Issues › Credit reporting or other personal consumer reports
Who is complaining aboutCredit monitoring or identity theft protection services?
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.
7,411 complaints in the 12 months to 30 Sep 2026 carry the CFPB issue label “Credit monitoring or identity theft protection services”, down 18% on the 9,023 of the 12 months before; 40,643 since 2017.
93.4% of them were filed under the product “Credit reporting or other personal consumer reports”, where the issue makes up 0.1% of that product's complaints.
Company responses on this issue: 66.7% closed with an explanation, 22.9% closed with non-monetary relief, 1.3% closed with monetary relief, and 7.9% still in progress when the file was published. 98.6% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Credit reporting or other personal consumer reports | 6,922 | 93.4% |
| Credit card | 187 | 2.5% |
| Student loan | 81 | 1.1% |
| Vehicle loan or lease | 75 | 1% |
| Payday loan, title loan, personal loan, or advance loan | 75 | 1% |
| Mortgage | 38 | 0.5% |
| Checking or savings account | 33 | 0.4% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Problem canceling credit monitoring or identify theft protection service | 2,896 | 39.1% |
| Didn't receive services that were advertised | 2,458 | 33.2% |
| Billing dispute for services | 1,436 | 19.4% |
| Problem with product or service terms changing | 455 | 6.1% |
| Received unwanted marketing or advertising | 166 | 2.2% |
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 |
|---|---|---|---|---|
| Experian Information Solutions Inc. | 1,964 | 26.5% | no public measure | — |
| EQUIFAX, INC. | 1,698 | 22.9% | no public measure | — |
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 1,683 | 22.7% | no public measure | — |
| CAPITAL ONE FINANCIAL CORPORATION | 167 | 2.3% | $662bn assets | 0.25 |
| CITIBANK, N.A. | 84 | 1.1% | $1.98tn assets | 0.04 |
| JPMORGAN CHASE & CO. | 80 | 1.1% | $4.09tn assets | 0.02 |
| WELLS FARGO & COMPANY | 66 | 0.9% | $1.92tn assets | 0.03 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 64 | 0.9% | $2.65tn assets | 0.02 |
| Nelnet, Inc. | 62 | 0.8% | no public measure | — |
| SYNCHRONY FINANCIAL | 55 | 0.7% | $115bn assets | 0.48 |
| Resurgent Capital Services L.P. | 42 | 0.6% | no public measure | — |
| MOHELA | 40 | 0.5% | no public measure | — |
| Maximus Federal Services, Inc. | 40 | 0.5% | no public measure | — |
| Affirm Holdings, Inc | 37 | 0.5% | no public measure | — |
| Credit Karma, LLC | 36 | 0.5% | no public measure | — |
| Bread Financial Holdings, Inc. | 35 | 0.5% | $21bn assets | 1.65 |
| AMERICAN EXPRESS COMPANY | 32 | 0.4% | $214bn assets | 0.15 |
| CL Holdings LLC | 31 | 0.4% | no public measure | — |
| TD BANK US HOLDING COMPANY | 29 | 0.4% | $375bn assets | 0.08 |
| Kikoff Inc. | 28 | 0.4% | no public measure | — |
| Servicer under contract with Federal Student Aid | 26 | 0.4% | no public measure | — |
| TRUIST FINANCIAL CORPORATION | 24 | 0.3% | $548bn assets | 0.04 |
| NAVY FEDERAL CREDIT UNION | 24 | 0.3% | $204bn assets | 0.12 |
| ALLY FINANCIAL INC. | 23 | 0.3% | $188bn assets | 0.12 |
| EdFinancial Services | 23 | 0.3% | no public measure | — |
| All other companies, including those not listed by name | 1,018 | 13.7% | — | — |
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. 12 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 explanation4,944 · 66.7%
- Closed with non-monetary relief1,700 · 22.9%
- In progress589 · 7.9%
- Closed with monetary relief93 · 1.3%
- All other categories85 · 1.1%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 26.3% | 31.6% |
| Closed with monetary relief | 1.4% | 0.5% |
| Responses marked timely | 98.6% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Credit monitoring or identity theft protection services” 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 “Problem canceling credit monitoring or identify theft protection service”, “Didn't receive services that were advertised”, “Billing dispute for services”.
How many complaints carry this issue?
7,411 in the 12 months to 30 Sep 2026 and 40,643 since 2017.
Which products does it apply to?
“Credit reporting or other personal consumer reports” (93.4%), “Credit card” (2.5%), “Student loan” (1.1%), “Vehicle loan or lease” (1%).
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.