Consumer Response Annual Report

BUREAU OF CONSUMER FINANCIAL PROTECTION | MARCH 202 1

Consumer Response

Annual Report

January 1 – December 31, 2020

1 CONSUMER FINANCIAL PROTECTION BUREAU

Message from

the Acting Director

I am pleased to present the Bureau of Consumer Financial

Protection’s (CFPB or Bureau) Consumer Response 2020 Annual

Report, as required by Section 1013(b)(3)(C) of the Dodd-Frank

Wall Street Reform and Consumer Protection Act (Dodd-Frank

Act).

The year 2020 was unprecedented. While that word may be overused lately, it is accurate,

nonetheless. The global pandemic was perhaps the most disruptive long-term event we will see

in our lifetimes. Not surprisingly, the shockwaves it sent across the planet were felt deeply in the

consumer financial marketplace.

In March 2020, state and local governments implemented stay-at-home orders, businesses

closed, and millions of Americans were suddenly out of work. They needed help navigating their

new financial reality and turned to the CFPB. This is reflected in 2020’s complaint volume.

Before the pandemic, the Bureau handled approximately 300,000 consumer complaints

annually. In 2020, the Bureau received more than 540,000 consumer complaints. For seven of

the nine months since March 2020, the Bureau managed record complaint volume and

continued to route consumers’ complaints to financial companies in less than one day.

Companies provided timely responses to 99% of complaints received from the Bureau.

Although the increased volume is primarily attributed to credit and consumer reporting

complaints, this report includes an extended discussion of COVID-19 related complaints to help

readers better understand how the pandemic impacted consumer’s financial lives. In addition,

this report contains an overall analysis of complaint data to inform the marketplace and to

empower consumers to take more control over their financial lives.

This report also includes information about how the Bureau handles complaints to help the

public understand the complaint analyses in context. Finally, it describes trends seen this year,

and highlights notable deviations from the prior year’s trends.

Of course, this report can only provide a point-in-time snapshot of an ongoing situation. That’s

why it’s so important that the Bureau has delivered on its earlier promise to make more

sophisticated analytical tools available to the public. In 2020 the Bureau completed its work to

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add data visualization and trend analytics tools to the Consumer Complaint Database. Now,

during this especially critical time, it is easier for consumers, researchers, advocates, and other

stakeholders, including financial companies, to explore the data in near-real-time in a flexible

and powerful interface.

As the nation continues to move through this challenging period, I am confident that the Bureau

will remain a place where consumers can turn for help navigating challenges they face in the

financial marketplace. One of my top priorities is ensuring that consumers who submit

complaints receive substantive responses to the issues described in their complaints, and that

companies provide relief consumers deserve.

To supplement this Annual Report to Congress and in support the goals set forth in the

Executive Order on Advancing Racial Equity and Support for Underserved Communities

Through the Federal Government, the Bureau continues to analyze complaint data to

understand and detail disparities observed in complaints submitted by consumers from Black,

Brown, and Indigenous communities and will publish these analyses to inform the marketplace.

Complaints will continue to play an integral and central role in informing the Bureau’s policy

priorities and day-to-day work on behalf of consumers.

Going forward, the Bureau will work to amplify consumer voices so that they are heard at every

level of this organization. From rulemaking to COVID education to increasing racial equities to

punishing bad actors, the Bureau will seek out, listen to, and integrate consumer voices via

complaints into Bureau priorities.

Sincerely,

David Uejio

Acting Director

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Table of Contents

Message from the Acting Director .................................................................................1

Table of Contents .............................................................................................................3

1. Introduction ................................................................................................................4

2. Complaint Numbers ..................................................................................................7

3. Complaint Resolution .............................................................................................16

4. Complaint Types ......................................................................................................18

4.1 Credit or consumer reporting.................................................................. 20

4.2 Debt collection ......................................................................................... 27

4.3 Credit cards .............................................................................................. 37

4.4 Checking or savings account ...................................................................44

4.5 Mortgages................................................................................................. 50

4.6 Money transfers, money services, and virtual currencies ...................... 58

4.7 Vehicle loans or lease...............................................................................64

4.8 Prepaid cards ...........................................................................................69

4.9 Student loans ........................................................................................... 73

4.10 Personal loans .......................................................................................... 79

4.11 Payday loans ............................................................................................ 83

4.12 Credit repair ............................................................................................. 87

4.13 Title loans .................................................................................................89

5. Conclusion................................................................................................................92

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1. Introduction

One of the primary functions of the Bureau of Consumer Financial Protection (CFPB or Bureau)

is collecting, investigating, and responding to consumer complaints.

