Sunday, October 2, 2016

CFPB issues updated examination procedures under Military Lending Act and July 2015 DOD Rule (re-post)

CFPB to Evaluate Military Lending Act Violations in its Exams of Creditors and Will Use Its Enforcement Authority in Cases of Substantial Consumer Harm
FOR IMMEDIATE RELEASE:September 30, 2016
CONTACT:Office of CommunicationsTel: (202) 435-7170
WASHINGTON, D.C. – Today the Consumer Financial Protection Bureau (CFPB) issued the procedures its examiners will use in identifying consumer harm and risks related to the Military Lending Act rule which was updated in July 2015. The exam procedures being released today by the Bureau provide guidance to industry on what the CFPB will be looking for during reviews covering the amended regulation.
“Protecting servicemembers is a priority for the CFPB,” said CFPB Director Richard Cordray.“The updated exam procedures being released today will help ensure that servicemembers and their families are dealt with in a fair and safe manner when attempting to access credit.”
In 2006, Congress passed the Military Lending Act to help address the problem of high-cost credit as a threat to military personnel and readiness. In July 2015, the Department of Defense issued a final rule expanding the types of credit products that are covered under the protections of the Military Lending Act. The protections provided by the Military Lending Act extend to active-duty servicemembers (including those on active Guard or active Reserve duty) and covered dependents. When lending to servicemembers and their dependents creditors must abide by the following requirements:
  • A 36 percent rate cap: Creditors cannot charge servicemembers or their covered dependents more than a 36 percent Military Annual Percentage Rate, which generally includes the following costs (with some exceptions): finance charges, credit insurance premiums or fees, add-on products sold in connection with the credit extended, and other fees such as application or participation fees.
  • No mandatory waivers of consumer protection laws: Creditors cannot require servicemembers or their covered dependents to submit to mandatory arbitration or give up certain rights under state or federal law, such as the Servicemembers Civil Relief Act.
  • No mandatory allotments: Creditors cannot require servicemembers or their covered dependents to create a voluntary military allotment in order to qualify for a loan.
Early examinations will evaluate financial institutions’ compliance management systems and overall efforts to follow the rule’s requirements. Specifically, examiners will consider an institution’s implementation plan, including actions taken to update policies, procedures, and processes; its training of appropriate staff; and its handling of early implementation challenges.The Bureau also expects institutions to ensure servicemembers and other eligible consumers are receiving the consumer protections afforded by the Military Lending Act. Risks to consumers resulting from Military Lending Act violations are significant, and the CFPB will exercise its enforcement authority in appropriate cases of substantial consumer harm.
For most forms of credit subject to the updated Military Lending Act rule, creditors are required to comply with the amended regulation as of Oct. 3, 2016; credit card providers must comply with the new rule as of Oct. 3, 2017.
The revised Military Lending Act exam procedures released today are based on the approved Federal Financial Institutions Examination Council procedures. This interagency effort helps promote a consistent regulatory experience for industry.
Today’s revised Military Lending Act Exam Procedures can be found at:
A copy of the Department of Defense’s Military Lending Act rule can be found here:
Information for consumers about the Military Lending Act is available here on AskCFPB:

The Consumer Financial Protection Bureau is a 21st century agency that helps consumer finance markets work by making rules more effective, by consistently and fairly enforcing those rules, and by empowering consumers to take more control over their economic lives. For more information, visit

Wednesday, September 7, 2016

CFPB Unveils Youth Financial Education Initiatives (press release re-post)

