Consumer complaints can be filed through various channels, including the Better Business Bureau (BBB), state Attorney General offices, Consumer Financial Protection Bureau (CFPB) and federal agencies like the Federal Trade Commission (FTC), to resolve issues with products, services, or to report potential scam.
BBB: Handles disputes between consumers and businesses.
State Attorney General: Handles consumer protection, fraud, and deceptive practices.
Federal Trade Commission (FTC): Reports fraud, scams, and unfair business practices.
Consumer Financial Protection Bureau (CFPB): Handles issues with banks, loans, and credit cards.
Federal Communications Commission (FCC): Handles complaints regarding phone, internet, or TV services.
When a complaint is filed, the agency reaches out to the Compliance/Legal department of UGA Finance.
The Compliance department reviews the consumer’s account, and then brings the Client Success and Consumer Contact Center in to reach out to the merchant to have the merchant provide a resolution or the merchant can reach out to the consumer to gain more information.
Once the merchant provides the UGA team with a resolution, Client Success and/or the Contact Center will relay the information or any questions to Compliance.
Compliance will then respond to the agency with the resolution.
The consumer complaint is resolved or escalated, based on the response from UGA Finance.
When compliance loops in Client Success or the Consumer Contact Center, they will provide a deadline, always include that in the email to the merchant. If a deadline is needed to be extended, Compliance can request it through the agency but its not always granted.