consumer
wants to
submit
feedback
If the consumer wants to submit
their feedback over the phone
(within 60 days):
1. Locate the “Consumer
Feedback” section of the case.
2. Click the “Access Survey” link.
3. Record the consumer’s
feedback verbatim.
4. Click “Submit your feedback”.
Job aid: Federal agency
phone call transfers
Job Aid: Tips to talk about
complaints and feedback
Does the consumer want to leave
feedback after 60 days? Suggest
Tell Your Story or escalate to Tier 2
for a referral to the Ombudsman.
Job aid: Supervisor escalation (Tier
2 to Supervisor)
Conversation flow: Tell Your Story
Conversation Flow
Intake Conversation Flow
Jump to Required Disclosures
Trigger
Conversational Cues
•
Start
Thank you for calling the Consumer
Financial Protection Bureau
•
Are you calling about an existing
complaint you already submitted with
us? If yes clickhere. If not continue to
the next bullet.
•
My name is and I’ll be
working with you today. May I ask who
I’m speaking with?
•
Good
(morning/afternoon/evening), .
•
Before we begin, is there a phone
number where I can reach you in case
we get disconnected? (If consumer is
willing, collect their name, address,
phone #, and email and add as a new
Entity if an existing Entity cannot be
found/verified.)
•
Are you calling to submit a complaint or
do you have a
question? Complaint, question, or not
sure.
Important Reminder: Confirm the purpose of
the call as soon as the consumer provides their
issue.
•
QUESTION: Great, I’m happy to help
you. Tell me a little about your question.
•
Don’t start a case yet. A
consumer’s question may still
“turn into” a complaint. Be sure
and ask questions until you
understand the underlying
Resources and
Additional
Information
TIP: Transfer to
Spanish-speaking
agent using Federal
agency phone call
transfers job aid
TIP: If the
consumer is a
whistleblower, go to
the Whistleblower
section.
TIP: If the topic is
outside the scope of
the CFPB, go
to Out of scope
conversation flow.
issue. Use the Knowledge tab to
help the consumer. Once you’re
sure the consumer has the help
they need, go to the Closing
conversation flow.
•
NOT SURE: OK, tell me a little bit about
why you’re calling and we’ll work
together to see what you’d like to do
next. Often the consumer isn’t sure if
they have a complaint or a question yet.
Once you determine if the caller has
a complaint or question, proceed as
appropriate.
Complaints: Se Let me explain our complaint process and how
tting
to submit a complaint – so you know what to
Expectations
expect. You have a few options to submit a
complaint with us.
•
The first is online, at
consumerfinance.gov, which may be
faster for you.
•
We can also send you a complaint form
to fill out and mail or fax back to us.
•
If you choose either of those options,
you can include supporting
documentation.
•
Last, but not least, we can submit the
complaint over the phone together
(unless you are submitting a debt
collection complaint on someone else’s
behalf). I only want to remind you that
we can’t include supporting
documentation over the phone.
•
After your complaint is submitted, we’ll
forward it to the company and work to
get you a response – generally within
15 days. We’ll send you updates along
the way, and if you include an email
address, you’ll be able to check the
status at any time online, at
consumerfinance.gov.
•
Critical
Questions &
Privacy
Statements
Would you like to submit your complaint
online, on paper, or continue with our
phone call?
•
ONLINE: Go to “Online
Complaint” section.
•
PAPER: Go to “Paper
Complaint” section.
•
PHONE: Proceed to next
section.
•
JUST WANT TO MAIL IN MY
INFORMATION: Go to
"Mail/Fax" section.
I have a couple of questions I need to ask
before we can continue with your complaint.
•
First, did you work for the company in
question when this issue occurred? By
asking this question we are identifying
“whistleblowers” and “tipsters.”
•
YES: Go to “Whistleblower” section.
•
NO: Secondly, I just need to confirm
that you do want this complaint sent to
the company so you can get a response
from them.
•
YES: Continue to Privacy
Statements below
•
NO: Ok, in that case, we can't
submit the information you
provide as a complaint, but you
can share your experience
though Tell Your Story. See
the Tell Your Story
Conversation Flow.
TIP: If the
consumer is a
whistleblower, go to
the Whistleblower
section.
TIP: If the
consumer wants to
submit a complaint
anonymously, let
them know that if
they want a
response from the
company, the
company needs
their full name to
match the complaint
to their records so
they can respond to
their complaint.
ONLY IF
PRESSED TO
SUBMIT A
‘COMPLAINT’
•
Lastly, I need to read you some official
disclosure statements.
•
We read the same statements, word-forword, to every consumer.
•
These statements help us make sure
that you understand your rights and
what we can provide as a part of this
process.
•
After I read the statements, I will ask
you if you understood them.
IMPORTANT: Text in red and ALL
CAPS must be read word-for-word.
THE PAPERWORK REDUCTION ACT IS A
FEDERAL LAW THAT REQUIRES THE
APPROVAL OF CERTAIN FEDERAL
QUESTIONNAIRES. THE QUESTIONS I WILL
ASK YOU HAVE BEEN APPROVED
BY THE OFFICE
OF MANAGEMENT AND BUDGET,
AS REQUIRED
BY THE PAPERWORK REDUCTION ACT.
ON AVERAGE, ANSWERING THESE
QUESTIONS TAKES ABOUT 10 MINUTES.
THE LENGTH OF TIME TO COMPLETE
YOUR COMPLAINT DEPENDS ON THE
INFORMATION THAT YOU PROVIDE.
ANONYMOUSLY:
If the consumer
insists on
submitting an
anonymous
‘complaint’, you can
continue to take it
over the phone, but
remind them that
the company will
not respond to it
and that they can
also share their
experience
anonymously
through Tell your
story over the
phone or
online. See the Tell
Your Story
Conversation Flow.
A FEDERAL LAW CALLED THE PRIVACY ACT
DIRECTS HOW THE FEDERAL
GOVERNMENT
(OR THE CFPB) COLLECTS, KEEPS AND
SHARES YOUR PERSONAL, PRIVATE
INFORMATION- INCLUDING THE PERSONAL
INFORMATION CONTAINED IN YOUR
ANSWERS
TO THESE QUESTIONS.
TO UNDERSTAND HOW AND WHEN
YOUR INFORMATION MAY BE SHARED,
YOU CAN READ THE PRIVACY ACT
STATEMENT ON OUR WEBSITE,
CONSUMERFINANCE.GOV.
THE CFPB CANNOT ACT AS A COURT OF
LAW
OR AS A LAWYER ON YOUR BEHALF, AND
WE
CANNOT GIVE YOU LEGAL OR FINANCIAL
ADVICE.
Do you understand those statements?
•
YES: Great, thanks for being so patient
with those statements. Let’s continue.
•
Collect any contact information for
the consumer that you don't
already have: name, address,
phone #, and email.
•
•
Go to the Select product for
complaint conversation flow
NO: What was unclear? (Clarify as
necessary for consumer.)
Complaint Form Complaint Form
(If the caller has not already provided their
mailing address, ask) May I please have your
mailing address?
•
You should receive the complaint form
within 7-10 business days.
•
If you want to mail additional
documentation with your complaint
form, please be sure to use copies
because we won’t be able to return any
originals.
•
Once your complaint is submitted you
will not be able to provide additional
documents.
•
After we receive your complaint, we will
send you confirmation that includes
your complaint number and information
about your complaint.
•
If a consumer
wants a paper
complaint mailed
to them:
1.
In the case,
open the
Feed view.
2.
Click
"Create A
Task."
3.
Select
"Paper
Feedback
Form
Requested."
4.
Add the
subject
“Paper
Complaint
Form
Request”
5.
Add a
comment
indicating
the
consumer
needs a
paper
complaint
form sent.
6.
Assign the
task to the
Thank you for calling the CFPB, you
can always find more information online,
at consumerfinance.gov.
Click to go to the Closing conversation flow
If the consumer just wants to send in their own
complaint materials – without getting the
complaint form, Click here
appropriate
person.
