Who is complaining aboutAccount terms and changes?
When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.
The CFPB does not verify every allegation in a complaint before publishing it.Consumer Financial Protection Bureau, Consumer Complaint Database. A complaint is a consumer's account of a problem; it is not a finding against the company.
“Account terms and changes” is an issue label the CFPB no longer offers on its complaint form. 484 complaints carry it, received between 6 Mar 2012 and 19 Apr 2017.
Most were filed under the product “Consumer Loan” (100%).
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Consumer Loan | 484 | 100% |
Which companies, with their size
Ordered by the number of complaints carrying this issue since 2011.
| Company (as named by the CFPB) | Complaints, all years | Share | Company size |
|---|---|---|---|
| WELLS FARGO & COMPANY | 58 | 12% | $1.92tn assets |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 57 | 11.8% | $2.65tn assets |
| CITIBANK, N.A. | 43 | 8.9% | $1.98tn assets |
| SYNCHRONY FINANCIAL | 28 | 5.8% | $115bn assets |
| ONEMAIN FINANCIAL HOLDINGS, LLC. | 22 | 4.5% | no public measure |
| PNC Bank N.A. | 20 | 4.1% | $610bn assets |
| JPMORGAN CHASE & CO. | 18 | 3.7% | $4.09tn assets |
| HSBC NORTH AMERICA HOLDINGS INC. | 18 | 3.7% | $173bn assets |
| U.S. BANCORP | 17 | 3.5% | $706bn assets |
| Paypal Holdings, Inc | 13 | 2.7% | no public measure |
| CASHCALL, INC. | 13 | 2.7% | no public measure |
| CAPITAL ONE FINANCIAL CORPORATION | 11 | 2.3% | $662bn assets |
| REGIONS FINANCIAL CORPORATION | 10 | 2.1% | $160bn assets |
| Delbert Services | 9 | 1.9% | no public measure |
| FIFTH THIRD FINANCIAL CORPORATION | 8 | 1.7% | $299bn assets |
| ENOVA INTERNATIONAL, INC. | 7 | 1.4% | no public measure |
| BB&T CORPORATION | 7 | 1.4% | no public measure |
| TD BANK US HOLDING COMPANY | 6 | 1.2% | $375bn assets |
| NAVY FEDERAL CREDIT UNION | 6 | 1.2% | $204bn assets |
| BMO BANK NATIONAL ASSOCIATION | 6 | 1.2% | $255bn assets |
| SUNTRUST BANKS, INC. | 5 | 1% | no public measure |
| KEYCORP | 5 | 1% | $189bn assets |
| SANTANDER BANK, NATIONAL ASSOCIATION | 5 | 1% | $104bn assets |
| FIRST NATIONAL BANK OF OMAHA | 4 | 0.8% | $34bn assets |
| Navient Solutions, LLC. | 3 | 0.6% | no public measure |
| All other companies, including those not listed by name | 85 | 17.6% | — |
CFPB: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.” The CFPB does not verify every allegation in a complaint before publishing it. 17 of the 25 companies in this table have a public size measure. “No public measure” means the company could not be matched by name to a single institution in the FDIC, NCUA or HMDA files, not that it is small.
How companies responded
- Closed with explanation343 · 70.9%
- Closed with monetary relief47 · 9.7%
- Closed with non-monetary relief39 · 8.1%
- Closed without relief27 · 5.6%
- All other categories28 · 5.8%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 20.2% | 31.6% |
| Closed with monetary relief | 9.7% | 0.5% |
| Responses marked timely | 97.3% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Account terms and changes” mean?
It is one of the options a consumer selects on the CFPB complaint form to describe the problem. The label is the consumer's choice and is not checked by the Bureau.
How many complaints carry this issue?
484, all received before 19 Apr 2017; the label is no longer offered.
Which products does it apply to?
“Consumer Loan” (100%).
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. Counts on this page show what consumers reported, not what was found.
Provenance
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, bulk file downloaded 30 Sep 2026, complaints received through 30 Sep 2026. Only coded fields are used (company, product, sub-product, issue, state, dates, company response, timeliness); complaint narratives are never read, stored or shown. Complaints are published once the company responds or after 15 days, so the most recent two to three weeks are incomplete. Size measures: FDIC BankFind (report date 30 Jun 2026), NCUA call reports (30 Jun 2026), HMDA transmittal sheet (2025), Census Bureau population estimates (2025). All are US government works. Search the CFPB database · Methodology · Report an error.