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Shortchanged: Uncovering and Analyzing Intimate Partner Financial Abuse in Consumer Complaints
March 22, 2024, 4:10 a.m. | Arkaprabha Bhattacharya, Kevin Lee, Vineeth Ravi, Jessica Staddon, Rosanna Bellini
cs.CR updates on arXiv.org arxiv.org
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
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