Issues › Credit reporting or other personal consumer reports
Who is complaining aboutProblem with a company's investigation into an existing issue?
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.
4,911 complaints in the 12 months to 1 Oct 2026 carry the CFPB issue label “Problem with a company's investigation into an existing issue”, up 119% on the 2,238 of the 12 months before; 11,089 since 2017.
100% of them were filed under the product “Credit reporting or other personal consumer reports”, where the issue makes up 0.1% of that product's complaints.
Company responses on this issue: 69.8% closed with an explanation, 23.4% closed with non-monetary relief, 0.3% closed with monetary relief, and 6.1% still in progress when the file was published. 98.8% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Credit reporting or other personal consumer reports | 4,911 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Their investigation did not fix an error on your report | 3,157 | 64.3% |
| Investigation took more than 30 days | 589 | 12% |
| Problem with personal statement of dispute | 579 | 11.8% |
| Difficulty submitting a dispute or getting information about a dispute over the phone | 347 | 7.1% |
| Was not notified of investigation status or results | 239 | 4.9% |
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 |
|---|---|---|---|---|
| Experian Information Solutions Inc. | 1,108 | 22.6% | no public measure | — |
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 1,085 | 22.1% | no public measure | — |
| EQUIFAX, INC. | 901 | 18.3% | no public measure | — |
| LEXISNEXIS | 275 | 5.6% | no public measure | — |
| Checkr, Inc | 194 | 4% | no public measure | — |
| Early Warning Services, LLC | 193 | 3.9% | no public measure | — |
| Fidelity National Information Services, Inc. (FNIS) | 158 | 3.2% | no public measure | — |
| FIRST ADVANTAGE CORPORATION | 103 | 2.1% | no public measure | — |
| HireRight Solutions, Inc. | 50 | 1% | no public measure | — |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 43 | 0.9% | $2.65tn assets | 0.02 |
| National Credit Systems,Inc. | 33 | 0.7% | no public measure | — |
| CAPITAL ONE FINANCIAL CORPORATION | 32 | 0.7% | $662bn assets | 0.05 |
| Contemporary Information Corp | 25 | 0.5% | no public measure | — |
| Block, Inc. | 22 | 0.4% | no public measure | — |
| JPMORGAN CHASE & CO. | 21 | 0.4% | $4.09tn assets | 0.01 |
| WELLS FARGO & COMPANY | 18 | 0.4% | $1.92tn assets | 0.01 |
| Affirm Holdings, Inc | 18 | 0.4% | no public measure | — |
| Resurgent Capital Services L.P. | 18 | 0.4% | no public measure | — |
| One Source Technology | 18 | 0.4% | no public measure | — |
| Paypal Holdings, Inc | 15 | 0.3% | no public measure | — |
| Accurate Background | 14 | 0.3% | no public measure | — |
| Meta Payments Inc. | 14 | 0.3% | no public measure | — |
| NAVY FEDERAL CREDIT UNION | 13 | 0.3% | $204bn assets | 0.06 |
| Bread Financial Holdings, Inc. | 13 | 0.3% | $21bn assets | 0.61 |
| SYNCHRONY FINANCIAL | 12 | 0.2% | $115bn assets | 0.10 |
| All other companies, including those not listed by name | 515 | 10.5% | — | — |
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. 7 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 explanation3,428 · 69.8%
- Closed with non-monetary relief1,148 · 23.4%
- In progress298 · 6.1%
- Untimely response23 · 0.5%
- All other categories14 · 0.3%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 25.2% | 31.5% |
| Closed with monetary relief | 0.3% | 0.5% |
| Responses marked timely | 98.8% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Problem with a company's investigation into an existing issue” 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 “Their investigation did not fix an error on your report”, “Investigation took more than 30 days”, “Problem with personal statement of dispute”.
How many complaints carry this issue?
4,911 in the 12 months to 1 Oct 2026 and 11,089 since 2017.
Which products does it apply to?
“Credit reporting or other personal consumer reports” (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.