Created by the Bureau,

under the Dodd-Frank Wall Street Reform and Consumer Protection Act, the Office of

Consumer Response (Consumer Response)

maintains procedures to provide timely responses

to consumer complaints.

Consumer Response also analyzes and shares complaint data to

inform the marketplace and to empower consumers to take more control over their financial

lives.

In 2020, the Bureau received approximately 542,300 consumer complaints.

The Bureau

receives consumer complaints through its website, by referral from the White House,

congressional offices, and other federal and state agencies, and by telephone,

mail, email, and

fax.

Consumers submitted approximately 89% of complaints by visiting the CFPB’s website and

5% by calling the CFPB’s toll-free telephone number. The remaining 6% were submitted via

postal mail, fax, or referral.

When consumers submit complaints online

or over the phone, the Bureau asks them to identify

the consumer financial product or service with which they have a problem, as well as the type of

problem they are having with that product or service. This provides information that the Bureau

can use to analyze complaints. The Bureau’s complaint form also requires consumers to affirm

that the information provided in their complaint is true to the best of their knowledge and belief.

See Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010, Pub. L. No. 111-203 (Dodd-Frank Act),

Section 1021(c)(2). See also § 1002(4) (“The term ‘consumer’ means an individual or an agent, trustee, or

representative acting on behalf of an individual.”).

Id. § 1013(b)(3)(A).

Consumer complaints are submissions that express dissatisfaction with, or communicate suspicion of wrongful

conduct by, an identifiable entity related to a consumer’s personal experience with a financial product or service.

This report covers complaints submitted in calendar year 2020 about a variety of consumer financial products and

services: credit or consumer reporting; debt collection; mortgages; credit cards; checking or savings accounts;

student loans; money transfers, money services, and virtual currencies; vehicle loans or leases; personal loans;

payday loans; prepaid cards; credit repair; and, title loans.

In addition to taking consumers’ complaints and providing complaint status updates over the telephone via a toll-

free number, the Bureau also provides consumers with answers to frequently asked questions about consumer

financial products and services over the telephone. Representatives at the Bureau’s U.S.-based contact center

answer consumers’ inquiries, providing clear, unbiased answers and pointing them to CFPB-created tools like

Ask

CFPB and “Protecting your finances during the coronavirus p an de mi c.” The Bureau provides services to consumers

in more than 180 languages and to consumers who are deaf, have hearing loss, or have speech disabilities. In 2020,

the Bureau received an average of more than 17,200 tel ephone calls per month.

See Dodd-Frank Act § 1013(b)(3).

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The Bureau encourages consumers to submit complaints through its website whenever possible.

The online complaint form helps to ensure completeness of information and enables the Bureau

to send the complaint to the named company quickly—on average, in one day or less. The online

complaint form allows consumers to attach supporting documentation to their complaint, which

often helps companies assess issues raised by consumers. Consumers can also check on the

status of their complaint and access relevant educational resources in the web-based Consumer

Portal.

The Bureau routes consumers’ complaints about financial products and services—and any

documents they provide—directly to financial companies, and works to get consumers a timely

response, generally within 15 days. Secure, web-based Company and Consumer Portals protect

consumer privacy and the confidentiality of companies’ responses to consumers. Where

appropriate, the Bureau routes complaint referrals to other federal agencies through the secure,

web-based Government Portal.

After a consumer receives the company’s response to their complaint, the consumer can provide

feedback on the company’s response by completing an optional survey. This optional survey

invites consumers to provide feedback to three prompts:

 The company's response addressed all of my issues;

 I understand the company's response to my complaint; and

 The company did what they said they would do with my complaint.

In addition to answering yes or no to these three statements, consumers can provide narrative

text in support of their answers. Consumers have 60 days from the date the company responded

to complete the survey. This information is made available to companies via the Company

Portal.

Consumers’ complaints and companies’ responses provide the Bureau with important

information about the types of challenges consumers are experiencing with financial products

and services and how companies are responding to consumers’ concerns. The Bureau used a

variety of approaches to identify trends and possible consumer harm in the more than 540,000

complaints received in 2020. Examples include:

Dodd-Frank Act § 1013(b)(3)(A) (“The Director shall coordinate with the Federal Trade Commission or other

Federal agencies to route complaints to such agencies, where appropriate.”).