CFPB RELEASE: September 7, 2016 
Bureau Releases Report on Teaching Financial Fundamentals and Offers a Tool for Educators
Washington, D.C. – The Consumer Financial Protection Bureau (CFPB) today unveiled new resources for financial educators including Building Blocks to Help Youth Achieve Financial Capability, a report that presents a new financial capability developmental model and makes recommendations for financial education. Based on the developmental framework described in the report, the Bureau also released a personal finance pedagogy, a teaching tool to enhance personal financial education in schools.
“The first line of defense for consumers to protect themselves is the ability to make informed and responsible decisions, and financial education that starts in childhood is an essential first step,” said CFPB Director Richard Cordray. “Our Building Blocks report adds to our ongoing efforts to see that every young American can gain the knowledge, skills, and resources they need to build a healthy financial future.”
The CFPB created the model to help financial education policy and program leaders to more effectively deliver financial education opportunities to American youth. The report outlines the building blocks of financial capability, as well as strategies for supporting its development from early childhood through adolescence. Financial capability is the capacity to manage financial resources effectively, understand and apply financial knowledge, and the ability to make a plan, stick to it and successfully complete financial tasks. People with financial capability are more likely to be able to meet current and ongoing financial obligations and feel more secure in their financial futures.
The  Bureau’s report Building Blocks to Help Youth Achieve Financial Capability highlights key milestones from early childhood through young adulthood that support the development of adult financial capability, and makes recommendations on achieving it, including:
  • Support the growth of executive function: Strong executive function makes it easier to plan, focus attention, remember details and juggle multiple tasks. This skill is used to set goals, save for the future, and stick to a budget. This typically begins to develop at ages 3 to 5.
  • Encourage the development of positive financial habits and norms: Financial habits are the values, standards, routine practices, and rules of thumb around financial matters that help people navigate day-to-day financial lives. Children and teens absorb these habits and norms by watching their peers and adults. Parents and caregivers play a central role in this development by demonstrating healthy financial values and behaviors and talking about everyday financial decisions. These skills typically start to develop at ages 6 to 12.
  • Teach financial knowledge and decision-making skills: Financial decision-making includes financial planning, research, and choices such as buying a car or financing higher education. Learning from direct, hands-on experience helps young people to acquire relevant knowledge and practice financial decision-making skills. This becomes most relevant during ages 13 to 21.
The report outlines recommendations for ways to help youth learn the building blocks of financial capability. And it provides real-life examples and strategies for putting these capabilities into action. Creators of financial education curricula and program providers can use the developmental model to adapt programs, lessons, and activities. Policy and community leaders can use the recommendations to shape and promote financial education initiatives.
Based on the developmental model described in the report, the Bureau is also releasing a personal finance pedagogy, a teaching tool to enhance personal financial education in schools and to promote lifelong learning and financial skills development. It outlines strategies for instructing students of all ages with a broad range of skills, habits, and attitudes that characterize adult financial capability.
A chief component of this education tool is the “personal finance wheel,” which helps simplify the process by clearly identifying the most appropriate teaching techniques and learning strategies for financial capability. The wheel’s inner ring contains the three building blocks of youth financial capability: executive function, financial skills and decision-making, and financial habits. These divide the wheel into three sections. Each section then points to teaching techniques and learning strategies for developing that specific financial capability building block. This will help equip young people with the knowledge and skills they need to find and evaluate relevant financial information, and help them recognize situations that call for additional research.
The Building Blocks to Help Youth Achieve Financial Capability report is at:
The personal finance pedagogy teaching tool is available at:

The Consumer Financial Protection Bureau is a 21st century agency that helps consumer finance markets work by making rules more effective, by consistently and fairly enforcing those rules, and by empowering consumers to take more control over their economic lives. For more information, visit

