Breach of
Trust:

CFPB’s Complaint Database Shows
Consumers Need Help After Equifax Breach

Prepared by the Offices of

Senators Elizabeth Warren, Brian Schatz
and Robert Menendez
  April 2018

 Contents
Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Findings .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
I. Consumer Complaints about Improper Use of Credit Reports . . . . . . . . . . 3
II. Consumer Complaints about Incorrect Information
on Credit Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
III. Consumer Complaints about Equifax’s Inadequate Assistance
Resolving Problems After the Breach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
IV. Consumer Complaints about Fraud Alerts, Security Freezes,
Credit Monitoring, or Identity Theft Support Services . . . . . . . . . . . . . . . . . . . 5
V. Other Consumer Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
VI. Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Endnotes . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Breach of Trust: CFPB’s Complaint Database Shows Consumers Need Help After Equifax Breach

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Prepared by the Staffs of Senators Elizabeth Warren, Brian Schatz and Robert Menendez

 Executive Summary
On September 7th, 2017, Equifax announced that it had
allowed hackers to access the sensitive information of
more than 143 million Americans in one of the largest
security breaches of consumer data in history. In the
wake of that breach, Equifax promised to make things
right.
Almost immediately, consumers used the Consumer
Financial Protection Bureau’s (CFPB) consumer
complaint hotline to register problems and concerns
with the breach and Equifax’s response to it. This
analysis contains the first comprehensive review of
consumer complaints in the wake of the Equifax breach.
It finds that, in the six months following the breach’s
announcement, the CFPB received more than 20,000
complaints from consumers about the impact of the
breach, problems with the Equifax response, or other
issues with the company – nearly double the amount of
complaints received regarding Equifax in the six months
prior to the announcement.
The number and nature of these complaints is
particularly important because of public reports that
cast doubt upon the CFPB’s investigation of Equifax
and the agency’s commitment to assist consumers and
address the fallout of the breach. In early February,
reports indicated that the CFPB, under the new
leadership of Office of Management and Budget (OMB)
Director Mick Mulvaney, had declined to collaborate
with other regulators in investigating Equifax and may
have abandoned its own investigation. While the CFPB
has confirmed that an inquiry is still open, reports
suggest that the agency has slowed down or stalled the
investigation into the Equifax breach and its impact on
consumers.
This report concludes that, based on the thousands of
complaints received by the agency, the CFPB should act
quickly and aggressively to hold Equifax accountable.
Specific findings include:
•

•

In six months between September 7, 201 ,
when Equifax announced the breach of sensitive 
consumer information, and March 7, 2018, 
consumers have filed more than 20,000 complaints 
regarding Equifax
The CFPB received more than 7,000 complaints of
improper use of a credit report after the breach,
the risks of which jumped after Equifax exposed

credit card numbers, birth dates, social security
numbers, and other personal information belonging
to millions of Americans
•

The CFPB received more than 7,000 complaints
of incorrect information on a credit report, a
problem made significantly more prevalent by the
increased risk of identity theft in the aftermath of
the Equifax breach

•

The CFPB received more than 3,000 complaints
about Equifax’s inadequate assistance in resolving
problems after the breach, highlighting Equifax’s
inability or unwillingness to assist consumers with
their concerns

•

The CFPB received more than 1,500 complaints
regarding Equifax’s credit monitoring services,
fraud alerts, security freezes, and other identity
theft protection products, demonstrating the
company’s inadequate consumer support services in
the wake of the breach

Consumers are facing myriad problems even six months
after the breach, and continue to seek assistance from
the CFPB. Specific complaints reported by consumers
included:
•

A consumer who had their “opportunity for
employment…denied because of [their] Equifax
credit report,” and despite apparently proving that
fraud had led to the false accounts being placed on
their file, was unable to get help after Equifax “re
inserted” both accounts onto their report.

•

A consumer who, in the wake of the breach “was
redirected to call 6 different phone numbers,” and
when they were unable to get additional assistance
from Equifax, their finances were “frozen for over a
month,” causing them “extreme hardship.”

•

Consumers who were materially injured by
Equifax’s negligent cybersecurity and reckless
response to the breach. One consumer faced
problems with their Equifax credit report that were
“damaging [their] credit rating” when they were “in
the process of buying a house.”