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 Reviewing cohorts of complaints and company responses to assess the accuracy,

timeliness, and completeness of an individual company’s responses to complaints sent to

them for response

 Conducting text analytics to identify emerging trends and statistical anomalies in large

volumes of complaints

 Visualizing data to highlight geographic and temporal patterns and using tools to filter,

sort, and search complaints

These analyses support the Bureau’s work to supervise companies, enforce federal consumer

financial laws, propose rules, spot and assess emerging issues, and develop tools that help

empower consumers to make informed financial decisions. The Bureau also shares consumer

complaint information with prudential regulators, the Federal Trade Commission, other federal

agencies, and state agencies using the Government Portal.

In keeping with the Bureau’s statutory responsibilities and its commitment to accountability,

this report provides information and analysis about complaints received by the Bureau from

January 1 through December 31, 2020, including information and analysis about complaint

numbers, complaint types, and, where applicable, information about the resolution of

complaints.

Id. § 1013(b)(3)(D).

This report fulfills the reporting requirements of Dodd-Frank Act Section 1013(b)(3)(C), which instructs the Bureau

to report on the complaints received by the Bureau in the prior year regarding consumer financial products and

services. “Complaints received” include those sent to companies for a response and those routed to other federal

agencies as required by Section 1013(b)(3)(A).

7 CONSUMER FINANCIAL PROTECTION BUREAU

2. Complaint Numbers

The Bureau received approximately 542,300 consumer complaints in 2020.

As of February 1,

2021, the Bureau sent approximately 456,100 (or 84%) of these complaints to companies for

review and response, referred 9% of complaints received to other regulatory agencies, and found

7% to be incomplete. Additionally, 0.2% of complaints were pending with the consumer and

0.1% were pending with Bureau (see Figure 1A, Routing Outcomes).

FIGURE 1: COMPLAINT OUTCOMES IN 2020

A. Routing Outcomes B. Company Responses

Approximately 3,300 companies responded to complaints sent to them for review and response

by the Bureau in 2020. Companies categorize their response to consumers’ complaints.

Response category options include “Closed with monetary relief,” “Closed with non-monetary

relief,” “Closed with explanation,” “In progress,” and administrative options. Companies provide

an administrative response when further review by the Bureau may be needed. This includes

complaints submitted by unauthorized third parties, complaints that are the result of fraud,

This report excludes some complaints that the Bureau received, including multiple complaints submitted by a given

consumer on the same issue (i.e., duplicates), whistleblower tips, and complaints the Bureau found were submitted

without the consumer’s authorization. Complaint data in this report is current as of February 1, 2021. Complaint

numbers are rounded throughout the report; therefore, numbers and percentages may not sum to sub-totals or

100%.

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scams or business identity theft, and complaints where a company cannot confirm a commercial

relationship with the consumer.

Companies confirmed a commercial relationship with the named consumer and provided a

substantive response to the consumer and the CFPB (i.e., “Closed with monetary relief,” “Closed

with non-monetary relief,” “Closed with explanation,”) to approximately 436,400 complaints

(see Figure 1B, Company Responses). Companies provided an administrative response to

approximately 11,100 complaints. As of February 1, 2021, approximately 3,900 complaints were

being reviewed by companies. In 2020, approximately 4,600 complaints did not receive a timely

response from companies. Section 3 of this report (Complaint Resolution), provides more

details about types of company responses.

The remainder of this section analyzes complaints received in 2020 by:

 Product and service

 Geographic region

 Mention of coronavirus or related keywords

 Special population (servicemembers and older consumers)

For this report, “Mention of coronavirus or related keywords” is based on a search of complaint narratives using the

following search string: “covid OR coronavirus OR pandemic OR (corona AND virus) OR (global AND virus) OR

Stimulus OR PPP OR ‘paycheck protection’”. Use of this string enables the Bureau to identify a sub-population of

complaints for analysis.

“Older consumers” and “servicemembers” are b oth self-identified. Servicemembers refers to servicemembers,

veterans, and military families. “Ol de r consume rs” refers to consumers who voluntarily reported their age as 62 or

older.

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Products and Services

As shown in Figure 2, credit or consumer reporting, debt collection, credit card, checking or

savings accounts, and mortgage were the most complained about consumer financial product

and service categories in 2020. Collectively, these products comprised approximately 92% of all

complaints the Bureau received in 2020.

