CONSUMER RESPONSE | AUGUST 2023
Consumer Financial
Protection Bureau
Consumer complaint form
product and issue options
This document lists the products, sub-products, issues, and sub-issues available on the consumer
complaint form beginning August 24, 2023.
Effective Date: August 24, 2023
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS II TABLE OF CONTENTS
Auto debt ................................................................................................................... 13
Credit card debt ........................................................................................................ 13
Federal student loan debt ....................................................................................... 13
Medical debt ............................................................................................................. 13
Mortgage debt .......................................................................................................... 13
Payday loan debt ...................................................................................................... 13
Private student loan debt ........................................................................................ 13
Rental debt ( ................................................................................................. 13
Telecommunications debt ( ........................................................................ 13
Other debt ................................................................................................................. 13
I do not know ............................................................................................................ 13
Debt or credit management ( ........................................................................ 15
Credit repair services ( ................................................................................ 15
Debt settlement ( ......................................................................................... 15
( ................................. 15
Student loan debt relief ( ............................................................................. 16
Background .................................................................................................................... 1
........................................................................................................ 1
Summary ......................................................................................................................... 2
Checking or savings account ....................................................................................... 3
CD ................................................................................................................................. 3
Checking account ....................................................................................................... 4
Other banking product or service ............................................................................ 4
Savings account .......................................................................................................... 4
Credit card ( ........................................................................................................... 6
General-purpose credit card or charge card .......................................................... 6
Store credit card ......................................................................................................... 6
Credit reporting or other personal consumer reports ( ............................... 9
Credit reporting .......................................................................................................... 9
Other personal consumer report ............................................................................11
Debt collection ............................................................................................................. 13
Table of contents
This table of contents lists the products and sub-products available on the consumer complaint form beginning August 2023. To
view issue and sub-issue options, navigate to the product or sub-product pages listed below.
Money transfer, virtual currency, or money service ................................................. 17
Domestic (US) money transfer .................................................................................17
International money transfer (remittance) ..............................................................17
Virtual currency ..........................................................................................................17
Check cashing service ...............................................................................................17
Foreign currency exchange ..................................................................................... 18
Mobile or digital wallet ............................................................................................ 18
Money order, traveler’s check or cashier’s check ( .................................. 19
Mortgage ...................................................................................................................... 20
Conventional home mortgage ................................................................................ 20
FHA mortgage .......................................................................................................... 20
Home equity loan or line of credit (HELOC) .......................................................... 20
Manufactured home loan ( ......................................................................... 20
Reverse mortgage .................................................................................................... 20
USDA mortgage ( ......................................................................................... 20
VA mortgage ............................................................................................................. 21
Other type of mortgage .......................................................................................... 21
Payday loan, title loan, personal loan, or advance loan ( ........................... 22
Installment loan ......................................................................................................... 22
Payday loan ................................................................................................................ 22
Pawn loan ................................................................................................................... 23
Personal line of credit ............................................................................................... 23
Title loan .................................................................................................................... 24
Earned wage access ( .................................................................................. 24
Tax refund anticipation loan or check ( ..................................................... 25
Other advances of future income ( ............................................................ 25
Prepaid card (
....................................................................................................... 26
General-purpose prepaid card ( ................................................................ 26
Gift card ( ...................................................................................................... 26
( ......................................................................... 26
Payroll card ( ................................................................................................. 26
Student prepaid card ( ................................................................................ 26
Student loan ................................................................................................................. 28
Federal student loan ................................................................................................ 28
Private student loan .................................................................................................. 30
Vehicle loan or lease .................................................................................................... 32
Loan ............................................................................................................................ 32
Lease ........................................................................................................................... 34
Appendix A: , , , and values ...................................... 36
Appendix B: values .......................................................................................... 40
TABLE OF CONTENTS CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 1 INTRODUCTION
Background
In August 2023, the CFPB updated the form consumers
services based on feedback collected from stakeholders
Paperwork Reduction Act process. This document highlights
improvements including changes to certain products,
sub-products, issues, and sub-issues; as well as some
reorganization, language revisions, additions, and removals.
The Consumer Complaint Database shows each consumer’s
original product, sub-product, issue, and sub-issue selections
consistent with the options available on the form at the time
the consumer submitted the complaint. Refer to the CFPB’s
April 2017 list of products, sub-products, issues, and sub-
issues for complaints submitted prior to August 24, 2023.
The key below can be used to understand where changes
occurred and the type of change.
Key
– a new value that was not previously on the form
– an existing value’s wording changed
– an existing value was moved to a new place on the form (ex. an existing
sub-product is under a newly split product)
– an existing value was split from another value but is not new on the form
– a value that no longer exists on the form
Note: These only appear in Appendix A
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 2
Summary
The majority of changes were either updates to the organization of products and issues or wording changes to make the issues
easier for consumers to understand.
Here are a few highlights:
SUMMARY
Products
§ the product “Credit card or prepaid card” into two products – “Credit card” and
“Prepaid card”
§ “Credit repair services” under the new product, “Debt or credit
management”
§ the product “Payday loan, title loan, or personal loan” to include advance
loan resulting in an expanded product of “Payday loan, title loan, personal loan, or
advance loan
Sub-products
§ and
§ “Refund anticipation check” to “Tax refund anticipation loan or check” and
under the “Payday loan, title loan, personal loan, or advance loan” product
§ “Manufactured home loan” and “USDA mortgage” sub-products under existing
“Mortgage” product
Sub-issues
§ sub-issues under existing issues under the “Mortgage” product
§ all issues related to “General-purpose prepaid card,” “Gift card,” “Government
card” product
§ sub-issues that mention “fraud” or “scam” to be clearer
§ “Lender trying to repossess or disable the vehicle” and “Loan balance remaining
after the vehicle is repossessed and sold” under “Repossession” issue under “Vehicle
loan or lease” sub-products
Issues
§ “Problem with a credit reporting company’s investigation into an existing
problem” issue to “Problem with a company’s investigation into an existing problem”
issue under sub-products under the “Credit reporting or other personal consumer
reports” product
§ “Fraud or scam” issue to “Didn’t provide services promised” under “Credit
repair services” and “Debt settlement” sub-products under “Debt or credit
management” product
The following pages detail the products, sub-products, issues, and sub-issues available for consumers beginning August 2023. For more detailed information on August 2023 changes to
the form, including a condensed list of all additions by Product, view the Appendices.
