Who is complaining aboutConsumer Loan?
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.
“Consumer Loan” is a product label the CFPB no longer uses for new complaints. The database holds 31,559 complaints under it, received between 1 Mar 2012 and 21 Apr 2017; later complaints of this kind are filed under a newer label.
The figures on this page cover every year the label was in use. Company responses: 81.1% closed with an explanation, 8.5% closed with non-monetary relief, 6.6% closed with monetary relief.
Companies with the most complaints, with their size
Ordered by complaint count since 2011. The size column is the public measure this site could match to the company.
| Company (as named by the CFPB) | Complaints, all years | Share | Company size |
|---|---|---|---|
| Santander Consumer USA Holdings Inc. | 2,537 | 8% | no public measure |
| WELLS FARGO & COMPANY | 2,527 | 8% | $1.92tn assets |
| ALLY FINANCIAL INC. | 2,093 | 6.6% | $188bn assets |
| CAPITAL ONE FINANCIAL CORPORATION | 1,212 | 3.8% | $662bn assets |
| JPMORGAN CHASE & CO. | 1,029 | 3.3% | $4.09tn assets |
| TOYOTA MOTOR CREDIT CORPORATION | 773 | 2.4% | no public measure |
| CITIBANK, N.A. | 765 | 2.4% | $1.98tn assets |
| SYNCHRONY FINANCIAL | 682 | 2.2% | $115bn assets |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 681 | 2.2% | $2.65tn assets |
| ONEMAIN FINANCIAL HOLDINGS, LLC. | 650 | 2.1% | no public measure |
| General Motors Financial Company, Inc. | 619 | 2% | no public measure |
| AMERICAN HONDA FINANCE CORP | 602 | 1.9% | no public measure |
| U.S. BANCORP | 573 | 1.8% | $706bn assets |
| NISSAN MOTOR ACCEPTANCE COMPANY LLC | 515 | 1.6% | no public measure |
| HYUNDAI CAPITAL AMERICA | 458 | 1.5% | no public measure |
| TD BANK US HOLDING COMPANY | 432 | 1.4% | $375bn assets |
| CREDIT ACCEPTANCE CORPORATION | 424 | 1.3% | no public measure |
| Westlake Services, LLC | 411 | 1.3% | no public measure |
| BB&T CORPORATION | 398 | 1.3% | no public measure |
| FORD MOTOR CREDIT CO. | 378 | 1.2% | no public measure |
| FIFTH THIRD FINANCIAL CORPORATION | 375 | 1.2% | $299bn assets |
| NAVY FEDERAL CREDIT UNION | 336 | 1.1% | $204bn assets |
| PNC Bank N.A. | 334 | 1.1% | $610bn assets |
| CASHCALL, INC. | 322 | 1% | no public measure |
| BMW Financial Services NA, LLC | 319 | 1% | no public measure |
| CITIZENS FINANCIAL GROUP, INC. | 284 | 0.9% | $233bn assets |
| TMX Finance LLC | 274 | 0.9% | no public measure |
| SUNTRUST BANKS, INC. | 258 | 0.8% | no public measure |
| DriveTime | 257 | 0.8% | no public measure |
| Delbert Services | 249 | 0.8% | no public measure |
| All other companies, including those not listed by name | 10,792 | 34.2% | — |
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. 13 of the 30 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.
Issues
- Managing the loan or lease15,257 · 48.3%
- Problems when you are unable to pay7,673 · 24.3%
- Taking out the loan or lease4,368 · 13.8%
- Shopping for a loan or lease2,028 · 6.4%
- Managing the line of credit806 · 2.6%
- All other categories1,427 · 4.5%
| Issue (CFPB label) | Complaints | Share |
|---|---|---|
| Managing the loan or lease | 15,257 | 48.3% |
| Problems when you are unable to pay | 7,673 | 24.3% |
| Taking out the loan or lease | 4,368 | 13.8% |
| Shopping for a loan or lease | 2,028 | 6.4% |
| Managing the line of credit | 806 | 2.6% |
| Account terms and changes | 484 | 1.5% |
| Shopping for a line of credit | 302 | 1% |
| Charged fees or interest I didn't expect | 292 | 0.9% |
| Can't contact lender | 90 | 0.3% |
| Lender repossessed or sold the vehicle | 79 | 0.3% |
| Payment to acct not credited | 79 | 0.3% |
| Applied for loan/did not receive money | 38 | 0.1% |
| Received a loan I didn't apply for | 23 | 0.1% |
| Can't stop charges to bank account | 12 | <0.1% |
| Charged bank acct wrong day or amt | 10 | <0.1% |
| Other CFPB issue categories | 18 | 0.1% |
Sub-products
| Sub-product (CFPB label) | Complaints | Share |
|---|---|---|
| Vehicle loan | 17,769 | 56.3% |
| Installment loan | 8,671 | 27.5% |
| Vehicle lease | 2,654 | 8.4% |
| Personal line of credit | 1,824 | 5.8% |
| Title loan | 547 | 1.7% |
| Pawn loan | 94 | 0.3% |
How companies responded
- Closed with explanation25,606 · 81.1%
- Closed with non-monetary relief2,685 · 8.5%
- Closed with monetary relief2,092 · 6.6%
- Closed682 · 2.2%
- All other categories494 · 1.6%
| Measure | This category | All categories |
|---|---|---|
| Closed with monetary or non-monetary relief | 15.4% | 31.5% |
| Closed with monetary relief | 6.6% | 0.5% |
| Responses marked timely | 96.2% | 99.6% |
National trend
Questions and answers
How many Consumer Loan complaints does the CFPB receive?
31,559 were filed under this label between 1 Mar 2012 and 21 Apr 2017. The CFPB has since replaced the label.
Which companies receive the most complaints in this category?
By count, Santander Consumer USA Holdings Inc. (2,537), WELLS FARGO & COMPANY (2,527), ALLY FINANCIAL INC. (2,093) across all years. Counts follow company size: “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.”
What are the complaints about?
The issues selected most often: “Managing the loan or lease” (48.3%), “Problems when you are unable to pay” (24.3%), “Taking out the loan or lease” (13.8%), “Shopping for a loan or lease” (6.4%).
How do companies respond?
Across the category: 81.1% closed with an explanation, 8.5% closed with non-monetary relief, 6.6% closed with monetary relief. 96.2% of responses were timely.
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. A complaint is the consumer's account; the company's response is recorded beside 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.