CONTACT:Office of CommunicationsTel: (202) 435-7170
Prepared Remarks of Richard CordrayDirector of the Consumer Financial Protection Bureau
Youth Financial Capability Town Hall Remarks
Dallas, TexasSeptember 7, 2016
Ann Baddour is the vice chair of our Consumer Advisory Board. I want to thank her and her organization, Texas Appleseed, for hosting us here in the Lone Star state. Today we are pleased to announce two new pieces of work in the field of financial education. First, we are issuing a new report discussing a development model that identifies the building blocks our young people need to achieve financial capability at different stages of their growth and maturity. Second, we are releasing a teaching tool that we call a “personal finance pedagogy.” This tool will help support teachers in more effectively delivering financial education to their students. The Consumer Bureau believes that these new resources will prove valuable for anyone working to promote youth financial education.
Each year as summer turns to fall, millions of young people are back in class and settling into the routines of a new school year. That is true, in fact, of my own high-school-age twins. Students across the country are navigating new class schedules, homework loads, and after-school activities. And many others, for the first time, are confronting the new reality that they are not going back to class because they have finally finished school. Instead, they are now standing on their own two feet, expected to navigate a financial marketplace that requires people to make increasingly complex decisions.
Those of you here today include financial education practitioners, bankers, parents, and many others. You know the challenges people face when they lack a solid foundation of financial know-how and decision-making skills. We also must face the fact that our country has done a remarkably poor job of providing financial education in our schools. That represents an unfortunate failure for our society. It puts many of our people at risk and exposes them to needless harm. It is a situation that needs to change – one that we and many of you are dedicated to changing.
Studies show that nearly 90 percent of parents and teachers believe that financial education should be taught in our schools. Yet only 17 states – Texas among them – currently require high school students to take a personal finance course in order to graduate. A recent study explored the credit outcomes of young adults who had taken a personal finance course in high school and compared them to the outcomes of young adults in similar states with less rigorous financial education. It found that students who had taken a personal finance course had improved credit scores and less likelihood of delinquency later in life.
That comes as no surprise to me and probably to many of you. We have all seen other research raising doubts about the effectiveness of financial education. I have never found it convincing. To me, all it says is that we simply have not yet been at this work long enough or hard enough, and we are still trying to figure out how to do it more effectively. The same was true of the general project of public education going back more than a century. Yet nobody today doubts that good education improves people’s lives. Nor should we doubt that good financial education will improve people’s financial lives. So when we see positive results like these linked to financial education courses, it tells me that this type of instruction should be just as fundamental as the education we all receive in reading, writing, and arithmetic. And we should focus keenly on how we can continue to improve on our methods and approach.
One cornerstone of our mission at the Consumer Bureau is to do exactly this kind of work: to study how we can improve financial education for people of all ages. One of the things we all recognize is that what we teach to our young people can vary significantly at different stages of their development. So we have been considering this question: Where and when during childhood and adolescence do people acquire the foundations of financial capability?
This question led to the creation of our new evidence-based developmental framework. Through it, we are seeking to understand how young people learn and how they develop the building blocks of financial capability. Our report, released today, includes recommendations about how to apply this developmental model to financial education programs, policies, and initiatives.
In particular, our recommendations identify three key building blocks. The first, which begins to be primarily developed in early childhood around ages 3 to 5, is a focus on developing executive function. This refers to a basic sense of self control that people draw upon to set goals, save for the future, and stick to a budget. The next, which begins to be primarily developed during the pre-teen years around ages 6 to 12, is a focus on encouraging parents and caregivers to help instill positive financial habits and norms in the child. The third building block is a focus on financial knowledge and decision-making skills, which is primarily developed as children approach maturity, around ages 13 to 21. At this point, children are ready and able to learn from actual experiences, such as shopping, and through their own financial research. These three building blocks reflect what we have found previously, that financial capability is not the same as financial knowledge. We have seen that financial capability goes well beyond just learning facts and is shaped by this broader set of attributes that are developed throughout childhood.
Earlier today, we saw one of these building blocks in action during a “Reality Fair” at Lake Highlands Junior High School. This program provides a unique forum for students to begin to experience some of the same financial challenges they will face when they start life on their own. Personally, I have been an enormous fan of this approach since I first ran across it in Ohio more than a decade ago. I commend credit unions for embracing it to help educate many thousands of young people each year. My children’s high school operates the same type of program, which they call “Reality Days,” and every student participates at some point during their high school years. Activities like these make a big impression on young people. Students deepen their financial knowledge and build financial capability in a more lasting way through such hands-on activities, which can also include school banking programs, entrepreneurship training, and financial games or simulations.
For many teachers, personal finance is a relatively new area of study. Although most parents want their children to learn about personal finance in the classroom, many teachers do not feel empowered to provide this instruction. Their lack of familiarity translates into a lack of confidence. So we have expanded on the research we are doing on building blocks to develop something we call a “personal finance pedagogy” for use by teachers. That is a fancy-sounding name for what essentially is a teaching tool. The pedagogy has been condensed into what is called a personal finance wheel for use by teachers and practitioners. Divided among the three building blocks that we just discussed, the wheel directs teachers to the kinds of techniques and learning strategies that are appropriate to help youth gain these skills during different phases of their development.
The Consumer Bureau also offers a curriculum review tool for youth financial education. It offers criteria to help teachers and financial educators analyze and select appropriate financial education material for their students.
We face serious challenges in achieving our goal of financial capability for young people. These challenges are varied and complex. But as more public, private, and nonprofit organizations join in making the commitment to advance youth financial capability, we can and will make progress together.
One of our most promising partnerships has us engaging with a large and growing number of libraries across the country, including the Texas Library Association with whom we have strong ties. And we are working with social service providers, community groups, state and local policymakers – anyone, really – who may be interested in pursuing these same goals. We also are well aware that many credit unions share this interest and are willing to find ways to partner with us, including the Cornerstone Credit Union League, the Credit Union of Texas, and the National Credit Union Foundation.
We have a great opportunity today to discuss how we can give young people the foundation, the information, and the experience they need to make responsible financial decisions. Together we are striving to see that every young American can gain the knowledge, skills, and resources they need to build a healthy financial future. We will remain focused on this important way to strengthen our economy and our country, and I look forward to our conversation. Thank you.

