Who is complaining aboutMoney transfer, virtual currency, or money service?
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 received 38,070 complaints in the product category “Money transfer, virtual currency, or money service” in the 12 months to 30 Sep 2026, down 52% on the 79,271 of the 12 months before. That is 0.5% of all complaints in the period and about 11.1 per 100,000 US residents.
304 companies listed on this site received at least one complaint in the category. The issue chosen most often was “Fraud or scam” (28.9%).
Company responses in the category: 83.5% closed with an explanation, 5.9% closed with non-monetary relief, 7.6% closed with monetary relief, and 2.7% still in progress when the file was published. 98% were timely.
Tables below list companies by complaint count with their size beside them. Larger companies serve more customers and can be expected to receive more complaints; the per-size table covers only companies with a public asset figure.
Companies with the most complaints, with their size
Ordered by complaint count in the last 12 months. The size column is the public measure this site could match to the company; the last column divides the count by bank or credit union assets where one exists.
| Company (as named by the CFPB) | Complaints, 12 months | Share | Company size | Per $1bn assets |
|---|---|---|---|---|
| Block, Inc. | 9,857 | 25.9% | no public measure | — |
| Paypal Holdings, Inc | 8,986 | 23.6% | no public measure | — |
| Chime Financial Inc | 2,246 | 5.9% | no public measure | — |
| JPMORGAN CHASE & CO. | 1,699 | 4.5% | $4.09tn assets | 0.42 |
| Early Warning Services, LLC | 1,550 | 4.1% | no public measure | — |
| WELLS FARGO & COMPANY | 1,542 | 4.1% | $1.92tn assets | 0.80 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 1,419 | 3.7% | $2.65tn assets | 0.53 |
| Coinbase, Inc. | 900 | 2.4% | no public measure | — |
| ROBINHOOD MARKETS INC. | 709 | 1.9% | no public measure | — |
| WESTERN UNION COMPANY, THE | 592 | 1.6% | no public measure | — |
| TransferWise Ltd | 431 | 1.1% | no public measure | — |
| CITIBANK, N.A. | 407 | 1.1% | $1.98tn assets | 0.21 |
| CAPITAL ONE FINANCIAL CORPORATION | 370 | 1% | $662bn assets | 0.56 |
| NAVY FEDERAL CREDIT UNION | 314 | 0.8% | $204bn assets | 1.54 |
| SOFI TECHNOLOGIES, INC. | 279 | 0.7% | $57bn assets | 4.91 |
| Remitly, Inc. | 277 | 0.7% | no public measure | — |
| TClub Inc | 272 | 0.7% | no public measure | — |
| Winklevoss Exchange LLC | 271 | 0.7% | no public measure | — |
| MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC | 261 | 0.7% | no public measure | — |
| Payward Ventures Inc. dba Kraken | 256 | 0.7% | no public measure | — |
| PNC Bank N.A. | 241 | 0.6% | $610bn assets | 0.40 |
| U.S. BANCORP | 219 | 0.6% | $706bn assets | 0.31 |
| Meta Payments Inc. | 218 | 0.6% | no public measure | — |
| TRUIST FINANCIAL CORPORATION | 214 | 0.6% | $548bn assets | 0.39 |
| TD BANK US HOLDING COMPANY | 200 | 0.5% | $375bn assets | 0.53 |
| Foris DAX, Inc. | 181 | 0.5% | no public measure | — |
| UNITED SERVICES AUTOMOBILE ASSOCIATION | 151 | 0.4% | $106bn assets | 1.42 |
| Google Compare Credit Cards Inc. | 109 | 0.3% | no public measure | — |
| Skrill USA, Inc. | 107 | 0.3% | no public measure | — |
| FIFTH THIRD FINANCIAL CORPORATION | 99 | 0.3% | $299bn assets | 0.33 |
| All other companies, including those not listed by name | 3,693 | 9.7% | — | — |
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.
Complaints and size, for companies with a public asset figure
Banks, bank holding companies and credit unions with at least $10 billion in assets and at least 50 complaints in this category in 12 months, ordered by complaint count; the last column divides the count by assets. Assets measure the whole institution, not its money transfer, virtual currency, or money service business, so a lender that specialises in this product will show a higher figure than a diversified one of the same quality, and the figures are not a ranking.
