Insights and Publications

Servicemember Complaints: Staying Ahead of the Curve

June 10, 2015

In 2015, a “Snapshot of Complaints from Servicemembers, Veterans and their Families” was produced by the CFPB’s Office of Servicemember Affairs (OSA). Complaints are classified into categories; some are represented by product types (e.g. Mortgage or credit card) and others are by functional areas (e.g. debt collection or credit reporting). Based on the nature of the complaint, the complaint may be recorded in several different categories.

Top Five Complaints:

  1. Debt Collection (11,600 complaints)
  2. Mortgages (7,100 complaints)
  3. Credit Reporting (2,700 complaints)
  4. Credit Cards (2,500 complaints)
  5. Bank Accounts and Service (2,400 complaints)

CFPB Suggested Practices

These practices, suggested by the CFPB, are not specific to any product type or functional area and therefore apply to all types of financial institutions.

  1. Institutions should make an attempt to acquire an updated mailing address before changing any military-specific account conditions.
  2. Institutions should provide clear instructions for how designated parties can access Servicemember accounts and the actions they can and cannot perform.
  3. Institutions should notify military customers of their POA policy.
  4. Institutions should ensure that they have methods of communication in place that are feasible for military customers.


Agile institutions with dedicated SCRA leadership will be ahead of the curve when maintaining compliance with regulatory requirements. Read our full special report for additional information on the complaint categories and what you can do to minimize these complaints in the future.