Mail/Fax
In your complaint letter, please be sure to
Complaint Letter include the following so we have enough
information to submit your complaint:
•
Your name, mailing address, phone
number, and email address, if you have
one.
•
The company’s name and mailing
address.
•
Your account number.
•
The details of what happened, including
any communication you had with the
company.
•
How you want the company to resolve
your problem.
MAILING ADDRESS:
Consumer Financial Protection Bureau
PO Box 2900
Clinton, IA 52733-2900
FAX #: (855) 237-2392
•
If you want to mail additional
documentation with your complaint
letter, please be sure to use copies
because we won’t be able to return any
originals.
•
Once your complaint is submitted you
will not be able to provide additional
documents.
•
After we receive your complaint, we will
send you confirmation that includes
your complaint number and information
about your complaint.
Thank you for calling the CFPB, you can always
find more information online, at
consumerfinance.gov. Click to go to the Closing
conversation flow
Online
Complaint
To submit a complaint online:
•
Would you like some help finding the
complaint form?
•
YES: Go to consumerfinance.gov
•
Click the “Submit a Complaint” link
at the top of the page, on the right
and follow the steps online.
As a quick tip, you will not need to
log into anything to submit your
complaint. Click to go to
the Closing conversation flow
NO: Thank you for calling the
CFPB, you can always find more
information online, at
consumerfinance.gov. Click to go
to the Closing conversation flow
•
•
Whistleblower
•
Since you are reporting something you
observed while working at a financial
company, I wanted to let you know that
whistleblower information and law
enforcement tips are different from
consumer complaints.
•
Our consumer complaint process is
available if you have a problem with a
financial service or product and need a
response from the company.
•
If you do not want us to send the
information you have to the company so
you can get a response from them, or if
you wish to remain anonymous, I can
give you information about where to
TIP: These
definitions and
instructions need to
be read to the
consumer slowly.
Make sure the
consumer
understands.
TIP: Refer to
the CFPB
whistleblower
guidance job aid.
submit whistleblower information or a
law enforcement tip.
•
Do you have whistleblower
information or a law
enforcement tip you wish to
report?
•
YES: You can send an
email with the
information you wish to
report
to Whistleblower@cfpb.
gov. If you prefer to
remain anonymous, you
can call the
Whistleblower Hotline at
(855) 695-7974. Go
to Closing conversation
flow
•
NO: Do you have a
complaint about a
financial product or
service, and need a
response from the
company?
•
YES: Go to
“Setting
Expectations”
section.
•
NO: How can I
assist you
today?
Calling About an Do you have the complaint number? YES or NO
Existing
• YES: What is that number? Once you
Complaint
have verified complaint number, Go to
“ID Verification” section
•
NO: We need your complaint number to
verify your identity. I can send it to you
by email or regular mail, you can call us
back when you have it, or you can start
a new complaint. Which would you
prefer? Email or mail the complaint
number or Call us back or start a new
complaint
ID Verification
•
Email or mail the complaint
#:Follow the process in your
desk side aid for "Caller Does
Not Know Complaint ID"
•
Call us back: Great, you can
reach us at (855) 411-2372 from
8-8 Eastern Time Monday
through Friday.
•
Start a new complaint: Go
to Setting Expectations
I need to ask a few questions to verify your
identity.
•
Verify consumer’s first and last name
•
Verify at least two of the following:
•
•
Consumer’s email address
•
Consumer’s address
•
Consumer’s phone number
Once you’ve verified a consumer’s ID,
go to Existing complaint status
conversation flow
How to verify a
contact Job Aid
IMPORTANT: Cons
umer has two tries
to verify these
pieces of
information.
CAN’T VERIFY
AFTER 2
TRIES? Go
to Unable to verify
caller’s ID
conversation flow
Interstate land sales conversation flow
Trigger
Conversational Cues
Caller is:
•
•
•
Requesting a
document (for
example, a
filing with a
particular
development)
A land dealer
or attorney
who wants to
register an
Interstate
Land Sale
A consumer
calling with a
complaint
about an
Interstate
Land Sale
•
For those requests, please contact our Interstate
Land Sales program office directly. I have their
email address and phone number. Let me know
when you have something to write with:
EMAIL: [email protected]
PHONE: (202) 435-7800
IRA questions conversation flow
Trigger
Consum
er is
calling
about an
individual
retireme
nt
account
(IRA)
held
(administ
ered) by
a bank
Conversational Cues
•
I understand you are calling
about an individual retirement
account, or IRA, which is
administered by .
Is that right?
o
YES: Great. Can you
tell me a little more
about why you are
calling? Determine
whether the consumer
has a question or a
complaint.
•
•
o
QUESTION: G
o to
section “Consu
mer is calling
with a question
about an
IRA” below.
COMPLAINT:
Proceed
to Complaint
section below.
NO: Sorry I
misunderstood. Can
you tell me a little more
about your situation?
COMPLAINT
•
Consum
What is the account number
associated with this account?
If the consumer is concerned about
Resources and Additional
Information
If the consumer has a complaint,
remember to collect the
following information:
•
Has the consumer
contacted the company
directly?
•
Has the consumer hired an
attorney?
•
Has the consumer filed a
legal action?
•
Has the consumer
contacted another
government agency about
this problem?
•
What do they think would
be a fair resolution?
er has a
complain
t about
an IRA
held by a
bank
Consum
er is
providing account information: “We
ask for this information so that the
company can identify the correct
account and respond to your
complaint.”
•
Is your address on file with
the same as
the address you gave me (or
the address you gave when you
submitted your complaint)?
o
YES: Proceed
o
NO: Can you please
give me the billing
address you have on
file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
•
Okay, let me give you some
information that might help
you. If necessary, get more
information from the consumer
about their specific situation.
Search the Knowledge Base to
find information to help the
consumer.
•
Now that you’ve submitted a
complaint, is there anything
else I can help you with?
•
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow
I understand you are calling
about an individual retirement
Searchable database of brokers
and dealers FINRA
calling
about an
IRA
administ
ered by a
broker or
brokerdealer
(for
example,
E*Trade,
Charles
Schwab,
TD
Ameritra
de)
account, or IRA, which is
administered by . Is that right?
•
Consum
er is
calling
about an
IRA
administ
ered by a
mutual
fund
company
(for
example,
Fidelity,
•
o
YES: Okay. The CFPB
isn’t able to take
complaints
about because they
are regulated by
another agency called
the Financial Industry
Regulatory Authority, or
FINRA. You can get
more information and
file a complaint at their
website www.finra.org.
o
NO: Sorry I
misunderstood. Can
you tell me a little more
about your situation?
regulates: https://brokercheck.finra.
org/
Is there anything else I can help
you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow
I understand you are calling
about an individual retirement
account, or IRA, which is
administered by . Is that right?
o
YES: Okay. The CFPB
isn’t able to take
complaints
about because they
are regulated by
Alphabetical listing of mutual fund
companies: http://www.marketwatc
h.com/tools/mutualfund/list?firstLetter=A
Vanguar
d, or T.
Rowe
Price)
another agency called
the Securities and
Exchange Commission,
or SEC. Would you like
their phone number?
o
•
Consum
er is
calling
with
question
s about
how an
IRA
works
•
•
•
YES: Great, it’s
800-732-0330
•
NO: Proceed
NO: Sorry I
misunderstood. Can
you tell me a little more
about your situation?
Is there anything else I can help
you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow
I understand you are calling
about . Is
that right?
o YES: Okay. Actually for
questions like that,
you’ll need to contact
the Internal Revenue
Service (the IRS).
Would you like their
phone number?
• YES: Great, it’s
800-829-1040.
• NO: Proceed
o NO: Sorry I
misunderstood. Can
you tell me a little more
about your situation?
Is there anything else I can help
you with?
o YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow
Jobs at CFPB conversation flow
Trigger
Consumer
wants to
apply for a
job at
CFPB
Conversational Cues
•
That’s great! We’re always
looking for talented people to join
our team.