Thursday, May 5, 2016

CFPB Proposes Banning Mandatory Arbitration Clauses That Deny Groups of Consumers Their Day in Court (May 5, 2016 press-release re-post)

CONTACT: Office of Communications Tel: (202) 435-7170


Bureau Seeks Comment on Proposal to Ban a Contract Gotcha that Prevents Groups of Consumers from Suing Consumer Financial Companies 
WASHINGTON, D.C. — Today the Consumer Financial Protection Bureau (CFPB) is seeking comments on proposed rules that would prohibit mandatory arbitration clauses that deny groups of consumers their day in court. Many consumer financial products like credit cards and bank accounts have contract gotchas that generally prevent consumers from joining together to sue their bank or financial company for wrongdoing. These widely used clauses leave consumers with no choice but to seek relief on their own – usually over small amounts. With this contract gotcha, companies can sidestep the legal system, avoid accountability, and continue to pursue profitable practices that may violate the law and harm countless consumers. The CFPB’s proposal is designed to protect consumers’ right to pursue justice and relief, and deter companies from violating the law.
“Signing up for a credit card or opening a bank account can often mean signing away your right to take the company to court if things go wrong,” said CFPB Director Richard Cordray. “Many banks and financial companies avoid accountability by putting arbitration clauses in their contracts that block groups of their customers from suing them. Our proposal seeks comment on whether to ban this contract gotcha that effectively denies groups of consumers the right to seek justice and relief for wrongdoing.”
In recent years, many contracts for consumer financial products and services – from bank accounts to credit cards – have included mandatory arbitration clauses. They affect hundreds of millions of consumer contracts. These clauses typically state that either the company or the consumer can require that disputes between them be resolved by privately appointed individuals (arbitrators) except for cases brought in small claims court. Where these clauses exist, either side can generally block lawsuits from proceeding in court. These clauses also typically bar consumers from bringing group claims through the arbitration process. As a result, no matter how many consumers are injured by the same conduct, consumers must proceed to resolve their claims individually against the company.
Through the Dodd-Frank Wall Street Reform and Consumer Protection Act, Congress required the CFPB to study the use of mandatory arbitration clauses in consumer financial markets. Congress also gave the Bureau the power to issue regulations that are in the public interest, for the protection of consumers, and consistent with the study.
Released in March 2015, the CFPB’s study showed that very few consumers ever bring – or think about bringing – individual actions against their financial service providers either in court or in arbitration. The study found that class actions provide a more effective means for consumers to challenge problematic practices by these companies. According to the study, class actions succeed in bringing hundreds of millions of dollars in relief to millions of consumers each year and cause companies to alter their legally questionable conduct. The study showed that at least 160 million class members were eligible for relief over the five-year period studied. Those settlements totaled $2.7 billion in cash, in-kind relief, and attorney’s fees and expenses. In addition, these figures do not include the potential value to consumers of class action settlements requiring companies to change their behavior. However, where mandatory arbitration clauses are in place, companies are able to use those clauses to block class actions.
The CFPB proposal is seeking comment on a proposal to prohibit companies from putting mandatory arbitration clauses in new contracts that prevent class action lawsuits. The proposal would open up the legal system to consumers so they could file a class action or join a class action when someone else files it. Under the proposal, companies would still be able to include arbitration clauses in their contracts. However, for contracts subject to the proposal, the clauses would have to say explicitly that they cannot be used to stop consumers from being part of a class action in court. The proposal would provide the specific language that companies must use.
The proposal would also require companies with arbitration clauses to submit to the CFPB claims, awards, and certain related materials that are filed in arbitration cases. This would allow the Bureau to monitor consumer finance arbitrations to ensure that the arbitration process is fair for consumers. The Bureau is also considering publishing information it would collect in some form so the public can monitor the arbitration process as well. 
The benefits to the CFPB proposal would include:
  • A day in court for consumers: The proposed rules would allow groups of consumers to obtain relief when companies skirt the law. Most consumers do not even realize when their rights have been violated. Often the harm may be too small to make it practical for a single consumer to pursue an individual dispute, even when the cumulative harm to all affected consumers is significant. The CFPB study found that only around 2 percent of consumers with credit cards who were surveyed would consult an attorney or otherwise pursue legal action as a means of resolving a small-dollar dispute. With class action lawsuits, consumers have opportunities to obtain relief from the legal system that, in practice, they otherwise would not receive.
  • Deterrent effect: The proposed rules would incentivize companies to comply with the law to avoid group lawsuits. Arbitration clauses enable companies to avoid being held accountable for their conduct. When companies know they can be called to account for their misconduct, they are less likely to engage in unlawful practices that can harm consumers. Further, public attention on the practices of one company can affect or influence their business practices and the business practices of other companies more broadly.
  • Increased transparency: The proposed rules would make the individual arbitration process more transparent by requiring companies that use arbitration clauses to submit any claims filed and awards issued in arbitration to the CFPB. The Bureau would also collect correspondence from arbitration administrators regarding a company’s non-payment of arbitration fees and its failure to adhere to the arbitration forum’s standards of conduct. The collection of these materials would enable the CFPB to better understand and monitor arbitration. It would also provide insight into whether companies are abusing arbitration or whether the process itself is fair.
The proposed rules which the CFPB is seeking comment on would apply to most consumer financial products and services that the CFPB oversees, including those related to the core consumer financial markets that involve lending money, storing money, and moving or exchanging money. Congress already prohibited arbitration agreements in the largest market that the Bureau oversees – the residential mortgage market.
In October 2015, the Bureau published an outline of the proposals under consideration and convened a Small Business Review Panel to gather feedback from small companies. In addition to consulting with small business representatives, the Bureau sought input from the public, consumer groups, industry, and other stakeholders before continuing with the rulemaking. That process concluded in December 2015 with a written report to the Bureau’s director, which is also being released today. 
The public is invited to comment on these proposed regulations when they are published in the Federal Register. Written comments will be carefully considered before final regulations are issued.
The March 2015 CFPB report on arbitration is available at:

