States › Massachusetts › Mortgage
Who in Massachusetts 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.
Massachusetts consumers filed 491 complaints under “Mortgage” in the 12 months to 1 Oct 2026, up 28% on the 383 of the 12 months before. That is 6.90 per 100,000 residents, below the national 9.30.
The category makes up 0.6% of the state's complaints, against 0.5% nationally. 4.8% of closed complaints ended with monetary or non-monetary relief (4.7% nationally) and 96.5% of responses were timely.
Companies with the most Mortgage complaints from Massachusetts, with their size
Ordered by complaints from Massachusetts consumers in the last 12 months. Size is the company's national figure.
| Company (as named by the CFPB) | Complaints from MA, 12 months | Share | Company size |
|---|---|---|---|
| Shellpoint Partners, LLC | 75 | 15.3% | no public measure |
| Rocket Mortgage, LLC | 53 | 10.8% | 663,472 HMDA records |
| WELLS FARGO & COMPANY | 27 | 5.5% | $1.92tn assets |
| Ocwen Financial Corporation | 23 | 4.7% | no public measure |
| Freedom Mortgage Company | 22 | 4.5% | 221,348 HMDA records |
| SELECT PORTFOLIO SERVICING, INC. | 18 | 3.7% | no public measure |
| JPMORGAN CHASE & CO. | 15 | 3.1% | $4.09tn assets |
| PENNYMAC LOAN SERVICES, LLC. | 14 | 2.9% | 490,614 HMDA records |
| Fay Servicing, LLC | 14 | 2.9% | no public measure |
| CARRINGTON MORTGAGE SERVICES, LLC | 13 | 2.6% | 52,599 HMDA records |
| M&T BANK CORPORATION | 13 | 2.6% | $220bn assets |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 12 | 2.4% | $2.65tn assets |
| CITIZENS FINANCIAL GROUP, INC. | 12 | 2.4% | $233bn assets |
| Mr. Cooper Group Inc. | 11 | 2.2% | no public measure |
| Selene Holdings LLC | 11 | 2.2% | no public measure |
| CrossCountry Mortgage LLC | 10 | 2% | 192,498 HMDA records |
| TD BANK US HOLDING COMPANY | 9 | 1.8% | $375bn assets |
| RoundPoint Mortgage Servicing LLC | 9 | 1.8% | no public measure |
| LoanCare, LLC | 8 | 1.6% | no public measure |
| EASTERN BANKSHARES INC | 8 | 1.6% | $31bn assets |
| All other companies, including those not listed by name | 114 | 23.2% | — |
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. 12 of the 20 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
How companies responded
- Closed with explanation427 · 87%
- In progress31 · 6.3%
- Closed with monetary relief11 · 2.2%
- Closed with non-monetary relief11 · 2.2%
- All other categories11 · 2.2%
| Measure | Massachusetts, this product | United States, this product |
|---|---|---|
| Complaints per 100,000 residents, 12 months | 6.90 | 9.30 |
| Closed with monetary or non-monetary relief | 4.8% | 4.7% |
| Responses marked timely | 96.5% | 96.9% |
Trend
Other products in Massachusetts
Credit reporting or other personal consumer reports · 75,008Debt collection · 2,897Credit card · 1,893Checking or savings account · 1,392Money transfer, virtual currency, or money service · 657Student loan · 382Vehicle loan or lease · 350Payday loan, title loan, personal loan, or advance loan · 202
Questions and answers
How many Mortgage complaints come from Massachusetts?
491 in the 12 months to 1 Oct 2026, 383 in the 12 months before and 9,386 since 2011.
Is that high for the population?
6.90 per 100,000 residents in Massachusetts against 9.30 nationally.
Which issues come up most?
“Trouble during payment process” (53%), “Struggling to pay mortgage” (26.9%), “Applying for a mortgage or refinancing an existing mortgage” (8.6%), “Closing on a mortgage” (6.7%).
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 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.