FIGURE 2: COMPLAINT VOLUME BY FINANCIAL PRODUCT OR SERVICE

The volume of complaints is not equal to the volume of consumers who submitted complaints to the Bureau (see

e.g., Credit or consumer reporting, Section 4.1). This figure excludes approximately 300 complaints where the

consumer did not indicate a specific consumer financial product or service.

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Geographic Region

Consumers from all 50 states and the District of Columbia submitted complaints to the Bureau.

To understand state and regional trends, the Bureau analyzes the geographic distribution of

complaints after accounting for population differences. Figure 3 shows that, on a per capita

basis, the Bureau received more complaints from consumers from Florida than anywhere else in

the United States, followed by consumers in Washington, D.C., Georgia, Arkansas, and Nevada.

Consumers in South Dakota submitted the fewest complaints of any state per capita.

FIGURE 3: U.S. COMPLAINT SUBMISSIONS PER 100K POPULATION

Population data is from 2019 U.S. Census data as of July 1, 2019, available at

https://www2.census.gov/programssurveys/popest/tables/2010-2019/state/totals/nst-est2019-01.xlsx

134

112

197

189

173

102

203

109

184

254

195

142

136

104

201

140

190

137

304

309

252

307

115

166

113

274

245

39 309

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Coronavirus Pandemic

The volume of complaints the Bureau receives each month is influenced by numerous factors,

including changing market conditions. On March 13, 2020, the President declared a national

emergency as a result of the coronavirus (COVID-19) pandemic. Consumer Response began to

monitor and analyze pandemic-related problems and issues reported by consumers. The Bureau

has used these complaint insights to inform its work in response to the pandemic, including its

supervisory and enforcement activities. The Bureau has also shared complaint information with

federal and state agencies to ensure other regulators have useful information to support

consumers. In 2020, consumers submitted approximately 32,100 complaints mentioning

coronavirus or related keywords. As shown in Figure 4, beginning in April 2020, consumers

submitted over 3,000 such complaints nearly every month. While complaints mentioning

coronavirus or related keywords represent just 6% of submissions in 2020, the absence of

coronavirus keywords in a complaint does not necessarily mean the complaint was not related to

the financial impact of the pandemic. Section 4 of this report (Complaint Types) further

analyzes complaints where the keywords were present.

FIGURE 4: COMPLAINTS SUBMITTED MENTIONING CORONAVIRUS OR RELATED KEYWORDS, BY MONTH

Jan-20 Feb-20 Mar-20 Apr-20 May-20 Jun-20 Jul-20 Aug-20 Sep-20 Oct-20 Nov-20 Dec-20

1,000

2,000

3,000

4,000

COVID

12 CONSUMER FINANCIAL PROTECTION BUREAU

Servicemembers

Consumer Response and the Bureau’s Office of Servicemember Affairs monitor and analyze

complaints from servicemembers, veterans, and military families (collectively referred to as

“servicemembers” in this report). When submitting a complaint to the Bureau, consumers have

the option to identify their military status (active duty, reserve, guard, veteran, or military

dependent), branch of service, and rank. Consumers provided their servicemember affiliation in

approximately 40,800 complaints, or 8% of all complaints submitted in 2020. As shown in

Figure 5, self-identified servicemembers submitted complaints about debt collection, mortgages,

credit cards, checking or savings, vehicle loans or leases, money transfer or service, and virtual

currency at slightly higher rates than non-servicemembers and about credit or consumer

reporting at much lower rates

. Section 4 of this report (Complaint Types) analyzes some of

these differences.

Servicemembers are defined as those who self-identify as a “servicemember.”

13 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 5: COMPLAINTS SUBMITTED BY SERVICEMEMBERS AND NON-SERVICEMEMBERS

Servicemember

Non-Servicemember

Credit or consumer reporting

Debt collection

Mortgage

Credit card

Checking or savings

Vehicle loan or lease

Money transfer or service, virtual currency

Prepaid card

Personal loan

Student loan

Payday loan

Credit repair

Title loan

41%

60%

22%

15%

11%

0.8%

0.4%

0.3%

0.2%

0.1%

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Older Consumers

Consumer Response and the Bureau’s Office of Financial Protection for Older Americans

monitor and analyze complaints from consumers who indicated they were 62 years of age or

older at the time of submission. Consumers provided their age in approximately 128,900

complaints, or 26% of all complaints submitted in 2020. As shown in Figure 6, complaints

submitted by self-identified older consumers were less often about credit or consumer reporting,

debt collection, and student loans, and more often about credit cards, mortgages, and checking

or savings accounts than complaints submitted by consumers not self-identifying as 62 years of

age or older. Section 4 of this report (Complaint Types) analyzes some of these differences.

