Issues › Money transfer, virtual currency, or money service
Who is complaining aboutMoney was not available when promised?
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 “Money was not available when promised” on 2,766 complaints in the 12 months to 1 Oct 2026, up 26% on the 2,193 of the 12 months before. That is 0% of all complaints received.
100% of them were filed under the product “Money transfer, virtual currency, or money service”, where the issue makes up 7.3% of that product's complaints.
Company responses on this issue: 81.7% closed with an explanation, 4.6% closed with non-monetary relief, 9.5% closed with monetary relief, and 2.6% still in progress when the file was published. 90.7% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Money transfer, virtual currency, or money service | 2,766 | 100% |
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 |
|---|---|---|---|---|
| Paypal Holdings, Inc | 372 | 13.4% | no public measure | — |
| Block, Inc. | 232 | 8.4% | no public measure | — |
| Coinbase, Inc. | 193 | 7% | no public measure | — |
| TClub Inc | 181 | 6.5% | no public measure | — |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 140 | 5.1% | $2.65tn assets | 0.05 |
| ROBINHOOD MARKETS INC. | 132 | 4.8% | no public measure | — |
| Winklevoss Exchange LLC | 110 | 4% | no public measure | — |
| WESTERN UNION COMPANY, THE | 109 | 3.9% | no public measure | — |
| JPMORGAN CHASE & CO. | 107 | 3.9% | $4.09tn assets | 0.03 |
| MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC | 76 | 2.7% | no public measure | — |
| Payward Ventures Inc. dba Kraken | 74 | 2.7% | no public measure | — |
| TransferWise Ltd | 73 | 2.6% | no public measure | — |
| Remitly, Inc. | 66 | 2.4% | no public measure | — |
| WELLS FARGO & COMPANY | 58 | 2.1% | $1.92tn assets | 0.03 |
| Meta Payments Inc. | 48 | 1.7% | no public measure | — |
| CITIBANK, N.A. | 43 | 1.6% | $1.98tn assets | 0.02 |
| CAPITAL ONE FINANCIAL CORPORATION | 34 | 1.2% | $662bn assets | 0.05 |
| Foris DAX, Inc. | 32 | 1.2% | no public measure | — |
| TD BANK US HOLDING COMPANY | 31 | 1.1% | $375bn assets | 0.08 |
| TapTap Send Inc. | 30 | 1.1% | no public measure | — |
| Chime Financial Inc | 25 | 0.9% | no public measure | — |
| Blockchain.com, Inc. | 24 | 0.9% | no public measure | — |
| Ria Envia, LLC | 20 | 0.7% | no public measure | — |
| BAM Management US Holdings Inc. | 20 | 0.7% | no public measure | — |
| FISERV FINXACT CORE | 20 | 0.7% | no public measure | — |
| All other companies, including those not listed by name | 516 | 18.7% | — | — |
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. 6 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 explanation2,260 · 81.7%
- Closed with monetary relief263 · 9.5%
- Closed with non-monetary relief127 · 4.6%
- In progress73 · 2.6%
- All other categories43 · 1.6%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 14.5% | 31.5% |
| Closed with monetary relief | 9.8% | 0.5% |
| Responses marked timely | 90.7% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Money was not available when promised” 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?
2,766 in the 12 months to 1 Oct 2026 and 13,897 since 2013.
Which products does it apply to?
“Money transfer, virtual currency, or money service” (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.