Who is complaining aboutProblem getting a card or closing an 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.
Consumers chose the issue “Problem getting a card or closing an account” on 1,055 complaints in the 12 months to 30 Sep 2026, about level with the 1,019 of the 12 months before. That is 0% of all complaints received.
100% of them were filed under the product “Prepaid card”, where the issue makes up 17.3% of that product's complaints.
Company responses on this issue: 73.6% closed with an explanation, 12.1% closed with non-monetary relief, 11.2% closed with monetary relief, and 2.2% still in progress when the file was published. 94.5% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Prepaid card | 1,055 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Trouble getting, activating, or registering a card | 454 | 43% |
| Trouble closing card | 334 | 31.7% |
| Trouble getting a working replacement card | 245 | 23.2% |
| Don't want a card provided by your employer or the government | 22 | 2.1% |
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 |
|---|---|---|---|---|
| Comerica | 191 | 18.1% | no public measure | — |
| Block, Inc. | 179 | 17% | no public measure | — |
| Netspend Corporation | 81 | 7.7% | no public measure | — |
| AMERICAN EXPRESS COMPANY | 63 | 6% | $214bn assets | 0.29 |
| FISERV FINXACT CORE | 53 | 5% | no public measure | — |
| Incomm Holdings Inc. | 51 | 4.8% | no public measure | — |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 47 | 4.5% | $2.65tn assets | 0.02 |
| Conduent Incorporated | 44 | 4.2% | no public measure | — |
| Blackhawk Network Holdings Inc. | 41 | 3.9% | no public measure | — |
| U.S. BANCORP | 40 | 3.8% | $706bn assets | 0.06 |
| Paypal Holdings, Inc | 28 | 2.7% | no public measure | — |
| Chime Financial Inc | 27 | 2.6% | no public measure | — |
| FIFTH THIRD FINANCIAL CORPORATION | 26 | 2.5% | $299bn assets | 0.09 |
| KEYCORP | 24 | 2.3% | $189bn assets | 0.13 |
| CAPITAL ONE FINANCIAL CORPORATION | 19 | 1.8% | $662bn assets | 0.03 |
| Newport Intermediate Inc. | 18 | 1.7% | no public measure | — |
| ADP Inc. | 13 | 1.2% | no public measure | — |
| JPMORGAN CHASE & CO. | 6 | 0.6% | $4.09tn assets | 0.00 |
| CITIBANK, N.A. | 6 | 0.6% | $1.98tn assets | 0.00 |
| OPTUM BANK, INC. | 5 | 0.5% | $21bn assets | 0.23 |
| WELLS FARGO & COMPANY | 4 | 0.4% | $1.92tn assets | 0.00 |
| FinCo Services Inc DBA Current | 4 | 0.4% | no public measure | — |
| Foris DAX, Inc. | 4 | 0.4% | no public measure | — |
| Branch Messenger, Inc. | 4 | 0.4% | no public measure | — |
| EQUIFAX, INC. | 4 | 0.4% | no public measure | — |
| All other companies, including those not listed by name | 73 | 6.9% | — | — |
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. 10 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 explanation776 · 73.6%
- Closed with non-monetary relief128 · 12.1%
- Closed with monetary relief118 · 11.2%
- In progress23 · 2.2%
- All other categories10 · 0.9%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 23.8% | 31.6% |
| Closed with monetary relief | 11.4% | 0.5% |
| Responses marked timely | 94.5% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Problem getting a card or closing an 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. Sub-issues recorded under it include “Trouble getting, activating, or registering a card”, “Trouble closing card”, “Trouble getting a working replacement card”.
How many complaints carry this issue?
1,055 in the 12 months to 30 Sep 2026 and 7,407 since 2017.
Which products does it apply to?
“Prepaid 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.