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

Autor:	Bhattacharya, Arkaprabha, Lee, Kevin, Ravi, Vineeth, Staddon, Jessica, Bellini, Rosanna
Rok vydání:	2024
Předmět:	Computer Science - Computers and Society Computer Science - Cryptography and Security Computer Science - Human-Computer Interaction
Druh dokumentu:	Working Paper
DOI:	10.1145/3613904.3642033
Popis:	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. Comment: 20 pages, 9 figures, 8 tables, This paper will be published in CHI '24: Proceedings of the 2024 CHI Conference on Human Factors in Computing Systems
Databáze:	arXiv
Externí odkaz:	http://arxiv.org/abs/2403.13944 Zobrazit plný text záznamu View this record from Arxiv