•

Another consumer who, after learning that their
“information was part of the Equifax breach,”
was unable to get Equifax to remove fraudulent
accounts and inquiries from their report despite

Breach of Trust: CFPB’s Complaint Database Shows Consumers Need Help After Equifax Breach
Prepared by the Staffs of Senators Elizabeth Warren, Brian Schatz and Robert Menendez

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 trying “multiple times,” even filing a police report
over the false accounts listed on their report.
•

Another consumer who complained that Equifax
had not contacted them to provide assistance with
similar problems, specifically adding that “I have
been a victim of identity theft and I have suffered
from the credit breach.”

Equifax continued to keep important information
from the public, leaving consumers to fend for
themselves. This report provides strong evidence that
the CFPB must hold the company accountable and act
decisively to protect the millions of consumers harmed
by this breach.

Introduction
On September 7, 2017, Equifax announced that it had
allowed hackers to access the sensitive information
of more than 143 million Americans in one of the
largest security breaches of consumer data in history.1
After failing to adopt strict cybersecurity measures
to protect valuable consumer data, Equifax then
mishandled the aftermath of the breach, failing to
properly assist consumers, and in some cases, making
the situation even worse. The company waited 40
days to alert consumers and regulators; initially asked
that consumers waive their rights to file lawsuits just
to receive free credit monitoring services; increased
their profits through their partnership with LifeLock
because of the ensuing rush for credit protection; and
set up frustrating and ineffective call centers and other
consumer support measures.2
Five months after the breach, reports indicated that
Equifax was continuing to withhold information
from the public about the extent of the breach. We
still do not fully understand the scope of the harm
to consumers or what measures Equifax is taking to
avoid such catastrophic failures of cybersecurity and
consumer support in the future.
The Consumer Financial Protection Bureau was
established by the Dodd-Frank Wall Street Reform and
Consumer Protection Act in order to enforce federal
consumer protection laws. The CFPB is responsible
for protecting consumers from “unfair, deceptive, or
abusive acts and practices.”3 The CFPB also has clear
supervisory authority over large consumer reporting
agencies, including Equifax.4

In his response to Senator’s Warren’s September 2017
letter to the CFPB, former Director Richard Cordray
outlined the bureau’s authority over Equifax and
efforts to investigate the breach and assist consumers.
He described the CFPB’s “authority…to review the
data security practices of financial institutions…
to determine whether such practices violate Federal
consumer financial laws…which include prohibitions
on unfair, deceptive, or abusive acts and practices.”5 He
added that the CFPB “is the only Federal agency that
has any supervisory authority over the larger consumer
reporting companies.”6
Director Cordray also noted that the “recent breach
at Equifax poses an enormous threat to consumers,”
and given that risk, informed Senator Warren that
the bureau was “currently looking into the data breach
and Equifax’s response.”7 More specifically, he claimed
that the bureau was “working with our Federal and
state partners to respond to the problems at Equifax,”
including through efforts with other banking regulatory
agencies.8 Director Cordray committed that the CFPB
would “continue to examine and investigate consumer
reporting companies,” adding that “a breach of this
magnitude calls for a coordinated response.”9
Despite the severe threat to consumers and the
authority and responsibility of the CFPB to investigate
and respond to such threats, recent reports indicate
that under the control of Office of Management and
Budget Director Mick Mulvaney, the agency may have
slowed down or stalled its investigation into the Equifax
breach. The investigation has reportedly “sputtered
since” Mr. Mulvaney took over at the CFPB, because he
has “not ordered subpoenas against Equifax or sought
sworn testimony from executives,” both of which are
“routine steps when launching a full-scale probe.”10
Furthermore, reports suggest that the CFPB “rebuffed
bank regulators…when they offered to help with onsite exams of credit bureaus,” despite former Director
Cordray making it clear that this cooperation was both
necessary and welcome.11
In response to our inquiry, Mr. Mulvaney stated that
“it is a matter of public record that the Bureau is
looking into Equifax’s data breach and response,” and
that any claims that there is no such investigation “are
incorrect.”12 But Mr. Mulvaney did not specify whether
the reporting about the sluggishness of his investigation
is correct. Mr. Mulvaney also did not comment on

Breach of Trust: CFPB’s Complaint Database Shows Consumers Need Help After Equifax Breach

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Prepared by the Staffs of Senators Elizabeth Warren, Brian Schatz and Robert Menendez

 whether the CFPB had stopped examining credit
bureaus, or whether it had rejected offers of assistance
from other bank regulators.

consumers filed 21,921 complaints regarding Equifax.17
In the six months prior to the announcement, consumer
filed only 11,973 complaints.18

Mr. Mulvaney has stated that the bureau “will be
focusing on quantifiable and unavoidable harm to
the consumer,” and that “quantitative analysis” would
drive the work, stating, “there’s a lot more math in our
future.”13 Mr. Mulvaney also told his employees that
“we will be prioritizing[,]” – and specifically cited – the
number of complaints received on certain issues as a
factor that would determine investigative priorities.14
The CFPB’s consumer complaint database collects
complaints from consumers around the country on
a variety of issues, offering a quantitative look at the
problems plaguing consumers. As Mr. Mulvaney noted,
the database should serve as a guide for the bureau.