Prepared Remarks of Richard CordrayDirector of the Consumer Financial Protection Bureau 
Field Hearing on Arbitration Clauses 
Albuquerque, N.M.May 5, 2016
Thank you to Albuquerque for the warm welcome you have given us.  This is our 34th field hearing since the Consumer Financial Protection Bureau first opened its doors and started traveling the country to listen to the everyday concerns of American consumers.  Each one of these field hearings has been valuable for us.  They give us insight and substance to inform our work, and they humanize the challenges posed in the financial marketplace.  So we thank you all for joining us today.  Hearing people’s stories, as told by them, sometimes in voices of steely determination, other times through tears as they recount their difficulties and frustrations, leaves an indelible mark on us as we turn back to analyze and address the issues they raise.  Let there be no doubt that these sessions motivate us to keep moving forward in our efforts to help make consumer finance markets work better for consumers.
Today we are proposing a new regulation for public comment and further consideration.  If finalized in its current form, the proposal would ban consumer financial companies from using mandatory pre-dispute arbitration clauses to deny their customers the right to band together to seek justice and meaningful relief from wrongdoing.  This practice has evolved to the point where it effectively functions as a kind of legal lockout.  Companies simply insert these clauses into their contracts for consumer financial products or services and literally “with the stroke of a pen” are able to block any group of consumers from filing joint lawsuits known as class actions.  That is so even though class actions are widely recognized to be valid avenues to secure legal relief under federal and state law.
We have investigated arbitration, and our research found that very few consumers know anything about these “gotcha” clauses.  Even fewer consumers know how they actually work.  Based on our research, we believe that any prospect of meaningful relief for groups of consumers is effectively extinguished by forcing them to fight their legal disputes as lone individuals.  These battles – frequently over small amounts of money – would often have to be fought against some of the largest financial companies in the world.  When faced with the daunting prospect of spending considerable time and effort to recoup a $35 fee or even a $100 overcharge, it is not hard to see why few people would even bother to try.
The fact is that certain corporate policies and practices can be lucrative to businesses but harm large numbers of individuals only on a minor basis.  There was a long time in the history of this country where the legal system struggled for a solution to this problem.  Courts and legislative bodies sought to develop a workable mechanism whereby people could band together and aggregate their claims into a single action that could provide accountability and justice within the legal system.  Some of these efforts go back hundreds of years, but about a half-century ago, the concept of the modern class action came to fruition in the American civil justice system.  As this procedure was refined to allow the courts to handle and process such cases efficiently and fairly, both Congress and the federal courts embraced and approved this approach.  So did legislatures and courts in nearly every state.  It has proved particularly meaningful in the arena of consumer finance, where companies that violate the law may do small amounts of harm to thousands or even millions of consumers.
It is important to recognize that the legislative and judicial branches of government not only have recognized and validated this mechanism for group lawsuits, but they also tightly control its use in particular cases.  Congress and state legislatures have the authority to determine whether any violation of law can give rise to a private lawsuit in the first place, under what conditions, and for what types of relief.  If a class action lawsuit is filed, the courts have specific processes for determining whether the claims can proceed in that format or not.
This is notable because for some provisions of the consumer financial laws, Congress has in fact authorized private lawsuits.  Thus, over many years of enacting federal consumer financial laws (all of which post-date the adoption of the modern class action procedures in the federal courts), Congress has explicitly determined that such actions further the purposes of those particular statutes.  And in so doing, Congress has permitted consumers to bring lawsuits (including class actions) to seek meaningful relief for the harm done them by such violations of law.
These provisions of the consumer financial laws thus provide a right to sue for relief, with one consumer representing the interests of a group who have all been harmed in the same way.  If the lawsuit is successful, the company can be made to rectify the problem for all affected customers.  It also can be required to clean up its practices moving forward.  Yet a mandatory arbitration clause can negate all of this, leaving consumers with few practical avenues to secure adequate relief when they are harmed by violations of the law.
The justification for this approach is found in the Federal Arbitration Act, a statute that dates from 1925 and whose application has evolved over time.  At the outset, its primary and virtually sole focus was on business-to-business disputes, in cases where the parties negotiated and agreed that it was in their mutual interest to have their disputes resolved by an arbitrator rather than by the courts.  Over the years, arbitration came to be used in other types of disputes as well, such as those between unions and employers.  It is generally recognized as one of several methods of “alternative dispute resolution.”
More recently, many businesses have sought to use arbitration clauses not simply as an alternative means of resolving disputes, but effectively to insulate themselves from accountability by blocking group claims.  For many years, courts wrestled with the question of whether to allow arbitration clauses to be used in this way.  Several years ago the Supreme Court concluded that arbitration clauses could in fact block class actions even though the state courts in that case had deemed that result to be unconscionable under state law.