•
The best place to start is on our
website. Go
to www.consumerfinance.gov/ab
out-us/careers
•
If you have comments or
questions, go ahead and send an
email to the CFPB Human
Capital team
at [email protected]
•
Is there anything else I can help
you with?
o
YES: Great, how else
can I help today?
o
NO: Well thanks for
calling, and good luck in
your job search.
Resources and Additional
Information
www.consumerfinance.gov/aboutus/careers
Money transfers complaint conversation flow
Trigger
Finding out
more
about the
problem
Conversational Cues
•
I understand you are calling about a
problem with a money transfer.
• First, please tell me what problem
you’re having.
• Now, I’m going to ask you some
questions so I can get all the
Getting
information I need to help you submit a
more
complaint.
information
Questions
(record consumer’s answers in
to help the
the appropriate fields):
company
• Is your address on file with the same as the address you
consumer
gave me (or the address you gave
when you submitted your complaint)?
o YES: Proceed
o NO: Can you please give me
the address you have on file
with this company? Collect
Street Address, City, State,
ZIP Code and Country.
• Are you (or the person you’re calling
on behalf of) the person who sent the
money or the person who received the
money?
o SENDER: What is the name,
address, phone number and
email address of the person
you sent the money to?
o RECIPIENT: What is the
name, address, phone
number, and email address of
the person who sent the
money?
• Did the transfer take place online, in
person, by phone or by fax?
o ONLINE: What is the web site
or mobile app that you used?
o NOT ONLINE: Gather the
name, address and telephone
Resources and
Additional
Information
Remember to
collect the following
information:
• Has the
consumer
contacted the
company
directly?
• Has the
consumer
hired an
attorney?
• Has the
consumer
filed a legal
action?
• Has the
consumer
contacted
another
government
agency about
this problem?
• What do they
think would
be a fair
resolution?
Related articles
•
Money
Transfers:
International
Money
Transfer Fees
•
Money
Transfers:
Problems
After Sending
•
number of the money transfer
company
Did get the money
in person, or was it deposited directly
into account?
o IN PERSON: What is the
name and address of the
company where
picked up the
money?
o DEPOSITED
DIRECTLY: What is the
account number where the
money was deposited?
If the consumer is concerned about
providing account information: We ask for
this information so that the company can
identify the correct account and respond to
your complaint.
•
•
•
•
How much was transferred?
Is that amount in U.S. dollars or other
currency?
What was the date of the transfer?
What was the transfer ID or
transaction number?
TIP: If caller does not know what transfer ID or
transaction number is, ask them to look at the
receipt.
•
•
•
•
•
•
What date was the money supposed to
arrive?
Did it arrive on that date?
o YES: Proceed
o NO: What date did it actually
arrive?
What date did you find out about the
problem?
What is the amount of the error, if any?
Is that amount in U.S. dollars or other
currency?
That’s all the questions I have. Is there
any other information you’d like to
provide?
a Money
Transfer
•
Money
Transfers:
Sending an
International
Money
Transfer
•
Money
Transfers:
Virtual
Currency
Glossary
• Money
transfers:
terms
o
o
•
YES: Great, what else would you like
to tell me?
NO: Proceed
Now that you’ve submitted a
complaint, is there anything else I can
help you with?
o YES: What can I help you
with?
o NO: Go to Closing
Conversation Flow.
Mortgage complaint conversation flow
Trigger
Gathering
Initial
Information
Conversational Cues
•
Are you calling on behalf of yourself or a
family member or friend, or on behalf of a
mortgage-related company?
o
o
•
o
Remember to
collect the
following
information:
•
Has the
consumer
contacted
the
company
directly?
•
Has the
consumer
hired an
attorney?
•
Has the
consumer
filed a legal
action?
•
Has the
consumer
contacted
another
government
agency
about this
problem?
•
What do
they think
would be a
fair
resolution?
MORTGAGE COMPANY: Go
to Calling on Behalf of Mortgage
Company section
Are you a current or former servicemember?
o
•
SELF, FAMILY OR
FRIEND: Proceed
Resources and
Additional
Information
YES: Go to Caller is
Servicemember, Dependent or
Spouse of Servicemember section
NO: Proceed
Are you the spouse or dependent of a
current or former servicemember?
o
YES: Go to Caller is
Servicemember, Dependent or
Spouse of Servicemember section
o
NO: Go to Determining Issue
section
Call is on
Behalf of
Mortgage
Company
Caller is
Serviceme
mber,
Dependent
or Spouse
of
Serviceme
mber
•
We are not able to address questions over
the phone from companies, but we want
financial institutions, service providers, and
other entities to have the tools and
resources they need to comply with
consumer financial protection law.
•
The CFPB has developed a variety of
materials to help companies understand and
implement the rules that we issue. More
information is available here:
•
http://www.consumerfinance.gov/policycompliance/guidance/implementationguidance/
•
Thank you for calling the CFPB. Have a
great day.
•
Because of your (your
spouse's/father's/mother's) military service
you may be eligible for special benefits and
personalized assistance from the
Department of Veterans Affairs’ Home Loan
Office. Would you like to be connected to
the Department of Veterans Affairs’ Home
Loan Office?
•
•
Servicemem
ber’s status
•
Servicemem
ber’s branch
of service
•
Servicemem
ber’s rank
YES:
Provide the contact information for the
Department of Veterans Affairs’ Home Loan
Office and then cold transfer.
•
Remember to
collect the
following
information:
Thank you. I will connect you now.
Federal agency call
transfer job aid
Find the correct region and phone number
at http://www.benefits.va.gov/HOMELOANS/c
ontact_rlc_info.asp
Related article
Servicemembers:
mortgages
NO: Go to Determining Issue section
Determine
the issue
Consumer
has a
specific
complaint
•
Let’s talk a little bit more about why you
called today.
•
Which one of these statements is the best
description of your problem?
•
o
You’re not able to make payment
and are concerned about
foreclosure: Go to Consumer is
concerned about foreclosure
section.
o
You have a mortgage complaint
about a specific company: Go to
Consumer has a specific complaint
section.
o
You have general questions about
the mortgage process: Find out the
caller’s question and search the
Knowledge Base to get the answer
you need. Then go to the Closing
Conversation Flow.
o
Consumer wants CFPB to sue a
company, go toConsumer Wants
CFPB to Sue section.
Is the property address you’re calling about
the same as the address you initially
provided?
o
YES: Proceed
o
NO: Get property address
TIP: If you already
know at this point
what the
consumer’s issue is,
you don’t have to
ask again. Just
proceed as
appropriate.
•
What is the account or loan number?
If the consumer is concerned about providing
account information: We ask for this information
so that the company can identify the correct account
and respond to your complaint.
•
Please tell me about your complaint.
Take necessary complaint information and submit
complaint to the appropriate company. Once done,
go to Closing Conversation Flow.
Consumer
is
concerned
about
foreclosure
•
•
First things first: There is free foreclosure
help. If anyone tries to charge you in
advance for help or guarantees that they
can stop your foreclosure, they’re not
legitimate.
Submitting a complaint won't automatically
stop or delay a foreclosure, but we will
forward your issue to the company to get an
answer about what they're doing or going to
do about your complaint. Before taking the
consumer's complaint provide them the
information below about HUD counseling.
Remember to
collect the
following
information:
•
Has the
consumer
missed
payments?
•
Does the
mortgage
company
think the
consumer
has missed
payments
but is in
error?
•
Is there a
foreclosure
sale
scheduled?
•
What is the
date of the
foreclosure
sale?
•
Has the
INFORMATION ABOUT HUD COUNSELING:
o
o
o
If you’re behind on your mortgage, or having
a hard time making payments, we want to
get you in touch with a HUD-approved
housing counselor — they’ve been
sponsored by the U.S. Department of
Housing and Urban Development.