15 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 6: PERCENTAGE OF COMPLAINTS BY PRODUCT AND AGE GROUP

Consumers who did not provide their age are excluded from this chart. “Under 62” refers to consumers who self-

identified as under the age of 62. When comparing older consumers to their younger counterparts, the Bureau

limits its analysis to consumers who provided their age when submitting a complaint. Therefore, in these analyses,

the Bureau excludes complaints where the consumer opted not to disclose their age.

Credit or consumer reporting

Credit card

Mortgage

Debt collection

Checking or savings

Money transfer or service, virtual currency

Prepaid card

Vehicle loan or lease

Personal loan

Student loan

Credit repair

Payday loan

Title loan

22%

37%

18%

10%

16%

20%

12%

0.4%

0.6%

0.3%

0.2%

62 or Older

Under 62

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3. Complaint Resolution

The Bureau sent approximately 456,100 complaints to approximately 3,300 companies for

review and response in 2020. The Bureau expects companies to provide complete, accurate, and

timely responses tailored to the issues described in each consumer’s complaint. When a

company cannot take action on a complaint because it was submitted by unauthorized third

parties, was the result of fraud, scams or business identity theft, or the company cannot confirm

a commercial relationship with the consumer, the company can provide an administrative

response that includes a statement or other evidence supporting this response.

Complete responses address the issues raised by the consumer, describe communications with

the consumer, and detail follow-up or planned follow-up actions. Accurate responses are those

where the responses narratives and attachments support the response category selected. Timely

responses are those provided within 15 calendar days of receipt and when a company provides a

final response, if applicable, within 60 calendar days.

Response category options include “Closed with monetary relief,” “Closed with non-monetary

relief,” “Closed with explanation,” “In progress,” and administrative options.

The Bureau defines “monetary relief” as objective, measurable, and verifiable monetary relief to

the consumer as a direct result of the steps that have or will be taken in response to the

complaint. The Bureau defines “non-monetary relief” as other objective and verifiable relief to

the consumer as a direct result of the steps that have or will be taken in response to the

complaint. Examples of non-monetary relief to consumers include; stopping unwanted calls

from debt collectors; correcting account information; correcting inaccurate data provided or

reported in consumers’ credit reports; issuing corrected documents; restoring account access;

and, addressing formerly unmet customer service issues.

“Closed with explanation” indicates that the steps taken by the company in response to the

complaint included an explanation that was tailored to the individual consumer’s complaint. For

example, this category is used if the explanation substantively meets the consumer’s desired

resolution or explains why no further action will be taken. Companies should select “Closed with

explanation” category when specific, verifiable monetary or non-monetary relief was not

provided to the consumer in response to issues raised in the complaint.

Consumer Response analyzes consumer complaints, company responses, and consumer

feedback to assess whether companies are providing accurate, complete, and timely responses.

Companies provided a timely response to approximately 99% of the approximately 456,100

complaints that the Bureau sent to them for response in 2020. Table 1 shows how companies

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responded. Section 4 of this report (Complaint Types) provides an analysis of patterns and

trends of company responses for each product and service.

TABLE 1: HOW COMPANIES HAVE RESPONDED TO CONSUMER COMPLAINTS

Financial Product

or Service

Closed

with

monetary

relief

Closed

with non-

monetary

relief

Closed with

explanation

Admin

response

Company

reviewing

Company

did not

provide a

timely

response

All

87%

<1%

Credit or consumer

reporting

<1% 5% 91% 3% <1% <1%

Debt collection

<1%

85%

<1%

Credit card

17%

70%

<1%

Mortgage

88%

Checking or

savings

16%

76%

<1%

Money transfer or

service, virtual

currency

80%

<1%

Vehicle loan or

lease

86%

<1%

Prepaid card

10%

12%

64%

Student loan

84%

<1%

Personal loan

80%

Payday loan

83%

<1%

Credit repair

80%

<1%

Title loan

82%

<1%

Percentages throughout this report may not sum to 100% due to rounding. The Bureau expects companies to

provide a response to each complaint within 15 calendar days of the complaint being sent to the company. When a

complaint cannot be closed by the company within 15 calendar days, the company may indicate that work to

respond to the complaint is “In progress” and provide a final closure response within 60 calendar days of the

complaint being sent to the company. Responses provided outside the 15- or 60-day timeframe are considered

“u ntimely.”

