Who is complaining aboutUnexpected or other fees?
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.
1,271 complaints in the 12 months to 1 Oct 2026 carry the CFPB issue label “Unexpected or other fees”, about level with the 1,302 of the 12 months before; 8,272 since 2017.
55.9% of them were filed under the product “Prepaid card”, where the issue makes up 11.6% of that product's complaints.
Company responses on this issue: 82.8% closed with an explanation, 3.1% closed with non-monetary relief, 10.4% closed with monetary relief, and 2.3% still in progress when the file was published. 94.2% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Prepaid card | 711 | 55.9% |
| Money transfer, virtual currency, or money service | 560 | 44.1% |
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 |
|---|---|---|---|---|
| Block, Inc. | 218 | 17.2% | no public measure | — |
| Paypal Holdings, Inc | 148 | 11.6% | no public measure | — |
| Comerica | 74 | 5.8% | no public measure | — |
| Netspend Corporation | 64 | 5% | no public measure | — |
| Chime Financial Inc | 62 | 4.9% | no public measure | — |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 55 | 4.3% | $2.65tn assets | 0.02 |
| Incomm Holdings Inc. | 52 | 4.1% | no public measure | — |
| Conduent Incorporated | 51 | 4% | no public measure | — |
| FISERV FINXACT CORE | 36 | 2.8% | no public measure | — |
| AMERICAN EXPRESS COMPANY | 33 | 2.6% | $214bn assets | 0.15 |
| U.S. BANCORP | 25 | 2% | $706bn assets | 0.04 |
| Blackhawk Network Holdings Inc. | 24 | 1.9% | no public measure | — |
| Coinbase, Inc. | 22 | 1.7% | no public measure | — |
| WELLS FARGO & COMPANY | 21 | 1.7% | $1.92tn assets | 0.01 |
| JPMORGAN CHASE & CO. | 20 | 1.6% | $4.09tn assets | 0.00 |
| WESTERN UNION COMPANY, THE | 19 | 1.5% | no public measure | — |
| DailyPay, Inc | 19 | 1.5% | no public measure | — |
| ROBINHOOD MARKETS INC. | 15 | 1.2% | no public measure | — |
| FIFTH THIRD FINANCIAL CORPORATION | 14 | 1.1% | $299bn assets | 0.05 |
| TransferWise Ltd | 14 | 1.1% | no public measure | — |
| ADP Inc. | 12 | 0.9% | no public measure | — |
| CAPITAL ONE FINANCIAL CORPORATION | 10 | 0.8% | $662bn assets | 0.02 |
| REGIONS FINANCIAL CORPORATION | 10 | 0.8% | $160bn assets | 0.06 |
| CITIBANK, N.A. | 9 | 0.7% | $1.98tn assets | 0.00 |
| KEYCORP | 9 | 0.7% | $189bn assets | 0.05 |
| All other companies, including those not listed by name | 235 | 18.5% | — | — |
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 explanation1,053 · 82.8%
- Closed with monetary relief132 · 10.4%
- Closed with non-monetary relief40 · 3.1%
- In progress29 · 2.3%
- All other categories17 · 1.3%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 13.8% | 31.5% |
| Closed with monetary relief | 10.6% | 0.5% |
| Responses marked timely | 94.2% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Unexpected or other fees” 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?
1,271 in the 12 months to 1 Oct 2026 and 8,272 since 2017.
Which products does it apply to?
“Prepaid card” (55.9%), “Money transfer, virtual currency, or money service” (44.1%).
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 1 Oct 2026, complaints received through 1 Oct 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.