Your counselor can develop a tailored plan
of action for your situation and help you
work with your mortgage company.
They’re experienced in all of the available
programs and a variety of financial
situations.
o
They can help you organize your finances,
understand your mortgage options, and find
a solution that works for you.
o
You can get a list of HUD-approved
counseling agencies in your area on our
website
at http://www.consumerfinance.gov/mortgag
ehelp/.
o
You can also call HUD at (800) 569-4287.
Enter your ZIP code and they’ll refer you to
a counselor near you.
o
If consumer wants to submit a mortgage
complaint about a specific company, take
the consumer’s complaint
Now that you’ve submitted your complaint,
is there anything else I can help you with?
o
Consumer
wants
CFPB to
sue
o
YES: What can I help you with?
o
NO: Go to Closing Conversation Flow.
•
I’m sorry. I can’t help you bring a lawsuit
against a company.
•
You’ll have to contact a lawyer if you want to
sue a company.
•
You can also contact a free legal aid clinic in
your area to see if they can help you.
•
To find legal aid clinics in your area, you can
search the internet or contact a law school
near you.
•
Is there anything else I can help you with?
o
YES: What can I help you with?
o
NO: Go to Closing Conversation
Flow.
consumer
hired a
“foreclosure
defense”
company?
(Also known
as
“foreclosure
prevention”,
“foreclosure
rescue” or
“loss
mitigation”
Related article
Mortgage servicing:
foreclosure
Ombudsman referrals conversation flow
Trigger
Consum
er is not
satisfied
with
CFPB
complain
t process
Resources and Additional
Information
Conversational Cues
•
Are you a Tier II agent?
o
YES: Go to Ombudsman
referral text section
o
NO: Has the consumer
specifically requested
referral to the
Ombudsman Office?
YES: Go
to Ombudsman
referral
text section
NO: Follow the
approved
escalation
process before a
consumer is
referred to the
Ombudsman’s
office. Ombudsm
an referrals are
only done by a
Tier 2 consumer
guide or anyone
handling
escalations (e.g.
supervisor,
quality
assurance).
CFPB Ombudsman FAQs:
http://www.consumerfinance.gov/cf
pb-ombudsman/ombudsman-faqs/
Consumers are referred to the
Ombudsman for the following
reasons:
•
Consumer Resource
Center escalation attempts
have not addressed the
consumer’s concerns
•
Consumer is dissatisfied
with CFPB policies,
procedures, or processes
•
Consumer dissatisfied with
service received during a
Consumer Resource
Center interaction (phone
or correspondence)
•
Consumers have already
provided feedback about
the complaint
process through Tell Your
Story
Tell Your Story
•
Tell Your Story should be
provided when consumers
have feedback about the
complaint process
•
Can be provided in addition
to referring to the
Trigger
Resources and Additional
Information
Conversational Cues
Ombudsman’s office
•
Tell Your Story
Conversation Flow
Things the Ombudsman does not
do:
•
Address matters already in
litigation
•
Delay any statutory,
regulatory, or other CFPB
deadlines
•
Make decisions or legal
determinations for the
CFPB
•
Serve as a formal office of
legal notice for the CFPB
•
Address internal human
resources matters
•
Advocate for or provide
consumer’s desired
resolution with their
company
•
Address private student
loan-related
matters: TIP: The CFPB
Ombudsman is different
from the CFPB Private
Education Loan
Ombudsman. If
appropriate, refer
consumers to the following
page to learn more about
the CFPB Private Student
Trigger
Conversational Cues
Resources and Additional
Information
Loan Ombudsman’s
work: https://www.consume
rfinance.gov/students/
CFPB Ombudsman office referral
job aid
Ombuds
man
referral
text
(The following text must be read to the
consumer verbatim) BEFORE I
TRANSFER YOU TO THE
OMBUDSMAN’S OFFICE THERE ARE
A FEW THINGS THAT I NEED TO
INFORM YOU OF:
•
THE OMBUDSMAN’S OFFICE
ADVOCATES FOR A FAIR
PROCESS AND DOES NOT
TAKE THE SIDE OF THE
CONSUMER, FINANCIAL
INSTITUTION OR THE CFPB.
THEY CAN REVIEW YOUR
COMPLAINT IN ORDER TO
DETERMINE WHETHER THE
CFPB FOLLOWED ITS
INTERNAL PROCEDURES
CORRECTLY.
•
THE OMBUDSMAN IS NOT AN
APPEALS PROCESS. ITS
CONCERN IS WHETHER CFPB
HANDLED YOUR COMPLAINT
CORRECTLY. CURRENTLY
THE OMBUDSMAN’S OFFICE
IS A SMALL TEAM. WHEN YOU
CALL YOU WILL EITHER
REACH A TEAM MEMBER OR
BE GIVEN THE OPPORTUNITY
TO LEAVE A VOICE MAIL.
•
SOMEONE WILL RESPOND TO
IMPORTANT: Text RED AND ALL
CAPS must be read word-for-word.
IMPORTANT: Check the CFPB
Ombudsman office referral job
aid and make sure you refer the
caller to the correct office.
Trigger
Conversational Cues
YOU AS SOON AS POSSIBLE
VIA TELEPHONE OR EMAIL.
•
IN ORDER TO PROTECT
YOUR PRIVACY, THE
OMBUDSMAN WILL NOT
LEAVE A VOICEMAIL
MESSAGE ON AN
UNIDENTIFIED VOICEMAIL
UNLESS THEY ARE TOLD IT IS
OKAY TO DO SO.
•
FOR CONFIDENTIALITY
REASONS, THE
OMBUDSMAN’S NOTES ARE
NOT PROVIDED TO THE
CFPB. BECAUSE THE
OMBUDSMAN’S NOTES ARE
ONLY VISIBLE TO THEIR
STAFF, YOU WILL HAVE TO
WORK DIRECTLY WITH THE
OMBUDSMAN’S OFFICE. THE
OMBUDSMAN IS
INDEPENDENT FROM THE
OTHER PARTS OF THE CFPB.
•
YOU MAY EMAIL THE
OMBUDSMAN
AT CFPBOMBUDSMAN@CFPB
.GOV IF YOU PREFER.
(End of text that must be read verbatim)
Consum
er is
calling to
check
status of
a case
already
•
Have you gotten a call back from
the Ombudsman’s office?
o
YES: Because the
Ombudsman’s office is
independent of the rest
of the CFPB, we don’t
Resources and Additional
Information
Trigger
referred
to
Ombuds
man
Conversational Cues
have access to their
notes. You’ll need to
contact the
Ombudsman’s office
directly. Would you like
me to transfer you?
YES: Please
hold on while I
transfer
you. Cold
transfer using
the Federal
agency call
transfer job aid.
NO: Ok. Let me
give you their
contact
information in
case you want to
call them
directly. Check
the Ombudsman
contact
information and
make sure you
refer the caller to
the correct
office. Is there
anything else I
can help you
with today?
•
YES: Ho
w else
can I
help?
•
NO: Tha
nk you
for
Resources and Additional
Information
Trigger
Conversational Cues
calling
the
CFPB.
o
NO: I’m sorry you
haven’t heard from the
Ombudsman’s office.
They might have
responded to you by
email, and it’s possible
that it went into your
spam folder. Please
check your email and
spam or junk folder. You
can also try get in
contact with the
Ombudsman’s office via
phone; would you like
me to transfer you to
their office?
•
YES: Please
hold on while I
transfer
you. Cold
transfer by using
the Federal
agency call
transfer job aid.
•
NO: Ok. Let me
give you their
contact
information in
case you want to
call them
directly. Check
the Ombudsman
contact
information and
make sure you
refer the caller to
Resources and Additional
Information
Trigger
Conversational Cues
the correct
office. Is there
anything else I
can help you
with today?
•
YES: Ho
w else
can I
help?
•
NO: Tha
nk you
for
calling
the
CFPB.
