In 2014, the Consumer Financial Protection Bureau proposed giving its database of consumer complaints a more “personal” touch—and Wells Fargo was worried.
The CFPB planned to expand its online database by giving aggrieved consumers the opportunity to have their stories—or “narratives,” as the agency referred to them—made publicly available. Sharing those narratives, the CFPB said, would be “impactful by making the complaint data personal” and encourage consumers with negative experiences to “speak up and be heard.”
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