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 3
Sub-product Issue Sub-issue
CD
§ Opening an account ° Unable to open an account
° Account opened without my consent or knowledge (
° Didn’t receive terms that were advertised
°
explains rights and responsibilities)
§ Managing an account (deposits, withdrawals, errors, problem
accessing account, fees)
° Deposits or withdrawals (availability or access to deposited
funds, account freezes, transaction holds)
° Banking errors (interest rate calculations, errors
crediting account)
° Problem accessing account (online or mobile access, receiving
the periodic billing statement)
° Problem with fees or penalties
° Problem with renewal
° Funds not handled or disbursed as instructed
§ Closing an account ° Can’t close your account
° Company closed your account
° Fees charged for closing account
° Funds not received from closed account
§ Problem with credit report or credit score*
Checking or savings account
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
CHECKING OR SAVINGS ACCOUNT
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 4 CHECKING OR SAVINGS ACCOUNT
Sub-product Issue Sub-issue
Checking account
(debit card, ATM card, checks)
Other banking product or service
Savings account
§ Opening an account ° Unable to open an account
° Account opened without my consent or knowledge (
° Didn’t receive terms that were advertised
°
explains rights and responsibilities)
§ Managing an account (deposits, withdrawals, using ATM card,
making or receiving payments, cashing a check)
° Deposits and withdrawals (access deposited funds, account
freezes, garnishments, transaction holds)
° Problem making or receiving payments (bill pay, mobile or
online payments, bank offsets, transaction holds)
° Banking errors (interest rate calculations, errors
crediting account)
° Cashing a check
° Problem using a debit or ATM card (unauthorized card use,
fees, disputed transaction)
° Funds not handled or disbursed as instructed
° Problem accessing account (online or mobile access, receiving
the periodic billing statement)
° Fee problem
§ Closing an account ° Can’t close your account
° Company closed your account
° Fees charged for closing account
° Funds not received from closed account
Checking or savings account
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 5 CHECKING OR SAVINGS ACCOUNT
Sub-product Issue Sub-issue
Checking account (continued)
(debit card, ATM card, checks)
Other banking product or service
Savings account
§ Problem caused by your funds being low (overdraft and
other fees)
° Overdrafts and overdraft fees
°
° Late or other fees
° Bounced checks or returned payments
§ Problem with a lender or other company charging your account ° Transaction was not authorized
° Can’t stop withdrawals from your account
° Money was taken from your account on the wrong day or for the
wrong amount
§ Problem with credit report or credit score*
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
Checking or savings account
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 6
Sub-product Issue Sub-issue
General-purpose credit card or charge card
(can use anywhere credit cards are accepted)
Store credit card
of stores)
§ Getting a credit card (problem during application process,
opened without my knowledge, replacement card)
° Application denied
° Delay in processing application
° Sent card you never applied for
° Card opened without my consent or knowledge (
° Problem getting a working replacement card
§ Advertising and marketing, including promotional offers
(confusing or misleading advertising, didn’t receive advertised
interest rate)
° Didn’t receive advertised or promotional terms (different
interest rate, length of promotional offer was shorter
than advertised)
° Confusing or misleading advertising about the credit card
the disclosure)
§ Trouble using your card (making purchases, credit limit) ° Can’t use card to make purchases
° Credit card company won’t increase or decrease your
credit limit
° Account sold or transferred to another company
§ Fees or interest ° Unexpected increase in interest rate
° Charged too much interest
° Problem with fees (late fee, over limit fee, annual fee, balance
transfer fee, cash advance fee, application fee)
Credit card (
(general-purpose or charge card, store credit card)
CREDIT CARD
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 7
Sub-product Issue Sub-issue
General-purpose credit card or charge card
(continued)
(can use anywhere credit cards are accepted)
Store credit card
of stores)
§ Problem with a purchase shown on your statement (billing
dispute, transaction issue)
° Card was charged for something you did not purchase with the
card (charges made without your permission)
° Credit card company isn’t resolving a dispute about a purchase
on your statement (billing dispute, dispute resolution process)
° Overcharged for something you did purchase with the card
§ Problem when making payments ° Problem during payment process (not applied fast enough, not
applied in way you expected, didn’t go through)
° You never received your bill or did not know a payment was due
§ Struggling to pay your bill (bankruptcy, forbearance) ° Filed for bankruptcy
° Problem lowering your monthly payments
° Credit card company won’t work with you while you’re going
interest rate, lower monthly payment, or postpone payments)
§ Closing your account ° Can’t close your account
° Company closed your account
Credit card (
(general-purpose or charge card, store credit card)
CREDIT CARD
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 8
Sub-product Issue Sub-issue
General-purpose credit card or charge card
(continued)
(can use anywhere credit cards are accepted)
Store credit card
of stores)
§ Other features, terms, or problems (rewards program,
arbitration, convenience checks, cash advance, balance
transfer, privacy issues)
° Problem with rewards from credit card (miles, points, cash back)
° Credit card company forcing arbitration
° Problem with customer service
° Add-on products and services (credit monitoring, disability
insurance, card protection)
° Privacy issues
° Problem with convenience check
° Problem with cash advances
° Problem with balance transfer
° Other problem
§ Problem with credit report or credit score*
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
Credit card (
(general-purpose or charge card, store credit card)
CREDIT CARD
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 9
Sub-product Issue Sub-issue
Credit reporting
§ Incorrect information on your report (account or personal
information incorrect, information not mine)
° Information belongs to someone else (identity theft, error)
° Information is missing that should be on the report (address,
missing credit card or loan)
° Account information incorrect (loan balance, payment amount)
° Account status incorrect (showing open account as closed,
