Who in Virginia 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.
Virginia consumers filed 981 complaints under “Mortgage” in the 12 months to 30 Sep 2026, up 39% on the 707 of the 12 months before. That is 11.0 per 100,000 residents, close to the national 9.30.
The category makes up 0.8% of the state's complaints, against 0.5% nationally. 5.5% of closed complaints ended with monetary or non-monetary relief (4.7% nationally) and 97.1% of responses were timely.
Companies with the most Mortgage complaints from Virginia, with their size
Ordered by complaints from Virginia consumers in the last 12 months. Size is the company's national figure.
| Company (as named by the CFPB) | Complaints from VA, 12 months | Share | Company size |
|---|---|---|---|
| Rocket Mortgage, LLC | 101 | 10.3% | 663,472 HMDA records |
| Shellpoint Partners, LLC | 90 | 9.2% | no public measure |
| Freedom Mortgage Company | 66 | 6.7% | 221,348 HMDA records |
| Ocwen Financial Corporation | 53 | 5.4% | no public measure |
| PENNYMAC LOAN SERVICES, LLC. | 46 | 4.7% | 490,614 HMDA records |
| TRUIST FINANCIAL CORPORATION | 39 | 4% | $548bn assets |
| WELLS FARGO & COMPANY | 35 | 3.6% | $1.92tn assets |
| Selene Holdings LLC | 30 | 3.1% | no public measure |
| SELECT PORTFOLIO SERVICING, INC. | 27 | 2.8% | no public measure |
| Mr. Cooper Group Inc. | 23 | 2.3% | no public measure |
| CARRINGTON MORTGAGE SERVICES, LLC | 21 | 2.1% | 52,599 HMDA records |
| M&T BANK CORPORATION | 20 | 2% | $220bn assets |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 20 | 2% | $2.65tn assets |
| NAVY FEDERAL CREDIT UNION | 18 | 1.8% | $204bn assets |
| CrossCountry Mortgage LLC | 18 | 1.8% | 192,498 HMDA records |
| U.S. BANCORP | 14 | 1.4% | $706bn assets |
| VIRGINIA HOUSING DEVELOPMENT AUTHORITY | 14 | 1.4% | no public measure |
| PNC Bank N.A. | 14 | 1.4% | $610bn assets |
| FIFTH THIRD FINANCIAL CORPORATION | 13 | 1.3% | $299bn assets |
| JPMORGAN CHASE & CO. | 13 | 1.3% | $4.09tn assets |
| All other companies, including those not listed by name | 306 | 31.2% | — |
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. 14 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
| Issue (CFPB label) | Complaints | Share |
|---|---|---|
| Trouble during payment process | 465 | 47.4% |
| Struggling to pay mortgage | 270 | 27.5% |
| Applying for a mortgage or refinancing an existing mortgage | 105 | 10.7% |
| Closing on a mortgage | 82 | 8.4% |
| Incorrect information on your report | 38 | 3.9% |
| Problem with a company's investigation into an existing problem | 18 | 1.8% |
| Unable to get your credit report or credit score | 2 | 0.2% |
| Improper use of your report | 1 | 0.1% |
How companies responded
- Closed with explanation858 · 87.5%
- In progress57 · 5.8%
- Closed with non-monetary relief33 · 3.4%
- Closed with monetary relief18 · 1.8%
- All other categories15 · 1.5%
| Measure | Virginia, this product | United States, this product |
|---|---|---|
| Complaints per 100,000 residents, 12 months | 11.0 | 9.30 |
| Closed with monetary or non-monetary relief | 5.5% | 4.7% |
| Responses marked timely | 97.1% | 96.9% |
Trend
Other products in Virginia
Credit reporting or other personal consumer reports · 102,817Debt collection · 6,319Credit card · 2,719Checking or savings account · 2,113Money transfer, virtual currency, or money service · 985Vehicle loan or lease · 649Student loan · 577Payday loan, title loan, personal loan, or advance loan · 486
Questions and answers
How many Mortgage complaints come from Virginia?
981 in the 12 months to 30 Sep 2026, 707 in the 12 months before and 14,624 since 2011.
Is that high for the population?
11.0 per 100,000 residents in Virginia against 9.30 nationally.
Which issues come up most?
“Trouble during payment process” (47.4%), “Struggling to pay mortgage” (27.5%), “Applying for a mortgage or refinancing an existing mortgage” (10.7%), “Closing on a mortgage” (8.4%).
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.