Who is complaining inMassachusetts?
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 83,327 complaints from Massachusetts in the 12 months to 30 Sep 2026, up 39% on the 59,992 of the 12 months before. That is 1,165 per 100,000 residents, below the national rate of 2,030, and places Massachusetts 25th of 51 on that measure.
89.8% of the state's complaints fall under “Credit reporting or other personal consumer reports” (90.8% nationally). “Debt collection” follows at 3.5%.
Company responses to Massachusetts complaints: 61.6% closed with an explanation, 28% closed with non-monetary relief, 0.9% closed with monetary relief, and 9.3% still in progress when the file was published. 99.6% were timely. 0.8% of complaints carried the CFPB servicemember tag and 0.9% the older-American tag.
State of residence is reported by the consumer. The company table below shows national size measures, because no public file breaks company size down by state.
By product, against the national picture
- Credit reporting or other personal consumer reports74,859 · 89.8%
- Debt collection2,904 · 3.5%
- Credit card1,894 · 2.3%
- Checking or savings account1,387 · 1.7%
- Money transfer, virtual currency, or money service657 · 0.8%
- All other categories1,626 · 2%
| Product (CFPB label) | Complaints, 12 months | Prior 12 months | Share in MA | Share in US | Per 100,000, MA | Per 100,000, US |
|---|---|---|---|---|---|---|
| Credit reporting or other personal consumer reports | 74,859 | 52,386 | 89.8% | 90.8% | 1,046 | 1,844 |
| Debt collection | 2,904 | 2,205 | 3.5% | 4.6% | 40.6 | 92.8 |
| Credit card | 1,894 | 1,730 | 2.3% | 1.3% | 26.5 | 27.0 |
| Checking or savings account | 1,387 | 1,247 | 1.7% | 1.2% | 19.4 | 25.0 |
| Money transfer, virtual currency, or money service | 657 | 897 | 0.8% | 0.5% | 9.20 | 11.1 |
| Mortgage | 490 | 383 | 0.6% | 0.5% | 6.80 | 9.30 |
| Student loan | 386 | 519 | 0.5% | 0.3% | 5.40 | 5.70 |
| Vehicle loan or lease | 349 | 233 | 0.4% | 0.4% | 4.90 | 7.10 |
| Payday loan, title loan, personal loan, or advance loan | 202 | 160 | 0.2% | 0.3% | 2.80 | 5.20 |
| Prepaid card | 111 | 140 | 0.1% | 0.1% | 1.60 | 1.80 |
| Debt or credit management | 88 | 92 | 0.1% | 0.1% | 1.20 | 1.20 |
Companies with the most complaints from Massachusetts, with their size
Ordered by complaints from Massachusetts consumers in the last 12 months. Size is the company's national figure; no public file splits it by state.
| Company (as named by the CFPB) | Complaints from MA, 12 months | Share | Company size |
|---|---|---|---|
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 26,187 | 31.4% | no public measure |
| Experian Information Solutions Inc. | 23,109 | 27.7% | no public measure |
| EQUIFAX, INC. | 23,017 | 27.6% | no public measure |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 654 | 0.8% | $2.65tn assets |
| CAPITAL ONE FINANCIAL CORPORATION | 647 | 0.8% | $662bn assets |
| CITIBANK, N.A. | 435 | 0.5% | $1.98tn assets |
| JPMORGAN CHASE & CO. | 382 | 0.5% | $4.09tn assets |
| LEXISNEXIS | 372 | 0.4% | no public measure |
| SYNCHRONY FINANCIAL | 272 | 0.3% | $115bn assets |
| ENCORE CAPITAL GROUP INC. | 261 | 0.3% | no public measure |
| SANTANDER HOLDINGS USA, INC. | 256 | 0.3% | $104bn assets |
| Paypal Holdings, Inc | 253 | 0.3% | no public measure |
| Portfolio Recovery Associates, LLC | 248 | 0.3% | no public measure |
| AMERICAN EXPRESS COMPANY | 240 | 0.3% | $214bn assets |
| CL Holdings LLC | 238 | 0.3% | no public measure |
| Resurgent Capital Services L.P. | 234 | 0.3% | no public measure |
| CITIZENS FINANCIAL GROUP, INC. | 233 | 0.3% | $233bn assets |
| WELLS FARGO & COMPANY | 205 | 0.2% | $1.92tn assets |
| CBC Companies, Inc. | 205 | 0.2% | no public measure |
| Bread Financial Holdings, Inc. | 200 | 0.2% | $21bn assets |
| Block, Inc. | 199 | 0.2% | no public measure |
| BARCLAYS BANK DELAWARE | 196 | 0.2% | $43bn assets |
| TD BANK US HOLDING COMPANY | 192 | 0.2% | $375bn assets |
| MOHELA | 170 | 0.2% | no public measure |
| Chime Financial Inc | 150 | 0.2% | no public measure |
| All other companies, including those not listed by name | 4,772 | 5.7% | — |
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. 12 of the 25 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 |
|---|---|---|
| Incorrect information on your report | 46,071 | 55.3% |
| Improper use of your report | 16,452 | 19.7% |
| Problem with a company's investigation into an existing problem | 11,816 | 14.2% |
| Attempts to collect debt not owed | 1,570 | 1.9% |
| Managing an account | 783 | 0.9% |
| Problem with a purchase shown on your statement | 641 | 0.8% |
| Written notification about debt | 487 | 0.6% |
| Unable to get your credit report or credit score | 395 | 0.5% |
| Took or threatened to take negative or legal action | 353 | 0.4% |
| False statements or representation | 317 | 0.4% |
| Other CFPB issue categories | 4,442 | 5.3% |
How companies responded
- Closed with explanation51,328 · 61.6%
- Closed with non-monetary relief23,343 · 28%
- In progress7,713 · 9.3%
- Closed with monetary relief736 · 0.9%
- All other categories207 · 0.2%
| Measure | Massachusetts | United States |
|---|---|---|
| Complaints per 100,000 residents, 12 months | 1,165 | 2,030 |
| Closed with monetary or non-monetary relief | 31.8% | 31.6% |
| Responses marked timely | 99.6% | 99.6% |
| Complaints tagged servicemember | 0.8% | 1.5% |
| Complaints tagged older American | 0.9% | 0.7% |
Trend
Sep 2026Aug 2026Jul 2026Jun 2026May 2026Apr 2026Mar 2026Feb 2026Jan 2026Dec 2025Nov 2025Oct 2025
Questions and answers
How many CFPB complaints come from Massachusetts?
83,327 in the 12 months to 30 Sep 2026, 59,992 in the 12 months before and 232,270 since 2011.
How does Massachusetts compare per person?
1,165 complaints per 100,000 residents against 2,030 nationally, using the Census Bureau's 2025 population estimate (7,154,084 residents). Filing rates also reflect how many people know of the CFPB, so a higher rate does not by itself show more problems.
Which companies do Massachusetts consumers complain about?
By count in the last 12 months: TRANSUNION INTERMEDIATE HOLDINGS, INC. (26,187), Experian Information Solutions Inc. (23,109), EQUIFAX, INC. (23,017). These are national companies with many customers in every state; “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?
“Credit reporting or other personal consumer reports” (89.8%), “Debt collection” (3.5%), “Credit card” (2.3%), “Checking or savings account” (1.7%).
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.