Who is complaining aboutwhich issues?
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.
An issue is the option a consumer picks on the CFPB form to describe the problem. Every label is shown in the CFPB's wording, including labels that name a kind of alleged wrongdoing: the label records what the consumer selected, not what was found.
| Issue (CFPB label) | Main product | Complaints, 12 months | Change on prior 12 months | All years |
|---|---|---|---|---|
| Incorrect information on your report | Credit reporting or other personal consumer reports | 3,774,917 | up 55% | 8,203,142 |
| Improper use of your report | Credit reporting or other personal consumer reports | 1,295,374 | up 25% | 3,452,313 |
| Problem with a company's investigation into an existing problem | Credit reporting or other personal consumer reports | 1,203,502 | up 60% | 2,370,045 |
| Attempts to collect debt not owed | Debt collection | 136,885 | up 27% | 486,948 |
| Took or threatened to take negative or legal action | Debt collection | 79,049 | up 175% | 148,110 |
| Written notification about debt | Debt collection | 51,205 | down 17% | 232,430 |
| Managing an account | Checking or savings account | 49,618 | up 20% | 233,497 |
| False statements or representation | Debt collection | 34,080 | down 13% | 122,925 |
| Problem with a purchase shown on your statement | Credit card | 29,498 | up 67% | 113,665 |
| Problem with fraud alerts or security freezes | Credit reporting or other personal consumer reports | 20,694 | up 58% | 56,939 |
| Unable to get your credit report or credit score | Credit reporting or other personal consumer reports | 18,243 | up 35% | 65,812 |
| Trouble during payment process | Mortgage | 15,481 | up 27% | 113,626 |
| Problem with a lender or other company charging your account | Checking or savings account | 12,221 | up 45% | 44,734 |
| Closing an account | Checking or savings account | 11,244 | up 19% | 51,366 |
| Dealing with your lender or servicer | Student loan | 11,081 | down 11% | 66,195 |
| Fraud or scam | Money transfer, virtual currency, or money service | 11,017 | +7% | 52,736 |
| Getting a credit card | Credit card | 10,615 | -1% | 54,987 |
| Other features, terms, or problems | Credit card | 10,415 | up 31% | 48,539 |
| Fees or interest | Credit card | 9,489 | up 28% | 43,617 |
| Communication tactics | Debt collection | 8,866 | -2% | 78,193 |
| Struggling to pay mortgage | Mortgage | 8,846 | up 62% | 63,695 |
| Problem when making payments | Credit card | 7,538 | up 27% | 40,666 |
| Credit monitoring or identity theft protection services | Credit reporting or other personal consumer reports | 7,411 | down 18% | 40,643 |
| Managing the loan or lease | Vehicle loan or lease | 7,208 | up 40% | 47,683 |
| Other transaction problem | Money transfer, virtual currency, or money service | 7,205 | down 86% | 71,863 |
| Opening an account | Checking or savings account | 6,968 | +5% | 36,565 |
| Unauthorized transactions or other transaction problem | Money transfer, virtual currency, or money service | 6,584 | up 38% | 18,365 |
| Repossession | Vehicle loan or lease | 6,497 | up 28% | 14,690 |
| Closing your account | Credit card | 6,377 | up 12% | 30,312 |
| Problem with a company's investigation into an existing issue | Credit reporting or other personal consumer reports | 4,897 | up 119% | 11,069 |
| Problem caused by your funds being low | Checking or savings account | 4,757 | down 61% | 30,517 |
| Electronic communications | Debt collection | 4,492 | up 18% | 10,258 |
| Charged fees or interest you didn't expect | Payday loan, title loan, personal loan, or advance loan | 4,102 | up 35% | 16,571 |
| Advertising and marketing, including promotional offers | Credit card | 4,059 | up 42% | 19,519 |
