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If you have not heard back after filing a complaint with the Consumer Financial Protection Bureau (CFPB), first check your CFPB Consumer Portal account and the email address used for status notices. The CFPB usually sends the complaint to the company for a response; it is not necessarily the CFPB that will issue the first answer. Companies generally respond within 15 calendar days after the CFPB sends the complaint to them. If the company reports that its response is still in progress, a final response may take up to 60 calendar days.
If that window has passed with no useful update, contact the CFPB through your account or call (855) 411-CFPB (2372). Ask whether the complaint was routed, referred to another agency, or is still awaiting a company response. Do not assume that silence means the complaint was ignored, and do not treat a later company reply as an appeal decision: you can review the reply and provide feedback within 60 days, but the CFPB does not offer a formal appeal or expedited-response process.
Why the CFPB may not be the party answering you
The CFPB’s complaint system is a routing and response process. After you submit a complaint, the CFPB generally sends it to the company named in the complaint for review and response. In some situations, another government agency is better positioned to handle the issue. The CFPB may then refer the complaint and notify you of that referral. The company or receiving agency, rather than the CFPB itself, may therefore provide the substantive answer to your problem. See the CFPB’s explanation of the process at consumerfinance.gov/complaint/process/.
This distinction matters when you count time. The 15-day expectation normally starts when the complaint is sent to the company, not necessarily on the day you first submitted it to the CFPB. Look for the routing or sent date in your account or in CFPB email notices before deciding that a deadline has passed.
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Check your complaint status first
Use the official status channels before filing anything new. A duplicate complaint can create confusion and does not guarantee a faster answer.
- Sign in to the CFPB Consumer Portal. Open the complaint associated with your account and read the current status, message history, routing date, and any attached company response.
- Search your email. Check the inbox, spam, junk, and promotional folders for CFPB messages. The address used when you filed is the one most likely to receive status updates.
- Identify the procedural state. Determine whether the complaint was sent to the company, marked as in progress, referred to another agency, or answered. Those labels require different next steps.
- Save the record. Keep the complaint number, dates, emails, letters, account statements, and files you submitted. You may need them when commenting on a company response or explaining the matter to another agency.
If you cannot access the account, use the CFPB’s support phone number rather than creating a second complaint solely to recover status information. A person who filed on someone else’s behalf may not be able to see the consumer’s company response in the representative’s account; the consumer generally needs to sign in to their own account. The representative can call the CFPB for assistance. The CFPB describes this privacy and access arrangement at consumerfinance.gov/complaint/submitting-a-complaint-on-behalf-of-a-consumer/.
Understand the 15-day and 60-day response clocks
The CFPB describes a general initial response expectation of 15 days. The company-process guidance specifies that these are calendar days counted from when the complaint is sent to the company. In some cases the company can report that the response is still in progress and provide a final response within 60 calendar days. The two periods are not two separate guaranteed resolutions: 15 days is the normal initial-response target, while 60 days is the outside period described for a matter that remains in progress.
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| Status or event | What the timing means | What you should do |
|---|---|---|
| Complaint sent to company | Generally expect a company response within 15 calendar days from the send date. | Monitor the portal and CFPB emails; keep the send date for your records. |
| Company says the response is in progress | A final response may take up to 60 calendar days under the CFPB company-process guidance. | Wait for the final response while preserving documents and checking for updates. |
| Company response received | The consumer has 60 days to review the answer and submit CFPB feedback. | Read the entire response, then identify any unresolved points in specific feedback. |
| Complaint referred to another agency | The CFPB materials do not establish one universal deadline for every receiving agency. | Follow the referral notice and that agency’s instructions. |
The 15-day and 60-day figures describe the CFPB complaint program. They do not replace a statute of limitations, a notice-of-error deadline, a credit-report dispute period, a court filing deadline, or another deadline that may apply to your underlying issue. The applicable legal deadline depends on your facts, contract, location, and type of claim, so keep pursuing any separate remedy that may expire while the CFPB process is pending.
What each portal status means
| What you see | Practical meaning | Next step |
|---|---|---|
| Company response pending within the general 15-day period | The complaint has been routed and the ordinary initial response period has not ended. | Continue monitoring the portal and email. |
| Response in progress | The company has indicated that its answer is not final; the process may extend to 60 calendar days. | Wait for the final response and keep your evidence organized. |
| Referred to another agency | The CFPB believes another agency is better positioned to address the complaint. | Read the referral notice and use the receiving agency’s channel. |
| Company response received | The company has submitted an answer for your review. | Review it and provide feedback within 60 days if it does not resolve the issue. |
| Complaint appears in the public database | Publication is a public-data event, not proof that your individual problem was resolved. | Use your personal portal status for case information. |
If the expected window has passed with no response
Contact the CFPB through your account
Open the complaint in the Consumer Portal and use the available message or help option. State the complaint number, the date you believe it was sent to the company, the last status you saw, and the fact that the applicable 15-day or 60-day period appears to have passed. Ask whether the complaint is still with the company, has been referred, or needs an account-access correction.
