Who is complaining aboutMortgage?
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.
“Mortgage” accounts for 31,800 complaints in the 12 months to 30 Sep 2026, or 0.5% of everything the CFPB received, up 38% on the 23,050 of the 12 months before.
282 companies listed on this site received at least one complaint in the category. The issue chosen most often was “Trouble during payment process” (48.7%).
Company responses in the category: 89.2% closed with an explanation, 2.9% closed with non-monetary relief, 1.6% closed with monetary relief, and 4.9% still in progress when the file was published. 96.9% 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 |
|---|---|---|---|---|
| Shellpoint Partners, LLC | 3,521 | 11.1% | no public measure | — |
| Rocket Mortgage, LLC | 3,102 | 9.8% | 663,472 HMDA records | — |
| Freedom Mortgage Company | 1,562 | 4.9% | 221,348 HMDA records | — |
| Ocwen Financial Corporation | 1,454 | 4.6% | no public measure | — |
| WELLS FARGO & COMPANY | 1,192 | 3.7% | $1.92tn assets | 0.62 |
| PENNYMAC LOAN SERVICES, LLC. | 1,074 | 3.4% | 490,614 HMDA records | — |
| SELECT PORTFOLIO SERVICING, INC. | 1,053 | 3.3% | no public measure | — |
| Mr. Cooper Group Inc. | 1,010 | 3.2% | no public measure | — |
| Selene Holdings LLC | 901 | 2.8% | no public measure | — |
| CARRINGTON MORTGAGE SERVICES, LLC | 892 | 2.8% | 52,599 HMDA records | — |
| LoanCare, LLC | 772 | 2.4% | no public measure | — |
| JPMORGAN CHASE & CO. | 705 | 2.2% | $4.09tn assets | 0.17 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 591 | 1.9% | $2.65tn assets | 0.22 |
| U.S. BANCORP | 588 | 1.8% | $706bn assets | 0.83 |
| United Shore Financial Services, LLC | 587 | 1.8% | no public measure | — |
| M&T BANK CORPORATION | 507 | 1.6% | $220bn assets | 2.31 |
| CrossCountry Mortgage LLC | 461 | 1.4% | 192,498 HMDA records | — |
| PLANET HOME LENDING, LLC | 454 | 1.4% | 95,628 HMDA records | — |
| LAKEVIEW LOAN SERVICING, LLC | 438 | 1.4% | no public measure | — |
| TRUIST FINANCIAL CORPORATION | 418 | 1.3% | $548bn assets | 0.76 |
| PNC Bank N.A. | 406 | 1.3% | $610bn assets | 0.67 |
| FIFTH THIRD FINANCIAL CORPORATION | 394 | 1.2% | $299bn assets | 1.32 |
| Fay Servicing, LLC | 343 | 1.1% | no public measure | — |
| RoundPoint Mortgage Servicing LLC | 311 | 1% | no public measure | — |
| MIDFIRST BANK | 299 | 0.9% | $43bn assets | 6.98 |
| NAVY FEDERAL CREDIT UNION | 298 | 0.9% | $204bn assets | 1.46 |
| Village Capital & Investment LLC | 276 | 0.9% | 64,360 HMDA records | — |
| AmeriHome Mortgage Company, LLC | 275 | 0.9% | 170,511 HMDA records | — |
| CMG Financial Services, Inc. | 245 | 0.8% | no public measure | — |
| LD Holdings Group, LLC | 240 | 0.8% | no public measure | — |
| All other companies, including those not listed by name | 7,431 | 23.4% | — | — |
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. 18 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 mortgage 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 |
|---|---|---|---|---|
| WELLS FARGO & COMPANY | 1,192 | 3.7% | $1.92tn assets | 0.62 |
| JPMORGAN CHASE & CO. | 705 | 2.2% | $4.09tn assets | 0.17 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 591 | 1.9% | $2.65tn assets | 0.22 |
| U.S. BANCORP | 588 | 1.8% | $706bn assets | 0.83 |
| M&T BANK CORPORATION | 507 | 1.6% | $220bn assets | 2.31 |
| TRUIST FINANCIAL CORPORATION | 418 | 1.3% | $548bn assets | 0.76 |
| PNC Bank N.A. | 406 | 1.3% | $610bn assets | 0.67 |
| FIFTH THIRD FINANCIAL CORPORATION | 394 | 1.2% | $299bn assets | 1.32 |
| MIDFIRST BANK | 299 | 0.9% | $43bn assets | 6.98 |
| NAVY FEDERAL CREDIT UNION | 298 | 0.9% | $204bn assets | 1.46 |
| CITIZENS FINANCIAL GROUP, INC. | 219 | 0.7% | $233bn assets | 0.94 |
