Who was complaining inSeptember 2020?
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 39,874 complaints received in September 2020, up 2% on the month before (39,187) and up 69% on the same month a year earlier (23,565).
“Credit reporting, credit repair services, or other personal consumer reports” was the largest category with 25,968 complaints (65.1%). Responses recorded for the month: 92.5% closed with an explanation, 4.6% closed with non-monetary relief, 2.8% closed with monetary relief.
By product
- Credit reporting, credit repair services, or other personal consumer reports25,968 · 65.1%
- Debt collection4,722 · 11.8%
- Credit card or prepaid card2,856 · 7.2%
- Mortgage2,330 · 5.8%
- Checking or savings account2,102 · 5.3%
- All other categories1,896 · 4.8%
| Product (CFPB label) | Complaints | Share | Same month a year earlier |
|---|---|---|---|
| Credit reporting, credit repair services, or other personal consumer reports | 25,968 | 65.1% | 12,089 |
| Debt collection | 4,722 | 11.8% | 3,973 |
| Credit card or prepaid card | 2,856 | 7.2% | 2,138 |
| Mortgage | 2,330 | 5.8% | 1,857 |
| Checking or savings account | 2,102 | 5.3% | 1,759 |
| Vehicle loan or lease | 726 | 1.8% | 463 |
| Money transfer, virtual currency, or money service | 583 | 1.5% | 467 |
| Payday loan, title loan, or personal loan | 340 | 0.9% | 350 |
| Student loan | 247 | 0.6% | 469 |
Companies with the most complaints in the month, with their size
| Company (as named by the CFPB) | Complaints, Sep 2020 | Share | Company size |
|---|---|---|---|
| Experian Information Solutions Inc. | 8,631 | 21.6% | no public measure |
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 7,829 | 19.6% | no public measure |
| EQUIFAX, INC. | 7,133 | 17.9% | no public measure |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 851 | 2.1% | $2.65tn assets |
| JPMORGAN CHASE & CO. | 749 | 1.9% | $4.09tn assets |
| CAPITAL ONE FINANCIAL CORPORATION | 743 | 1.9% | $662bn assets |
| CITIBANK, N.A. | 724 | 1.8% | $1.98tn assets |
| WELLS FARGO & COMPANY | 675 | 1.7% | $1.92tn assets |
| U.S. BANCORP | 446 | 1.1% | $706bn assets |
| SYNCHRONY FINANCIAL | 409 | 1% | $115bn assets |
| Portfolio Recovery Associates, LLC | 307 | 0.8% | no public measure |
| Bread Financial Holdings, Inc. | 237 | 0.6% | $21bn assets |
| AMERICAN EXPRESS COMPANY | 233 | 0.6% | $214bn assets |
| TD BANK US HOLDING COMPANY | 225 | 0.6% | $375bn assets |
| Paypal Holdings, Inc | 216 | 0.5% | no public measure |
| Resurgent Capital Services L.P. | 184 | 0.5% | no public measure |
| TRUIST FINANCIAL CORPORATION | 182 | 0.5% | $548bn assets |
| ENCORE CAPITAL GROUP INC. | 181 | 0.5% | no public measure |
| DISCOVER BANK | 177 | 0.4% | no public measure |
| Santander Consumer USA Holdings Inc. | 170 | 0.4% | no public measure |
| All other companies, including those not listed by name | 9,572 | 24% | — |
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 explanation36,873 · 92.5%
- Closed with non-monetary relief1,817 · 4.6%
- Closed with monetary relief1,115 · 2.8%
- Untimely response69 · 0.2%
By state
| State | Complaints | Per 100,000 residents | Month report |
|---|---|---|---|
| Florida | 4,973 | 21.2 | — |
| California | 4,929 | 12.5 | — |
| Texas | 4,920 | 15.5 | — |
| New York | 2,644 | 13.2 | — |
| Georgia | 2,534 | 22.4 | — |
| Pennsylvania | 1,708 | 13.1 | — |
| Alabama | 1,251 | 24.1 | — |
| New Jersey | 1,182 | 12.4 | — |
| Illinois | 1,150 | 9.00 | — |
| Tennessee | 1,115 | 15.2 | — |
| North Carolina | 1,061 | 9.50 | — |
| Virginia | 1,000 | 11.3 | — |
| Maryland | 919 | 14.7 | — |
| Ohio | 865 | 7.30 | — |
| Massachusetts | 763 | 10.7 | — |
| Michigan | 762 | 7.50 | — |
| Louisiana | 673 | 14.6 | — |
| Arizona | 618 | 8.10 | — |
| South Carolina | 562 | 10.1 | — |
| Washington | 497 | 6.20 | — |
The 20 states with the most complaints in the month. Counts follow population.
Questions and answers
How many complaints did the CFPB receive in September 2020?
39,874. The same month a year earlier: 23,565.
Which product categories drew the most complaints?
“Credit reporting, credit repair services, or other personal consumer reports” (25,968), “Debt collection” (4,722), “Credit card or prepaid card” (2,856), “Mortgage” (2,330).
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 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.