The CFPB Complaint Process is a valuable tool for the CFPB (or Bureau), but it has also been a lightning rod issue for companies. Consumers benefit whether they participate in the complaint process or not. Companies, on the other hand, are predictably averse to their dialog with consumers being published publicly, and therefore are not positioning themselves to realize the benefits of the CFPB Complaint Process. While the Bureau has placed the Complaint Process at the center of its operations, companies are simply responding to complaints, and not always taking advantage of what the Bureau is handing to them.
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