I. Consumer Complaints about Improper
Use of Credit Reports

This report does the math. It analyzes data and
individual complaints from the CFPB’s consumer
complaint database in order to determine the extent
of the impact of the Equifax breach on consumers, the
effectiveness of the CFPB response, and whether this
data justified a CFPB investigation. Staff reviewed
complaints that mention “Equifax” between September
7, 2017, the day the breach was announced, and March
7, 2018. Staff also read through individual complaints
to understand the issues facing consumers.

Findings
The results of this staff review of CFPB complaints
about Equifax reveal that consumers filed 21,921
complaints in the six months after Equifax announced
the massive breach of consumer data – nearly double
the amount of complaints related to Equifax in the
six months preceding the announcement – and more
complaints arrive every day.15 And while complaints
regarding Equifax nearly doubled, consumer complaints
filed regarding the company’s competitors, TransUnion
and Experian, remained roughly the same or increased
only slightly during the same period.16
From September 7, 2017 through March 7, 2018 – the
six months after Equifax announced the breach –
CFPB Complaints about Equifax Doubled after the Security Breach
Six Months
after breach
Six Months
before breach
0

5000

10000

15000

20000

As of March 7, 2018, the CFPB had received 7,448
complaints over the improper use of a credit report
since Equifax announced the data breach in September
2017.19
Under the Fair Credit Reporting Act (FCRA), only
certain individuals may request and receive a consumer
credit report, and they can only do so for certain
“permissible” reasons.20 If a credit reporting agency
provides a consumer’s report to the wrong person or
company, or to a permissible individual without the
proper justification, this violates the FCRA. This
category of complaints includes several sub-categories,
such as “Reporting company used your report
improperly” and “credit inquiries on your report that
you don’t recognize.”21
After the Equifax breach, the data of more than 145
million Americans was at risk – for many consumers,
that includes credit card numbers, names, birth dates,
addresses, and driver’s license numbers. When a thief
obtains a consumer’s information, they can use it to
apply for a loan in the consumer’s name, apply for a
credit card, file fraudulent income tax returns, or even
make purchases. If a thief uses a consumer’s PII to apply
for a credit card, for example, the financial institution
will request the consumer’s credit report from Equifax.
That’s just one example of how the Equifax breach could
lead to a consumer complaint over improper use of their
credit report.
In December, three months after the Equifax breach,
one consumer noted that they had “several inquir[i]es
on my credit report from this company,” even though
they “never authorize[d] for them to pull my credit.”22
This presented a huge problem, since the requests were
“damaging [their] credit rating” when they were “in
the process of buying a house.”23 Another consumer
complained of a similar problem, and specifically
added that “I have been a victim of identity theft and
I have suffered from the credit breach.”24 Despite this
complaint, the consumer was frustrated that “the
credit bureau and creditor” did not contact them to
provide assistance.25

Breach of Trust: CFPB’s Complaint Database Shows Consumers Need Help After Equifax Breach
Prepared by the Staffs of Senators Elizabeth Warren, Brian Schatz and Robert Menendez

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 Another complaint from December came from a
consumer who had “a very difficult year with credit
in every way you could think of,” and was frustrated
that Equifax “continues to place unrecognized and
inaccurate inquiries” on their credit file.26 The
consumer had contacted the credit bureaus, only to be
“placed on uncomfortable hold on the phone” and to
have “supervisors hanging the phone up” on them.27
Yet another consumer wrote in that they had “tried
to get this resolved with Equifax customer service
and they have not been helpful in removing these
fraudulent inquiries” from their credit report.28
The wealth of complaints over the improper use of
consumer credit reports is one indication of the impact
of the breach. As one consumer who spotted such
an inquiry but struggled to get any assistance from
Equifax said, these issues “seem[] to be a big problem
that might warrant some further investigation.”29

