The CFPB is Correcting Flaws to Restore Integrity and Utility to the Consumer Complaint System

WASHINGTON, D.C. -- The consumer complaint portal has long been plagued by issues that severely limit its effectiveness in addressing consumers’ complaints and practical utility of its information. Recently, CFPB has taken multiple concrete actions to address these issues and is continuing its work, including with Credit Reporting Agencies, to increase effectiveness of the process, while aligning it with the statutory authorities:

The consumer complaint portal has long been plagued by issues that severely limit its effectiveness in addressing consumers’ complaints and practical utility of its information. Recently, the CFPB has taken multiple concrete actions, including with Credit Reporting Agencies, to address these issues and is continuing its work to increase effectiveness of the process, while aligning it with the statutory authorities.

First, users abusing the process stress the systems of the Bureau and companies and impede timely processing of legitimate complaints. This harms consumers and wastes resources. Credit reporting complaint volume increased dramatically in recent years. In 2019, the Bureau received more than 150,000 credit or consumer reporting complaints. In 2025, that number grew to more than five million—an increase of more than 3,700%. Amidst this record complaint volume, the nationwide consumer reporting agencies (NCRAs)—Equifax, Experian, and TransUnion—reported making more updates and deletions to inaccurate tradelines than in prior years. In 2024, the NCRAs closed more than 1.3 million complaints with non-monetary relief. In 2025, that number grew to 2.1 million.