In the past decade, however, Congress has expressed growing concern about whether mandatory arbitration is appropriate in the realm of consumer finance.  First in the Military Lending Act, passed in 2007, Congress barred arbitration clauses in connection with certain loans made to servicemembers.  In 2010, in the Dodd-Frank Wall Street Reform and Consumer Protection Act, Congress went further by barring arbitration clauses in mortgages, which make up the largest consumer finance market.  In so doing, Congress expanded on a ban that Fannie Mae and Freddie Mac had imposed several years earlier on mortgage contracts they purchased.
Similarly, in the Dodd-Frank Act Congress authorized the Securities and Exchange Commission (SEC) to regulate the use of arbitration clauses in contracts between investors and brokers and dealers.  Here Congress was building on work by the Financial Industry Regulatory Authority (FINRA), which has long required that arbitration clauses adopted by its broker-dealer members cannot be used to block class actions by customers.  Each of these measures reflects concern about how mandatory arbitration clauses may undermine the welfare of individual consumers (or, in the case of the SEC, investors) in the financial marketplace.
Congress also spoke to our subject today by directing the Consumer Bureau to conduct a study and provide a report to Congress on the use of mandatory arbitration clauses in other consumer financial contracts.  Once this work was completed, Congress stated that “[t]he Bureau, by regulation, may prohibit or impose conditions or limitations on the use of” such arbitration clauses in consumer financial contracts if the Bureau finds that such measure “is in the public interest and for the protection of consumers,” and such findings are “consistent with the study” we performed.  We finished that work a year ago and heard from stakeholders about our findings and analysis.  We then put forward an initial framework, subject to further review through our small business review panel process and with others as well.  All of this leads up to our proposal today for a potential new rule that would address this issue.
To explain what we are proposing, it is useful to recap the results of our extensive study and report to Congress, which spans 728 pages of findings and analysis.  Perhaps the most striking finding from our study is that consumers rarely file individual disputes involving financial products or services in any forum.  We believe in part this is because consumers often do not recognize when their rights have been violated.  It can be difficult for consumers to know, for example, when they have received inadequate or even misleading information or when they have been subject to discrimination.  Even when consumers do feel aggrieved by something their financial service provider has done – for example, by charging an unwanted back-end fee – consumers rarely know whether the company’s conduct is unlawful.  And for the overwhelming majority of consumers, we believe it simply does not make sense to try to find a lawyer to take issue with a small fee or other such practices.
Our study further found that when individual consumers choose to step forward and bring a class action on behalf of all similarly-situated consumers, such group lawsuits can be an effective way to provide relief when they are allowed to proceed.  This includes those who may not realize that their rights have been violated or those who may have felt they simply had to resign themselves to the way they were treated.  Indeed, by examining five years of data on several distinct markets, the study found that group lawsuits delivered, on average, about $220 million in payments to 6.8 million consumers per year in consumer financial services cases.  Customers were also able to obtain substantial prospective relief by forcing companies to improve compliance and adopt more consumer-friendly practices.  Of course, the class action lawsuit is by no means a perfect mechanism for addressing such issues.  But class actions do happen to be the most practical solution that has been worked out to date.  And the precise parameters of class action procedures have remained constantly subject to further critique, reform, and improvement over time.
The study showed that many companies use mandatory arbitration clauses to block consumers from ever securing any meaningful relief from violations of the law.  Tens of millions of consumers use financial products or services that are subject to arbitration clauses.  Those clauses deter class action lawsuits from being filed and often prevent those that are filed from moving forward.  Yet without group lawsuits, those consumers who feel they may have been wronged are often left with very limited options.  They can pursue their dispute with the company individually in arbitration, in small claims court, or sometimes in state or federal court, yet our study showed they rarely do so.  They can simply accept the unlawful terms and absorb the harmful treatment, as is too often the case for many consumers.  They can pursue some type of informal dispute resolution with the company through complaint lines, which will lead to relief in some instances as a matter of good customer service, but falls far short of any systematic resolution that eradicates unlawful practices.  Or they can “vote with their feet” by moving on to another provider, though this is not always possible.  Even when it is, there may be less incentive to do so if other companies have also inserted arbitration clauses in their own contracts.
So our study indicated that simply by inserting the magic words of an arbitration clause, financial companies can avoid being held directly accountable for their actions affecting their customers.  Of course, the laws may empower certain government officials, such as those of us at the Consumer Bureau, to bring actions to enforce their terms.  Yet public resources devoted to this purpose are limited, to the point where we cannot hope to cover the waterfront of consumer financial harm by such means.  Indeed, the study found that class actions supplement government enforcement actions and seldom overlap with them.  And several state attorneys general have told us they favor limitations on arbitration clauses because their enforcement resources are also limited.