showing delinquent account when it’s not)
° Personal information incorrect (wrong date of birth, address,
or name)
° Public record information inaccurate (bankruptcy, judgment,
liens, criminal record)
° Old information reappears or never goes away
§ Problem with a company’s investigation into an existing
problem (
° Investigation took more than 30 days
°
°
°
dispute over the phone
° Problem with personal statement of dispute (explaining why
you disagree with a lender’s decision after an investigation)
Credit reporting or other personal consumer reports (
(background checks, employment, or tenant screening)
CREDIT REPORTING, OR OTHER PERSONAL CONSUMER REPORTS
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 10
Sub-product Issue Sub-issue
Credit reporting (continued)
§ Improper use of your report (shared without consent, credit
inquiries from unknown sources)
° Reporting company used your report improperly (obtained or
used for purposes that aren’t allowed by law)
°
opting out
° Report provided to employer without your written authorization
° Credit inquiries on your report that you don’t recognize
§ Unable to get your credit report or credit score ° Problem getting your free annual credit report
° Other problem getting your report or credit score
§ Credit monitoring or identity theft protection services (billing
dispute, unwanted marketing, problem canceling account)
° Problem canceling credit monitoring or identify theft
protection service
° Billing dispute for services
° Received unwanted marketing or advertising
° Problem with product or service terms changing
° Didn’t receive services that were advertised
§ Problem with fraud alerts or security freezes (initial 90-day,
trouble placing or extending a freeze, extended, active duty)
Credit reporting or other personal consumer reports (
(background checks, employment, or tenant screening)
CREDIT REPORTING, OR OTHER PERSONAL CONSUMER REPORTS
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 11
Sub-product Issue Sub-issue
Other personal consumer report
(background checks, employment, or
tenant screening)
§ Incorrect information on your report (account information
incorrect, information not mine, personal information incorrect)
° Information belongs to someone else (identity theft, error)
° Information that should be on the report is missing (address,
personal information)
° Information is incorrect (employer names, rental history dates,
account history)
° Personal information incorrect (wrong date of birth, address)
° Public record information inaccurate (bankruptcy, judgment,
lien, criminal record)
° Old information reappears or never goes away
§ Problem with a company’s investigation into an existing issue ° Investigation took more than 30 days
°
°
°
dispute over the phone
° Problem with personal statement of dispute (explaining why
you disagree with a lender’s decision after an investigation)
§ Improper use of your report (shared without consent, credit
inquiries from unknown sources)
° Reporting company used your report improperly (obtained or
used for purposes that aren’t allowed by law)
°
opting out
° Report provided to employer without your written authorization
Credit reporting or other personal consumer reports (
(background checks, employment, or tenant screening)
CREDIT REPORTING, OR OTHER PERSONAL CONSUMER REPORTS
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 12
Sub-product Issue Sub-issue
Other personal consumer report (continued)
(background checks, employment, or
tenant screening)
§ Identity theft protection or other monitoring services (billing
dispute, unwanted marketing, problem canceling account)
° Problem canceling credit monitoring or identify theft
protection service
° Billing dispute for services
° Received unwanted marketing or advertising
° Problem with product or service terms changing
° Didn’t receive services that were advertised
Credit reporting or other personal consumer reports (
(background checks, employment, or tenant screening)
CREDIT REPORTING, OR OTHER PERSONAL CONSUMER REPORTS
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 13
Sub-product Issue Sub-issue
Auto debt
Credit card debt
Federal student loan debt
Medical debt
Mortgage debt
Payday loan debt
Private student loan debt
Rental debt (
(a debt collector trying to collect for a landlord
or property manager)
Telecommunications debt (
(a debt collector trying to collect for a telecom
bill, such as an internet, cable, or phone bill)
Other debt
(such as health club membership, utilities)
I do not know
§ Communication tactics (repeated phone calls, used abusive
language)
° Frequent or repeated calls
° Called before 8am or after 9pm
° Used obscene, profane, or other abusive language
° You told them to stop contacting you, but they keep trying
§ Attempts to collect debt not owed (debt was paid, discharged
in bankruptcy, result of identity theft, was owed by a deceased
family member)
° Debt was already discharged in bankruptcy and is no
longer owed
° Debt was result of identity theft
° Debt was paid
° Debt is not yours
§
could dispute debt)
° Didn’t receive notice of right to dispute
° Didn’t receive enough information to verify debt
°
§ False statements or representation (trying to collect wrong
° Attempted to collect wrong amount
° Impersonated attorney, law enforcement, or
° Indicated you were committing crime by not paying debt
°
(which could mean you lose the lawsuit by default)
Debt collection
DEBT COLLECTION
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 14
Sub-product Issue Sub-issue
Auto debt (continued)
Credit card debt
Federal student loan debt
Medical debt
Mortgage debt
Payday loan debt
Private student loan debt
Rental debt (
(a debt collector trying to collect for a landlord
or property manager)
Telecommunications debt (
(a debt collector trying to collect for a telecom
bill, such as an internet, cable, or phone bill)
Other debt
(such as health club membership, utilities)
I do not know
§ Threatened to contact someone or share information
improperly (contacted employer, contacted you after you asked
them not to)
° Contacted you after you asked them to stop
° Contacted your employer
° Contacted you instead of your attorney
°
relative, neighbor, landlord)
§ 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 to arrest you or take you to jail if you do not pay
° Threatened to sue you for very old debt
° Sued you without properly notifying you of lawsuit
° Sued you in a state where you do not live or did not sign for
the debt
° Threatened or suggested your credit would be damaged
° Collected or attempted to collect exempt funds (Social Security,
° Seized or attempted to seize your property
° Threatened to turn you in to immigration or deport you
§ Electronic communications
(text message, email, social media) (
° Frequent or repeated messages (