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4. Complaint Types

Monitoring consumer complaints is one of the Bureau’s primary functions. Complaints provide

insights into problems consumers experience and can serve as an early indicator of issues in the

financial marketplace. Complaint analyses support the Bureau’s work to supervise companies,

enforce federal consumer financial laws, propose rules, and develop tools to empower

consumers to make informed financial decisions.

The Bureau analyzes complaints in several ways to identify trends and possible consumer harm.

For example, the Bureau monitors complaint volume across multiple categories, such as

product, issue, sub-product, sub-issue, company, and company response, among others. The

Bureau analyzes complaint volume across time and by geographic area, as well as by self-

identified characteristics, such as servicemember status and age.

While complaint volume provides important information to the Bureau, it has some limitations.

The Bureau recognizes that complaint data can often be better understood in the context of

other data, such as product or service market size and company share. But providing additional

market context to complaint information requires the Bureau to balance several, sometimes

competing, considerations. For example, a variety of measures may provide useful context (e.g.,

company size, number of accounts, number of transactions, and company market share), but the

availability of this market information varies by financial product and service.

Given these and other considerations, the Bureau has not yet identified a universal approach to

contextualize complaint volume across multiple products, services, and markets for the public

without imposing a significant burden on companies to provide data. From its engagements

with stakeholders, the Bureau is aware that the determination about what data are paired with

complaint information often depends on the question being asked. Nevertheless, because

context is informative, throughout this section the Bureau references market research when it

provides some useful context for complaint information.

While complaint volume and context are important, some of the most valuable information is

found in the narrative text that both consumers and companies provide during the complaint

process. The Bureau analyzes the narrative text consumers provide in their complaints,

frequently augmenting traditional qualitative analysis with automated methods.

Similarly, the

Bureau analyzes the text companies provide in their responses to consumers and in the

The Bureau uses a variety of tools and approaches to assist staff when reviewing complaints. This i nclu de s

statistical approaches to understanding large volumes of complaints (e.g., topic modeling) and tools to make

complaint data easier to filter, sort, and search (e.g., elastic search-based search application).

19 CONSUMER FINANCIAL PROTECTION BUREAU

documents provided to support their responses. Analyzing text from consumers and companies

provides a more complete understanding of issues and a clearer idea of how companies respond

to those issues.

The following sub-sections provide information and analyses of the types of complaints

consumers submitted to the Bureau in 2020.

Each sub-section includes an analysis of

complaints the Bureau received, products consumers complained about, problems they

experienced, and how companies responded.

The COVID-19 pandemic has and continues to take a substantial toll on the economy, creating

declines in output and living standards. In March 2020, Congress passed the Coronavirus Aid,

Relief, and Economic Security (CARES) Act that, among other things, provided relief to

consumers who were managing the resulting economic fallout. Even with these efforts to help

the American public, the Bureau continued to receive complaints from consumers about their

experiences during the pandemic. In their complaints, consumers described problems and

issues they experienced as a result of COVID-19. The following sections describe the most

common issues consumers described in their complaints.

Where appropriate, sub-sections include a discussion of how product type and issue selections

differ for older consumers and servicemembers.

Figures in this section plot product and issue

selections made by these specialty populations based on a level of confidence.

Compl ai nt numbers are rounded throughout the report; therefore, numbers and percentages may not sum to sub-

totals or 100%.

The Bureau’s online complaint form is dynamic and, therefore, adjusts based on consumer selections. Some issues

are not available for certain sub-products (e.g., the issue unable to get your credit report or credit score is not

available for complaints about other personal consumer reports). A full list of complaint form products, sub-

products, issues, and sub-issues is available at

https://files.consumerfinance.gov/f/documents/201704_cfpb_Consumer_Complaint_Form_Product_and_Issue_

Options.pdf.

Supra note 12.

Figures in this section display 95% confidence intervals, which estimate the true value for the statistic within the

specialty population. The lines with each mark show the confidence interval, with a shorter line reflecting a

narrower range of likely values and a l onger line reflecting a wider range of likely values.

20 CONSUMER FINANCIAL PROTECTION BUREAU

4.1 Credit or consumer reporting

The Bureau received approximately 319,300 credit or consumer reporting complaints in 2020.

The Bureau sent approximately 292,200 (or 92%) of these complaints to companies for review

and response, found approximately 22,400 (or 7%) to be incomplete, and referred 2% to other

regulatory agencies. As of February 1, 2021, 0.1% of credit or consumer reporting complaints

were pending with the consumer and 0.1% were pending with the Bureau (see Figure 7A,

Routing Outcomes).

