CFPB Helps Consumer Successfully Resolve Credit Card Debt He Didn’t Owe


We support reforms to the financial marketplace that protect consumers from unscrupulous banks and lenders.

By Consumers Union on Wednesday, July 23rd, 2014

Spanish-language assistance helps veteran with years-long problem in 30 days

Higinio, a resident of Trujillo Alto, Puerto Rico, served in the American military for more than three decades. For years, Higinio got letters saying he owed a credit card debt which he had paid off. He said, “I felt powerless trying to solve this problem because credit here in Puerto Rico, I mean everywhere, is essential and very important. I felt powerless. I was forced to look for help.”

Higinio’s interview is part of a new feature on the Consumer Financial Protection Bureau’s (CFPB) website, Your Story, in which consumers, in their own words, describe challenges they have had with financial products and how the CFPB helped them get those problems resolved.

A friend recommended Higinio contact CFPB after she found information online about the CFPB’s ability to help consumers who file complaints with the Bureau.

Higinio got help right away, “I wasted three years trying to arrange my credit balance before contacting CFPB, since that it took thirty days for me to receive an answer from them and they began to help me.”

The CFPB’s helped Higinio in his native language, Spanish. This was especially important to Higinio: “The help in Spanish was amazing because I understand English, but it’s not the same when you have a problem and try to explain it in a language that’s not yours; it’s never the same.

As Higinio’s story illustrates, the CFPB helps consumers resolve complaints with financial services companies. The Bureau also provides consumer tips, advice and more on Spanish and English language websites. The CFPB contact centers for complaints handle calls with little-to-no wait time providing service to consumers in more than 187 languages and for hearing and speech impaired consumers via a toll free telephone number, 855-411-2372.

Consumers Union is a big proponent of a strong CFPB. We think consumers need a cop on the beat to make sure financial services are safe. July 21 marks the CFPB’s birthday. Stories like Higinio’s show there’s lots to celebrate!

Do you have a CFPB experience? We’d like to hear from you. Share your story here.

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