Issues › Money transfer, virtual currency, or money service
Who is complaining aboutProblem with customer service?
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 with customer service” on 1,160 complaints in the 12 months to 30 Sep 2026, up 11% on the 1,047 of the 12 months before. That is 0% of all complaints received.
51.4% of them were filed under the product “Money transfer, virtual currency, or money service”, where the issue makes up 1.6% of that product's complaints.
Company responses on this issue: 83.1% closed with an explanation, 8.1% closed with non-monetary relief, 4.2% closed with monetary relief, and 2.9% still in progress when the file was published. 96.2% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Money transfer, virtual currency, or money service | 596 | 51.4% |
| Debt or credit management | 561 | 48.4% |
| Payday loan, title loan, personal loan, or advance loan | 3 | 0.3% |
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 |
|---|---|---|---|---|
| BANK OF AMERICA, NATIONAL ASSOCIATION | 74 | 6.4% | $2.65tn assets | 0.03 |
| JPMORGAN CHASE & CO. | 59 | 5.1% | $4.09tn assets | 0.01 |
| WELLS FARGO & COMPANY | 57 | 4.9% | $1.92tn assets | 0.03 |
| WESTERN UNION COMPANY, THE | 57 | 4.9% | no public measure | — |
| Experian Information Solutions Inc. | 56 | 4.8% | no public measure | — |
| Block, Inc. | 42 | 3.6% | no public measure | — |
| CAPITAL ONE FINANCIAL CORPORATION | 32 | 2.8% | $662bn assets | 0.05 |
| Chime Financial Inc | 28 | 2.4% | no public measure | — |
| ENCORE CAPITAL GROUP INC. | 27 | 2.3% | no public measure | — |
| Paypal Holdings, Inc | 23 | 2% | no public measure | — |
| PNC Bank N.A. | 17 | 1.5% | $610bn assets | 0.03 |
| NATIONAL DEBT RELIEF LLC | 17 | 1.5% | no public measure | — |
| CITIBANK, N.A. | 16 | 1.4% | $1.98tn assets | 0.01 |
| NAVY FEDERAL CREDIT UNION | 14 | 1.2% | $204bn assets | 0.07 |
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 14 | 1.2% | no public measure | — |
| U.S. BANCORP | 14 | 1.2% | $706bn assets | 0.02 |
| MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC | 14 | 1.2% | no public measure | — |
| The J. G. Wentworth Company | 14 | 1.2% | no public measure | — |
| HUNTINGTON NATIONAL BANK, THE | 13 | 1.1% | $283bn assets | 0.05 |
| TRUIST FINANCIAL CORPORATION | 12 | 1% | $548bn assets | 0.02 |
| FREEDOM FINANCIAL NETWORK | 11 | 0.9% | no public measure | — |
| Consumer Financial Services Solutions, Inc. | 11 | 0.9% | no public measure | — |
| National Credit Systems,Inc. | 10 | 0.9% | no public measure | — |
| Self Financial Inc. | 10 | 0.9% | no public measure | — |
| Affirm Holdings, Inc | 10 | 0.9% | no public measure | — |
| All other companies, including those not listed by name | 508 | 43.8% | — | — |
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 explanation964 · 83.1%
- Closed with non-monetary relief94 · 8.1%
- Closed with monetary relief49 · 4.2%
- In progress34 · 2.9%
- All other categories19 · 1.6%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 12.7% | 31.6% |
| Closed with monetary relief | 4.4% | 0.5% |
| Responses marked timely | 96.2% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Problem with customer service” 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?
1,160 in the 12 months to 30 Sep 2026 and 5,011 since 2017.
Which products does it apply to?
“Money transfer, virtual currency, or money service” (51.4%), “Debt or credit management” (48.4%), “Payday loan, title loan, personal loan, or advance loan” (0.3%).
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.