Companies responded to approximately 99% of credit or consumer reporting complaints sent to

them for review and response. Companies closed 91% of complaints with an explanation, 5%

with non-monetary relief, and 0.2% with monetary relief. Companies provided an

administrative response for 3% of complaints. As of February 1, 2021, 0.7% of complaints were

pending review by the company. Companies did not provide a timely response for 0.3% of

complaints (see Figure 7B, Company Responses).

FIGURE 7: CREDIT OR CONSUMER REPORTING COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those credit or consumer reporting complaints

for which the company confirmed a commercial relationship with the consumer and responded

with an explanation or relief (i.e., complaints closed with explanation, closed with non-monetary

21 CONSUMER FINANCIAL PROTECTION BUREAU

relief, and closed with monetary relief). In 89% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

When submitting credit or consumer reporting complaints, consumers specify whether they are

complaining about a credit report or some other personal consumer report (e.g., background

checks, employment screening).

In 2020, consumers complained about credit reporting most

frequently (see Figure 8).

FIGURE 8: CREDIT OR CONSUMER REPORTING COMPLAINTS BY TYPE OF REPORT AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For credit

or consumer reporting complaints, options include: credit monitoring or identity theft

protection services; improper use of report; incorrect information on report; problem with a

credit reporting company’s investigation into an existing problem; problem with fraud alerts

or security freezes; and, unable to get credit report or credit score. The most common issue was

incorrect information on your report (see Figure 9).

Unlike most other products and services, a consumer’s problem with a credit or consumer

report may prompt them to submit multiple complaints about, for example, a data furnisher and

consumer reporting agencies. The complaint form reflects this market feature. When submitting

complaints, consumers identify the company or companies about which they are complaining.

In April 2017, in response to feedback from stakeholders and consumers, the Bureau made

enhancements to improve the user experience when submitting a complaint. Where consumers

had previously had to go through the entire submission process separately for each company

about which they were submitting a complaint, beginning in April 2017 consumers could use

one submission process to submit complaints about up to four companies. The Bureau sends

one complaint to each company the consumer identifies. For example, a consumer may go

through one submission process to submit complaints about the data furnisher and the three

NCRAs.

The Bureau publishes an annual list of consumer reporting companies. This list includes the three nationwide

credit reporting companies as well as other companies that focus on certain market areas and consumer segments.

See Consumer Fin. Prot. Bureau, List of Consumer Reporting Companies (Jan. 2020), available at

https://files.consumerfinance.gov/f/documents/cfpb_consumer-reporting-compani es-li st.p df

Credit reporting

Other personal consumer report

279,200 (99%)

1,600 (0.6%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

22 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 9: CREDIT OR CONSUMER REPORTING COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Credit or consumer reporting complaint volume increased dramatically in 2020. Companies

responded, on average, to more than 23,400 credit or consumer reporting complaints per

month (compared to a monthly average 11,400 complaints in 2019 and 9,200 complaints in

2018). Complaints about credit reports, rather than other personal consumer reports, had the

greatest change in volume in 2020, increasing 129% from the prior two years’ monthly average

(see Figure 10). Although the increase in credit reporting complaints accelerated around the

time of the COVID-19 national emergency declaration in March 2020, this upward trend

precedes 2020.

Incorrect information on your report

Problem with a company's investigation into an existing issue

Improper use of your report

Unable to get your credit report or credit score

Problem with fraud alerts or security freezes

Credit monitoring or identity theft protection services

191,300 (68%)

66,900 (24%)

1,300 (0.5%)

15,100 (5%)

3,500 (1%)

2,700 (1%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

23 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 10: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF CREDIT OR CONSUMER REPORTING

COMPLAINTS THAT MAKE UP 80% OF OVERALL PRODUCT VOLUME

This substantial increase is concentrated in complaints about inaccurate information and the

three largest Nationwide Credit Reporting Agencies (NCRAs)—Equifax, Experian, and

TransUnion. A significant portion of these complaints are about attempts to address identity-

theft-related issues. Complaints about identity theft take a variety of forms: requests to block

information under Section 605B of the Fair Credit Reporting Act (FCRA); requests for

reinvestigations of inaccurate information resulting from identity theft; and issues arising out of

fraud alerts and security freezes under both the FCRA and state law.

