Who is complaining aboutApplying for a mortgage or refinancing an existing mortgage?
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.
Consumers chose the issue “Applying for a mortgage or refinancing an existing mortgage” on 3,123 complaints in the 12 months to 1 Oct 2026, up 31% on the 2,382 of the 12 months before. That is 0% of all complaints received.
100% of them were filed under the product “Mortgage”, where the issue makes up 9.8% of that product's complaints.
Company responses on this issue: 86.3% closed with an explanation, 2.7% closed with non-monetary relief, 2.9% closed with monetary relief, and 4.3% still in progress when the file was published. 93.9% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Mortgage | 3,123 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Trying to communicate with the company to fix an issue with the application process | 725 | 23.2% |
| Application denials | 533 | 17.1% |
| Delays in the application process | 516 | 16.5% |
| Confusing or misleading advertising or marketing | 471 | 15.1% |
| Changes in loan terms during the application process | 341 | 10.9% |
| Fees or costs during the application process | 233 | 7.5% |
| Loan estimate or other related disclosures | 189 | 6.1% |
| Negative impact of inaccurate appraisal | 115 | 3.7% |
Which companies, with their size
Ordered by the number of complaints carrying this issue in the last 12 months.
| Company (as named by the CFPB) | Complaints, 12 months | Share | Company size | Per $1bn assets |
|---|---|---|---|---|
| Rocket Mortgage, LLC | 273 | 8.7% | 663,472 HMDA records | — |
| Shellpoint Partners, LLC | 152 | 4.9% | no public measure | — |
| JPMORGAN CHASE & CO. | 141 | 4.5% | $4.09tn assets | 0.03 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 117 | 3.7% | $2.65tn assets | 0.04 |
| Freedom Mortgage Company | 114 | 3.7% | 221,348 HMDA records | — |
| NAVY FEDERAL CREDIT UNION | 111 | 3.6% | $204bn assets | 0.54 |
| WELLS FARGO & COMPANY | 102 | 3.3% | $1.92tn assets | 0.05 |
| PENNYMAC LOAN SERVICES, LLC. | 81 | 2.6% | 490,614 HMDA records | — |
| Ocwen Financial Corporation | 71 | 2.3% | no public measure | — |
| AMERISAVE MORTGAGE CORPORATION | 68 | 2.2% | 107,056 HMDA records | — |
| U.S. BANCORP | 66 | 2.1% | $706bn assets | 0.09 |
| LAKEVIEW LOAN SERVICING, LLC | 63 | 2% | no public measure | — |
| United Shore Financial Services, LLC | 53 | 1.7% | no public measure | — |
| CrossCountry Mortgage LLC | 52 | 1.7% | 192,498 HMDA records | — |
| Mr. Cooper Group Inc. | 45 | 1.4% | no public measure | — |
| PNC Bank N.A. | 43 | 1.4% | $610bn assets | 0.07 |
| CARRINGTON MORTGAGE SERVICES, LLC | 40 | 1.3% | 52,599 HMDA records | — |
| TRUIST FINANCIAL CORPORATION | 35 | 1.1% | $548bn assets | 0.06 |
| Lennar Financial Services, LLC | 35 | 1.1% | no public measure | — |
| SELECT PORTFOLIO SERVICING, INC. | 34 | 1.1% | no public measure | — |
| CITIZENS FINANCIAL GROUP, INC. | 32 | 1% | $233bn assets | 0.14 |
| GUARANTEED RATE INC. | 28 | 0.9% | 152,500 HMDA records | — |
| LD Holdings Group, LLC | 28 | 0.9% | no public measure | — |
| Mortgage Research Center, LLC | 25 | 0.8% | 178,361 HMDA records | — |
| BROKER SOLUTIONS, INC. | 25 | 0.8% | no public measure | — |
| All other companies, including those not listed by name | 1,289 | 41.3% | — | — |
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. 16 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 explanation2,695 · 86.3%
- In progress135 · 4.3%
- Untimely response118 · 3.8%
- Closed with monetary relief90 · 2.9%
- All other categories85 · 2.7%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 5.9% | 31.5% |
| Closed with monetary relief | 3% | 0.5% |
| Responses marked timely | 93.9% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Applying for a mortgage or refinancing an existing mortgage” 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. Sub-issues recorded under it include “Trying to communicate with the company to fix an issue with the application process”, “Application denials”, “Delays in the application process”.
How many complaints carry this issue?
3,123 in the 12 months to 1 Oct 2026 and 28,834 since 2017.
Which products does it apply to?
“Mortgage” (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 1 Oct 2026, complaints received through 1 Oct 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.