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

• URL: http://arxiv.org/abs/2403.13944v1
• Date: Wed, 20 Mar 2024 19:32:21 GMT
• Title: Shortchanged: Uncovering and Analyzing Intimate Partner Financial Abuse in Consumer Complaints
• Authors: Arkaprabha Bhattacharya, Kevin Lee, Vineeth Ravi, Jessica Staddon, Rosanna Bellini,
• Abstract summary: Digital financial services can introduce new digital-safety risks for users, particularly survivors of intimate partner financial abuse (IPFA) 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 contributions are twofold; we offer the first human-labeled dataset for this overlooked harm and provide practical implications for technical practice, research, and design for better supporting and protecting survivors of IPFA.
• Score: 10.746634884866037
• License: http://arxiv.org/licenses/nonexclusive-distrib/1.0/
• 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 insight into the most common digital financial products involved in these attacks, and the barriers consumers report encountering when doing so. Our contributions are twofold; we offer the first human-labeled dataset for this overlooked harm and provide practical implications for technical practice, research, and design for better supporting and protecting survivors of IPFA.

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