Who is complaining aboutCredit decision / Underwriting?
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.
“Credit decision / Underwriting” is an issue label the CFPB no longer offers on its complaint form. 5,649 complaints carry it, received between 2 Dec 2011 and 21 Apr 2017.
Most were filed under the product “Mortgage” (100%).
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Mortgage | 5,649 | 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 | 861 | 15.2% | $1.92tn assets |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 819 | 14.5% | $2.65tn assets |
| JPMORGAN CHASE & CO. | 543 | 9.6% | $4.09tn assets |
| Ocwen Financial Corporation | 323 | 5.7% | no public measure |
| CITIBANK, N.A. | 263 | 4.7% | $1.98tn assets |
| NATIONSTAR MORTGAGE LLC | 243 | 4.3% | 152,781 HMDA records |
| Ditech Financial LLC | 146 | 2.6% | no public measure |
| Rocket Mortgage, LLC | 124 | 2.2% | 663,472 HMDA records |
| U.S. BANCORP | 119 | 2.1% | $706bn assets |
| PNC Bank N.A. | 110 | 1.9% | $610bn assets |
| SUNTRUST BANKS, INC. | 77 | 1.4% | no public measure |
| TD BANK US HOLDING COMPANY | 73 | 1.3% | $375bn assets |
| HSBC NORTH AMERICA HOLDINGS INC. | 71 | 1.3% | $173bn assets |
| SELECT PORTFOLIO SERVICING, INC. | 68 | 1.2% | no public measure |
| Seterus, Inc. | 54 | 1% | no public measure |
| CITIZENS FINANCIAL GROUP, INC. | 51 | 0.9% | $233bn assets |
| Freedom Mortgage Company | 48 | 0.8% | 221,348 HMDA records |
| UNITED SERVICES AUTOMOBILE ASSOCIATION | 47 | 0.8% | $106bn assets |
| CAPITAL ONE FINANCIAL CORPORATION | 46 | 0.8% | $662bn assets |
| FIFTH THIRD FINANCIAL CORPORATION | 45 | 0.8% | $299bn assets |
| PHH Mortgage Services Corporation | 45 | 0.8% | no public measure |
| NAVY FEDERAL CREDIT UNION | 43 | 0.8% | $204bn assets |
| CARRINGTON MORTGAGE SERVICES, LLC | 39 | 0.7% | 52,599 HMDA records |
| BB&T CORPORATION | 38 | 0.7% | no public measure |
| LD Holdings Group, LLC | 38 | 0.7% | no public measure |
| All other companies, including those not listed by name | 1,315 | 23.3% | — |
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. 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 explanation4,543 · 80.4%
- Closed with non-monetary relief334 · 5.9%
- Closed with monetary relief331 · 5.9%
- Closed without relief251 · 4.4%
- All other categories190 · 3.4%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 12.7% | 31.5% |
| Closed with monetary relief | 5.9% | 0.5% |
| Responses marked timely | 97.2% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Credit decision / Underwriting” 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?
5,649, all received before 21 Apr 2017; the label is no longer offered.
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.