Who is complaining aboutProblem when making payments?
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.
7,538 complaints in the 12 months to 30 Sep 2026 carry the CFPB issue label “Problem when making payments”, up 27% on the 5,940 of the 12 months before; 40,666 since 2017.
61.7% of them were filed under the product “Credit card”, where the issue makes up 5% of that product's complaints.
Company responses on this issue: 78.3% closed with an explanation, 4.9% closed with non-monetary relief, 11.9% closed with monetary relief, and 4.2% still in progress when the file was published. 97.7% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Credit card | 4,653 | 61.7% |
| Payday loan, title loan, personal loan, or advance loan | 2,885 | 38.3% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Problem during payment process | 4,028 | 53.4% |
| You never received your bill or did not know a payment was due | 625 | 8.3% |
| No sub-issue recorded or other | 2,885 | 38.3% |
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 |
|---|---|---|---|---|
| Affirm Holdings, Inc | 728 | 9.7% | no public measure | — |
| CITIBANK, N.A. | 671 | 8.9% | $1.98tn assets | 0.34 |
| SYNCHRONY FINANCIAL | 666 | 8.8% | $115bn assets | 5.78 |
| CAPITAL ONE FINANCIAL CORPORATION | 613 | 8.1% | $662bn assets | 0.93 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 443 | 5.9% | $2.65tn assets | 0.17 |
| Klarna AB | 281 | 3.7% | no public measure | — |
| Bread Financial Holdings, Inc. | 252 | 3.3% | $21bn assets | 11.9 |
| JPMORGAN CHASE & CO. | 246 | 3.3% | $4.09tn assets | 0.06 |
| WELLS FARGO & COMPANY | 245 | 3.3% | $1.92tn assets | 0.13 |
| AMERICAN EXPRESS COMPANY | 168 | 2.2% | $214bn assets | 0.79 |
| TD BANK US HOLDING COMPANY | 140 | 1.9% | $375bn assets | 0.37 |
| Block, Inc. | 137 | 1.8% | no public measure | — |
| BARCLAYS BANK DELAWARE | 125 | 1.7% | $43bn assets | 2.88 |
| GOLDMAN SACHS BANK USA | 116 | 1.5% | $759bn assets | 0.15 |
| CLGF Holdco 1, LLC | 97 | 1.3% | no public measure | — |
| Paramount GR Holdings, LLC | 96 | 1.3% | no public measure | — |
| U.S. BANCORP | 95 | 1.3% | $706bn assets | 0.13 |
| Paypal Holdings, Inc | 87 | 1.2% | no public measure | — |
| OneMain Finance Corporation | 85 | 1.1% | no public measure | — |
| Zip Co US Inc. | 78 | 1% | no public measure | — |
| TRUIST FINANCIAL CORPORATION | 67 | 0.9% | $548bn assets | 0.12 |
| DISCOVER BANK | 63 | 0.8% | no public measure | — |
| NAVY FEDERAL CREDIT UNION | 59 | 0.8% | $204bn assets | 0.29 |
| UPGRADE, INC. | 59 | 0.8% | no public measure | — |
| Bilt Technologies, Inc. | 57 | 0.8% | no public measure | — |
| All other companies, including those not listed by name | 1,864 | 24.7% | — | — |
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. 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 explanation5,904 · 78.3%
- Closed with monetary relief896 · 11.9%
- Closed with non-monetary relief367 · 4.9%
- In progress315 · 4.2%
- All other categories56 · 0.7%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 17.5% | 31.6% |
| Closed with monetary relief | 12.4% | 0.5% |
| Responses marked timely | 97.7% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Problem when making payments” 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 “Problem during payment process”, “You never received your bill or did not know a payment was due”.
How many complaints carry this issue?
7,538 in the 12 months to 30 Sep 2026 and 40,666 since 2017.
Which products does it apply to?
“Credit card” (61.7%), “Payday loan, title loan, personal loan, or advance loan” (38.3%).
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.