Issues › Credit reporting, credit repair services, or other personal consumer reports
Who is complaining aboutProblem with a credit reporting company's investigation into an existing problem?
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.
“Problem with a credit reporting company's investigation into an existing problem” is an issue label the CFPB no longer offers on its complaint form. 589,318 complaints carry it, received between 24 Apr 2017 and 25 Aug 2023.
Most were filed under the product “Credit reporting, credit repair services, or other personal consumer reports” (98%).
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Credit reporting, credit repair services, or other personal consumer reports | 577,518 | 98% |
| Credit card or prepaid card | 7,231 | 1.2% |
| Vehicle loan or lease | 1,833 | 0.3% |
| Mortgage | 1,124 | 0.2% |
| Student loan | 1,065 | 0.2% |
| Payday loan, title loan, or personal loan | 437 | 0.1% |
| Checking or savings account | 109 | <0.1% |
| Credit reporting or other personal consumer reports | 1 | <0.1% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Their investigation did not fix an error on your report | 331,528 | 56.3% |
| Investigation took more than 30 days | 131,916 | 22.4% |
| Was not notified of investigation status or results | 94,411 | 16% |
| Difficulty submitting a dispute or getting information about a dispute over the phone | 20,082 | 3.4% |
| Problem with personal statement of dispute | 11,381 | 1.9% |
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 |
|---|---|---|---|
| EQUIFAX, INC. | 200,914 | 34.1% | no public measure |
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 170,590 | 28.9% | no public measure |
| Experian Information Solutions Inc. | 151,622 | 25.7% | no public measure |
| CAPITAL ONE FINANCIAL CORPORATION | 5,589 | 0.9% | $662bn assets |
| CITIBANK, N.A. | 2,390 | 0.4% | $1.98tn assets |
| WELLS FARGO & COMPANY | 2,184 | 0.4% | $1.92tn assets |
| LEXISNEXIS | 2,101 | 0.4% | no public measure |
| JPMORGAN CHASE & CO. | 2,009 | 0.3% | $4.09tn assets |
| Bread Financial Holdings, Inc. | 1,965 | 0.3% | $21bn assets |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 1,909 | 0.3% | $2.65tn assets |
| SYNCHRONY FINANCIAL | 1,859 | 0.3% | $115bn assets |
| DISCOVER BANK | 1,365 | 0.2% | no public measure |
| Portfolio Recovery Associates, LLC | 1,315 | 0.2% | no public measure |
| Nelnet, Inc. | 1,124 | 0.2% | no public measure |
| Santander Consumer USA Holdings Inc. | 1,080 | 0.2% | no public measure |
| Resurgent Capital Services L.P. | 1,051 | 0.2% | no public measure |
| Navient Solutions, LLC. | 1,021 | 0.2% | no public measure |
| TD BANK US HOLDING COMPANY | 944 | 0.2% | $375bn assets |
| AES/PHEAA | 905 | 0.2% | no public measure |
| ALLY FINANCIAL INC. | 904 | 0.2% | $188bn assets |
| AMERICAN EXPRESS COMPANY | 862 | 0.1% | $214bn assets |
| ENCORE CAPITAL GROUP INC. | 831 | 0.1% | no public measure |
| NAVY FEDERAL CREDIT UNION | 716 | 0.1% | $204bn assets |
| BARCLAYS BANK DELAWARE | 679 | 0.1% | $43bn assets |
| U.S. BANCORP | 567 | 0.1% | $706bn assets |
| All other companies, including those not listed by name | 32,822 | 5.6% | — |
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. 13 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 explanation412,762 · 70%
- Closed with non-monetary relief175,513 · 29.8%
- Closed with monetary relief798 · 0.1%
- Untimely response245 · <0.1%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 29.9% | 31.6% |
| Closed with monetary relief | 0.1% | 0.5% |
| Responses marked timely | 99.7% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Problem with a credit reporting company's investigation into an existing problem” 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”, “Was not notified of investigation status or results”.
How many complaints carry this issue?
589,318, all received before 25 Aug 2023; the label is no longer offered.
Which products does it apply to?
“Credit reporting, credit repair services, or other personal consumer reports” (98%), “Credit card or prepaid card” (1.2%), “Vehicle loan or lease” (0.3%), “Mortgage” (0.2%).
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.