Who is complaining aboutSettlement process and costs?
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.
“Settlement process and costs” is an issue label the CFPB no longer offers on its complaint form. 8,934 complaints carry it, received between 1 Dec 2011 and 21 Apr 2017.
Most were filed under the product “Mortgage” (100%).
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Mortgage | 8,934 | 100% |
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 |
|---|---|---|---|
| BANK OF AMERICA, NATIONAL ASSOCIATION | 1,347 | 15.1% | $2.65tn assets |
| WELLS FARGO & COMPANY | 1,087 | 12.2% | $1.92tn assets |
| Ocwen Financial Corporation | 795 | 8.9% | no public measure |
| JPMORGAN CHASE & CO. | 785 | 8.8% | $4.09tn assets |
| NATIONSTAR MORTGAGE LLC | 504 | 5.6% | 152,781 HMDA records |
| CITIBANK, N.A. | 308 | 3.4% | $1.98tn assets |
| Ditech Financial LLC | 286 | 3.2% | no public measure |
| U.S. BANCORP | 182 | 2% | $706bn assets |
| SELECT PORTFOLIO SERVICING, INC. | 180 | 2% | no public measure |
| PNC Bank N.A. | 156 | 1.7% | $610bn assets |
| HSBC NORTH AMERICA HOLDINGS INC. | 156 | 1.7% | $173bn assets |
| SUNTRUST BANKS, INC. | 125 | 1.4% | no public measure |
| Rocket Mortgage, LLC | 122 | 1.4% | 663,472 HMDA records |
| Seterus, Inc. | 96 | 1.1% | no public measure |
| CITIZENS FINANCIAL GROUP, INC. | 86 | 1% | $233bn assets |
| Specialized Loan Servicing Holdings LLC | 73 | 0.8% | no public measure |
| Freedom Mortgage Company | 71 | 0.8% | 221,348 HMDA records |
| PHH Mortgage Services Corporation | 68 | 0.8% | no public measure |
| CIT BANK, NATIONAL ASSOCIATION | 66 | 0.7% | no public measure |
| FIFTH THIRD FINANCIAL CORPORATION | 64 | 0.7% | $299bn assets |
| CAPITAL ONE FINANCIAL CORPORATION | 61 | 0.7% | $662bn assets |
| M&T BANK CORPORATION | 60 | 0.7% | $220bn assets |
| Flagstar Bank, N.A. | 59 | 0.7% | $88bn assets |
| Caliber Home Loans, Inc. | 57 | 0.6% | no public measure |
| BB&T CORPORATION | 47 | 0.5% | no public measure |
| All other companies, including those not listed by name | 2,093 | 23.4% | — |
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. 15 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 explanation7,124 · 79.7%
- Closed with monetary relief599 · 6.7%
- Closed with non-monetary relief520 · 5.8%
- Closed without relief356 · 4%
- All other categories335 · 3.7%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 13.3% | 31.6% |
| Closed with monetary relief | 6.7% | 0.5% |
| Responses marked timely | 97.1% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Settlement process and costs” 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?
8,934, all received before 21 Apr 2017; the label is no longer offered.
Which products does it apply to?
“Mortgage” (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.