Resources and Additional
Information
Other financial services complaint conversation flow
Trigger
Finding out
more about
the problem
Conversational Cues
•
•
•
I understand you are calling
about a problem with .
Can you tell me a little more
about the problem you are
having?
What is the account number
associated with this account?
If the consumer is concerned about
providing account information: We
ask for this information so that the
company can identify the correct account
and respond to your complaint.
•
•
Is your address on file with
the same as
the address you provided me (or
the address you provided when
you submitted your complaint)?
o
YES: Proceed
o
NO: Can you please
provide me the billing
address you have on file
with this
company? (Collect Street
Address, City, State, ZIP
Code and Country.)
Okay, let me give you some
information that might help you. If
necessary, get more information
from the consumer about their
specific situation. Search
Knowledge to find information to
Resources and Additional
Information
Remember to collect the
following information:
•
Has the consumer
contacted the
company directly?
•
Has the consumer
hired an attorney?
•
Has the consumer filed
a legal action?
•
Has the consumer
contacted another
government agency
about this problem?
•
What do they think
would be a fair
resolution?
help the consumer.
•
Now that you’ve submitted a
complaint, is there anything else I
can help you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow.
Out of scope conversation flow
Trigger
The Issue is Not in
CFPB’s Scope
Conversational Cues
•
•
Check
the knowledgebase
o
YES: Proceed
o
NO: Ok, can you help me to
better understand the problem
you’re having?
Is there information in Knowledge that
can help the consumer? (See list of
links to the right.)
•
YES: Search knowledge base to
help consumer
•
NO: Proceed
•
OK, I understand. Actually, the issue
you’re having is not handled by the
CFPB. I’m sorry I can’t help you myself.
•
But the good news is, I know who can
help you with your issue. Give name of
agency or organization that can help.
•
I have their contact information right
here. Do you have a pen handy? Job
aid:List of government agencies
•
After giving information: I apologize that
you have to make another phone call, I
know that’s frustrating. But I’m glad I
was able to get you a step closer to
getting your problem solved.
Give the consumer
another option
Thank the
consumer for being
patient
Just to confirm, it sounds like your
primary issue is . Is that right?
•
Thanks for being so patient, and thanks
for calling the CFPB.
Resources and
Additional Information
Job aid: Consumer
action handbook quick
reference for out-ofscope inquiries and
complaints
TIP: If consumers want
to know more about how
the CFPB can help them,
refer to the General
Questions about the
CFPB FAQ.
To guide the consumer
to the Action
Handbook:
•
Go
to usa.gov/handb
ook
•
This page will
give you the
option of ordering
a copy of the
handbook
however you can
conveniently
view the
document in PDF
format on your
computer by
clicking the link.
Knowledge articles
about fraud, scams,
and identity theft
•
Fraud, scams
and identity theft:
bank accounts
and services
scams
Can’t find an
answer
Can’t find anything in the Consumer
Handbook or Knowledge?
•
I’m sorry I can’t find any information to
help you with this question. Because
this isn’t a situation the CFPB handles,
•
Fraud, scams
and identity theft:
computer and
internet scams
•
Fraud, scams
and identity theft:
credit reporting
scams
•
Fraud, scams
and identify theft:
debt collection
scams
•
Fraud, scams
and identity theft:
elder financial
exploitation
•
Fraud, scams
and identity theft:
money transfer
scams
•
Fraud, scams
and identity theft:
mortgage scams
•
Fraud, scams
and identity theft:
responding to
common
consumer scams
I’m not an expert in this situation.
•
I suggest you go
to usa.gov/handbook and see if you can
find the information you need.
•
You can also consult a lawyer or contact
a free legal aid clinic. Would you like
information on how to find a lawyer or
legal aid clinic?
o
YES: OK, for more information,
please go to www.lsc.gov.
That's the website of the Legal
Services Corporation. They
have more information on
finding low-cost legal
services. Go to Closing
conversation flow.
o
NO: Is there anything else I can
help you with today?
•
YES: What else can I
help you with?
•
NO: Go to Closing
Conversation Flow.
Payday loan complaint conversation flow
Trigger
Finding
out more
about the
problem
Conversational Cues
•
I understand you are calling
about a problem with a payday
loan.
•
First, please tell me what
problem you’re having.
•
Now, I’m going to ask you some
questions so I can get all the
information I need to help you
submit a complaint.
Questions (record consumer’s
answers in the appropriate fields):
•
Is your address on file with
the same as
the address you gave me (or the
address you gave when you
submitted your complaint)?
o
Resources and Additional
Information
Remember to collect the
following information:
•
Has the consumer
contacted the
company directly?
•
Has the consumer
hired an attorney?
•
Has the consumer
filed a legal action?
•
Has the consumer
contacted another
government agency
about this problem?
•
What do they think
would be a fair
resolution?
YES: Proceed
Related articles
o
•
NO: Can you please
give me the address you
have on file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
Did you get the loan online or in
person? (If customer applied
online but picked the money up
in person, use “in person”.)
o
ONLINE: What is the
website you used?
o
IN PERSON: What state
is the store located in?
•
Payday loans: getting
a payday loan
•
Payday Loans:
Getting a Payday
Loan Online
•
Payday Loans:
Repaying a Payday
Loan
Glossary
•
Payday Loans: Terms
(Laws vary by state.)
•
•
That’s all the questions I have.
Is there any other information
you’d like to provide?
o
YES: Great, what else
would you like to tell
me?
o
NO: Proceed
Now that you’ve submitted a
complaint, is there anything else
I can help you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow.
(Physical) Product complaint conversation flow
Trigger
Consumer
wants to
submit a
complaint
about a
defective
product
Conversational Cues
•
I understand the situation
you’re facing is frustrating
and I’m happy to give you
some information that
might help you.
•
But the CFPB doesn’t take
complaints about defective
products you’ve purchased.
We take complaints about
financial products - like
loans and credit cards.
•
If you bought the item with a
credit card, you can call your
credit card company and
see if they offer a warranty
on purchases.
•
You can also contact the
Consumer Product Safety
Commission and the Better
Business Bureau.
•
Would you like help
contacting either of them?
o
YES: I’m happy to
help. You can report
an unsafe product to
the Consumer
Product Safety
Commission at their
website. Here’s how:
1.
Go
to www.safe
rproducts.go
v
Resources and Additional
Information
Better Business Bureau
website: www.bbb.org
Consumer Product Safety
Commission: https://www.saferpro
ducts.gov/CPSRMSPublic/Incident
s/ReportIncident.aspx
o
2.
Click the
“Report an
Unsafe
Product” tab.
3.
You can
also file a
complaint
with the
Better
Business
Bureau at
their
website, ww
w.bbb.org.
NO: Is there
anything else I can
help you with today?
•
YES: Great,
how else
can I help
today?
•
NO: Go
to Closing
Conversatio
n Flow
Prepaid card complaint conversation flow
Trigger
Finding
out more
about the
problem
Resources and
Additional
Information
Conversational Cues
•
I understand you are calling about a
problem with a prepaid card.
•
Is the problem with an electronic
benefits card?
•
YES: Go to Electronic Benefit
Card section.
•
NO: Proceed
•
Can you tell me a little more about the
problem you are having?
•
What is the account number associated
with this account?
If the consumer is concerned about
providing account information: We ask for
this information so that the company can
identify the correct account and respond to your
complaint.
•
•
Is your address on file with the same as the address you
gave me (or the address you gave
when you submitted your complaint)?
o
YES: Proceed
o
NO: Can you please give me
the billing address you have on
file with this company? (Collect
Street Address, City, State, ZIP
Code and Country.)
OK, let me give you some information
Remember to collect
the following
information:
•
Has the
consumer
contacted the
company
directly?
•
Has the
consumer
hired an
attorney?
•
Has the
consumer filed
a legal action?
•
Has the
consumer
contacted
another
government
agency about
this problem?
•
What do they
think would be
a fair
resolution?
