Who is complaining aboutDealing with my lender or servicer?
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.
“Dealing with my lender or servicer” is an issue label the CFPB no longer offers on its complaint form. 17,620 complaints carry it, received between 12 Mar 2012 and 21 Apr 2017.
Most were filed under the product “Student loan” (100%).
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Student loan | 17,620 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Trouble with how payments are handled | 5,657 | 32.1% |
| Received bad information about my loan | 3,959 | 22.5% |
| Having problems with customer service | 2,803 | 15.9% |
| Don't agree with fees charged | 2,767 | 15.7% |
| Keep getting calls about my loan | 1,244 | 7.1% |
| Need information about my balance/terms | 1,190 | 6.8% |
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 |
|---|---|---|---|
| Navient Solutions, LLC. | 8,561 | 48.6% | no public measure |
| AES/PHEAA | 2,131 | 12.1% | no public measure |
| Nelnet, Inc. | 724 | 4.1% | no public measure |
| WELLS FARGO & COMPANY | 566 | 3.2% | $1.92tn assets |
| SLM CORPORATION | 554 | 3.1% | no public measure |
| ACS Education Services | 453 | 2.6% | no public measure |
| GREAT LAKES | 365 | 2.1% | no public measure |
| DISCOVER BANK | 338 | 1.9% | no public measure |
| TRANSWORLD SYSTEMS INC | 316 | 1.8% | no public measure |
| Genesis Lending | 293 | 1.7% | no public measure |
| JPMORGAN CHASE & CO. | 217 | 1.2% | $4.09tn assets |
| CITIBANK, N.A. | 202 | 1.1% | $1.98tn assets |
| MOHELA | 165 | 0.9% | no public measure |
| HEARTLAND PAYMENT SYSTEMS INC | 157 | 0.9% | no public measure |
| ECMC GROUP, INC. | 140 | 0.8% | no public measure |
| KEYCORP | 135 | 0.8% | $189bn assets |
| First Associates Loan Servicing LLC | 78 | 0.4% | no public measure |
| Utah System of Higher Education | 70 | 0.4% | no public measure |
| EdFinancial Services | 68 | 0.4% | no public measure |
| ORG GC GP BUYER, LLC | 59 | 0.3% | no public measure |
| Performant Financial Corporation | 59 | 0.3% | no public measure |
| United Student Aid (USA) Funds | 54 | 0.3% | no public measure |
| HIGHER EDUCATION STUDENT ASSISTANCE AUTHORITY (HESAA) | 54 | 0.3% | no public measure |
| National Enterprise Systems, Inc. | 51 | 0.3% | no public measure |
| IQOR US INC | 46 | 0.3% | no public measure |
| All other companies, including those not listed by name | 1,764 | 10% | — |
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. 4 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 explanation15,656 · 88.9%
- Closed with non-monetary relief1,174 · 6.7%
- Closed with monetary relief662 · 3.8%
- Closed107 · 0.6%
- All other categories21 · 0.1%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 10.4% | 31.6% |
| Closed with monetary relief | 3.8% | 0.5% |
| Responses marked timely | 98.5% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Dealing with my lender or servicer” 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 “Trouble with how payments are handled”, “Received bad information about my loan”, “Having problems with customer service”.
How many complaints carry this issue?
17,620, all received before 21 Apr 2017; the label is no longer offered.
Which products does it apply to?
“Student 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.