° Contacted before 8am or after 9pm (
° You told them to stop contacting you, but they keep trying
(
° Used obscene, profane, or other abusive language (
DEBT COLLECTION
Debt collection
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 15
Sub-product Issue Sub-issue
Credit repair services (
(services for improving your credit score)
§ Confusing or misleading advertising or marketing (
§ Problem with customer service (
§
explains rights and responsibilities) (
§ Charged up-front or unexpected fees (
§ Didn’t provide services promised (
Debt settlement (
(services for reducing your debt balance on
things like credit cards or medical debt)
§ Confusing or misleading advertising or marketing (
§ Problem with customer service (
§
explains rights and responsibilities) (
§ Charged up-front or unexpected fees (
§ Didn’t provide services promised (
§ Unauthorized withdrawals or charges (
avoidance (
(services for negotiating with your
mortgage servicer)
§ Confusing or misleading advertising or marketing (
§ Problem with customer service (
§
explains rights and responsibilities) (
§ Charged up-front or unexpected fees (
§ Didn’t provide services promised (
§ Unauthorized withdrawals or charges (
Debt or credit management (
(a third-party service you used to modify credit terms or avoid foreclosure)
DEBT OR CREDIT MANAGEMENT
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 16 DEBT OR CREDIT MANAGEMENT
Sub-product Issue Sub-issue
(
(services for reducing or eliminating your
student loans)
§ Confusing or misleading advertising or marketing (including
Department of Education or misrepresenting amount of payment
reduction or forgiveness) (
§
explains rights and responsibilities) (
§ Charged up-front or unexpected fees (
§ Didn’t provide services promised (
§ Unauthorized withdrawals or charges (
Debt or credit management (
(a third-party service you used to modify credit terms or avoid foreclosure)
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 17
Sub-product Issue Sub-issue
(remittance)
Virtual currency
(service to transfer, track, store, and send money
over the internet)
§ Money was not available when promised
§ Wrong amount charged or received (transfer amounts, fees,
exchange rates, taxes)
§
explains rights and responsibilities)
§ Other transaction problem (unauthorized transaction,
cancellation, refund)
§ Other service problem (advertising or marketing, pricing,
privacy)
§ Unexpected or other fees
§ Fraud or scam
Check cashing service
(a company that cashes a check for a fee)
§ Confusing or misleading advertising or marketing
§ Problem with customer service
§
explains rights and responsibilities)
§ Unexpected or other fees
§ Fraud or scam
Money transfer, virtual currency, or money service
(check cashing service, domestic (US) money transfer, foreign currency exchange, international
money transfer, mobile or digital wallet, money order/cashier’s/traveler’s check)
MONEY TRANSFER, VIRTUAL CURRENCY, OR MONEY SERVICE
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 18
Money transfer, virtual currency, or money service
(check cashing service, domestic (US) money transfer, foreign currency exchange, international
money transfer, mobile or digital wallet, money order/cashier’s/traveler’s check)
MONEY TRANSFER, VIRTUAL CURRENCY, OR MONEY SERVICE
Sub-product Issue Sub-issue
Foreign currency exchange
(transactions that convert money from one
country’s currency to another’s)
§ Confusing or misleading advertising or marketing
§ Incorrect exchange rate
§ Problem with customer service
§
explains rights and responsibilities)
§ Unexpected or other fees
§ Fraud or scam
Mobile or digital wallet
(online or digital account used to send payments
or make purchases from a digital device like a
smartphone or computer)
§ Managing, opening, or closing your mobile wallet account
§ Unauthorized transactions or other transaction problem
§ Problem adding money
§ Trouble accessing funds in your mobile or digital wallet (
§ Overdraft, savings, or rewards features
§ Confusing or misleading advertising or marketing
§
explains rights and responsibilities)
§ Unexpected or other fees
§ Fraud or scam
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 19
Money transfer, virtual currency, or money service
(check cashing service, domestic (US) money transfer, foreign currency exchange, international
money transfer, mobile or digital wallet, money order/cashier’s/traveler’s check)
MONEY TRANSFER, VIRTUAL CURRENCY, OR MONEY SERVICE
Sub-product Issue Sub-issue
Money order, traveler’s check or cashier’s
check (
(a check with guaranteed funds from a bank or
§ Confusing or misleading advertising or marketing
§ Lost or stolen money order
§ Problem with customer service
§
explains rights and responsibilities)
§ Unexpected or other fees
§ Fraud or scam
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 20
Mortgage
(conventional home, FHA, home equity loan or line of credit (HELOC), manufactured home loan, reverse, USDA, VA, other)
Sub-product Issue Sub-issue
Conventional home mortgage
(this covers most mortgage loans that are not an
FHA, VA, or USDA loan)
FHA mortgage
(the Federal Housing Administration (FHA),
insures the loan so a lender can offer a loan with
(a loan or line of credit that allows you to borrow
money using the equity in your home
as collateral)
(
(loans for a mobile or manufactured home,
including chattel loans)
Reverse mortgage
(a Home Equity Conversion Mortgage (HECM),
the most common type of reverse mortgage,
is a special type of home loan for homeowners
who are 62 and older)
USDA mortgage (
(loans from the Department of Agriculture
focused on rural areas)
Mortgage sub-products continue on next page.
§
(application, credit decision, underwriting)
° Changes in loan terms during the application process (
° Negative impact of inaccurate appraisal (
° Confusing or misleading advertising or marketing (
° Loan estimate or other related disclosures (
° Application denials (
° Fees or costs during the application process (
° Delays in the application process (
°
application process (
§ Closing on a mortgage (closing process, confusing or missing
disclosures, cost)
° Changes in loan terms during or after closing (
° Closing disclosure or other related disclosures (
° Fees or costs after closing (
° Delays with the closing process (
°
loan closing (
° Setting up an escrow account for taxes and insurance (
Mortgage sub-products continue on next page. All issues listed are applicable to all mortgage sub-products.
MORTGAGE
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 21 MORTGAGE
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
Sub-product Issue Sub-issue
Mortgages (continued)
VA mortgage
(loans from the Department of Veterans Affairs
(VA) for servicemembers, veterans, and
their families)
(such as Property Assessed Clean Energy
(PACE), equity share, rent-to-own, etc.)
