Who is complaining aboutStruggling to pay your bill?
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 “Struggling to pay your bill” on 1,334 complaints in the 12 months to 30 Sep 2026, up 17% on the 1,142 of the 12 months before. That is 0% of all complaints received.
100% of them were filed under the product “Credit card”, where the issue makes up 1.4% of that product's complaints.
Company responses on this issue: 81.5% closed with an explanation, 9.9% closed with non-monetary relief, 5.4% closed with monetary relief, and 2.8% still in progress when the file was published. 99% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Credit card | 1,334 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Credit card company won't work with you while you're going through financial hardship | 1,172 | 87.9% |
| Problem lowering your monthly payments | 113 | 8.5% |
| Filed for bankruptcy | 49 | 3.7% |
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 |
|---|---|---|---|---|
| CAPITAL ONE FINANCIAL CORPORATION | 249 | 18.7% | $662bn assets | 0.38 |
| JPMORGAN CHASE & CO. | 97 | 7.3% | $4.09tn assets | 0.02 |
| CITIBANK, N.A. | 95 | 7.1% | $1.98tn assets | 0.05 |
| SYNCHRONY FINANCIAL | 81 | 6.1% | $115bn assets | 0.70 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 80 | 6% | $2.65tn assets | 0.03 |
| CLGF Holdco 1, LLC | 63 | 4.7% | no public measure | — |
| Bread Financial Holdings, Inc. | 57 | 4.3% | $21bn assets | 2.68 |
| AMERICAN EXPRESS COMPANY | 56 | 4.2% | $214bn assets | 0.26 |
| GOLDMAN SACHS BANK USA | 50 | 3.7% | $759bn assets | 0.07 |
| NAVY FEDERAL CREDIT UNION | 45 | 3.4% | $204bn assets | 0.22 |
| BARCLAYS BANK DELAWARE | 43 | 3.2% | $43bn assets | 0.99 |
| WELLS FARGO & COMPANY | 38 | 2.8% | $1.92tn assets | 0.02 |
| TD BANK US HOLDING COMPANY | 37 | 2.8% | $375bn assets | 0.10 |
| Atlanticus Services Corporation | 35 | 2.6% | no public measure | — |
| DISCOVER BANK | 35 | 2.6% | no public measure | — |
| U.S. BANCORP | 24 | 1.8% | $706bn assets | 0.03 |
| Resurgent Capital Services L.P. | 20 | 1.5% | no public measure | — |
| Avant Holding Company, Inc. | 14 | 1% | no public measure | — |
| OneMain Finance Corporation | 10 | 0.7% | no public measure | — |
| UNITED SERVICES AUTOMOBILE ASSOCIATION | 10 | 0.7% | $106bn assets | 0.09 |
| PNC Bank N.A. | 10 | 0.7% | $610bn assets | 0.02 |
| Self Financial Inc. | 10 | 0.7% | no public measure | — |
| ENCORE CAPITAL GROUP INC. | 10 | 0.7% | no public measure | — |
| Continental Finance Company, LLC | 8 | 0.6% | no public measure | — |
| Affirm Holdings, Inc | 8 | 0.6% | no public measure | — |
| All other companies, including those not listed by name | 149 | 11.2% | — | — |
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 explanation1,087 · 81.5%
- Closed with non-monetary relief132 · 9.9%
- Closed with monetary relief72 · 5.4%
- In progress38 · 2.8%
- All other categories5 · 0.4%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 15.7% | 31.6% |
| Closed with monetary relief | 5.6% | 0.5% |
| Responses marked timely | 99% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Struggling to pay your bill” 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 “Credit card company won't work with you while you're going through financial hardship”, “Problem lowering your monthly payments”, “Filed for bankruptcy”.
How many complaints carry this issue?
1,334 in the 12 months to 30 Sep 2026 and 6,999 since 2017.
Which products does it apply to?
“Credit card” (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.