Who in Kentucky 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.
Kentucky consumers filed 260 complaints under “Mortgage” in the 12 months to 30 Sep 2026, up 44% on the 180 of the 12 months before. That is 5.60 per 100,000 residents, below the national 9.30.
The category makes up 1% of the state's complaints, against 0.5% nationally. 8.9% of closed complaints ended with monetary or non-monetary relief (4.7% nationally) and 96.9% of responses were timely.
Companies with the most Mortgage complaints from Kentucky, with their size
Ordered by complaints from Kentucky consumers in the last 12 months. Size is the company's national figure.
| Company (as named by the CFPB) | Complaints from KY, 12 months | Share | Company size |
|---|---|---|---|
| Shellpoint Partners, LLC | 27 | 10.4% | no public measure |
| Rocket Mortgage, LLC | 26 | 10% | 663,472 HMDA records |
| Ocwen Financial Corporation | 20 | 7.7% | no public measure |
| Freedom Mortgage Company | 13 | 5% | 221,348 HMDA records |
| PENNYMAC LOAN SERVICES, LLC. | 13 | 5% | 490,614 HMDA records |
| JPMORGAN CHASE & CO. | 9 | 3.5% | $4.09tn assets |
| NAVY FEDERAL CREDIT UNION | 8 | 3.1% | $204bn assets |
| U.S. BANCORP | 8 | 3.1% | $706bn assets |
| SELECT PORTFOLIO SERVICING, INC. | 7 | 2.7% | no public measure |
| LoanCare, LLC | 7 | 2.7% | no public measure |
| TRUIST FINANCIAL CORPORATION | 7 | 2.7% | $548bn assets |
| 21ST MORTGAGE CORP. | 6 | 2.3% | 159,172 HMDA records |
| FIFTH THIRD FINANCIAL CORPORATION | 6 | 2.3% | $299bn assets |
| CARRINGTON MORTGAGE SERVICES, LLC | 5 | 1.9% | 52,599 HMDA records |
| United Shore Financial Services, LLC | 5 | 1.9% | no public measure |
| All other companies, including those not listed by name | 93 | 35.8% | — |
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. 10 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
| Issue (CFPB label) | Complaints | Share |
|---|---|---|
| Trouble during payment process | 139 | 53.5% |
| Struggling to pay mortgage | 64 | 24.6% |
| Applying for a mortgage or refinancing an existing mortgage | 28 | 10.8% |
| Closing on a mortgage | 16 | 6.2% |
| Incorrect information on your report | 7 | 2.7% |
| Problem with a company's investigation into an existing problem | 6 | 2.3% |
How companies responded
- Closed with explanation222 · 85.4%
- In progress14 · 5.4%
- Closed with monetary relief12 · 4.6%
- Closed with non-monetary relief10 · 3.8%
- All other categories2 · 0.8%
| Measure | Kentucky, this product | United States, this product |
|---|---|---|
| Complaints per 100,000 residents, 12 months | 5.60 | 9.30 |
| Closed with monetary or non-monetary relief | 8.9% | 4.7% |
| Responses marked timely | 96.9% | 96.9% |
Trend
Other products in Kentucky
Credit reporting or other personal consumer reports · 22,301Debt collection · 1,609Checking or savings account · 655Credit card · 597Money transfer, virtual currency, or money service · 309Vehicle loan or lease · 200Payday loan, title loan, personal loan, or advance loan · 177Student loan · 171
Questions and answers
How many Mortgage complaints come from Kentucky?
260 in the 12 months to 30 Sep 2026, 180 in the 12 months before and 2,771 since 2011.
Is that high for the population?
5.60 per 100,000 residents in Kentucky against 9.30 nationally.
Which issues come up most?
“Trouble during payment process” (53.5%), “Struggling to pay mortgage” (24.6%), “Applying for a mortgage or refinancing an existing mortgage” (10.8%), “Closing on a mortgage” (6.2%).
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.