CFPB initiative aims to improve customer service at banks, credit unions

The CFPB on Tuesday announced that it is seeking public input on how bank customers and credit union members can assert their rights to better customer service with big banks.

A 2010 federal law specifies that consumers have rights to obtain timely responses to requests for information about their accounts from large depository institutions, according to the CFPB. In its request for information, the CFPB is asking for data about, and consumer experiences with, the obstacles that may prevent people from receiving high standards of customer service and high-quality human interactions with their banks or credit unions.

Specifically, the CFPB is interested in hearing about the following:

  • What information do people request from their financial institution and how are they using that information?
  • What information are consumers currently unable to obtain from their financial institution?
  • Does how a person contact their financial institution make a difference in their ability to get information? For example, is there a difference if they visit in person or call or go online?
  • Are there customer service obstacles that inhibit their ability to bank?
  • Is there value in banks and credit unions disclosing who they share account information with, or compensation they may receive for sharing that information?
  • What do customers and members experience in terms of wait times, disconnected calls, the ability to speak to a person at a specific location, or the quality of responses to questions?

The deadline to submit comments will be 30 days after the request for information is published in the Federal Register.

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