| Trouble accessing funds in your mobile or digital wallet | Money transfer, virtual currency, or money service | 3,886 | up 53% | 7,847 |
| Problems at the end of the loan or lease | Vehicle loan or lease | 3,702 | up 52% | 17,066 |
| Trouble using your card | Credit card | 3,621 | up 32% | 16,641 |
| Struggling to repay your loan | Student loan | 3,575 | down 16% | 19,820 |
| Applying for a mortgage or refinancing an existing mortgage | Mortgage | 3,128 | up 31% | 28,825 |
| Struggling to pay your loan | Payday loan, title loan, personal loan, or advance loan | 2,955 | up 39% | 19,452 |
| Money was not available when promised | Money transfer, virtual currency, or money service | 2,762 | up 26% | 13,890 |
| Getting a loan or lease | Vehicle loan or lease | 2,584 | +2% | 13,980 |
| Threatened to contact someone or share information improperly | Debt collection | 2,534 | +7% | 13,690 |
| Closing on a mortgage | Mortgage | 2,503 | up 37% | 19,079 |
| Managing, opening, or closing your mobile wallet account | Money transfer, virtual currency, or money service | 2,384 | up 68% | 12,383 |
| Problem with a purchase or transfer | Prepaid card | 2,176 | up 27% | 11,920 |
| Confusing or missing disclosures | Debt or credit management | 2,092 | down 21% | 7,618 |
| Trouble using the card | Prepaid card | 2,063 | down 30% | 14,043 |
| Getting the loan | Payday loan, title loan, personal loan, or advance loan | 1,754 | up 87% | 5,745 |
| Problem with additional add-on products or services | Payday loan, title loan, personal loan, or advance loan | 1,522 | up 105% | 4,067 |
| Struggling to pay your bill | Credit card | 1,334 | up 17% | 6,999 |
| Problem with the payoff process at the end of the loan | Payday loan, title loan, personal loan, or advance loan | 1,292 | up 42% | 5,830 |
| Unexpected or other fees | Prepaid card | 1,271 | -2% | 8,267 |
| Problem with customer service | Money transfer, virtual currency, or money service | 1,160 | up 11% | 5,011 |
| Problem getting a card or closing an account | Prepaid card | 1,055 | +4% | 7,407 |
| Didn't provide services promised | Debt or credit management | 1,028 | down 13% | 2,772 |
| Other service problem | Money transfer, virtual currency, or money service | 1,016 | down 49% | 5,809 |
| Confusing or misleading advertising or marketing | Debt or credit management | 811 | -9% | 3,311 |
| Charged upfront or unexpected fees | Debt or credit management | 605 | down 21% | 1,674 |
| Identity theft protection or other monitoring services | Credit reporting or other personal consumer reports | 521 | -7% | 2,480 |
| Unauthorized withdrawals or charges | Debt or credit management | 464 | +6% | 1,134 |
| Getting a line of credit | Payday loan, title loan, personal loan, or advance loan | 380 | -8% | 3,137 |
| Getting a loan | Student loan | 365 | +4% | 2,739 |
| Wrong amount charged or received | Money transfer, virtual currency, or money service | 342 | down 22% | 2,123 |
| Can't stop withdrawals from your bank account | Payday loan, title loan, personal loan, or advance loan | 323 | up 74% | 1,098 |
| Lost or stolen money order | Money transfer, virtual currency, or money service | 287 | up 30% | 1,024 |
| Can't contact lender or servicer | Payday loan, title loan, personal loan, or advance loan | 239 | up 24% | 1,281 |
| Received a loan you didn't apply for | Payday loan, title loan, personal loan, or advance loan | 231 | -9% | 1,518 |
| Issues with repayment | Payday loan, title loan, personal loan, or advance loan | 186 | up 59% | 376 |
| Problem adding money | Money transfer, virtual currency, or money service | 183 | +1% | 1,085 |
| Money was taken from your bank account on the wrong day or for the wrong amount | Payday loan, title loan, personal loan, or advance loan | 164 | up 45% | 701 |
| Vehicle was repossessed or sold the vehicle | Payday loan, title loan, personal loan, or advance loan | 153 | up 20% | 733 |
