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arXiv · 2403.13944

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

Arkaprabha Bhattacharya·Kevin Lee·Vineeth Ravi·Jessica Staddon·Rosanna Bellini
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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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Arkaprabha Bhattacharya, Kevin Lee, Vineeth Ravi, Jessica Staddon, Rosanna Bellini. 2024-03-20. Shortchanged: Uncovering and Analyzing Intimate Partner Financial Abuse in Consumer Complaints. https://doi.org/10.1145/3613904.3642033

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