Related Articles
•
Prepaid
Cards: Credit
that might help you. If necessary, get
more information from the consumer
about their specific situation. Search
the Knowledge Base to find information
to help the consumer.
•
Now that you’ve submitted a complaint,
is there anything else I can help you
with?
o
YES: What can I help you with?
o
NO: Go to Closing
Conversation Flow.
Reporting on
Prepaid Cards
•
Prepaid
Cards: Getting
a Prepaid
Card
•
Prepaid
Cards: Lost,
Stolen, or
Unauthorized
Charges on
Prepaid Cards
•
Prepaid
Cards:
Prepaid Card
Fees
•
Prepaid
Cards:
Reloading
Prepaid Cards
•
Prepaid
Cards: Using
a Prepaid
Card
Glossary
•
Electronic
Benefit
Card
•
I understand you are calling with a
complaint about your Electronic
Benefits Transfer or EBT card.
•
I’m happy to help you. I can take your
complaint and forward it to the
appropriate company or state agency.
•
Collect complaint information from
caller.
Prepaid
Cards: Terms
•
Is there anything else I can help you
with today?
•
YES: Great, how can I help
you?
•
NO: Go to Closing
Conversation Flow.
Redirect consumer to money transfer company conversation flow
Trigger
Consumer is
calling about a
money transfer
but should have
called the
money transfer
company
Conversational Cues
•
Hi, thank you for calling.
•
I understand you have a question
about your money transfer.
•
For questions like this, you’ll actually
need to call the money transfer
company directly.
•
Would you like their contact
information?
o
YES: Refer to the List of
money transfer company
contact information
(PDF) Job Aid and provide
the consumer with the
relevant information.
o
NO: Ok, thanks for calling
the CFPB and have a great
day.
Resources and
Additional
Information
Job aid: List of
money transfer
company contact
information (PDF)
Conversation
flow: Money
transfers
complaint
conversation flow
Regulatory specific questions conversation flow
Trigger
Conversational Cues
Consumers
• I understand you are calling
about . Is
who are
calling for
that correct?
regulatory
YES: THE CFPB CAN’T GIVE LEGAL
specific
questions
ADVICE, SO YOU MAY WANT TO
or
interpretations CONTACT A PRIVATE ATTORNEY OR
YOUR LOCAL
LEGAL AID OFFICE FOR FREE OR LOWCOST LEGAL RESOURCES. YOU CAN
SEARCH FOR LEGAL AID NEAR YOU BY
VISITING THE LEGAL SERVICE
CORPORATION WEBSITE AT
WWW.LSC.GOV AND SEARCHING FOR
YOUR CITY, STATE, OR ZIP CODE IN THE
“FIND LEGAL AID” PORTION OF THE
WEBSITE.
FOR GENERAL INFORMATION, THE “ASK
CFPB” TOOL ON OUR WEBSITE
PROVIDES ANSWERS TO COMMONLY
ASKED QUESTIONS ABOUT A RANGE OF
FINANCIAL PRODUCTS AND SERVICES.
Resources and
Additional
Information
Text in RED ALL
CAPS must be read
word-for-word
YOU CAN ACCESS THIS TOOL BY GOING
TO www.consumerfinance.gov/askcfpb.
o Is there anything else I can help you
with?
• YES: What else can I help you
with?
• NO: Go to Closing Conversation
Flow.
o NO: Please tell me a little more so I can
better understand your question.
Company
representative
calls with a
regulationrelated
question
The CFPB has developed a variety of materials to
help companies understand and implement the
rules that we issue. More information is available
at the following website. Let me know when you
have something to write with, it’s quite a long
address:
•
http://www.consumerfinance.gov/policycompliance/guidance/implementationguidance/
Select product for complaint conversation flow
Trigger
Conversational Cues
Find out
what
product or
products
the
consumer
is calling
about
NOTE: If a consumer wants to submit a
complaint about several different companies or
products, create an individual complaint for each
product, issue and company. The CFPB sends
each complaint to the company the consumer
names for a response.
Find out
who the
consumer
is calling
about
•
•
Just to confirm, you’re calling about a
problem with , is that
right?
Are you calling on your own behalf or on
behalf of someone else?
o
o
o
YOURSELF: Go to conversation
flow for the appropriate topic. See
the A-Z Conversation Flow Index.
SOMEONE ELSE (ISSUE NOT
DEBT COLLECTION): What is
your relationship to the person
who is making the
complaint? Collect, then proceed
to appropriate topic. See the A-Z
Conversation Flow Index.
•
Family member
•
Friend
•
Attorney
•
Government employee
•
Advocate
•
Housing counselor
•
Other
SOMEONE ELSE (ISSUE IS
Resources and
Additional Information
TIP: The product and
service categories are:
•
Auto Loans
•
Bank accounts
and services
•
Credit cards
•
Credit reports
and scores
•
Debt collection
•
Debt settlement
•
Fraud, scams
and identity theft
•
Money transfers
•
Mortgages
•
Payday loans
•
Prepaid cards
•
Student loans
DEBT COLLECTION): To protect
your privacy, we can only take
debt collection complaints by
phone if you are calling on your
own behalf. I’d be happy to mail
you a debt collection complaint.
Make sure that both you and the
other person sign the form before
returning it to us. Go to "Paper
Complaint" section of Intake
conversation flow.
Student loan complaint conversation flow
Trigger
Determining
loan type
Conversational Cues
•
Are you calling about a federal
student loan or a private
student loan?
•
FEDERAL: Go to Federal
Student Loan section
•
PRIVATE: Go to Private
Student Loan section
•
NOT SURE: If the consumer
doesn’t know what kind of loan
they have, ask them to look at
their most recent bill and see
what it says on the top.
Resources and
Additional Information
Federal Loan Types:
•
Stafford
•
Direct
•
Consolidation
•
PLUS
•
Grad PLUS
•
Perkins
•
Loans made for
health professions
education
•
Federal Family
Education Loan
Program (FFELP)
Remember to collect the
following information:
•
Has the consumer
contacted the
company directly?
•
Has the consumer
hired an attorney?
•
Has the consumer
filed a legal action?
•
Has the consumer
contacted another
government agency
about this problem?
•
Federal
Student
Loan
•
•
Is your address on file with the
Department of Education the
same as the address you gave
me (or the address you gave
when you submitted your
complaint)?
o
YES: Proceed
o
NO: Can you please
give me the billing
address you have on
file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
Which statement best describes
your situation?
o
o
•
You are having
problems with your loan
company when
managing your federal
student loan and
making
payments:Proceed
You having problems
with financial aid
eligibility or with
receiving your federal
student loan money: Go
to Referral to
Department of
Education section.
OK, let me give you some
information that might help
you. If necessary, get more
What do they think
would be a fair
resolution?
Remember to request the
following information:
•
College or
university
consumer attended
•
Account number or
Social Security
Number associated
with account
Related articles
•
•
•
•
•
•
Student Loans:
Cancelling a
Student Loan
Student Loans: Cosigning a Student
Loan
Student Loans:
Getting a Student
Loan
Student Loans:
Public Service
Loan Forgiveness
(PSLF)
Student Loans:
Repaying a Federal
Student Loan
Student Loans:
Submitting Student
Loan Payments
If the consumer is
concerned about
providing account
information: We ask for
this information so that the
information from the consumer
about their specific situation.
Search Knowledge to find
information to help the
consumer.
•
Private
Student
Loan
•
•
•
company can identify the
correct account and
respond to your complaint.
Now that you’ve submitted a
complaint, is there anything
else I can help you with?
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow.
Is your address on file with
the same as
the address you gave me (or
the address you gave when you
submitted your complaint)?
o
YES: Proceed
o
NO: Can you please
give me the billing
address you have on
file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
OK, let me give you some
information that might help
you. If necessary, get more
information from the consumer
about their specific situation.
Search Knowledge to find
information to help the
consumer.
Now that you’ve submitted a
complaint, is there anything
else I can help you with?
