PMG Extends Case Central® to CFPB Complaints Management
One system for complaints and credit reporting disputes lets data furnishers see the root causes behind both
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PMG.net, Inc. today announced that it is extending Case Central®, its case management platform for data furnishers, to handle CFPB consumer complaints alongside credit reporting disputes within a single system.
The extension follows the Consumer Financial Protection Bureau’s June 24 announcement of a broad overhaul of its consumer complaint system. The announcement also stated that credit reporting complaints had risen from roughly 150,000 in 2019 to more than five million in 2025. The overhaul is intended to address the increase in volume and includes a stated intention to build APIs to share complaint information with companies more efficiently.
For PMG, complaints are a natural extension of Case Central. The company has delivered workflow automation for 29 years, and the complaint lifecycle follows the same path as a credit reporting dispute: intake, investigation, documentation, and response within a defined regulatory window, all evidenced by a preserved audit trail.
Case Central processes both direct and indirect disputes inside one system, so multi-channel intake is a problem the platform was built for. Complaints can arrive through the same direct channels Case Central supports today, and the module is designed to ingest them through the Bureau’s forthcoming API as that becomes available.
A single view of the consumer is what PMG expects furnishers to value most. With complaints and disputes about the same consumer, account, or process in one system, patterns surface that stay invisible when the two are managed separately.
“A complaint is often the first sign of an issue that shows up months later as a dispute or an exam finding,” said Joe LeCompte, Principal & CEO of PMG. “When they live in separate systems, nobody sees the connection. You just see two unrelated tickets handled by two different teams. One system is what lets a furnisher find the root cause before remediation becomes costly.”
Case Central’s AI capabilities, including Smart Start, extend to complaints as well. Smart Start reviews documentation submitted with a complaint or a dispute and flags the content most relevant to the investigation, reducing the time an investigator spends locating the material facts and improving consistency across a team. A human investigator makes every resolution decision; the AI organizes and surfaces the record rather than determining the outcome.
Financial institutions can request a demonstration of complaints management in Case Central at pmg.net.
About PMG.net, Inc.
PMG.net, Inc. has built workflow automation for structured business processes for 29 years. Its Case Central® platform brings that foundation to the regulated demands of consumer credit reporting, delivering 2.5x efficiency gains for data furnishers managing disputes and now extending to CFPB complaints. Case Central is a secure SaaS application supporting FCRA compliance through configurable process checklists, activity tracking, automated reporting, and bi-directional e-OSCAR® integrations, with support for both direct and indirect disputes. Built-in governance controls strengthen investigation consistency and defensibility, and an intuitive interface lets teams update configurations independently, without IT or vendor involvement. PMG ships new releases every other month.
View source version on businesswire.com: https://www.businesswire.com/news/home/20260915161945/en/
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