Entities	Oliver Wyman (2)
Topics and Issues	CFPB Consumer Complaint Database Portal (20) Credit repair (34) Disputes (45)

In 2021, Oliver Wyman issued a fact sheet following an analysis of consumer submissions against the nationwide credit bureaus (Equifax, Experian, and TransUnion) through the Consumer Financial Protection Bureau (CFPB) online complaint portal. The analysis sheds a light on and offers a clearer perspective on the increase of complaints against the credit bureaus by consumers from 2017 to 2020.

Oliver Wyman looked at four specific questions that help explain the current state and recent increase in submissions: (1) What do submitters complain about via the CFPB portal? (2) How frequently are submitters using the CFPB portal? (3) What patterns emerge across CFPB portal submissions? (4) What recent changes can we observe in the topics raised by submitters?

There were four key findings by Oliver Wyman:

• The CFPB portal is primarily used to dispute specific elements of submitters’ credit reports, and much less frequently to complain about NCRA products and services.
• Highly active submitters are driving an increasing proportion of submissions against the NCRAs.
• More CFPB submissions appear to be using similar language.
• An increasing proportion of submissions reference problems stemming from alleged identity theft.