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华盛顿特区 -- 消费者投诉门户长期以来一直受到诸多问题的困扰，这些问题严重限制了其处理消费者投诉的有效性以及其信息的实际效用。近期，CFPB已采取多项具体行动来解决这些问题，并正在继续开展工作，包括与征信机构合作，以提高流程的有效性，同时使其与法定权限保持一致：
- 修订其门户手册，以确保CRA在处理投诉时遵循标准化流程
- 加强身份保护
- 使投诉流程与法定义务保持一致
- 将资源集中于需要实质性回应的投诉
- 教育消费者如何处理其信用报告中的错误
- 提高投诉流程的效率
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消费者投诉门户长期以来一直受到诸多问题的困扰，这些问题严重限制了其处理消费者投诉的有效性以及其信息的实际效用。近期，CFPB已采取多项具体行动，包括与征信机构合作，来解决这些问题，并正在继续开展工作以提高流程的有效性，同时使其与法定权限保持一致。
首先，滥用该流程的用户给该局和各家公司的系统带来压力，并阻碍合法投诉的及时处理。这损害了消费者的利益并浪费了资源。近年来，信用报告投诉量急剧增加。2019年，该局收到了超过15万件信用或消费者报告投诉。到2025年，这一数字增长至超过500万件——增幅超过3,700%。在这一创纪录的投诉量之下，全国性消费者报告机构（NCRA）——Equifax、Experian和TransUnion——报告称，其对不准确交易线的更新和删除数量比往年更多。2024年，NCRA以非金钱救济方式结案了超过130万件投诉。到2025年，这一数字增长至210万件。
这一增长由许多——有时是相互重叠的——因素驱动：信用修复机构和信用诊所滥用该局的投诉流程作为其业务工具，专业能力存疑的社交媒体网红鼓励粉丝提交投诉，采用可能充当个人代理的新技术（例如“AI工具”），以及出现试图通过质疑消费者报告中准确信息来提升信用评分的新业务。
其次，NCRA并未统一报告其如何回应日益增多的消费者投诉。该局一直在与NCRA合作，以更好地了解其投诉处理做法，并确保消费者就其信用报告投诉获得及时、完整和准确的回应。信用报告投诉占提交给该局的所有投诉中最大的份额。
如果不解决这些问题，CFPB就无法将消费者投诉门户数据作为实际市场状况或实际消费者体验的可靠反映。该局正与NCRA和其他公司合作，实施以下变更以解决这些长期存在的问题：
提高结案定义的清晰度以促进一致性
通过接触 CRAs 和其他公司，该局了解到各公司对结案定义的操作方式不同，一些公司使用不同的定义将投诉归类为“以非金钱救济结案”。
我们正在采取哪些行动？该局发布了一份新的《公司门户手册》，明确说明公司应如何使用各种实质性及行政性回复结案类别，并解答常见问题。这将使各 CRA 的回复数据实现标准化。一旦数据能够标准化，该局将继续与 CRAs 合作，确保各机构之间的数据保持一致，且回复率保持在适当的高水平。
加强身份保护
安全是该局投诉系统的首要考量。同样，公司也需要 reassurance，确保他们是在回应自己的客户并保护其隐私。
我们正在采取哪些行动？该局推出了双因素认证，要求创建在线账户的用户同时验证其电子邮件地址和手机号码。它还增加了说明性文字和新的关系类别，以强调第三方必须披露其在投诉过程中的参与。CFPB 计划在投诉提交环节实施地址验证，以确保公司能够基于高质量信息采取行动。该局还在编写用户支持材料，以便年迈父母的成年子女、军人配偶及其他授权代表了解如何提交投诉。
使投诉流程与法定义务保持一致
《公平信用报告法》（FCRA）建立了一个框架，个人可直接向消费者报告机构对不准确或不完整的信息提出争议。一些信用修复诊所和个人正在利用该局的投诉流程来规避这一法定程序。
我们正在采取哪些行动？该局正在使其投诉流程与法定义务保持一致。它增加了一项通知，强调消费者必须先直接向消费者报告机构穷尽争议权利，然后才能向该局投诉。该局正在与 NCRAs 合作，了解哪些信息可以帮助他们更便捷地识别和审查先前的争议。该局还在探索增加一个额外的行政回复选项，以便 NCRAs 能够高效地退回消费者尚未履行 FCRA 争议义务的投诉。这些变化将帮助 NCRAs 按照 FCRA 的要求，将资源集中在值得审查的投诉上。
将资源集中在值得实质性处理的投诉上
When companies have reason to not respond to a complaint—such as one submitted by an unauthorized third party—the Bureau gives companies the ability to return complaints with an administrative response. Through its outreach, the Bureau learned that companies operationalized use of administrative response options differently.
What actions are we talking? The Bureau is collaborating with NCRAs and other companies to provide greater specificity of when to use existing administrative response categories. The Bureau is also exploring additional administrative response categories, such as when a user appears to be abusing the complaint process. The Bureau is exploring additional steps to support its efforts to monitor and safeguard the complaint system from users who attempt to abuse the complaint process.
教育消费者如何处理其信用报告中的错误
Some credit repair companies make claims that are too good to be true, such as guaranteeing a specific increase in credit scores or removing negative (but accurate) information. Social media financial influencers and new AI tools are also quickly changing the landscape.
What actions are we taking? The Bureau continues its work to develop and provide high-quality educational resources and tools for consumers, including materials highlighting the costs and risks of credit repair and how to spot fraud and scams.
提高投诉流程的效率
The Bureau is committed to leveraging technology to deliver faster, more secure services. The complaint process is focused on being a secure, digital-first service for all Americans.
What actions are we taking? The Bureau is building technology, like Application Programming Interfaces (APIs), to more efficiently share complaint information with companies. It will also be using software, like an address validation tool, to provide companies with high-quality information and reassurance that they are responding to their customer.
定义运营类别以有效管理投诉
While many complaints are sent to companies for response or referred to other agencies automatically, some complaints require manual review. In discussing complaints, those received seconds or minutes ago but not yet sent, referred, or otherwise closed have been viewed the same as those received weeks or months ago. These complaints collectively have been referred to as the complaint “backlog” and have never been distinguished.
What actions are we taking? With record volume, the Bureau took a fresh look at which complaints should constitute a complaint backlog going forward. Most complaints are sent to companies or referred to another agency the same day they are received. For those that require manual review, the Bureau is distinguishing routine work from complaints in the backlog to help ensure that the Bureau can prioritize its work effectively and provide timely responses to consumers.
For operational purposes, the backlog will include complaints awaiting action for more than 30 calendar days from the date of submission, whereas the remainder of complaints will be considered routine, work in progress.
来源：美国消费者金融保护局新闻 · consumerfinance.gov