Who was complaining inJanuary 2016?
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.
The CFPB complaint database holds 13,827 complaints received in January 2016, up 7% on the month before (12,877) and up 10% on the same month a year earlier (12,608).
“Mortgage” was the largest category with 3,485 complaints (25.2%). Responses recorded for the month: 79.1% closed with an explanation, 11% closed with non-monetary relief, 6.9% closed with monetary relief.
By product
- Mortgage3,485 · 25.2%
- Debt collection2,913 · 21.1%
- Credit reporting2,758 · 19.9%
- Bank account or service1,663 · 12%
- Credit card1,571 · 11.4%
- All other categories1,437 · 10.4%
| Product (CFPB label) | Complaints | Share | Same month a year earlier |
|---|---|---|---|
| Mortgage | 3,485 | 25.2% | 3,009 |
| Debt collection | 2,913 | 21.1% | 3,241 |
| Credit reporting | 2,758 | 19.9% | 2,676 |
| Bank account or service | 1,663 | 12% | 1,260 |
| Credit card | 1,571 | 11.4% | 1,141 |
| Consumer Loan | 686 | 5% | 594 |
| Student loan | 333 | 2.4% | 354 |
| Money transfers | 134 | 1% | 105 |
| Payday loan | 133 | 1% | 134 |
| Prepaid card | 117 | 0.8% | 78 |
| Other financial service | 34 | 0.2% | 16 |
Companies with the most complaints in the month, with their size
| Company (as named by the CFPB) | Complaints, Jan 2016 | Share | Company size |
|---|---|---|---|
| EQUIFAX, INC. | 1,031 | 7.5% | no public measure |
| Experian Information Solutions Inc. | 850 | 6.1% | no public measure |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 826 | 6% | $2.65tn assets |
| WELLS FARGO & COMPANY | 809 | 5.9% | $1.92tn assets |
| JPMORGAN CHASE & CO. | 751 | 5.4% | $4.09tn assets |
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 747 | 5.4% | no public measure |
| CITIBANK, N.A. | 537 | 3.9% | $1.98tn assets |
| Ocwen Financial Corporation | 322 | 2.3% | no public measure |
| CAPITAL ONE FINANCIAL CORPORATION | 320 | 2.3% | $662bn assets |
| NATIONSTAR MORTGAGE LLC | 261 | 1.9% | 152,781 HMDA records |
| SYNCHRONY FINANCIAL | 256 | 1.9% | $115bn assets |
| U.S. BANCORP | 210 | 1.5% | $706bn assets |
| Navient Solutions, LLC. | 189 | 1.4% | no public measure |
| Ditech Financial LLC | 174 | 1.3% | no public measure |
| PNC Bank N.A. | 143 | 1% | $610bn assets |
| ENCORE CAPITAL GROUP INC. | 141 | 1% | no public measure |
| AMERICAN EXPRESS COMPANY | 139 | 1% | $214bn assets |
| SUNTRUST BANKS, INC. | 127 | 0.9% | no public measure |
| Paypal Holdings, Inc | 123 | 0.9% | no public measure |
| TD BANK US HOLDING COMPANY | 120 | 0.9% | $375bn assets |
| All other companies, including those not listed by name | 5,751 | 41.6% | — |
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. 11 of the 20 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 explanation10,944 · 79.1%
- Closed with non-monetary relief1,523 · 11%
- Closed with monetary relief955 · 6.9%
- Closed348 · 2.5%
- All other categories57 · 0.4%
By state
| State | Complaints | Per 100,000 residents | Month report |
|---|---|---|---|
| California | 1,986 | 5.00 | — |
| Florida | 1,317 | 5.60 | — |
| Texas | 1,143 | 3.60 | — |
| New York | 930 | 4.60 | — |
| Georgia | 610 | 5.40 | — |
| Illinois | 508 | 4.00 | — |
| Pennsylvania | 496 | 3.80 | — |
| New Jersey | 491 | 5.10 | — |
| North Carolina | 455 | 4.10 | — |
| Ohio | 447 | 3.80 | — |
| Virginia | 429 | 4.80 | — |
| Maryland | 412 | 6.60 | — |
| Michigan | 344 | 3.40 | — |
| Arizona | 324 | 4.20 | — |
| Washington | 299 | 3.70 | — |
| Massachusetts | 250 | 3.50 | — |
| Tennessee | 249 | 3.40 | — |
| Colorado | 224 | 3.70 | — |
| Missouri | 186 | 3.00 | — |
| South Carolina | 161 | 2.90 | — |
The 20 states with the most complaints in the month. Counts follow population.
Questions and answers
How many complaints did the CFPB receive in January 2016?
13,827. The same month a year earlier: 12,608.
Which product categories drew the most complaints?
“Mortgage” (3,485), “Debt collection” (2,913), “Credit reporting” (2,758), “Bank account or service” (1,663).
Can the month still change?
Yes. A complaint appears in the public file once the company responds or after 15 days, and the CFPB updates the file daily, so counts for recent months rise for a few weeks and response categories move from “In progress” to a closing category.
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it.
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.