§ Trouble during payment process (Managing your loan, issues
such as making payments, escrow accounts, and paying off
your loan)
° Escrow, taxes, or insurance (
° Loan sold or transferred to another company (
° Private mortgage insurance (PMI) (
° Payment process (payment not applied fast enough, not
applied in a way you expected, did not go through) (
° Fees charged (
° Interest rate (
° Paying off the loan (
° Lien release (
°
managing or servicing your loan (
§ Struggling to pay mortgage (issues when your loan is or
foreclosure, forbearance)
°
short sale, or deed-in-lieu (problem lowering your monthly
payment) (
°
loss mitigation relief (
° Foreclosure (
°
bankruptcy, or foreclosure (
§ Problem with credit report or credit score*
Mortgage
(conventional home, FHA, home equity loan or line of credit (HELOC), manufactured home loan, reverse, USDA, VA, other)
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 22 PAYDAY LOAN, TITLE LOAN, PERSONAL LOAN, OR ADVANCE LOAN
Sub-product Issue Sub-issue
Installment loan
(loan due in multiple installments, such as
consolidation, point of sale, buy now pay later,
rent-to-own, and medical procedure loans)
§ Getting the loan (confusing advertising or marketing,
credit denied)
§ Problem when making payments (billing, privacy issues)
§ Struggling to pay your loan (payment plan, repossession,
bankruptcy)
§ Problem with the payoff process at the end of the loan
§ Charged fees or interest you didn’t expect
§ Problem with additional add-on products or services
§ Problem with credit report or credit score*
Payday loan
(short-term loan, typically due on paydays)
§ Charged fees or interest you didn’t expect
§ Can’t stop withdrawals from your bank account
§ Received a loan you didn’t apply for
§ Was approved for a loan, but didn’t receive the money
§ Money was taken from your bank account on the wrong day or
for the wrong amount
§ Loan payment wasn’t credited to your account
§ Can’t contact lender or servicer
§ Struggling to pay your loan (payment plan, repossession,
bankruptcy)
§ Problem with the payoff process at the end of the loan
§ Problem with credit report or credit score*
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
Payday loan, title loan, personal loan, or advance loan (
(installment, pawn loan, or personal line of credit)
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 23 PAYDAY LOAN, TITLE LOAN, PERSONAL LOAN, OR ADVANCE LOAN
Sub-product Issue Sub-issue
Pawn loan
(a cash loan obtained by temporarily trading
an item of value; the item is returned when the
loan, interest, and fees are paid)
§ Charged fees or interest you didn’t expect
§ Received a loan you didn’t apply for
§ Was approved for a loan, but didn’t receive the money
§ Can’t contact lender or servicer
§ Property was sold
§ Property was damaged or destroyed property
§ Problem with credit report or credit score*
(usually offered with a credit limit, that
you can access from time to time, with
scheduled payments)
§ Getting a line of credit (confusing advertising or marketing,
credit denied)
§ Problem when making payments (billing, privacy issues)
§ Struggling to pay your loan (payment plan, repossession,
bankruptcy)
§ Problem with the payoff process at the end of the loan
§ Charged fees or interest you didn’t expect
§ Problem with additional add-on products or services
§ Problem with cash advance
§ Credit limit changed
§ Problem with credit report or credit score*
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
Payday loan, title loan, personal loan, or advance loan (
(installment, pawn loan, or personal line of credit)
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 24 PAYDAY LOAN, TITLE LOAN, PERSONAL LOAN, OR ADVANCE LOAN
Sub-product Issue Sub-issue
Title loan
(a cash loan obtained by temporarily trading the
title of a vehicle; the title is returned when the
loan, interest, and fees are paid)
§ Charged fees or interest you didn’t expect
§ Can’t stop withdrawals from your bank account
§ Received a loan you didn’t apply for
§ Was approved for a loan, but didn’t receive money
§ Money was taken from your bank account on the wrong day or
for the wrong amount
§ Loan payment wasn’t credited to your account
§ Can’t contact lender or servicer
§ Struggling to pay your loan (payment plan, repossession,
bankruptcy)
§ Problem with the payoff process at the end of the loan
§ Vehicle was repossessed or sold the vehicle
§ Vehicle was damaged or destroyed the vehicle
§ Problem with credit report or credit score*
Earned wage access (
§ Confusing or misleading advertising or marketing (
§ Confusing or missing disclosures (
§ Unexpected fees (
§ Problems receiving the advance (
§ Issues with repayment (
Payday loan, title loan, personal loan, or advance loan (
(installment, pawn loan, or personal line of credit)
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 25
Sub-product Issue Sub-issue
(
(paid to you by a bank or a company in the
amount of your expected tax refund)
§ Confusing or misleading advertising or marketing (
§ Confusing or missing disclosures (
§ Unexpected fees (
§ Problems receiving the advance (
§ Issues with repayment (
§ Lost or stolen refund (
§ Problem with customer service (
(
(payouts from a legal settlement, inheritance
proceeds, pension payments, or payments from
a victim compensation fund, etc.)
