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In 2024, Pennsylvania residents filed more than 100,000 complaints with the Consumer Finance Protection Bureau.
A move by President Donald Trump's administration earlier this year to effectively shut down the agency means people with similar complaints may find no one answering the phone if they seek help from the federal government, Gov. Josh Shapiro said Thursday.
Shapiro wants state agencies to fill the gap.
Pennsylvania is launching a new hotline and website to make it easier for those with consumer complaints to get connected to state workers who can intervene on their behalf.
"We've seen an abandonment of this work by the federal government," Shapiro said. "They're no longer doing it, so more burden is going to be on the states to do it."
Pennsylvanians can call 1-866-722-6675, visit pa.gov/consumer, or email consumer@pa.gov to report financial, insurance, and consumer concerns. In addition to making it easier to file a complaint, state agencies like the Department of Insurance and the Department of Banking and Securities have re-organized staff so that consumers will be dealing with a "one-stop shop" when filing complaints.
"There should be no wrong door, it should be clear access, and you should get a helpful person on the phone or on the other end of that email to help you out," the governor said.
Shapiro said that his plan does not immediately require hiring additional staff. However, administration staff will monitor the situation and determine if the state needs to make an adjustment, he said.
"I think this is a pretty bipartisan thing," Shapiro said. "I'm sure lawmakers would step up to support that if needed."
Shapiro was attorney general before being elected governor. He said that in his prior role, his office would work with the CFPB on issues that crossed state lines and issues in which the federal bureau had special expertise.
"That's no longer an option," he said. "And what I want consumers to know is you're still protected here in the Commonwealth of Pennsylvania."