II. Consumer Complaints about Incorrect
Information on Credit Reports
As of March 7, 2018, the CFPB had received 7,454
complaints over incorrect information on consumer
credit reports since Equifax announced the data breach
in September 2017.30
A consumer credit report includes identifying
information for the consumer; information on
consumer credit accounts, such as auto loans,
mortgages, credit cards, and bank accounts; and a list of
credit inquiries, often requests from lenders to obtain
a copy of your credit report if you have applied for a
loan. If a thief obtains a consumer’s information and
successfully opens a new credit card in the consumer’s
name, for example, that card and all the debt associated
with it will appear on the victim’s credit report. If the
thief applies for and successfully takes out a loan, the
inquiry from the lender and the loan, along with all
debt associated with it, will appear on the victim’s credit
report. These are all forms of incorrect information on a
consumer credit report.
In the aftermath of the Equifax breach, thousands of
consumers filed complaints over incorrect information
on their credit reports. In one such instance, a consumer
reported disputing incorrect items “multiple times…
regarding fraud[ulent] accounts and many inquiries” on
their credit report.31 This consumer had learned that

their “information was part of the Equifax breach,” and
despite filing a police report for thousands of dollars in
false accounts listed on their credit report, still could
not get this information removed.32
Another consumer “tried to contact the company
regarding [their] report numerous times,” after having
their information “compromised during the Equifax
breach.”33 This consumer had “multiple inquiries”
and “wrong information” on their report, and despite
“multiple attempts and being transferred over 4 times,”
was unable to get this information removed from their
credit report.34 Yet another consumer was able to get
Equifax to remove incorrect information from their
credit report, only to have the information “reinserted
without [their] knowledge.”35
The CFPB complaints over incorrect information
on consumer credit reports demonstrate pervasive
problems in the aftermath of the Equifax breach.
Many of these consumers are frustrated with Equifax’s
inability or unwillingness to help. One consumer spoke
for many Americans: “This has gotten out of hand and
has gone on too long. I need results!”36

III. Consumer Complaints about Equifax’s
Inadequate Assistance Resolving
Problems After the Breach
As of March 7, 2018, the CFPB had received 3,312
complaints about Equifax’s inadequate or ineffective
investigation into problems with credit reports since
Equifax announced the data breach in September
2017.37
After failing to notify consumers of the breach for
more than a month, Equifax proceeded to adopt
shoddy, unhelpful consumer support services, often
leaving consumers confused and worse off than before
they reached out. The company did not have an upto-date crisis management plan, and it failed to follow
those provisions it did have in place.38 Victims of the
breach were faced with an obstacle course riddled with
frustrations, including difficulty reaching Equifax’s
call centers and accessing their security freeze PINs.39
Equifax directed consumers to a special website,
EquifaxSecurity2017.com, that had major security
vulnerabilities.40

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Prepared by the Staffs of Senators Elizabeth Warren, Brian Schatz and Robert Menendez

 With thousands of consumers filing complaints with
the CFPB over Equifax’s behavior, it appears the
company dropped the ball on the investigation and
response into these questions. Nearly 3,000 complaints
were filed reporting the company’s inadequate
or unhelpful investigations into problems facing
consumers in the months after the breach.
In November, after calling and expressing their
concerns to Equifax, one consumer filed a complaint
because their “opportunity for employment ha[d] been
denied because of [their] Equifax credit report.”41
Despite reportedly proving that fraud had led to two
fraudulent collections accounts being placed on their
file, the consumer was rejected for employment after
Equifax “re inserted” both fraudulent accounts onto
their credit report.42 Another consumer sent “several
ID theft affidavits,” yet they still could not get Equifax
to remove the fraudulent account from their credit
report.43
In December, one consumer summed up the problems
of thousands of consumers, filing a claim that said,
“I have been disputing erroneous items on my credit
report with this credit bureau and they have not done
a good job with investigating these errors…This credit
bureau is hurting my chances for applying for loans
to help with debt consolidation so I can provide for
my children.”44 After putting consumer data at risk
and failing to provide adequate support, Equifax
has continued to injure consumers with shoddy or
non-existent investigations into serious and systemic
problems in the aftermath of the breach.