§ Confusing or misleading advertising or marketing (
§ Confusing or missing disclosures (
§ Unexpected fees (
§ Problems receiving the advance (
§ Issues with repayment (
Payday loan, title loan, personal loan, or advance loan (
(installment, pawn loan, or personal line of credit)
PAYDAY LOAN, TITLE LOAN, PERSONAL LOAN, OR ADVANCE LOAN
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 26
Sub-product Issue Sub-issue
General-purpose prepaid card (
(can use anywhere; often sold at stores)
(
(can use at a particular store or chain of stores)
(
such as unemployment insurance, Social
Security, child support, or release funds)
Payroll card (
(provided by your employer to receive your
salary or wages)
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)
§ Problem getting a card or closing an account ( ° Trouble getting, activating, or registering a card (
° Trouble closing card (includes problem getting the remaining
balance on the card) (
° Trouble getting a working replacement card (
° Don’t want a card provided by your employer or the
government (
§ Unexpected or other fees (
§ Problem with a purchase or transfer ( ° Charged for a purchase or transfer you did not make with the
card (charges made without your permission) (
° Overcharged for a purchase or transfer you did make with the
card (
° Card company isn’t resolving a dispute about a purchase or
transfer (
Prepaid card (
PREPAID CARD
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 27
Sub-product Issue Sub-issue
General-purpose prepaid card (
(continued)
(can use anywhere; often sold at stores)
(
(can use at a particular store or chain of stores)
(
such as unemployment insurance, Social
Security, child support, or release funds)
Payroll card (
(provided by your employer to receive your
salary or wages)
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)
§ Trouble using the card ( ° Trouble getting information about the card (balance, terms)
(
° Trouble using the card to spend money in a store or online
(
° Trouble using the card to pay a bill (
° Trouble using the card to send money to another person
(friend, relative) (
° Problem with a check written from your prepaid card account
(
° Problem using the card to withdraw money from an ATM
(
° Problem with direct deposit (
° Problem adding money (
§ Problem with overdraft ( ° Was signed up for overdraft on card, but don’t want to be
(
° Overdraft charges (
§ Advertising (
° Confusing or misleading advertising about the card (
° Changes in terms from what was offered or advertised (
Prepaid card (
PREPAID CARD
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 28
Sub-product Issue Sub-issue
Federal student loan
(Loans made by the federal government, such as
Direct Consolidation, Direct Subsidized Stafford,
Direct Unsubsidized Stafford, Parent PLUS,
Graduate PLUS, Federal Family Educational Loan
FFEL, and Perkins loans)
§ Getting a loan (denied loan, confusing advertising or
recruiting, opened without my knowledge)*
§ Dealing with your lender or servicer (making payments, getting
information about your loan, managing your account)
° Trouble with how payments are being handled
° Don’t agree with the fees charged
° Received bad information about your loan (incorrect,
incomplete, or inaccurate information)
° Need information about your loan balance or loan terms
° Keep getting calls about your loan
° Problem with customer service
° Co-signer (release, communications) (
Student loan
(federal student loan, private student loan)
This value will not appear in the Consumer Complaint Database.
STUDENT LOAN
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 29 STUDENT LOAN
Sub-product Issue Sub-issue
Federal student loan (continued)
§ Struggling to repay your loan (payment plan, deferment,
forbearance, forgiveness, bankruptcy)
° Problem lowering your monthly payments
° Can’t temporarily delay making payments (deferment,
forbearance)
°
° Problem with your payment plan (such as Standard payment
plan, Graduated payment plan, Pay As You Earn, Revised Pay
As you Earn, Income-based repayment, Income-contingent
repayment) (
° Problem with forgiveness, cancellation, or discharge (Such as
public service loan forgiveness (PSLF), teacher loan forgiveness,
bankruptcy, disability, borrower defense to repayment) (
° Bankruptcy (
§ Problem with credit report or credit score*
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
Student loan
(federal student loan, private student loan)
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 30 STUDENT LOAN
Sub-product Issue Sub-issue
Private student loan
(Non-federal loans made by a lender such as a
rate private student loans, money owed to your
school, or income shared agreement)
§ Getting a loan (denied loan, confusing advertising or
recruiting, opened without my knowledge)
° Denied loan
°
° Confusing or misleading advertising
° Problem with the interest rate
° Problem with signing the paperwork
° Loan opened without my consent or knowledge
° Changes in terms mid-deal or after closing (
° High pressure sales tactics or recruiting (
° (
§ Dealing with your lender or servicer (making payments, getting
information about your loan, managing your account)
° Trouble with how payments are being handled
° Don’t agree with the fees charged
° Received bad information about your loan (incorrect,
incomplete, or inaccurate information)
° Need information about your loan balance or loan terms
° Keep getting calls about your loan
° Problem with customer service
° Co-signer (release, communications) (
Student loan
(federal student loan, private student loan)
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 31
Sub-product Issue Sub-issue
Private student loan (continued)
§ Struggling to repay your loan (payment plan, deferment,
forbearance, bankruptcy)
° Problem lowering your monthly payments
° Can’t temporarily delay making payments (deferment,
forbearance)
°
° Bankruptcy (
§ Issue where my lender is my school (institutional loans or fees,
transcript or diploma withheld) (
° Issues with fees connected to the loan (
° Cannot graduate, receive diploma, or get transcript due to
money owed (
§ Issue with income share agreement (credit products where
based on a percentage of their income) (
° Marketing or disclosure issues (
° Payment issues (
° Billing or statement issues (such as fees) (
° Dealing with provider of income share agreement (
§ Problem with credit report or credit score*
Student loan
(federal student loan, private student loan)
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
STUDENT LOAN
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 32
Vehicle loan or lease
Sub-product Issue Sub-issue
§ Getting a loan or lease (denied loan, confusing advertising
or marketing, high-pressure sales tactics, opened without
my knowledge)
° Confusing or misleading advertising or marketing
° High-pressure sales tactics
° Credit denial
° Problem with additional add-on products or services purchased
with the loan (pressured to buy products you did not want)
° Changes in terms mid-deal or after closing
° Problem with signing the paperwork
° Problem with a trade-in
° Loan opened without my consent or knowledge
° Did not receive car title (
§ Managing the loan or lease (billing, extra fees, transferring
loan, additional products related to the loan)
° Billing problem (payments are not applied correctly, incorrect
information on statement)
° Problem with fees charged
° Problem with the interest rate
° Loan sold or transferred to another company
° Problem with additional products or services purchased with the
§ Struggling to pay your loan (payment plan, bankruptcy) °
military deployment, or other qualifying circumstances)
° Problem after you declared or threatened to declare bankruptcy
VEHICLE LOAN OR LEASE
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 33 VEHICLE LOAN OR LEASE
Sub-product Issue Sub-issue
(continued)
§
extending a lease)
° Problem with paying off the loan
°
