Shortchanged: Uncovering and Analyzing Intimate Partner Financial Abuse in Consumer Complaints

arXiv:2403.13944v1 Announce Type: cross
Abstract: Digital financial services can introduce new digital-safety risks for users, particularly survivors of intimate partner financial abuse (IPFA). To offer improved support for such users, a comprehensive understanding of their support needs and the barriers they face to redress by financial institutions is essential. Drawing from a dataset of 2.7 million customer complaints, we implement a bespoke workflow that utilizes language-modeling techniques and expert human review to identify complaints describing IPFA. Our mixed-method analysis provides …

abuse arxiv can consumer cs.cr cs.cy cs.hc digital financial financial institutions financial services institutions offer partner risks safety services support understanding