| Loan payment wasn't credited to your account | Payday loan, title loan, personal loan, or advance loan | 139 | +5% | 839 |
| Was approved for a loan, but didn't receive the money | Payday loan, title loan, personal loan, or advance loan | 109 | up 17% | 547 |
| Overdraft, savings, or rewards features | Money transfer, virtual currency, or money service | 102 | up 127% | 259 |
| Problems receiving the advance | Payday loan, title loan, personal loan, or advance loan | 92 | up 37% | 199 |
| Issue with income share agreement | Student loan | 85 | +4% | 218 |
| Unexpected fees | Payday loan, title loan, personal loan, or advance loan | 83 | up 41% | 174 |
| Advertising | Prepaid card | 72 | down 21% | 596 |
| Issue where my lender is my school | Student loan | 72 | up 16% | 196 |
| Problem with cash advance | Payday loan, title loan, personal loan, or advance loan | 53 | up 10% | 312 |
| Credit limit changed | Payday loan, title loan, personal loan, or advance loan | 39 | up 44% | 289 |
| Vehicle was damaged or destroyed the vehicle | Payday loan, title loan, personal loan, or advance loan | 36 | +3% | 197 |
| Problem with overdraft | Prepaid card | 30 | up 50% | 173 |
| Was approved for a loan, but didn't receive money | Payday loan, title loan, personal loan, or advance loan | 20 | down 20% | 120 |
| Incorrect exchange rate | Money transfer, virtual currency, or money service | 19 | down 34% | 195 |
| Problem with a credit reporting company's investigation into an existing problem | Credit reporting, credit repair services, or other personal consumer reports | 0 | label retired | 589,318 |
| Loan modification,collection,foreclosure | Mortgage | 0 | label retired | 112,294 |
| Incorrect information on credit report | Credit reporting | 0 | label retired | 102,681 |
| Loan servicing, payments, escrow account | Mortgage | 0 | label retired | 77,308 |
| Cont'd attempts collect debt not owed | Debt collection | 0 | label retired | 60,520 |
| Account opening, closing, or management | Bank account or service | 0 | label retired | 37,959 |
| Disclosure verification of debt | Debt collection | 0 | label retired | 30,728 |
| Deposits and withdrawals | Bank account or service | 0 | label retired | 22,850 |
| Dealing with my lender or servicer | Student loan | 0 | label retired | 17,620 |
| Application, originator, mortgage broker | Mortgage | 0 | label retired | 17,215 |
| Credit reporting company's investigation | Credit reporting | 0 | label retired | 16,883 |
| Billing disputes | Credit card | 0 | label retired | 15,136 |
| Other | Credit card | 0 | label retired | 14,777 |
| Problems caused by my funds being low | Bank account or service | 0 | label retired | 11,844 |
| Unable to get credit report/credit score | Credit reporting | 0 | label retired | 10,859 |
| Improper contact or sharing of info | Debt collection | 0 | label retired | 10,036 |
| Problems when you are unable to pay | Consumer Loan | 0 | label retired | 9,370 |
| Settlement process and costs | Mortgage | 0 | label retired | 8,934 |
| Taking/threatening an illegal action | Debt collection | 0 | label retired | 8,793 |
| Can't repay my loan | Student loan | 0 | label retired | 8,725 |
| Identity theft / Fraud / Embezzlement | Credit card | 0 | label retired | 8,480 |
| Making/receiving payments, sending money | Bank account or service | 0 | label retired | 7,401 |
| Closing/Cancelling account | Credit card | 0 | label retired | 6,389 |
| Using a debit or ATM card | Bank account or service | 0 | label retired | 6,144 |
| Credit decision / Underwriting | Mortgage | 0 | label retired | 5,649 |
| Improper use of my credit report | Credit reporting | 0 | label retired | 5,579 |
| APR or interest rate | Credit card | 0 | label retired | 5,506 |
