Who is complaining aboutLoan servicing, payments, escrow account?
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.
“Loan servicing, payments, escrow account” is an issue label the CFPB no longer offers on its complaint form. 77,308 complaints carry it, received between 1 Dec 2011 and 22 Apr 2017.
Most were filed under the product “Mortgage” (100%).
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Mortgage | 77,308 | 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 |
|---|---|---|---|
| Ocwen Financial Corporation | 9,644 | 12.5% | no public measure |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 9,298 | 12% | $2.65tn assets |
| WELLS FARGO & COMPANY | 8,024 | 10.4% | $1.92tn assets |
| NATIONSTAR MORTGAGE LLC | 6,732 | 8.7% | 152,781 HMDA records |
| Ditech Financial LLC | 5,917 | 7.7% | no public measure |
| JPMORGAN CHASE & CO. | 5,357 | 6.9% | $4.09tn assets |
| CITIBANK, N.A. | 2,617 | 3.4% | $1.98tn assets |
| Seterus, Inc. | 1,762 | 2.3% | no public measure |
| HSBC NORTH AMERICA HOLDINGS INC. | 1,601 | 2.1% | $173bn assets |
| U.S. BANCORP | 1,529 | 2% | $706bn assets |
| SELECT PORTFOLIO SERVICING, INC. | 1,390 | 1.8% | no public measure |
| PNC Bank N.A. | 1,351 | 1.7% | $610bn assets |
| Specialized Loan Servicing Holdings LLC | 1,067 | 1.4% | no public measure |
| SUNTRUST BANKS, INC. | 1,012 | 1.3% | no public measure |
| M&T BANK CORPORATION | 841 | 1.1% | $220bn assets |
| LoanCare, LLC | 811 | 1% | no public measure |
| Caliber Home Loans, Inc. | 764 | 1% | no public measure |
| Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC) | 744 | 1% | no public measure |
| PHH Mortgage Services Corporation | 744 | 1% | no public measure |
| CARRINGTON MORTGAGE SERVICES, LLC | 734 | 0.9% | 52,599 HMDA records |
| Freedom Mortgage Company | 669 | 0.9% | 221,348 HMDA records |
| PENNYMAC LOAN SERVICES, LLC. | 574 | 0.7% | 490,614 HMDA records |
| Flagstar Bank, N.A. | 549 | 0.7% | $88bn assets |
| CITIZENS FINANCIAL GROUP, INC. | 531 | 0.7% | $233bn assets |
| RoundPoint Mortgage Servicing LLC | 529 | 0.7% | no public measure |
| All other companies, including those not listed by name | 12,517 | 16.2% | — |
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. 14 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 explanation64,666 · 83.6%
- Closed with non-monetary relief4,193 · 5.4%
- Closed with monetary relief3,055 · 4%
- Closed without relief2,855 · 3.7%
- All other categories2,539 · 3.3%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 10.2% | 31.5% |
| Closed with monetary relief | 4% | 0.5% |
| Responses marked timely | 98.1% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Loan servicing, payments, escrow account” 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?
77,308, all received before 22 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.