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For older consumers keen to preserve their savings, report offers a helping hand

A new report finds older Americans filed the most financial complaints to the federal Consumer Financial Protection Bureau about mortgage problems. In a 2014 photo, Fran Goodnow of  St. Petersburg talked about having to move out of her Kenwood home for failing to abide by the terms of a reverse mortgage. [SCOTT KEELER      |     TIMES]

A new report finds older Americans filed the most financial complaints to the federal Consumer Financial Protection Bureau about mortgage problems. In a 2014 photo, Fran Goodnow of St. Petersburg talked about having to move out of her Kenwood home for failing to abide by the terms of a reverse mortgage. [SCOTT KEELER | TIMES]

Now that I am officially an "older" consumer — at least based on this report's criteria — I can offer firsthand confirmation that predatory lending and a poorly monitored debt collection industry are both alive and well in Florida.

That's why a 35-page report issued Thursday — Older Consumers in the Financial Marketplace — that looks at financial complaints filed by folks 62 and older to the federal Consumer Financial Protection Bureau resonates more to me now than it might have a decade ago.

The report analyzes specific complaints sent to the CFPB from older consumers nationwide. It's no shock that the 8,469 complaints from older Florida consumers was second in volume only to the 10,986 from California, a state with nearly twice the population of this one.

RELATED COVERAGE: U.S. and states accuse subprime mortgage servicer Ocwen of years of abuses.

The report is a collaboration of the U.S. Public Interest Research Group and the Frontier Group public policy firm. The report's part of a series of analyses looking at how consumers are dealing with the changing U.S. financial industry. The collapse of the financial industry in 2008 sparked Wall Street failures, forced mergers of major Wall Street investment firms like Merrill Lynch and others, and saw the Dow Jones Industrial Average plummet in March 2009 close to 7,000.

The CFPB was established in 2011 as a federal response to consumers needing more help dealing with volatile and often unfriendly financial markets and firms. Now that the economy has strengthened and the Dow has rebounded dramatically, trading this past week above 22,000, the Trump administration is eager to do away with or at least sideline the influence of the CFPB via newly proposed legislation.

This report aims, in part, to justify the value and preserve the clout of the CFPB for consumers. But that's a political agenda for another story. The latest report also has valuable insights for older consumers dealing with their financial affairs. Among the report's key findings:

• Mortgages, notably existing mortgages, account for 31 percent of complaints by older consumers.

• Among older consumers, 5 percent of mortgage complaints relate to reverse mortgages, loans solely available to older consumers that allow them to use their home equity as security. Understanding reverse mortgages can be tricky. Remember those TV ads with spokesmen like Fred Thompson and Tom Selleck earnestly pitching reverse mortgages? The CFPB has taken action against reverse mortgage companies (including the one featuring these actors) for misleading consumers about risks.

PAST COVERAGE: Complexities of reverse mortgages snag homeowners.

• Older consumers often report inaccurate debt appearing on their credit reports, including medical debt.

• Most debt collection complaints assert either inaccurate debt, or mistreatment by the debt collector.

Adding to recent concerns, if you have a credit report, there's a chance you're one of the 143 million U.S. consumers whose sensitive personal information was exposed in a data breach earlier this year at Equifax, one of the nation's three major credit reporting agencies.

"After the Equifax data breach, we looked closely at complaints from older Americans about credit reporting companies," states Gideon Weissman of Frontier Group, the report's co-author. "We found that for older consumers, credit reporting is the second-most complained about type of financial product. And two thirds of those complaints allege inaccuracies on credit reports."

Which companies got most mortgage complaints from older consumers?

Company Number of complaints

Bank of America 3,218

Wells Fargo 2,969

Ocwen Loan Servicing 2,509

Nationstar Mortgage 1,920

Chase 1,809

Ditech 1,203

Citibank 874


Who got the most debt collection complains?

Company Number of complaints

Encore Capital Group 636

Portfolio Recovery Associates 483

Citibank 348

ERC 302

Synchrony Bank 245

Where the most older consumers complained*

State Number of complaints

California 10,986

Florida 8,469

New York 4,515

Texas 4,485

Georgia 2,943

* Complaints made to federal Consumer Financial Protection Bureau 2011 through July 2017

Tips for older consumers

•To file a complaint with the Consumer Financial Protection Bureau: visit or call (855) 411-CFPB. The Consumer Bureau sends submitted complaints to companies for a response, and allows consumers to receive status updates.

• To learn more about resources for older Americans: visit the Office for Older Americans at

• Other helpful resources for older consumers are available through the website of the American Association of Retired Persons (AARP). AARP Money, available at, can help guide older consumers on matters of managing debt, making investments, avoiding scams, and living on a budget.

Source: Older Consumers in the Financial Marketplace, U.S. PIRG and Frontier Group, October 2017

For older consumers keen to preserve their savings, report offers a helping hand 10/13/17 [Last modified: Thursday, October 12, 2017 6:04pm]
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