| Credit monitoring or identity protection | Credit reporting | 0 | label retired | 4,424 |
| Taking out the loan or lease | Consumer Loan | 0 | label retired | 4,368 |
| Repaying your loan | Student loan | 0 | label retired | 3,820 |
| Late fee | Credit card | 0 | label retired | 3,639 |
| Customer service / Customer relations | Credit card | 0 | label retired | 3,504 |
| Delinquent account | Credit card | 0 | label retired | 3,218 |
| Credit determination | Credit card | 0 | label retired | 3,057 |
| Advertising and marketing | Credit card | 0 | label retired | 2,959 |
| Rewards | Credit card | 0 | label retired | 2,916 |
| Charged fees or interest I didn't expect | Payday loan | 0 | label retired | 2,750 |
| Credit card protection / Debt protection | Credit card | 0 | label retired | 2,728 |
| Transaction issue | Credit card | 0 | label retired | 2,700 |
| Billing statement | Credit card | 0 | label retired | 2,619 |
| Payoff process | Credit card | 0 | label retired | 2,315 |
| Other fee | Credit card | 0 | label retired | 2,198 |
| Credit line increase/decrease | Credit card | 0 | label retired | 2,185 |
| Shopping for a loan or lease | Consumer Loan | 0 | label retired | 2,028 |
| Unsolicited issuance of credit card | Credit card | 0 | label retired | 1,853 |
| Credit reporting | Credit card | 0 | label retired | 1,696 |
| Other transaction issues | Money transfers | 0 | label retired | 1,491 |
| Unauthorized transactions/trans. issues | Prepaid card | 0 | label retired | 1,325 |
| Managing, opening, or closing account | Prepaid card | 0 | label retired | 1,194 |
| Balance transfer | Credit card | 0 | label retired | 1,117 |
| Can't contact lender | Payday loan | 0 | label retired | 1,100 |
| Collection practices | Credit card | 0 | label retired | 1,001 |
| Collection debt dispute | Credit card | 0 | label retired | 901 |
| Managing the line of credit | Consumer Loan | 0 | label retired | 806 |
| Received a loan I didn't apply for | Payday loan | 0 | label retired | 613 |
| Forbearance / Workout plans | Credit card | 0 | label retired | 556 |
| Application processing delay | Credit card | 0 | label retired | 540 |
| Other service issues | Money transfers | 0 | label retired | 514 |
| Can't stop charges to bank account | Payday loan | 0 | label retired | 509 |
| Privacy | Credit card | 0 | label retired | 489 |
| Account terms and changes | Consumer Loan | 0 | label retired | 484 |
| Lost or stolen check | Money transfer, virtual currency, or money service | 0 | label retired | 470 |
| Payment to acct not credited | Payday loan | 0 | label retired | 460 |
| Bankruptcy | Credit card | 0 | label retired | 448 |
| Arbitration | Credit card | 0 | label retired | 348 |
| Applied for loan/did not receive money | Payday loan | 0 | label retired | 344 |
| Sale of account | Credit card | 0 | label retired | 344 |
| Excessive fees | Credit reporting, credit repair services, or other personal consumer reports | 0 | label retired | 331 |
| Shopping for a line of credit | Consumer Loan | 0 | label retired | 302 |
| Charged bank acct wrong day or amt | Payday loan | 0 | label retired | 296 |
| Customer service/Customer relations | Other financial service | 0 | label retired | 283 |
| Cash advance | Credit card | 0 | label retired | 245 |
| Fees | Prepaid card | 0 | label retired | 232 |
| Balance transfer fee | Credit card | 0 | label retired | 221 |
| Overlimit fee | Credit card | 0 | label retired | 215 |
| Adding money | Prepaid card | 0 | label retired | 202 |
| Incorrect/missing disclosures or info | Money transfers | 0 | label retired | 202 |
| Cash advance fee | Credit card | 0 | label retired | 196 |
| Convenience checks | Credit card | 0 | label retired | 149 |
| Unexpected/Other fees | Other financial service | 0 | label retired | 103 |