° Unable to receive car title or other problem after the loan is paid off
° Problem while selling or giving up the vehicle
§ Repossession ( ° Lender trying to repossess or disable the vehicle (
° Loan balance remaining after the vehicle is repossessed
and sold (
° Notice to repossess (
° Company explaining amount owed (
° Company communicating payment assistance or payment
extension options (
° Voluntary repossession (
° Damage caused or loss of personal items in vehicle during the
actual repossession (
° Account reinstatement or redemption after repossession (
° (
§ Problem with credit report or credit score*
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
Vehicle loan or lease
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 34 VEHICLE LOAN OR LEASE
Sub-product Issue Sub-issue
§ Getting a loan or lease (denied loan, confusing advertising
or marketing, high-pressure sales tactics, opened without
my knowledge)
° Confusing or misleading advertising or marketing
° High-pressure sales tactics
° Credit denial
° Problem with additional add-on products or services purchased
with the loan
° Changes in terms mid-deal or after closing
° Problem with signing the paperwork
° Problem with a trade-in
° Loan opened without my consent or knowledge (
§ Managing the loan or lease (billing, extra fees, transferring
loan, additional products related to the loan)
° Billing problem (payments are not applied correctly, incorrect
information on statement)
° Problem with fees charged
° Problem with the interest rate
° Loan sold or transferred to another company
° Problem with additional products or services purchased with the
loan (GAP insurance, extended warranty)
§ Struggling to pay your loan (payment plan, bankruptcy) °
military deployment, or other qualifying circumstances)
° Problem after you declared or threatened to declare bankruptcy
Vehicle loan or lease
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 35 VEHICLE LOAN OR LEASE
Sub-product Issue Sub-issue
(continued)
§
extending a lease)
° Problem with paying off the loan
°
° Unable to receive car title or other problem after the loan is paid off
° Problem while selling or giving up the vehicle
° Termination fees or other problem when ending the lease early
° Problem when attempting to purchase vehicle at the end of the lease
° Problem extending the lease
° Excess mileage, damage, or wear fees, or other problem after the
§ Repossession ( ° Lender trying to repossess or disable the vehicle (
° Loan balance remaining after the vehicle is repossessed and sold
(
° Notice to repossess (
° Company explaining amount owed (
° Company communicating payment assistance or payment (
extension options (
° Voluntary repossession (
° Damage caused or loss of personal items in vehicle during the
actual repossession (
° Account reinstatement or redemption after repossession (
° (
§ Problem with credit report or credit score*
Vehicle loan or lease
* Selecting “Problem with credit report or credit score” will take the consumer to the credit reporting product.
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 36
Appendix A: , , , and values
This supplemental section provides greater detail about values marked as , , or in the body of the
document. It also shows values that were as of August 2023.
This section does not include additional details about values marked as in the body of the document as they will
not have corresponding values or locations prior to August 2023. To view a list of values marked as by Product
see Appendix B.
Checking or savings account
§ All sub-products for “Checking or savings account” have an issue of “Opening an account”. Under this issue, there was a sub-issue, “Account opened as a result of fraud”.
This value has been revised. (
Account opened as a result of fraud Account opened without my consent or knowledge
Credit card
§ The product “Credit card or prepaid” card was split into two separate products labeled “Credit card” and “Prepaid card”. All credit card sub-products, issues, and
sub-issues remain under the product “Credit card”. (
° All prepaid card related sub-products, issues, and sub-issues were moved under the product “Prepaid card” (See also Prepaid Card below). (
§ All sub-products for “Credit card” have an issue of “Getting a credit card”. Under this issue, there was a sub-issue, “Card opened as a result of fraud”. This value has
been revised. (
Card opened as a result of fraud Card opened without my consent or knowledge
APPENDIX A: REVISED, MOVED, SPLIT, AND REMOVED VALUES
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 37 APPENDIX A: REVISED, MOVED, SPLIT, AND REMOVED VALUES
Credit reporting or other personal consumer reports
§ The product “Credit reporting, credit repair services, or other personal consumer reports” was revised to “Credit reporting or other personal consumer reports”. (
° This is due to the sub-product of “Credit repair services” being moved to the new product “Debt or credit management” (See also Debt or credit management below).
All other sub-products, issues, and sub-issues remain under the product “Credit reporting or other personal consumer reports”. (
§ The issue “Problem with a credit reporting company’s investigation into an existing problem” was under the sub-product “Credit reporting”. This value has been revised. (
Problem with a credit reporting company’s
investigation into an existing problem
Problem with a company’s investigation into an
existing problem
Debt or credit management
§ The sub-product “Credit repair services” was moved under this product from the legacy product “Credit reporting, credit repair services, or other personal
consumer reports”. (
§ The sub-product “Debt settlement” was moved under this product from the product “Money transfer, virtual currency, or money service”. (
§ The issue “Unexpected or other fees” was under the sub-products “Credit repair services” and “Debt settlement”. This value has been revised. (
Unexpected or other fees Charged upfront or unexpected fees
Appendix A: , , , and values
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 38 APPENDIX A: REVISED, MOVED, SPLIT, AND REMOVED VALUES
§ The issue “Excessive fees” was removed under the sub-product “Credit repair services”. (
§ The issue “Fraud or scam” was under the sub-products “Credit repair services” and “Debt settlement”. This value has been revised. (
Fraud or scam Didn’t provide services promised
§ The sub-product “Refund anticipation check” was moved and revised to “Tax refund anticipation loan or check”. It is now offered as a sub-product under the product
“Payday loan, title loan, personal loan, or advance loan” (See also Payday loan, title loan, personal loan, or advance loan below). (
§ Two sub-products were merged into one sub-product. The sub-product “Money order” was merged with “Traveler’s check or cashier’s check” to create a sub-product
labeled “Money order, traveler’s check or cashier’s check”. Both “Money order” and “Traveler’s check or cashier’s check” shared the same issues. These issue values have
not been revised. (
§ The sub-product “Debt settlement” was moved from this product to the new product “Debt or credit management” (See also Debt or credit management above). (
Payday loan, title loan, personal loan, or advance loan
§ The product “Payday loan, personal loan, or title loan” was revised to “Payday loan, title loan, personal loan, or advance loan” due to new sub-products offered under
this product. (
§ The sub-product “Refund anticipation check” was moved and revised to “Tax refund anticipation loan or check” and is offered as a sub-product under this product. (
Prepaid card
§ The product “Credit card or prepaid” card was split into two separate products labeled “Credit card” and “Prepaid card”. All prepaid card related sub-products, issues, and
sub-issues were moved under the product “Prepaid card”. (
All credit card sub-products, issues, and sub-issues remain under the product “Credit card” (See also Credit Card above).