Under the proposed regulation we are releasing today for public comment, companies could still include arbitration clauses in their contracts.  For new contracts, however, these clauses would have to say explicitly that they cannot be used to stop consumers from grouping together in a class action.  As noted previously, this is the same approach FINRA has taken in regulating similar provisions in certain investor contracts and it does not go as far as Congress did for mortgage contracts or certain credit contracts for servicemembers.  In our study, we found that individual arbitrations are not commonly filed in consumer finance matters, and we do not believe we have enough data to justify restricting them further at this time.
If arbitration truly offers the benefits that its proponents claim, such as providing a less costly and more efficient means of dispute resolution, then it stands to reason that companies will continue to make it available.  If they do, then companies which retain these more limited arbitration clauses would have to submit claims, awards, and other information to the Bureau.  This would enable better monitoring of consumer finance arbitrations to ensure that the process is fair for individual consumers.  It would also enable further review of the substantive allegations raised in these arbitration processes to see if they warrant action by the Bureau.  Finally, we are considering publishing these materials on our website to promote transparency and enable the public to learn more about the arbitration process.
So the essence of the proposal issued today is that it would prevent mandatory arbitration clauses from imposing legal lockouts to deny groups of customers the right to pursue justice and secure meaningful relief from wrongdoing.  From the results of our study, we believe that doing so would produce three general benefits, about which we seek further comment.
First, consumers would have a more effective means to pursue meaningful relief after they have been hurt by violations of consumer financial laws.  At the same time, it would stop the same prohibited practices from harming consumers in the future.  Many of these laws confer the right to an effective remedy to redress harms consumers suffer from violations of the law.  This reflects an important element of personal liberty, that people should have the ability to protect themselves by acting to pursue their rights.  But as we have already noted, it may not be practical or worthwhile for consumers to undertake the burden and cost of bringing an individual case just to challenge small fees and charges.  Without the opportunity to pursue group claims, they may be effectively cut off from having their grievances addressed.
Second, another important benefit that would potentially flow from our proposal is that it would deter wrongdoing on a broader scale.  Although many consumer financial violations impose only small costs on each individual consumer, taken as a whole these unlawful practices can yield millions or even billions of dollars in aggregate harm.  Mandatory arbitration clauses that bar group actions protect companies from being held accountable for their misdeeds.  Thus, companies have less reason to ensure that their conduct complies with the law.  We plainly recognize that this may cause financial companies to incur higher compliance costs and forgo some revenue from engaging in risky behaviors.  But we believe that is exactly how accountability should change company behavior.
Put differently, it matters if companies are aware that group lawsuits can lead to relief to thousands or even millions of victims of unlawful practices.  The likely result is to create a safer market for current and future customers of that company.  That is because the potential for a substantial monetary award often leads a company to rethink its practices by reassessing its bottom line.  And the public spotlight on these cases can influence business practices at other companies as well.
Third, by requiring companies to provide the Bureau with arbitration filings and written awards, which we might end up making public in some form, the proposal would enable the Bureau to monitor and assess the pros and cons of how arbitration clauses affect resolutions for individuals who do not pursue group claims.  We believe this would improve our understanding and enable policymaking that is better informed.  The Bureau would also collect correspondence from administrators about a company’s non-payment of arbitration fees and its failure to adhere to the arbitration forum’s fairness principles.  The purpose here would be to provide insight into whether companies are abusing arbitration or whether the process itself is unfair.
In short, we believe our proposal would promote consumers’ ability to pursue claims, bring greater accountability, and enhance the transparency and fairness of arbitrations.
Our democracy allows, encourages, and indeed depends on citizens who band together to demand political or legislative change.  Many consumer financial laws likewise presuppose that groups of customers can join together in our legal system to demand changes in unlawful practices that affect them all in common.  But our study shows that an important avenue for reform can be cut off by mandatory arbitration clauses that affect millions of consumers.  Our proposal would reopen that avenue by ensuring that consumers can take action together if they have been hurt together.
Under our proposed rule, companies would not be able to deny consumers their day in court.  Companies would not be able to evade responsibility by blocking groups of consumers from the legal system and reaping the favorable consequences.  Everyone benefits from a marketplace where companies are held accountable for treating their customers fairly and in accordance with the law.
Our proposal will be open for public comment for the next three months.  We will carefully consider the comments we receive before issuing a final rule.  We have found this process is always instructive and enables us to reach sounder conclusions in the end.  We look forward to the public comments as well as the initial feedback we will hear today.  Thank you.

