Senators Demand Accountability from Credit Bureaus Over Declining Consumer Relief Rates

Senators Probe Credit Bureaus Over Sharp Decline in Consumer Relief

Four U.S. senators, including Sen. Elizabeth Warren, have sent formal letters to the nation’s largest credit bureaus, TransUnion and Experian, demanding answers after a ProPublica investigation revealed a dramatic decline in the rate at which these companies provide relief to consumer complaints.

Sen. Elizabeth Warren, D-Mass., the ranking member of the Senate Banking Committee, led the effort alongside Democratic Sens. Tammy Duckworth, Andy Kim, and Lisa Blunt Rochester. The letters were sent on Thursday, following a ProPublica investigation published in March that highlighted the issue.

Credit Bureaus’ Relief Rates Plummet Under Trump-Era CFPB Changes

The investigation found that TransUnion and Experian had significantly reduced the frequency of relief provided to consumers filing complaints through the Consumer Financial Protection Bureau (CFPB). This decline coincided with the Trump administration’s efforts to downsize the CFPB and weaken its oversight of the financial sector.

According to CFPB data, TransUnion’s relief rate, which had remained stable for years, dropped sharply in the summer of 2025. By October 2025, the company was providing relief roughly 50% less often than in previous years. Experian’s relief rate fell even more dramatically, from nearly 20% of consumer complaints in 2024 to less than 1% in 2025.

Under federal regulations, credit bureaus are required to respond to consumer complaints filed through the CFPB. Relief can take the form of financial compensation or non-monetary actions, such as correcting errors on credit reports.

Lawmakers Call Practices ‘Greatly Concerning’ and Potentially Illegal

In the letters to Experian and TransUnion, the senators described the findings as “greatly concerning” and raised serious questions about the legality of the companies’ practices. They warned that the drastic drop in responsiveness could result in consumers being denied mortgages or housing due to uncorrected errors on their credit reports.

The “drastic drop in responsiveness means that American consumers may be getting denied a mortgage or housing simply due to an error on their report that your company failed to correct.”

TransUnion responded in a statement, saying, “We appreciate the opportunity for meaningful engagement with policymakers regarding the robust and compliant processes TransUnion deploys,” and that it would formally respond to the senators’ letter. Experian did not respond to a request for comment, though the company previously told ProPublica that it investigates “all legitimate” complaints.

Equifax Remains Unaffected by the Trend

Unlike TransUnion and Experian, Equifax did not experience a similar decline in relief rates, according to the ProPublica investigation. In 2023, prior to President Donald Trump’s inauguration, Equifax entered into a settlement with the CFPB aimed at addressing deficiencies in its consumer dispute processes. While the agreement did not specifically address CFPB complaints, it reflected broader efforts to improve Equifax’s handling of consumer disputes.

In response to the senators’ letters, Equifax stated that it would engage with the inquiry and emphasized its commitment to helping consumers “correct any potential errors quickly.”

Senators Seek Comprehensive Data on Dispute Handling

The letters from the senators requested detailed data on disputes and complaints sent to the credit bureaus, as well as comprehensive information on their dispute-handling processes. The lawmakers are seeking transparency to ensure that consumers are not unfairly disadvantaged by errors on their credit reports.

The investigation and subsequent letters underscore growing concerns about the accountability of credit bureaus and the impact of regulatory changes on consumer protections.