Who is complaining aboutPayoff process?

CFPB issue labelNo longer offered, last used 21 Apr 2017

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.

“Payoff process” is an issue label the CFPB no longer offers on its complaint form. 2,315 complaints carry it, received between 1 Dec 2011 and 21 Apr 2017.

Most were filed under the product “Credit card” (100%).

0complaints, last 90 days— vs prior 90 days

0complaints, last 365 days— vs prior 365 days

2,315complaints, all yearssince 2011

33.4%closed with reliefall issues 31.6%

Which products

Product (CFPB label)	Complaints	Share
Credit card	2,315	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
CITIBANK, N.A.	471	20.3%	$1.98tn assets
SYNCHRONY FINANCIAL	316	13.7%	$115bn assets
CAPITAL ONE FINANCIAL CORPORATION	308	13.3%	$662bn assets
JPMORGAN CHASE & CO.	300	13%	$4.09tn assets
BANK OF AMERICA, NATIONAL ASSOCIATION	215	9.3%	$2.65tn assets
WELLS FARGO & COMPANY	134	5.8%	$1.92tn assets
AMERICAN EXPRESS COMPANY	113	4.9%	$214bn assets
DISCOVER BANK	102	4.4%	no public measure
BARCLAYS BANK DELAWARE	59	2.5%	$43bn assets
U.S. BANCORP	58	2.5%	$706bn assets
UNITED SERVICES AUTOMOBILE ASSOCIATION	23	1%	$106bn assets
TD BANK US HOLDING COMPANY	22	1%	$375bn assets
FIRST NATIONAL BANK OF OMAHA	15	0.6%	$34bn assets
NAVY FEDERAL CREDIT UNION	14	0.6%	$204bn assets
HSBC NORTH AMERICA HOLDINGS INC.	13	0.6%	$173bn assets
FIFTH THIRD FINANCIAL CORPORATION	13	0.6%	$299bn assets
Bread Financial Holdings, Inc.	12	0.5%	$21bn assets
Paypal Holdings, Inc	11	0.5%	no public measure
PNC Bank N.A.	8	0.3%	$610bn assets
REGIONS FINANCIAL CORPORATION	8	0.3%	$160bn assets
ENCORE CAPITAL GROUP INC.	8	0.3%	no public measure
Continental Finance Company, LLC	6	0.3%	no public measure
STATE FARM BANK, FSB	6	0.3%	no public measure
CITIZENS FINANCIAL GROUP, INC.	5	0.2%	$233bn assets
Portfolio Recovery Associates, LLC	5	0.2%	no public measure
All other companies, including those not listed by name	70	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. 19 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 explanation1,420 · 61.3%
Closed with monetary relief515 · 22.2%
Closed with non-monetary relief173 · 7.5%
Closed without relief108 · 4.7%
All other categories99 · 4.3%

Measure	This issue	All issues
Closed with monetary or non-monetary relief	33.4%	31.6%
Closed with monetary relief	22.2%	0.5%
Responses marked timely	99.4%	99.6%

Trend

Complaints with the issue “Payoff process” in each of the last 24 months. Peak month in view: 1.

Complaints per calendar year. The CFPB revised its issue list in 2017 and again later, so many labels start or stop part-way through the record.

Questions and answers

What does the CFPB issue “Payoff process” 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?

2,315, all received before 21 Apr 2017; the label is no longer offered.

Which products does it apply to?

“Credit card” (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.