Who is complaining aboutTrouble using the card?
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 “Trouble using the card” on 2,063 complaints in the 12 months to 30 Sep 2026, down 30% on the 2,933 of the 12 months before. That is 0% of all complaints received.
100% of them were filed under the product “Prepaid card”, where the issue makes up 33.8% of that product's complaints.
Company responses on this issue: 73.9% closed with an explanation, 11.9% closed with non-monetary relief, 11.9% closed with monetary relief, and 1.5% still in progress when the file was published. 93.9% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Prepaid card | 2,063 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Trouble using the card to spend money in a store or online | 1,393 | 67.5% |
| Trouble getting information about the card | 296 | 14.3% |
| Problem using the card to withdraw money from an ATM | 137 | 6.6% |
| Problem with direct deposit | 95 | 4.6% |
| Trouble using the card to pay a bill | 91 | 4.4% |
| Trouble using the card to send money to another person | 23 | 1.1% |
| Problem with a check written from your prepaid card account | 16 | 0.8% |
| Problem adding money | 12 | 0.6% |
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 |
|---|---|---|---|---|
| AMERICAN EXPRESS COMPANY | 443 | 21.5% | $214bn assets | 2.07 |
| Incomm Holdings Inc. | 367 | 17.8% | no public measure | — |
| Comerica | 332 | 16.1% | no public measure | — |
| U.S. BANCORP | 140 | 6.8% | $706bn assets | 0.20 |
| Conduent Incorporated | 125 | 6.1% | no public measure | — |
| Blackhawk Network Holdings Inc. | 120 | 5.8% | no public measure | — |
| Netspend Corporation | 86 | 4.2% | no public measure | — |
| Block, Inc. | 78 | 3.8% | no public measure | — |
| FISERV FINXACT CORE | 54 | 2.6% | no public measure | — |
| FIFTH THIRD FINANCIAL CORPORATION | 45 | 2.2% | $299bn assets | 0.15 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 33 | 1.6% | $2.65tn assets | 0.01 |
| Paypal Holdings, Inc | 32 | 1.6% | no public measure | — |
| ADP Inc. | 21 | 1% | no public measure | — |
| Newport Intermediate Inc. | 21 | 1% | no public measure | — |
| Google Compare Credit Cards Inc. | 17 | 0.8% | no public measure | — |
| CITIBANK, N.A. | 14 | 0.7% | $1.98tn assets | 0.01 |
| Chime Financial Inc | 10 | 0.5% | no public measure | — |
| EQUIFAX, INC. | 10 | 0.5% | no public measure | — |
| KEYCORP | 6 | 0.3% | $189bn assets | 0.03 |
| OPTUM BANK, INC. | 6 | 0.3% | $21bn assets | 0.28 |
| Branch Messenger, Inc. | 6 | 0.3% | no public measure | — |
| NEW YORK COMMUNITY BANCORP INC | 5 | 0.2% | no public measure | — |
| CAPITAL ONE FINANCIAL CORPORATION | 5 | 0.2% | $662bn assets | 0.01 |
| Sezzle Inc. | 5 | 0.2% | no public measure | — |
| REGIONS FINANCIAL CORPORATION | 5 | 0.2% | $160bn assets | 0.03 |
| All other companies, including those not listed by name | 77 | 3.7% | — | — |
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. 9 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 explanation1,525 · 73.9%
- Closed with monetary relief246 · 11.9%
- Closed with non-monetary relief246 · 11.9%
- In progress31 · 1.5%
- All other categories15 · 0.7%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 24.2% | 31.6% |
| Closed with monetary relief | 12.1% | 0.5% |
| Responses marked timely | 93.9% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Trouble using the card” 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 “Trouble using the card to spend money in a store or online”, “Trouble getting information about the card”, “Problem using the card to withdraw money from an ATM”.
How many complaints carry this issue?
2,063 in the 12 months to 30 Sep 2026 and 14,043 since 2017.
Which products does it apply to?
“Prepaid 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.