| Attachment 3- Net New Complaint Form Fields and Values |
| New fields and values are highlighted below |
| Product |
Sub-product (applies to all sub-products listed) |
Product data-driven questions |
Issue |
Sub-issues |
Other notes |
| Vehicle loan or lease |
Loan, lease |
Was the loan for a new or used vehicle? [New/Used] |
|
|
|
| Vehicle loan or lease |
Loan, lease |
|
Problem at the end of the loan or lease (title, refinancing, extending a lease) |
Problem related to refinancing |
1 of 8 sub-issues |
| Vehicle loan or lease |
Loan, lease |
|
Problem at the end of the loan or lease (title, refinancing, extending a lease) |
Problem while selling or giving up the vehicle |
1 of 8 sub-issues |
| Vehicle loan or lease |
Loan, lease |
|
Problem at the end of the loan or lease (title, refinancing, extending a lease) |
Problem when attempting to purchase vehicle at the end of the lease |
1 of 8 sub-issues |
| Vehicle loan or lease |
Loan, lease |
|
Problem at the end of the loan or lease (title, refinancing, extending a lease) |
Problem extending the lease |
1 of 8 sub-issues |
| Credit card or prepaid card |
Store credit card (can use only at specific store or chain of stores) |
|
|
|
|
| Credit card or prepaid card |
General-purpose prepaid card (can use anywhere; often sold at stores) |
Is your paycheck or government benefit payment automatically loaded onto the card (often called "direct deposit")? [yes/no] |
|
|
|
| Credit card or prepaid card |
Student prepaid card
(prepaid card that is linked to your school account or student ID that may be used to pay for books, meals or tuition) |
Is your student loan automatically loaded onto the card? [yes/no] |
|
|
|
| Credit card or prepaid card |
General-purpose prepaid card, Gift card, Payroll card, Government benefit card, Student prepaid card |
|
Trouble using the card |
Problem with a check written from your prepaid card account |
1 of 8 sub-issues |
| Checking or savings account |
Checking account, Savings account, Debit card, Other banking product or service |
|
Problem caused by your funds being low |
Non-sufficient funds and associated fees |
1 of 4 sub-issues |
| Money transfer, virtual currency, or money service |
Mobile or digital wallet |
Are you able to store an account balance on the wallet that you can add to or draw from to use for purchases or payments? [yes/no/not sure] |
|
|
|
| Debt collection |
Credit card debt, Mortgage debt, Medical debt, Payday loan debt, Auto debt, Federal student loan debt, Private student loan debt, Other debt, I do not know |
|
Took or threatened to take negative or legal action (threatened to sue, arrest you, seize property, deport you, collect exempt funds, damage your credit) |
Threatened or suggested your credit would be damaged |
1 of 8 sub-issues |