Related articles
•
•
•
•
•
Student Loans:
Cancelling a
Student Loan
Student Loans: Cosigning a Student
Loan
Student Loans:
Getting a Student
Loan
Student Loans:
Repaying a Private
Student Loan
Student Loans:
Submitting Student
Loan Payments
Remember to collect the
following information:
•
College or
university
consumer attended
•
Account number
and/or Social
Security Number
Referral to
Department
of Education
o
YES: What can I help
you with?
o
NO: Go to Closing
Conversation Flow.
•
Right now, the CFPB takes
complaints about problems with
your loan company when
managing your loan or making
payments.
•
Since your loan is a federal
loan and your issue is about
financial aid eligibility or about
receiving your federal student
loan money, I’ll need to connect
you with the Department of
Education for assistance.
•
I’m sorry for the extra step, but
the Department of Education is
the best agency to help you
with your issue.
•
Before I transfer you, is there
anything else I can help you
with?
o
YES: What can I help
you with?
o
NO: Thank you for
calling the CFPB.
associated with
account
If the consumer is
concerned about
providing account
information: “Your
account number helps the
company to identify your
account and respond to
your complaint. The more
information you provide,
the easier it will be to
review and process the
complaint.”
Department of Education
Contact Information:
Department of Education
Federal Student Aid
Ombudsman:
http://studentaid.ed.gov
1 (877) 557-2575
IMPORTANT: Call must be
a cold transfer.
Federal agency call
transfer job aid
Please hold on while I
transfer your call.
Tell Your Story Conversation Flow
Trigger
Consum
er is
calling
with
question
s about
how Tell
Your
Story
works
Conversational Cues
•
The Tell Your Story page on our
website gives you a chance to
share your story, good or bad,
about your experience with a
consumer financial product or
service.
•
We read your story to inform our
work to protect consumers and
create a fairer marketplace.
•
Your story will also help others.
Stories give us insight into what’s
happening in the financial world
and how it’s affecting you. They
help us see trends and work to
head off problems. But we never
share your story with the public
without your permission.
•
You can also use Tell Your Story to
share your experiences with the
Consumer Financial Protection
Bureau.
•
You can Tell Your Story by
visiting https://www.consumerfinan
ce.gov/your-story/
•
If the consumer is not satisfied with
the TYS process, escalate to Tier 2
for an Ombudsman referral.
See Supervisor escalation (Tier 2
to Supervisor) job aid.
Resources and Additional
Information
IMPORTANT: Tell Your Story
cases should be set to "New."
https://www.consumerfinance.go
v/your-story/
TIP: Submitting a story through
Tell Your Story is different than
submitting a complaint. Stories
are not sent to companies for
response or published in the
public Consumer Complaint
Database. If a consumer wishes
to submit a complaint instead, go
to the Intake conversation flow.
TIP: When consumers submit a
story themselves online, they
can agree to allow the CFPB to
share their story with the public.
They will need to agree to the
following statement or else we
will not publish their story:
"I give permission to the CFPB to
share my story with the public
and with representatives of the
media so that others may learn
from my experience. I
understand that the CFPB will
take steps to remove my
personal information from this
description before sharing. I
understand that this form is not
for complaints and my story will
not be published on the public
Consumer Complaint Database
on consumerfinance.gov."
NOTE: Consumer guides can’t
give permission for a story to be
published.
Unable to verify caller’s ID conversation flow
Note: Refer to the How to verify a contact job aid for the steps to verify a caller’s
identity.
Trigger
Consumer is not
included in their own
complaint/Consumer
has not provided
correct information
after two chances
Conversational Cues
Resources and
Additional Information
The information you’re providing me doesn’t match
Sometimes, when a
the information we have on file. To protect everyone’s consumer submits “On Behalf
privacy, I can’t continue at this point.
of Someone Else” the
consumer listed on the
complaint doesn’t get added
I am sorry I can’t help you with this complaint right
as an authorized user on the
now. However, if you believe you should be listed as complaint.
an authorized contact in this complaint, you have a
couple of different options.
Example: Jane Doe
(Wife) submitted a complaint
1. First, you can contact the person you
online on behalf of her
believe to be the primary consumer on file
husband, John Doe.
and have them call in to add you as
authorized related contact;
Because the system does not
recognize “On behalf of” as a
2. Second, you can submit a new complaint
contact, we cannot verify
with the most up-to-date contact information.
the caller within the existing
What would you like to do?
complaint.
•
•
Contact the primary consumer: Ok,
please ask them to call us and ask to add
you to this complaint. Thanks for calling the
CFPB.
Start a new complaint: Ok, I’m happy to
help with that. Go to Intake conversation
flow
The caller has two options:
1. Have the Primary
consumer call in to add them
to the complaint. (Remember
that we CANNOT provide the
Primary consumer’s name.)
Or
2. Submit a new complaint
with their most up-to-date
contact information
There is not enough
contact information
on file to verify a
I am sorry I can’t help you with this complaint right
now. However, if you believe you should be listed as
an authorized contact in this complaint, you have a
Trigger
consumer
Conversational Cues
couple of different options.
1.
First, you can submit a new complaint with
the most up-to-date contact information.
2.
Second, you can mail or fax us the
information we need to verify your
identity. Tell the consumer what information
we need. This will depend on what
information is already on file, but the
consumer needs to submit enough
information so that we can verify their
identity. This means first and last name and
at least two additional methods to verify the
caller’s identity (e.g., phone number, email
address or mailing address). If the consumer
wants to be added as an authorized contact
we may need the primary contact verification
information to add a new authorized contact.
What would you like to do?
•
Start a new complaint: Ok, I’m happy to
help with that. Go to Intake conversation
flow
•
Mail/fax information: Ok, let me know
when you have something to write down our
mailing address/fax number:
Fax: 855-237-2392
Mailing address:
Consumer Financial Protection Bureau
PO Box 2900
Clinton, IA 52733-2900
•
Fax: Once you fax your information, please
call us back in 2-3 business days.
•
Mail: Once you mail your information,
please call us back in 8-12 business days.
•
Thanks for your patience and thanks for
calling the CFPB.
Caller is not on the list The information you’re providing me doesn’t match
Resources and
Additional Information
Trigger
of Related Contacts
Conversational Cues
the information we have on file. To protect everyone’s
privacy, I can’t continue at this point.
I am sorry I can’t help you with this complaint right
now. However, if you believe you should be listed as
an authorized contact in this complaint, you have a
couple of different options.
1.
First, you can contact the person you
believe to be the primary consumer on file
and have them call in to add you as an
related contact;
2.
Second, you can submit a new complaint
with the most up-to-date contact information.
What would you like to do?
•
Contact the primary consumer: Ok,
please ask them to call us and ask to add
you to this complaint. Thanks for calling the
CFPB.
•
Start a new complaint: Ok, I’m happy to
help with that. Go to Intake conversation
flow.
Resources and
Additional Information
Unclaimed property conversation flow
Trigger
Consumer is
calling with a
question
about
unclaimed
property
(such as an
old checking
or savings
account or
CD)
Conversational Cues
•
I understand you are calling
about an . Is that right?
o
o
•
Can’t find any
information
on
unclaimed.org
YES: Great. Let me
see if I can find
some information.
What state did you
live in when
you ? Follow steps
in column to the
right.
NO: Sorry I
misunderstood.
Can you tell me a
little more about
your situation?
Is there anything else I can
help you with?
o
YES: What can I
help you with?
o
NO: Go to Closing
Conversation Flow
•
I’m afraid I can’t find
anything in my search. I’m
sorry I’m not able to help.
•
There are several
unclaimed property
websites on the internet.
You might want to go online
Resources and Additional Information
1.
Visit www.unclaimed.org
2.
Select the correct state based on the
consumer’s information.
3.
Provide the name and contact
information of the unclaimed property
department to the consumer.
4.
Can’t find any information? Go to Can't
find any information section.
and try searching there.
