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An online slipup at the CFPB

By Janna Herron · Bankrate.com
Thursday, September 1, 2011
Posted: 10 am ET

The debut of a federal consumer watchdog doesn't come without a few hiccups.

The Consumer Financial Protection Bureau, which enjoyed its proverbial ribbon-cutting July 21, has run into its first problem: delayed credit card complaints.

A Bloomberg News report on Tuesday revealed that some of the credit card gripes filed online on the CFPB's website have yet to reach issuers due to technical snafus.

The newly created agency, which is charged with fighting for consumers and regulating companies that provide financial products, said the main issue was browser compatibility. Some credit card issuers were operating older versions of the browser, messing up the complaint portal, explained CFPB spokeswoman Jennifer Howard in an email.

The CFPB is on top of the problem, and Howard said the remaining issues will be sorted out soon. She reassured me in saying that the "vast majority" of complaints are getting to the right companies.

"Our goal was to get a consumer response center established by (July 21) so that we could start helping consumers with their credit complaints on day one," she said. "It was a big undertaking with a very short timeline, but one that we were able to deliver."

Well, mostly.

If you're worried that your online complaint may have slipped through the cracks, check on it using the tracking number the CFPB provided when you filed the complaint. Call the CFPB's toll-free number at (855)411-CFPB (2372) or log on to the website at ConsumerFinance.gov to check the status of your complaint.

For consumers who want to file a complaint but are concerned about a technical failure, feel free to contact the CFPB's call centers at the number above. Howard said there was little to no wait times for calls and consumers are getting directly through.

"We have received feedback from consumers that they are satisfied with our process and the bank's resolution," Howard said.

Have you filed a complaint with the CFPB? If so, what was your experience?

Follow me on Twitter: @JannaHerron

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