Appendix A: , , , and values
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 39 APPENDIX A: REVISED, MOVED, SPLIT, AND REMOVED VALUES
Student loan
§ The sub-issue “Fraudulent loan” was under the sub-product “Private student loan” and issue “Getting a loan”. This value has been revised. (
August 2023
Fraudulent loan Loan opened without my consent or knowledge
Vehicle loan or lease
§ The sub-issue “Fraudulent loan” was under the sub-products “Loan” and “Lease” and issue “Getting a loan or lease”. This value has been revised. (
Fraudulent loan Loan opened without my consent or knowledge
§ The sub-issue “Lender trying to repossess or disable the vehicle” was under both sub-products and the issue “Struggling to pay your loan”. This value was moved under
the new issue for “Repossession”. (
§ The sub-issue “Loan balance remaining after the vehicle is repossessed and sold” was under both sub-products and the issue “Struggling to pay your loan”. This value
was moved under the new issue for “Repossession”. (
Appendix A: , , , and values
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 40 APPENDIX B: ADDED VALUES
Appendix B: values
This supplemental section provides a single, condensed list of all values marked as by Product in the body of
the document.
Checking or savings account
§ Sub-products: None
§ Issues: None
§ Sub-issues: None
Credit card
§ Sub-products: None
§ Issues: None
§ Sub-issues: None
Credit reporting or other personal consumer reports
§ Sub-products: None
§ Issues: None
§ Sub-issues: None
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 41 APPENDIX B: ADDED VALUES
Appendix B: values
Debt collection
§ Sub-products:
° “Rental debt” and “Telecommunications debt”.
§ Issues:
° ”Electronic communications” issue under sub-products.
§ Sub-issues: “Frequent or repeated messages,” Contacted before 8am or after 9pm,” “You told them to stop contacting you, but they keep trying,” and “Used obscene,
profane, or other abusive language” sub-issues under “Electronic communications” issue.
Debt or credit management
§ Sub-products:
°
§ Issues:
°
° “Charged up-front or unexpected fees,” “Confusing or misleading advertising or marketing,” “Confusing or missing disclosures,” and “Didn’t provide services
°
§ Sub-issues: None
§ Sub-products: None
§ Issues:
° “Trouble accessing funds in your mobile or digital wallet” issue under “Mobile or digital wallet” sub-product.
§ Sub-issues: None
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 42 APPENDIX B: ADDED VALUES
Mortgage
§ Sub-products:
° “Manufactured home loan” and “USDA mortgage”.
§ Issues: None
§ Sub-issues:
° “Application denials,” “Changes in loan terms during the application process,” “Negative impact of inaccurate appraisal,” “Confusing or misleading advertising
or marketing,” “Loan estimate or other related disclosures,” “Fees or costs during the application process,” “Delays in the application process,” and “Trying to
° “Changes in loan terms during or after closing,” “Closing disclosure or other related disclosures,” “Fees or costs after closing,” “Delays with the closing process,”
on a mortgage” issue.
° “Escrow, taxes, or insurance,” “Loan sold or transferred to another company,” “Private mortgage insurance (PMI),” “Payment process,” “Fees charged,” “Interest rate,”
during payment process” issue.
°
foreclosure” sub-issues under “Struggling to pay mortgage”.
Payday loan, title loan, personal loan, or advance loan
§ Sub-products:
° “Earned wage access” and “Other advances of future income”.
§ Issues:
° “Problems receiving the advance,” and “Issues with repayment” issues under new “Earned wage access,” “Tax refund anticipation loan or check,” and “Other advances
of future income” sub-products.
° “Confusing or misleading advertising or marketing,” “Confusing or missing disclosures,” and “Unexpected fees” issues under new “Earned wage access” and “Other
advances of future income” sub-products.
Appendix B: values
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 43 APPENDIX B: ADDED VALUES
§ Sub-issues: None
Prepaid card
§ Sub-products: None
§ Issues: None
§ Sub-issues: None
§ Sub-products: None
§ Issues:
° “Issue where my lender is my school” and “Issue with income share agreement” issues under “Private student loan” sub-product.
§ Sub-issues:
° “Co-signer” sub-issue under “Dealing with your lender or servicer” issue under both “Federal student loan” and “Private student loan” sub-products.
° “Bankruptcy” sub-issue under “Struggling to repay your loan” issue under both “Federal student loan” and “Private student loan” sub-products.
° “Problem with your payment plan” and “Problem with forgiveness, cancellation, or discharge” sub-issues under “Struggling to repay your loan” issue under “Federal
student loan” sub-product.
°
under “Private student loan” sub-product.
° “Issues with fees connected to the loan” and “Cannot graduate, receive diploma, or get transcript due to money owed” sub-issues under “Issue where my lender is my
school” issue under “Private student loan” sub-product.
° “Marketing or disclosure issues,” “Payment issues,” “Billing or statement issues,” and “Dealing with provider of income share agreement” sub-issues under “Issue with
income share agreement” issue under “Private student loan” sub-product.
Appendix B: values
CONSUMER COMPLAINT FORM PRODUCT AND ISSUE OPTIONS 44 APPENDIX B: ADDED VALUES
Vehicle loan or lease
§ Sub-products: None
§ Issues:
° “Repossession” under “Loan” and “Lease” sub-products.
§ Sub-issues:
° “Did not receive car title” sub-issue under “Getting a loan or lease” issue under “Loan” sub-product.
° “Notice to repossess,” “Company explaining amount owed,” “Company communicating payment assistance or payment extension options,” “Voluntary repossession,”
balance after repossession” sub-issues under “Repossession” issue under “Loan” and “Lease” sub-products.
Appendix B: values