| TD BANK US HOLDING COMPANY | 144 | 0.5% | $375bn assets | 0.38 |
| HUNTINGTON NATIONAL BANK, THE | 134 | 0.4% | $283bn assets | 0.47 |
| REGIONS FINANCIAL CORPORATION | 92 | 0.3% | $160bn assets | 0.58 |
| FourLeaf Federal Credit Union | 67 | 0.2% | $14bn assets | 4.65 |
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
- Trouble during payment process15,481 · 48.7%
- Struggling to pay mortgage8,846 · 27.8%
- Applying for a mortgage or refinancing an existing mortgage3,128 · 9.8%
- Closing on a mortgage2,503 · 7.9%
- Incorrect information on your report1,057 · 3.3%
- All other categories785 · 2.5%
| Issue (CFPB label) | Complaints | Share |
|---|---|---|
| Trouble during payment process | 15,481 | 48.7% |
| Struggling to pay mortgage | 8,846 | 27.8% |
| Applying for a mortgage or refinancing an existing mortgage | 3,128 | 9.8% |
| Closing on a mortgage | 2,503 | 7.9% |
| Incorrect information on your report | 1,057 | 3.3% |
| Problem with a company's investigation into an existing problem | 625 | 2% |
| Improper use of your report | 82 | 0.3% |
| Credit monitoring or identity theft protection services | 38 | 0.1% |
| Unable to get your credit report or credit score | 28 | 0.1% |
| Problem with fraud alerts or security freezes | 12 | <0.1% |
Sub-products
| Sub-product (CFPB label) | Complaints | Share |
|---|---|---|
| Conventional home mortgage | 16,896 | 53.1% |
| FHA mortgage | 7,151 | 22.5% |
| VA mortgage | 3,743 | 11.8% |
| Home equity loan or line of credit (HELOC) | 1,985 | 6.2% |
| Other type of mortgage | 944 | 3% |
| Manufactured home loan | 390 | 1.2% |
| Reverse mortgage | 352 | 1.1% |
| USDA mortgage | 339 | 1.1% |
How companies responded
- Closed with explanation28,353 · 89.2%
- In progress1,544 · 4.9%
- Closed with non-monetary relief917 · 2.9%
- Closed with monetary relief510 · 1.6%
- All other categories476 · 1.5%
| Measure | This category | All categories |
|---|---|---|
| Closed with monetary or non-monetary relief | 4.7% | 31.6% |
| Closed with monetary relief | 1.7% | 0.5% |
| Responses marked timely | 96.9% | 99.6% |
| Complaints tagged servicemember | 18.6% | 1.5% |
| Complaints tagged older American | 12.7% | 0.7% |
National trend
By state, per 100,000 residents
| State | Complaints, 12 months | Per 100,000 residents |
|---|---|---|
| Maryland | 1,019 | 16.3 |
| Georgia | 1,811 | 16.0 |
| District of Columbia | 109 | 15.7 |
| Florida | 3,344 | 14.3 |
| Delaware | 129 | 12.2 |
| Colorado | 712 | 11.8 |
| New Jersey | 1,085 | 11.4 |
| South Carolina | 632 | 11.3 |
| Virginia | 981 | 11.0 |
| Louisiana | 458 | 9.90 |
| California | 3,868 | 9.80 |
| Texas | 3,114 | 9.80 |
| Connecticut | 358 | 9.70 |
| Nevada | 305 | 9.30 |
| North Carolina | 1,025 | 9.20 |
The 15 states with the highest rate; national rate 9.30. Filing rates also reflect how widely the CFPB is known in a state.
Questions and answers
How many Mortgage complaints does the CFPB receive?
31,800 in the 12 months to 30 Sep 2026, against 23,050 in the 12 months before, and 461,609 since 2011.
Which companies receive the most complaints in this category?
By count, Shellpoint Partners, LLC (3,521), Rocket Mortgage, LLC (3,102), Freedom Mortgage Company (1,562) 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: “Trouble during payment process” (48.7%), “Struggling to pay mortgage” (27.8%), “Applying for a mortgage or refinancing an existing mortgage” (9.8%), “Closing on a mortgage” (7.9%).
How do companies respond?
Across the category: 89.2% closed with an explanation, 2.9% closed with non-monetary relief, 1.6% closed with monetary relief, and 4.9% still in progress when the file was published. 96.9% 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.