| Company (as named by the CFPB) | Complaints, 12 months | Share | Company size | Per $1bn assets |
|---|---|---|---|---|
| JPMORGAN CHASE & CO. | 1,699 | 4.5% | $4.09tn assets | 0.42 |
| WELLS FARGO & COMPANY | 1,542 | 4.1% | $1.92tn assets | 0.80 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 1,419 | 3.7% | $2.65tn assets | 0.53 |
| CITIBANK, N.A. | 407 | 1.1% | $1.98tn assets | 0.21 |
| CAPITAL ONE FINANCIAL CORPORATION | 370 | 1% | $662bn assets | 0.56 |
| NAVY FEDERAL CREDIT UNION | 314 | 0.8% | $204bn assets | 1.54 |
| SOFI TECHNOLOGIES, INC. | 279 | 0.7% | $57bn assets | 4.91 |
| PNC Bank N.A. | 241 | 0.6% | $610bn assets | 0.40 |
| U.S. BANCORP | 219 | 0.6% | $706bn assets | 0.31 |
| TRUIST FINANCIAL CORPORATION | 214 | 0.6% | $548bn assets | 0.39 |
| TD BANK US HOLDING COMPANY | 200 | 0.5% | $375bn assets | 0.53 |
| UNITED SERVICES AUTOMOBILE ASSOCIATION | 151 | 0.4% | $106bn assets | 1.42 |
| FIFTH THIRD FINANCIAL CORPORATION | 99 | 0.3% | $299bn assets | 0.33 |
| HUNTINGTON NATIONAL BANK, THE | 99 | 0.3% | $283bn assets | 0.35 |
| CITIZENS FINANCIAL GROUP, INC. | 97 | 0.3% | $233bn assets | 0.42 |
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. 15 of the 15 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
- Fraud or scam11,017 · 28.9%
- Unauthorized transactions or other transaction problem6,584 · 17.3%
- Trouble accessing funds in your mobile or digital wallet3,886 · 10.2%
- Money was not available when promised2,762 · 7.3%
- Managing, opening, or closing your mobile wallet account2,384 · 6.3%
- All other categories11,437 · 30%
| Issue (CFPB label) | Complaints | Share |
|---|---|---|
| Fraud or scam | 11,017 | 28.9% |
| Other transaction problem | 7,205 | 18.9% |
| Unauthorized transactions or other transaction problem | 6,584 | 17.3% |
| Trouble accessing funds in your mobile or digital wallet | 3,886 | 10.2% |
| Money was not available when promised | 2,762 | 7.3% |
| Managing, opening, or closing your mobile wallet account | 2,384 | 6.3% |
| Other service problem | 1,016 | 2.7% |
| Confusing or missing disclosures | 850 | 2.2% |
| Problem with customer service | 596 | 1.6% |
| Unexpected or other fees | 559 | 1.5% |
| Wrong amount charged or received | 342 | 0.9% |
| Lost or stolen money order | 287 | 0.8% |
| Confusing or misleading advertising or marketing | 278 | 0.7% |
| Problem adding money | 183 | 0.5% |
| Overdraft, savings, or rewards features | 102 | 0.3% |
| Other CFPB issue categories | 19 | <0.1% |
Sub-products
| Sub-product (CFPB label) | Complaints | Share |
|---|---|---|
| Mobile or digital wallet | 18,987 | 49.9% |
| Domestic (US) money transfer | 9,539 | 25.1% |
| Virtual currency | 4,924 | 12.9% |
| International money transfer | 2,792 | 7.3% |
| Money order, traveler's check or cashier's check | 1,033 | 2.7% |
| Check cashing service | 514 | 1.4% |
| Foreign currency exchange | 281 | 0.7% |
How companies responded
- Closed with explanation31,770 · 83.5%
- Closed with monetary relief2,893 · 7.6%
- Closed with non-monetary relief2,228 · 5.9%
- In progress1,016 · 2.7%
- All other categories163 · 0.4%
| Measure | This category | All categories |
|---|---|---|
| Closed with monetary or non-monetary relief | 13.8% | 31.6% |
| Closed with monetary relief | 7.8% | 0.5% |
| Responses marked timely | 98% | 99.6% |
| Complaints tagged servicemember | 8.4% | 1.5% |
| Complaints tagged older American | 8% | 0.7% |
National trend
By state, per 100,000 residents
| State | Complaints, 12 months | Per 100,000 residents |
|---|---|---|
| District of Columbia | 137 | 19.8 |
| Georgia | 1,837 | 16.3 |
| Nevada | 482 | 14.7 |
| Florida | 3,312 | 14.1 |
| Delaware | 148 | 14.0 |
| Wyoming | 80 | 13.6 |
| Maryland | 831 | 13.3 |
| New York | 2,529 | 12.6 |
| Alabama | 643 | 12.4 |
| California | 4,657 | 11.8 |
| New Jersey | 1,113 | 11.7 |
| South Carolina | 640 | 11.5 |
| North Carolina | 1,288 | 11.5 |
| Illinois | 1,435 | 11.3 |
| Texas | 3,540 | 11.2 |
The 15 states with the highest rate; national rate 11.1. Filing rates also reflect how widely the CFPB is known in a state.
Questions and answers
How many Money transfer, virtual currency, or money service complaints does the CFPB receive?
38,070 in the 12 months to 30 Sep 2026, against 79,271 in the 12 months before, and 192,757 since 2017.
Which companies receive the most complaints in this category?
By count, Block, Inc. (9,857), Paypal Holdings, Inc (8,986), Chime Financial Inc (2,246) in the last 12 months. 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: “Fraud or scam” (28.9%), “Other transaction problem” (18.9%), “Unauthorized transactions or other transaction problem” (17.3%), “Trouble accessing funds in your mobile or digital wallet” (10.2%).
How do companies respond?
Across the category: 83.5% closed with an explanation, 5.9% closed with non-monetary relief, 7.6% closed with monetary relief, and 2.7% still in progress when the file was published. 98% 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 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.