When to Contact the CFPB: A Practical Guide

When should you contact the CFPB for help?

If you’re stuck after trying to fix a money problem directly with a company, the Consumer Financial Protection Bureau (CFPB) can be an effective next step. The CFPB handles consumer complaints, enforces federal consumer financial laws, gathers data and research, and publishes guidance for consumers and financial firms (CFPB: https://www.consumerfinance.gov/about-us/). In my 15 years helping clients resolve lender and credit-reporting issues, I’ve found the CFPB is particularly useful when documentation and timelines are clear and the company isn’t responsive.

When the CFPB is the right choice

• You’ve exhausted the company’s customer-service channels (phone, written dispute, escalation) and the issue remains unresolved.
• The problem involves potential violations of federal consumer financial laws: unfair fees, deceptive loan terms, illegal debt-collection practices, or inaccurate credit reports.
• A financial company is ignoring your dispute, failing to respond in writing, or reversing a previously promised correction.
• You need the company to provide an official response or investigation because you’re preparing for legal action, credit repair, or a mortgage closing.

The CFPB is designed for individual consumers (and in some cases small businesses) to report problems with financial products and services. It’s free to use (https://www.consumerfinance.gov/complaint/) and can prompt a formal company response and public tracking of complaint outcomes.

Common situations where filing a CFPB complaint helps

• Mortgage servicing errors (misapplied payments, foreclosure mishandling, escrow problems).
• Credit-reporting mistakes that each bureau ignores or fails to correct after multiple disputes.
• Unauthorized or unexplained credit-card charges and difficulties getting refunds.
• Student loan servicer issues: misapplied payments, failure to enroll in repayment plans, or incorrect interest calculations.
• Debt collection harassment, threats, or demands for amounts you do not owe.
• Depository bank problems: frozen accounts, unexplained fees, or account-closure disputes.

For more background on what the CFPB covers, see our glossary entry on the Consumer Financial Protection Bureau (CFPB).

What the CFPB will do (and won’t do)

What they will do:

• Forward your complaint to the company and request a response. Companies generally respond through the CFPB portal (many respond within about 15 days, though complex matters can take longer) (CFPB: https://www.consumerfinance.gov/complaint/).
• Publish an anonymized version of your complaint and the company’s response on the CFPB complaint database, which creates public accountability.
• Use complaint data to guide investigations, rulemaking, and supervisory priorities.

What they won’t do:

• Serve as your lawyer or provide legal representation.
• Resolve private contract disputes on the spot (they can escalate and press companies for answers but not issue binding court judgments).
• Substitute for state consumer protection, specialized regulatory channels (e.g., FDIC issues for banks, SEC for securities), or individual legal advice.

If you need a legal ruling or damages, consider also contacting a private attorney or your state attorney general’s consumer protection division.

How to file a useful CFPB complaint (step-by-step)

1. Try the company first: Document every call, agent name, reference number, dates, and promised actions. CFPB complaints are stronger when you show you tried to resolve the issue directly.
2. Gather documents: contracts, statements, payment records, emails, screenshots, dispute letters, and any proof of incorrect charges or communications.
3. Go online: File at the CFPB’s official complaint portal: https://www.consumerfinance.gov/complaint/. You can also call the CFPB if you need help.
4. Be specific: Describe the problem, the timeline, the dollar amounts involved, and what resolution you want (refund, correction, reinstatement, or other remedy).
5. Upload evidence: Attach copies of key documents. Clear evidence shortens investigation time.
6. Note red flags: If harassment or threats are involved, mention dates and whether you’ve recorded or documented the incidents.
7. Track your complaint: The CFPB gives a tracking number and posts an anonymized summary and company response on its database.

Pro tip from my practice: include a brief chronology of events in bullet points at the top of your complaint. Busy reviewers appreciate a timeline.

What to expect after you file

• The CFPB will forward your complaint to the company and ask for a response. You’ll get email updates and can view the status in the CFPB portal.
• Many companies respond within weeks; complicated disputes (loan servicing, foreclosure, or mixed documentation issues) can take months to resolve.
• The CFPB may close a complaint with ‘company response,’ ‘closed with explanation,’ or other outcomes. If the company offers a remedy, the CFPB will note it in the public record.

If you are preparing for a mortgage closing or need an immediate fix, file early — don’t wait until a few days before a deadline.

Documentation checklist (what to upload)

• Account numbers and the company name.
• Copies of contracts, promissory notes, or loan documents.
• Statements showing disputed transactions or amounts.
• Date-stamped correspondence and written dispute letters.
• Call notes with names, dates, and reference numbers.
• Any evidence of harassment (texts, recorded calls where legal, voicemails).

Examples from practice

• Mortgage escrow: A client faced unexplained increases in escrow payments and repeated incorrect statements. After we filed a CFPB complaint with payment records and lender correspondence, the company corrected the escrow accounting and issued an adjusted statement.
• Credit reporting: Another client had an old medical collection listed incorrectly. After a CFPB complaint and attaching a proof-of-payment receipt, the credit bureau updated the file, and the client’s score improved within one reporting cycle.

These outcomes are common when complaints include clear documentation and a reasonable request for remedy.

When NOT to contact the CFPB first

• If the issue is purely informational (general questions about how credit cards work), start with educational resources. The CFPB site and other consumer education pages often answer common questions.
• If you need immediate legal relief (a temporary restraining order or injunction), contact an attorney; administrative complaints take time.

For step-by-step help disputing charges, see our guide: How to Dispute Unauthorized Charges: Step-by-Step.

Alternatives and complementary steps

• State attorney general: For state-law violations or to pursue enforcement locally.
• Federal agencies: FDIC or OCC for certain bank regulation issues, FTC for some consumer protection matters, and the Department of Education for certain student loan rules.
• Private counsel: When damages or court remedies are required.

If a company violates your consumer rights and you want to explore enforcement or legal options, our related guide can help: What to Do If a Company Violates Your Consumer Rights.

Common mistakes to avoid

• Filing without documentation: Complaints with no supporting proof are harder to resolve.
• Being vague about the desired remedy: Say whether you want a refund, correction, or specific action.
• Waiting too long: Keep records from the start; many credit or billing disputes hinge on early documentation.

FAQs (quick answers)

• Is filing a complaint free? Yes — the CFPB does not charge consumers to submit complaints (https://www.consumerfinance.gov/complaint/).
• How long will it take? Many company replies come within weeks; complicated cases can take months. Use the tracking number to check status.
• Can the CFPB force a company to pay me? The CFPB can press companies and publicize issues but cannot serve as your lawyer or issue a court judgment. For monetary damages, consider legal counsel.

Final tips from a financial strategist

• Keep a central folder (digital or paper) for every financial dispute with dated notes.
• Use succinct, factual language in complaints — avoid emotional or accusatory tone; facts drive faster responses.
• If a company promises a fix, ask for written confirmation (email or letter) and a timeline.

Disclaimer

This article is educational and not legal advice. For legal, tax, or investment decisions, consult a qualified professional. The CFPB’s official pages and complaint portal are the primary authoritative sources (https://www.consumerfinance.gov/complaint/, https://www.consumerfinance.gov/about-us/).

Sources and further reading

• Consumer Financial Protection Bureau — Complaint Portal: https://www.consumerfinance.gov/complaint/
• Consumer Financial Protection Bureau — About the CFPB: https://www.consumerfinance.gov/about-us/

Using the CFPB effectively often speeds resolution when companies stall. Document your case, be clear about the remedy you want, and use the CFPB as a formal escalation channel when customer service fails.