The Consumer Financial Protection Bureau is a 21st century agency that helps consumer finance markets work by making rules more effective, by consistently and fairly enforcing those rules, and by empowering consumers to take more control over their economic lives. For more information, visit

Monday, March 7, 2016

On-line lenders to come under CFPB scrutiny; consumer complaints invited (press release re-post)

Bureau Releases Consumer Bulletin with Information and Tips on Marketplace Lending
WASHINGTON, D.C. — Today, the Consumer Financial Protection Bureau (CFPB) announced it is accepting complaints from consumers encountering problems with loans from online marketplace lenders. The Bureau is also releasing a consumer bulletin that provides an overview of marketplace lending and outlines tips for consumers who are considering taking out loans from these types of lenders. 
“When consumers shop for a loan online we want them to be informed and to understand what they are signing up for,” said CFPB Director Richard Cordray. “All lenders, from online startups to large banks, must follow consumer financial protection laws. By accepting these consumer complaints, we are giving people a greater voice in these markets and a place to turn to when they encounter problems.” 
Millions of consumers take out personal loans online. Marketplace lending—often referred to as “peer-to-peer” or “platform” lending—is a relatively new kind of online lending. A marketplace lender uses an online interface to connect consumers or businesses seeking to borrow money with investors willing to buy or invest in the loan. Generally, the marketplace lending platform handles all underwriting and customer service interactions with the borrower. Once a loan is originated, the company generally makes arrangements to transfer ownership to the investors while it continues to service the loan.
Marketplace Lending Consumer BulletinA marketplace lender may offer different types of financial products such as installment loans, mortgages, student loans, or auto loans. Marketplace lending platforms generally market both new loans and loans that can be used to refinance or consolidate existing debt. Today’s consumer bulletin offers information for consumers who are considering a loan from a marketplace lender, including:
  • Important consumer protections apply: Marketplace lenders are required to follow federal and state consumer financial protection laws.
  • Be careful about refinancing certain types of debt: While some marketplace lenders may advertise lower interest rates, in some cases consumers could lose important loan-specific protections by refinancing an existing debt. Specifically, consumers should know that they may sign away certain federal benefits, such as income-driven repayment for federal student loans or servicemember benefits related to debt incurred prior to entering active duty.
The consumer bulletin also highlights general steps consumers should take when shopping for a loan, including a loan from a marketplace lender. Key tips include:
  • Look at income and spending: Before taking out a loan, consumers should evaluate how much they can afford and really need to borrow. Consumers should understand the total cost of the loan as well as what the total monthly cost will be each month.
  • Check credit reports: Consumers should check their credit report to make sure there are no errors that could keep them from getting credit or getting the best available terms on a loan. Consumers should be sure the information in the report is accurate and up-to-date.
  • Shop around: Consumers who consider interest rates offered by multiple lenders or brokers may see substantial differences in the rates. Consumers should compare the costs and terms of loans to find the deal that is best for them.  
Marketplace Lending ComplaintsThe CFPB began accepting complaints as soon as it opened its doors nearly five years ago in July 2011. It currently accepts complaints on many consumer financial products, including: mortgages, bank accounts and services, credit cards, student loans, auto and other consumer loans, credit reporting, debt collection, and payday loans.
Because marketplace lenders offer several types of consumer loans, a consumer submitting a complaint should select among the different complaint categories for products and services that best apply to their situation. For example, a consumer can select products such as “mortgage,” “consumer loan,” or “student loan.” The CFPB forwards complaints to the marketplace lender and works to get a response – generally within 15 days. Consumers are given a tracking number after submitting a complaint and can check the status of their complaint by logging on to the CFPB website. The CFPB expects companies to close all but the most complicated complaints within 60 days.
To submit a complaint, consumers can:
  • Go online at
  • Call the toll-free phone number at 1-855-411-CFPB (2372) or TTY/TDD phone number at 1-855-729-CFPB (2372)
  • Fax the CFPB at 1-855-237-2392
  • Mail a letter to: Consumer Financial Protection Bureau, P.O. Box 4503, Iowa City, Iowa 52244
The CFPB provides complaint-handling services to consumers in more than 180 languages and to consumers who are deaf, have hearing loss, or have speech disabilities via the Bureau’s toll-free telephone number.
Additionally, through AskCFPB, consumers can get clear, unbiased answers to their questions about financial products and services at or by calling 1-855-411-CFPB (2372).