•
Consumer
calling about
acquisition of
a bank where
they have
(had) an
account
•
•
•
•
Is there anything else I can
help you with?
o
YES: What can I
help you with?
o
NO: Go to Closing
Conversation Flow
I can certainly help you with
that. What is the name of
the bank you have (had) an
account with?
Great, let me look that up
for you. Hold on just a
moment.
Provide consumer with
bank contact information.
Is there anything else I can
help you with?
o YES: What can I
help you with?
o NO: Go to Closing
Conversation Flow
1.
2.
Visit https://research.fdic.gov/bankfind/
Click the name of the bank to find out
who owns it and their contact
information.
NOTE: The “FDIC Status” column will let you
know whether or not a bank is still in business.
Upset caller conversation flow
Trigger
Consumer is
“fed up” with
the process
Conversational Cues
•
What you’re going through
sounds incredibly frustrating. It
sounds like you’ve tried just
about everything.
•
But I’m glad you called because
I want to work with you to find a
solution.
•
Consumer is
covering the
same issue
over and
over or has
gone off
topic
Consumer is
resisting any
suggestions
for next
steps
Resources and Additional
Information
•
Remember to
be respectful, use the
consumer’s name and
do not raise your voice
or talk over the
consumer.
•
Use active listening, let
the consumer know you
hear and understand
them even if you can’t
solve their problem.
•
Slow down, don’t jump
to conclusions or decide
immediately that there is
nothing you can do. You
are empowered to help.
•
Don’t take it
personally. The
consumer isn’t mad at
you, they’re upset with
the situation.
•
Ask “yes” questions.
“It sounds like you’re
feeling/thinking/upset
because…is that right?”
Help the consumer
understand you are both
“on the same side.”
•
Don’t tell the consumer
to calm down.
•
Be empathetic. You
Can you think of anything that I
might be able to help you with?
I’ll do what I can to help you.
•
The situation you’re in sounds
really frustrating.
•
Let’s focus on the things I can
do to help you.
•
I think I can help you by . Does that sound
like a good next step?
•
Can you tell me what I can do to
help you?
•
I know you’re frustrated with the
process, and I’m sorry it hasn’t
seemed very helpful so far.
•
But I want you to know that I’m
trying to help you. I can’t fix
your situation for you, but I’m
here to give you information that
the CFPB has. If we can’t help
you, I might be able to put you
in touch with another agency
that can.
•
Consumer is
using
profanity or
name-calling
Consumer
makes
threats (to
his or
herself,
someone
else, or to an
agency or
organization)
don’t have to agree with
the consumer to
understand that they’re
upset and frustrated, just
like you have been at
times in your own life.
I will do everything I am able to
do to help you. Does that sound
OK to you?
•
I know that you are angry and
frustrated.
•
But if we work together, I can try
to help you. I can’t fix your
situation for you, but I can be
your research partner – I am
dedicated to helping you get
through this.
•
Does that sound OK to you?
•
If necessary use
the Procedures for terminating
abusive calls job aid.
•
I know you are upset but I have
to take any threats seriously
and report them.
•
Let’s focus on the things I can
do to help you.
•
I think I can help you by . Does that sound
like a good next step?
•
If necessary use
the Procedures for
terminating abusive
calls job aid.
•
•
Threatening call process
Crisis and suicide calls
guidance
Vehicle loan/lease complaint conversation flow
Trigger
Determine
in the issue
Conversational Cues
•
•
•
I understand you are calling
about a problem with a
.
Can you tell me a little more
about the problem you are
having?
What is the account number
associated with this account?
If the consumer is concerned about
providing account information: We
ask for this information so that the
company can identify the correct
account and respond to your
complaint.
•
•
Is your address on file with
the same
as the address you gave me
(or the address you gave
when you submitted your
complaint)?
o
YES: Proceed
o
NO: Can you please
give me the billing
address you have on
file with this
company? (Collect
Street Address, City,
State, ZIP Code and
Country.)
Okay, let me give you some
information that might help
you. If necessary, get more
information from the consumer
Resources and Additional
Information
Remember to collect the
following information:
•
Has the consumer
contacted the
company directly?
•
Has the consumer
hired an attorney?
•
Has the consumer
filed a legal action?
•
Has the consumer
contacted another
government agency
about this problem?
•
What do they think
would be a fair
resolution?
Related articles
•
Auto Loans: Cosigning an Auto Loan
•
Auto Loans: Getting
an Auto Loan
•
Auto Loans: Leasing
a Vehicle
•
Auto Loans: Making
Auto Loan Payments
•
Auto Loans:
Problems with the
Vehicle or Auto
•
about their specific situation.
Search Knowledge to find
information to help the
consumer.
•
Auto Loans:
Shopping for a
Vehicle
Now that you’ve submitted this
complaint, is there anything
else I can help you with?
•
Auto Loans: Trouble
with Vehicle
Repossession
o
o
YES: What can I help
you with?
NO: Go to Closing
Conversation Flow.
Dealer
Glossary
•
Auto Loans: Terms
Website issues conversation flow
Trigger
Consumer is
having problems
accessing
consumerfinance.
gov
Conversational Cues
•
I understand you are having trouble
accessing the CFPB website. Is that
right? Yes No
o
YES: What part of the website are
you having trouble with? Check that
part of the site. Can you reproduce
the problem/error? Yes No
•
NO: I checked and our
website is working properly. I
suggest you try the
following:
•
Clear your browser’s cache
and cookies. If you don’t
know how to do that, search
the help menu of your
browser.
•
Close your browser and then
open it and try again.
•
If you continue to have
problems, I suggest you try
using another browser or call
your Internet service
provider for help.
•
Is there anything else I can
help you with
today? Yes No
YES: Great, what
else can I help you
with?
NO: Closing
Resources
and
Additional
Information
TIP: Once
you are done
taking the
consumer’s
complaint (if
appropriate)
submit a
website issue
report using
the “Website
Issues”
section of
the Incident
report
handling:Web
site issues job
aid.
conversation flow.
•
•
•
YES: I apologize, I checked and it does look
like our website is having a temporary issue.
What I will do is submit a ticket to our web
team so they can start working on the
problem. Thank you for reporting it. Please
wait a few hours and try again.
If consumer is trying to submit a
complaint: Or if you don’t want to wait, you
can submit your complaint by phone, mail, or
fax. Would you like to submit your complaint
another way? Yes No
•
YES: Great. I can help you with that.
Go to Intake conversation flow.
•
NO: I’m sorry for the inconvenience.
Please try again in a few hours. Is
there anything else I can help you
with today? Yes No
•
YES: Great, what else can I
help you with?
•
NO: Go to Closing
conversation flow.
NO: Can you give me any more information
about the issue you’re having?
Withdraw complaint conversation flow
Trigger
Consumer
wants to cancel
a complaint they
already
submitted
Conversational Cues
•
I understand you want to withdraw
a complaint.
•
If the consumer hasn’t already
provided a reason: While you
aren’t required to provide a reason,
knowing why will help us keep
track of why complaints are being
withdrawn. Would you be willing to
provide a reason?
•
•
Choose the most appropriate
reason from the choices below and
paste it into the case notes:
•
I am the named consumer
and the complaint was
submitted without my
knowledge or permission.
•
Company requested or
required I withdraw the
complaint.
•
Issue from this complaint
was resolved after
complaint submission but
before CFPB contacted the
company.
•
Other. (If other, add further
notes to explain.)
Create an incident report and
paste the reason for the withdrawal
into the “Escalation Details” of the
incident report.
Resources and
Additional
Information
Note: Tier 1 agents
cannot withdraw
complaints.
Job aid: Incident
report handling
Tip: Withdrawing a
complaint is a
different process
from removing a
complaint from
publication. See
the How to remove
complaints from
publication job aid
for information
about that process.
•
Thank you for your request. It will
be processed.
•
Submit the Incident Report to Tier
II for processing.
| File Type | application/pdf |
| Author | Roan, Daniel |
| File Modified | 2017-09-28 |
| File Created | 2017-06-05 |