IV.Consumer Complaints about Fraud
Alerts, Security Freezes, Credit
Monitoring, or Identity Theft Support
Services
As of March 7, 2018, the CFPB had received 1,711
complaints over problems with Equifax’s fraud alerts,
security freezes, credit monitoring, and identify theft
support services since Equifax announced the data
breach in September 2017.45 This includes 1,089
complaints about problems with “Fraud Alerts or
Security Freezes,” and 622 complaints about problems
with “Credit Monitoring or Identify Theft Protection
Services.”46

Equifax set up enhanced alerts, security freezes, and
credit monitoring after the breach – but appears to have
done an ineffective job at implementing these protections.
The company offered one year of free credit monitoring
through its TrustedID Premier service, and it offered
credit freezes, free through January 31, 2018.47
But these services came with their own set of problems
for consumers. Equifax initially forced consumers to
pay for a freeze, before relenting to pressure to waive the
cost in light of the breach.48 The company also initially
demanded that consumers relinquish their rights to sue
the company if they enrolled in TrustedID Premier,
and placed consumers into an account that would
automatically renew and charge customers the full
price of the service after one year.49 Equifax changed
both of these approaches after widespread consumer
complaints.50
But the problems with Equifax’s services after the
breach didn’t stop there. In an attempt to unfreeze
their account, one consumer “was redirected to call 6
different phone numbers.”51 The consumer’s finances
were “frozen for over a month,” causing them “extreme
hardship.”52
For other consumers, the products and services have
been inadequate. One consumer “attempted to sign up
for the company’s TrustedID Premier service,” but was
unable to do so.53 The consumer filled out the form,
“did not receive a confirmation email until 3 days later,”
and then when they went to register, the system told
them they “had already registered.”54 Then the “site…
froze.”55 The customer couldn’t even figure out “whether
[they had] been enrolled in the monitoring service.”56
Another “victim of [the] Equifax cybersecurity incident”
had been unable to sign up for TrustedID Premier,
despite trying “at least on 40 occasions” to do so, and
contacting Equifax repeatedly.57

V. Other Consumer Complaints
As of March 7, 2018, the CFPB had received almost
2,000 other complaints regarding a variety of other
issues, some related to the breach, and others not. The
complaints included attempts by Equifax to collect
debts not owed, problems with written notification
from Equifax, false statements or misrepresentation,
fraud, and scam – since Equifax announced the data
breach in September 2017.58

Breach of Trust: CFPB’s Complaint Database Shows Consumers Need Help After Equifax Breach
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 These claims include one from a consumer who
discovered a fraudulent inquiry on their report, and
despite calling several times and speaking to three
different representatives, still could not get the inquiry
permanently deleted.59 According to the consumer,
Equifax removed the fraudulent information, only to
return it to the report without notifying the consumer
via mail or e-mail.60

VI. Conclusion
The bottom-line is simple: consumers are reaching out
to the CFPB to help them deal with Equifax-related
problems at nearly twice the rate that they did before
the recent data breach. Tens of thousands of consumers
have reached out to the agency with their concerns,
including claims of inept customer service, difficulty
securing loans or buying houses after identity theft, and
outright fraud. As part of its duty to consumers, the
CFPB must continue a full-throated investigation into
the Equifax breach, including the company’s response
and its efforts to work with consumers to mitigate the
harm and repair any damage.
The CFPB also must continue working with federal
and state agencies to address critical cybersecurity
issues in the credit reporting industry. The bureau
must use all tools at its disposal, including subpoenas,
sworn testimony, and investigative demands, to get to
the bottom of the causes of the breach and the depths
of Equifax’s failures to protect consumer data and
respond adequately to the risks facing consumers.
And the CFPB should accept help from other federal
regulators who reach out to assist with any aspect of
the investigation, including on-site bank examinations.
The American people have used the CFPB’s complaint

process to make their voices heard, and right now, the
agency appears to be ignoring those voices.
Congress must also act to reign in abuses in the credit
reporting industry that continue to put consumers
at risk. Congress should pass the SECURE Act,
introduced by Senators Warren and Schatz in
September 2017, which would make it easier for
consumers to dispute and correct errors in their credit
reports. In the six months since the data breach, more
than 7,000 consumers filed complaints over incorrect
information on their Equifax reports. The SECURE
Act would help these consumers by increasing
accountability for credit reporting agencies who
willfully or negligently fail to fix incorrect information.
The bill would also give consumers the right to receive
all documentation from credit reporting agencies, and
would give consumers access to an additional credit
score free of charge.
Congress should also pass the Data Breach Prevention
and Compensation Act of 2018, introduced by Senators
Warren and Warner in January, which would require
the Federal Trade Commission (FTC) to promulgate
cybersecurity standards for credit reporting agencies
and would impose strict penalties on companies like
Equifax whenever they fail to adequately protect
consumer data. This breach put nearly 150 million
Americans at risk, and the litany of complaints in the
CFPB’s database demonstrate that it has hampered
their ability to secure loans, buy houses, and even
get jobs. But the breach has barely put a dent in
Equifax’s sky-high profits. This bill would force credit
reporting agencies to adopt strict security measures
to protect consumer data by imposing large penalties
on any company that allows data to be accessed by
unauthorized parties.