Call CFPB support
Call (855) 411-CFPB (2372) if the portal does not show an update or you cannot sign in. Have your complaint number and contact information ready. Ask for a status explanation and whether a referral was made. The CFPB’s published help channels do not promise that a follow-up will force a company to take a particular action, pay a particular amount, or answer immediately.
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Follow a referral instead of waiting for the CFPB
If the portal or an email says the complaint was referred, read the notice carefully. It should identify the receiving agency or provide instructions. Use that agency’s process and preserve the CFPB referral message. Because agencies handle different products and laws, there is no single downstream deadline that can safely be applied to every referral.
How to respond when the company finally answers
A company response may explain its position, offer a correction, request more information, or say that it will not change the outcome. Read the complete message and every attachment rather than relying on the first paragraph or an email subject line. Compare each part of the answer with the specific facts and relief requested in your original complaint.
- List what was answered. Match the company’s statements to each transaction, fee, account event, or document you identified.
- Mark unresolved points. Note factual errors, missing documents, unanswered questions, and any remedy that was promised but not delivered.
- Submit feedback within 60 days. The CFPB’s consumer guidance states: “You’ll be able to review the company’s response and will have 60 days to provide feedback about the company’s response.” Use the portal’s feedback function and be precise about what remains unresolved.
- Keep supporting material. Retain the response, your feedback, statements, contracts, correspondence, and proof of any payment or correction.
Feedback is an opportunity to describe whether the response addressed your complaint; it is not a formal appeal. The CFPB Ombudsman’s FY2025 Annual Report states, “There is no appeal process,” and also describes no expedited process. Feedback does not guarantee that the complaint will be reopened, that an investigation will occur, or that you will receive a refund or other particular remedy. Read the report at files.consumerfinance.gov/f/documents/cfpb_ombudsman-annual-report_2025.pdf.
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Do not confuse the public database with your case status
The CFPB publishes eligible complaints in its Consumer Complaint Database after the company responds or after 15 days, whichever comes first. A record appearing there does not mean the consumer’s individual dispute was resolved, and it is not a substitute for the private status shown in your Consumer Portal account. The database also cautions that a low number of complaints about a company or product does not necessarily mean little or no consumer harm. Learn how publication works at consumerfinance.gov/data-research/consumer-complaints/.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What the overall response statistics do—and do not—tell you
The CFPB’s Consumer Response Annual Report, 2025 says that 99.7% of approximately 2,829,400 complaints sent to companies for review in 2024 received a timely response. The same report says approximately 13% closed within the initial 15-day period and 98% within the final 60-day period. These are program-wide figures reported by the CFPB in 2025, not a guarantee that any particular complaint will receive a response on a specific day. The report is available at files.consumerfinance.gov/f/documents/cfpb_cr-annual-report_2025-05.pdf.
Common problems that make a complaint look unanswered
Counting from the wrong date
Counting 15 days from your submission date can make a normal case look late. Recalculate from the date the CFPB sent the complaint to the company, shown in the portal or a CFPB notice.
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Missing an interim response
An “in progress” designation is not the same as a final answer. Check whether the company supplied an interim message and whether the 60-calendar-day final-response period is still open.
Looking only at public records
A database entry may appear before you receive or review a private response. Use the account tied to your complaint for personal updates.
Using the representative’s account
Privacy rules can limit what a representative sees. Have the consumer sign in to the consumer’s own account, or call CFPB support for assistance with access.
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Quick Recap
A practical follow-up checklist
- Record the complaint number and the date the CFPB sent it to the company.
- Check the Consumer Portal and all folders of the email account used to file.
- Identify whether the status says pending, in progress, referred, or answered.
- At 15 calendar days, determine whether an initial response arrived; if marked in progress, track the 60-calendar-day final-response period.
- If the applicable window has passed, contact the CFPB through the portal or at (855) 411-CFPB (2372).
- If referred, follow the receiving agency’s instructions instead of waiting for a CFPB decision.
- If answered, submit focused feedback within 60 days and preserve every relevant document.
- Track separate legal or contractual deadlines that may apply to the underlying dispute.
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