Where to complain so a company actually pays: CFPB, FTC, state attorney general, FCC, DOT (which one, and what happens next)
A complaint to the right agency is free, takes 10 minutes, and gets a written response from the company in 15 to 60 days, often with the refund you couldn't get from customer service. Which agency handles which company, what to write, what to attach, and how to combine complaints with a chargeback or small claims.
- Banks, credit cards, loans, debt collectors, credit reports, payment apps → CFPB (consumerfinance.gov/complaint). Company must respond within 15 days; you see the response and can dispute it. Highest hit rate for refunds.
- Airlines → DOT (airconsumer). Airline must answer within 60 days.
- Phone, internet, cable, robocalls → FCC (consumercomplaints.fcc.gov). Carrier must respond within 30 days.
- Any business (retailers, subscriptions, scams, deceptive ads, warranties) → FTC (reportfraud.ftc.gov) for the record, and your state attorney general for individual mediation (many AGs forward your complaint and get answers).
- Also: BBB (public, companies answer), state insurance/utility commissions, HUD for housing discrimination, EEOC for workplace discrimination, DOL for wages.
- Complaints don't replace deadlines for chargebacks or lawsuits. Run them in parallel.
Which agency
| Problem | Agency | What it does for you |
|---|---|---|
| Bank fees, unauthorized charges, disputed card charges, mortgage, student loan, auto loan, debt collector, credit report error, Zelle/Venmo/Cash App | CFPB | Sends to the company; response due in 15 days (final in 60); public database; supervises large companies |
| Airline refunds, bumping, baggage, disability | DOT Office of Aviation Consumer Protection | Airline must respond within 60 days; enforcement fines |
| Phone/internet/cable billing, cramming, robocalls, outages | FCC Consumer Complaint Center | Carrier must respond within 30 days; escalation team handles it |
| Online purchase, subscription trap, scam, fake reviews, warranty, data breach, "free trial" | FTC | Builds cases and refund programs; no individual mediation |
| Any of the above plus local businesses, contractors, car dealers, landlords, gyms, moving companies | State attorney general consumer protection | Many mediate individual complaints; some sue and get restitution |
| Insurance claim denied or delayed | State insurance commissioner | Reviews and orders compliance |
| Electricity, gas, water, landline | State public utility commission | Orders credits, resolves billing |
| Unpaid wages, overtime | DOL Wage and Hour / state labor dept. | Investigates and recovers wages |
| Investment fraud, broker | SEC / FINRA | Complaint and arbitration |
| Landlord (discrimination, habitability) | HUD / local housing agency | Investigates discrimination; local code enforcement for repairs |
Write a complaint that works
Agencies forward your text to the company as-is. Make it easy to say yes.
- Facts, dates, amounts in the first three lines: what you bought or what happened, when, how much.
- What you already did: the dates you contacted the company, case numbers, what they said.
- The rule, one line, if you know it: "Under Regulation E…", "Under 14 CFR Part 260…", "Under the FTC's Mail Order Rule…".
- What you want: a specific refund amount, a fee reversal, a correction, cancellation.
- Attach: receipts, statements, screenshots, emails, the company's denial. PDFs or images, under the size limit.
- Keep it to 150–300 words. Angry paragraphs get skimmed.
Example (CFPB): "On 03/02 my debit card was charged $612.40 by an unknown merchant. I reported it to [Bank] on 03/03 (case 4521). On 03/25 the bank denied my claim stating the transaction 'used chip and PIN.' I was at work with my card in my possession. Under Regulation E (12 CFR 1005.11) the bank must show the transaction was authorized; it has not. I request a refund of $612.40 and the investigation documents."
What happens next
- CFPB: the company responds through the portal, usually within 15 days, with a written answer and often a refund or "we've reopened the claim." You can mark it disputed if you disagree; that doesn't trigger a second review but goes on the record. Complaints about unresponsive companies feed enforcement.
- DOT: acknowledgment; airline reply in up to 60 days by email or letter. Refunds tend to appear before the reply.
- FCC: the carrier's executive escalation team calls or emails you, usually within a week; a written response follows within 30 days.
- State AG: varies from a mediation letter and a response in 2–6 weeks to "we've logged it." Many AGs are very effective with local businesses.
- FTC: no individual response, but when enough complaints accumulate, refund programs happen (see FTC refunds).
Combine with the tools that force payment
- Chargeback while the complaint runs (deadline 60–120 days).
- Demand letter with a deadline: see how to write a demand letter.
- Small claims court for what's still unpaid: see small claims guide.
FAQ
Can I file with two agencies?
Yes. CFPB + state AG for a bank, DOT + chargeback for an airline, FCC + state AG for a carrier.
Will the company retaliate or close my account?
Rarely; banks and carriers handle thousands of complaints and treat them as routine. Closing an account in retaliation for a regulatory complaint invites more scrutiny.
The company answered with the same denial
Reply in the portal with why it's wrong, then escalate: small claims, an attorney (fee-shifting laws), or the prudential regulator (OCC/FDIC/NCUA for banks).