Types of Complaints about Equifax

Number of Complaints

Consumer Complaints about Improper Use of Credit Reports

7,448

Consumer Complaints about Incorrect Information on Credit Reports

7,454

Consumer Complaints about Equifax’s Inadequate Assistance Resolving Problems After the Breach

3,312

Consumer Complaints about Fraud Alerts, Security Freezes, Credit Monitoring, or Identity Theft Support Services

1,711

Other Consumer Complaints

1,996

Total Number of Complaints about Equifax

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21,921

 Endnotes
1

“Equifax Announces Cybersecurity Incident Involving Consumer Information,” Equifax (Sept. 7, 2017) (online at https://investor.
equifax.com/news-and-events/news/2017/09-07-2017-213000628).

2

“Bad Credit: Uncovering Equifax’s Failure to Protect Americans’ Personal Information,” Elizabeth Warren (February 2018) (available at
https://www.warren.senate.gov/files/documents/2018_2_7_%20Equifax_Report.pdf).

3

Dodd-Frank Wall Street Reform and Consumer Protection Act, 12 U.S.C. § 5511(b)(2)

4

Defining Larger Participants of the Consumer Reporting Market, 12 C.F.R. § 1090.101

5

Director Cordray’s Letter to Senator Warren (Nov. 21, 2017).

6

Id.

7

Id.

8

Id.

9

Id.

10 Patrick Rucker, “Exclusive: U.S. consumer protection official puts Equifax probe on ice – sources,” Reuters (Feb. 5, 2018) (online at
https://www.reuters.com/article/us-usa-equifax-cfpb/exclusive-u-s-consumer-protection-official-puts-equifax-probe-on-ice-sourcesidUSKBN1FP0IZ).
11 Id.
12 Acting Director Mulvaney’s Letter to Senator Warren and colleagues (Feb. 16, 2018).
13 E-mail from Acting Director Mulvaney
14 Id.
15 Complaints rose from 11,252 to 20,276. “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/
consumer-complaints/search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
16 For TransUnion, complaints rose from 10,722 to 12,271. For Experian, complaints rose from 10,486 to 12,952.
“Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
17 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/27/2018.
18 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/27/2018.
19 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
20 15 U.S.C. § 1681(b)
21 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
22 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2754474).
23

Id.

24 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2753596).
25 Id.
26 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2752070).
27 Id.
28 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2749212).
29 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2751479).

Breach of Trust: CFPB’s Complaint Database Shows Consumers Need Help After Equifax Breach

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Prepared by the Staffs of Senators Elizabeth Warren, Brian Schatz and Robert Menendez

 30 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
31 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2778467).
32 Id.
33 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2755713).
34 Id.
35 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2755969).
36 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2755713).
37 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
38 “Bad Credit: Uncovering Equifax’s Failure to Protect Americans’ Personal Information,” Elizabeth Warren (February 2018) (available
at https://www.warren.senate.gov/files/documents/2018_2_7_%20Equifax_Report.pdf).
39 See id.
40 See id.
41 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2717978).
42 Id.
43 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2762072).
44 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2755222).
45 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
46 Id.
47 “Bad Credit: Uncovering Equifax’s Failure to Protect Americans’ Personal Information,” Elizabeth Warren (February 2018) (available
at https://www.warren.senate.gov/files/documents/2018_2_7_%20Equifax_Report.pdf).
48 See id.
49 See id.
50 See id.
51 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2735137).
52 Id.
53 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2682279).
54 Id.
55 Id.
56 Id.
57 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2693702).
58 “Consumer Complaint Database,” CFPB (https://www.consumerfinance.gov/data-research/consumer-complaints/
search/?from=0&searchField=all&searchText=&size=25&sort=created_date_desc). Accessed 3/7/2018.
59 “Consumer Complaint Database,” CFPB (online at https://www.consumerfinance.gov/data-research/consumer-complaints/search/
detail/2661998).
60 Id.
Breach of Trust: CFPB’s Complaint Database Shows Consumers Need Help After Equifax Breach

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Prepared by the Staffs of Senators Elizabeth Warren, Brian Schatz and Robert Menendez