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If you have a problem with a financial service or business, like a bank or credit card company, the Consumer Financial Protection Bureau (CFPB) may help resolve that issue so you keep more of your money. But Democrats are warning that the CFPB's new rules for filing customer complaints may have serious implications for customers who need the bureau's help.
Here's what to know about the changes, how they might affect you if you need to file a complaint, and what other options you have to get help.
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What the new CFPB rules change
On June 24, the CFPB announced the implementation of several new rules, noting that the rules are an attempt to address issues that "severely limit" the effectiveness of the consumer complaint portal.
One of those changes is the implementation of two-factor authentication. Users who create online accounts are required to verify their email address and their mobile phone number. The CFPB added that the use of address validation is intended to ensure that companies have high-quality information to use in addressing the complaint.
The CFPB also stated that consumers who need to correct incorrect credit report information must start by filing a dispute with credit-reporting agencies like Equifax, Experian, and TransUnion.
Why Democrats are worried about the new CFPB rules
On July 17, Senators Andy Kim and Elizabeth Warren sent a letter to Russell Vought, Acting Director of the CFPB, expressing concern about these updates and demanding answers about the new rules. The letter states that the updated consumer complaint system "discourages consumers from seeking assistance from the agency."
The Senators also express concern that the changes have made it more difficult for consumers to submit complaints, and that the changes "appear to have been made specifically at the urging of credit reporting companies." The letter indicates that the Senators are concerned that the updates may be designed to reduce the number of complaints submitted to the agency, and that consumers may be so frustrated at the cumbersome system that they don't bother to submit complaints.
The potential problem with the credit reporting agency requirement
The Senators' letter identifies several points of concern. It states that when individuals click on the complaint submission portal, they see a warning that they "must first dispute inaccurate or incomplete information on their credit report with the credit reporting agency."
The letter also questions whether individuals have waited 45 days before submitting a complaint. "If not," the portal says, "Do not submit your complaint here at this time." According to the Senators' letter, there is no legal requirement for consumers to dispute a credit complaint with an agency or wait 45 days before contacting the CFPB.
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The potential problem with two-factor authentication
The letter also identifies potential issues with the CFPB's new two-factor authentication. It notes that the CFPB hasn't explained how it may accommodate consumers like older Americans, unhoused individuals, or people with disabilities who don't have a cell phone or an email address.
Additionally, third parties who help consumers professionally, like housing counselors or legal services providers, shouldn't be using their own email addresses or mobile numbers, but their clients may lack email and mobile phones. The required authentication could present a major barrier in these circumstances.
Why the CFPB implemented new rules
The CFPB press release indicates that "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," indicating that the rules are an attempt to increase the process's effectiveness. The press release states that users who abuse the process stress the system and delay the processing of legitimate complaints.
It also points to an increase in the volume of consumer complaints received by the CFPB. In 2019, the CFPB received more than 150,000 credit or consumer reporting complaints, but in 2025, the number of complaints exceeded five million.
In contrast, the National Consumer Law Center released a statement warning that the rules could discourage consumers from disputing errors on their credit reports.
Alternatives to the CFPB
If the CFPB customer complaint portal fails you, consider other options to address the issue you're experiencing. Your state's consumer protection office may be able to help mediate a dispute with a business, helping you come to a resolution.
The Better Business Bureau may also send your complaint to a business, and the business then has a chance to respond to and resolve your complaint.
Elliott Advocacy is a nonprofit group that advocates for customers who have a dispute with a business. Elliott Advocacy doesn't charge for the work it does for consumers, but may write about cases that offer educational value to other consumers.
Bottom line
The CFPB has been a valuable resource for consumers, but filing a complaint may take more diligence because of the new rules. Familiarizing yourself with other resources available to you may help you stay on top of your finances and get the help that you need.
This is an important issue to monitor, and the Senators asked the CFPB several questions about their rules and their plans for the consumer complaint system, requesting responses by July 30. Those answers, if they do come, might provide more insight into how the consumer complaint system might function in the future and whether it may continue to help consumers find solutions and eliminate some money stress.
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