Issues › Payday loan, title loan, personal loan, or advance loan
Who is complaining aboutProblem with the payoff process at the end of the loan?
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 the payoff process at the end of the loan” on 1,292 complaints in the 12 months to 30 Sep 2026, up 42% on the 907 of the 12 months before. That is 0% of all complaints received.
100% of them were filed under the product “Payday loan, title loan, personal loan, or advance loan”, where the issue makes up 7.3% of that product's complaints.
Company responses on this issue: 86.6% closed with an explanation, 4.3% closed with non-monetary relief, 4.5% closed with monetary relief, and 2.7% still in progress when the file was published. 94% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Payday loan, title loan, personal loan, or advance loan | 1,292 | 100% |
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 | 114 | 8.8% | no public measure | — |
| Paramount GR Holdings, LLC | 60 | 4.6% | no public measure | — |
| OneMain Finance Corporation | 52 | 4% | no public measure | — |
| CCF Intermediate Holdings LLC | 48 | 3.7% | no public measure | — |
| UPGRADE, INC. | 41 | 3.2% | no public measure | — |
| ACIMA CREDIT, LLC | 34 | 2.6% | no public measure | — |
| Klarna AB | 33 | 2.6% | no public measure | — |
| MoneyLion Inc. | 26 | 2% | no public measure | — |
| Block, Inc. | 26 | 2% | no public measure | — |
| Solar Mosaic LLC | 24 | 1.9% | no public measure | — |
| SYNCHRONY FINANCIAL | 19 | 1.5% | $115bn assets | 0.16 |
| WELLS FARGO & COMPANY | 18 | 1.4% | $1.92tn assets | 0.01 |
| Upstart Holdings, Inc. | 17 | 1.3% | no public measure | — |
| Westlake Services, LLC | 15 | 1.2% | no public measure | — |
| Westcreek Financial | 15 | 1.2% | no public measure | — |
| Self Financial Inc. | 15 | 1.2% | no public measure | — |
| ENOVA INTERNATIONAL, INC. | 14 | 1.1% | no public measure | — |
| GREENSKY OPERATIONS, LLC | 14 | 1.1% | no public measure | — |
| SOLAR SERVICING HOLDINGS LLC | 14 | 1.1% | no public measure | — |
| SANTANDER HOLDINGS USA, INC. | 13 | 1% | $104bn assets | 0.13 |
| SOFI TECHNOLOGIES, INC. | 13 | 1% | $57bn assets | 0.23 |
| FIFTH THIRD FINANCIAL CORPORATION | 12 | 0.9% | $299bn assets | 0.04 |
| Healthcare Finance Direct LLC. | 12 | 0.9% | no public measure | — |
| CITIBANK, N.A. | 12 | 0.9% | $1.98tn assets | 0.01 |
| CITIZENS FINANCIAL GROUP, INC. | 11 | 0.9% | $233bn assets | 0.05 |
| All other companies, including those not listed by name | 620 | 48% | — | — |
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 explanation1,119 · 86.6%
- Closed with monetary relief58 · 4.5%
- Closed with non-monetary relief56 · 4.3%
- In progress35 · 2.7%
- All other categories24 · 1.9%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 9.1% | 31.6% |
| Closed with monetary relief | 4.6% | 0.5% |
| Responses marked timely | 94% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Problem with the payoff process at the end of the loan” 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?
1,292 in the 12 months to 30 Sep 2026 and 5,830 since 2017.
Which products does it apply to?
“Payday loan, title loan, personal loan, or advance loan” (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.