Complaints related to the

accuracy and completeness of information on consumers’ reports, and complaints about

problems that a consumer encountered in a previous investigation also increased substantially

(see Figure 11). Complaints about incorrect information increased 147% from the prior two

years’ monthly average, whereas problems with investigation increased 139% from the prior two

years’ monthly average.

Throughout Section 4, this report highlights changes in the sub-product types and issues selected by consumers.

This report does not include all options that are available to consumers for selection; rather, it highlights those

making up at least 80% of the complaints in each product category.

Fair Credit Reporting Act Section 605B, 15 U.S.C § 1681c-2.

24 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 11: MONTHLY COMPLAINT VOLUME FOR ISSUE(S) OF CREDIT OR CONSUMER REPORTING

COMPLAINTS THAT MAKE UP 80% OF OVERALL PRODUCT VOLUME

It appears that some consumers are working with third parties, specifically credit repair

companies, to submit complaints to the Bureau. The Bureau accepts complaints from authorized

third parties

but expects those third parties to disclose their involvement in the complaint

process. The complaint process informs third parties that they may not receive a response,

unless they provide authorization, such as a release form signed and submitted by the primary

consumer.

In past years, the NCRAs typically provided substantive and comparatively detailed responses to

the majority of complaints—including providing details of dispute investigations and outlining

steps taken for consumers that are attempting to address identity theft. This year, however,

NCRAs stopped providing complete and accurate responses in many of these complaints.

Frequently the NCRAs mentioned suspected third-party activity in their responses to these

complaints, but did not detail steps taken to authenticate consumers or respond to the subject

Supra note 1.

Consumer Response analyzes consumer complaints, company responses, and consumer feedback to assess wh e ther

companies are provi ding accurate, complete, and timely responses. Accuracy is whether companies select

appropriate response categories based on their narrative text and complete all appropriate fields. Completeness is

whether companies respond to the issues raised by the consumer, describe communications wi th the consumer, and

detail follow-up or planned follow-up actions. And timeliness is whether companies respond to complaints within 15

calendar days of receipt and provide a final response, if appli cable, within 60 calendar days. In 2020, Consumer

Response identified accuracy and completeness issues in the responses received from the NCRAs.

25 CONSUMER FINANCIAL PROTECTION BUREAU

matter raised in the complaints.

In other responses, NCRAs closed complaints by noting that a

dispute would be filed on the consumer’s behalf, but failed to provide any details about the

ultimate determinations they made with respect to the subject matter raised in the complaints.

As part of its ongoing complaint monitoring efforts, Consumer Response asked Equifax,

Experian, and TransUnion to review procedures and processes to ensure that complaints are

closed in accordance with the Bureau’s guidelines.

Section 611e of the Fair Credit Reporting Act directs the Bureau to submit an annual report

regarding complaints submitted about the NCRAs that are related to incomplete or inaccurate

information on the consumers’ credit reports.

The Bureau typically fulfills this reporting

requirement by including the relevant information it gathers in the Consumer Response Annual

Report. This year, the Bureau received approximately 246,100 complaints about the three

largest NCRAs (Equifax, Experian, and TransUnion). Due in part to the increase in complaint

volume, the Bureau will issue a separate report later this year to provide a more robust analysis

of these complaints and responses.

The Bureau continues to accept credit reporting complaints about other consumer and credit

reporting agencies, as well as furnishers of information. Although the NCRAs experienced the

largest increase in complaint volume this year, both furnishers and smaller credit reporting

agencies also received a greater volume of consumer and credit reporting complaints in 2020.

The Bureau accepts complaints about a number of different types of consumer reports,

including employment, tenant, check and bank screening, as well as reports for specific

industries (e.g., insurance companies and utilities). These complaints frequently involve

disputes of information on consumers’ reports, including personal information, account details,

and public records. Consumers submit furnishing complaints about a variety of different types

of accounts, including credit cards, vehicle loans, mortgages, student loans, as well as debt

collection accounts. The majority of these complaints involve claims of inaccurate account

information (e.g., the date the account was opened or the balance due) and errors in the

consumers’ payment history. In response to these complaints, companies typically responded by

providing a response that included details of actions they took to address consumers’ claims.

The Bureau takes steps to identify third parties who may be misusing the Bureau’s complaint process and, when

appropriate, discontinues processing future complaint submissions from those sources. The Bureau expects

companies to authenticate consumers who submit complaints. When a company is unable to authenticate a third

party, they may use administrative response options and describe the steps they took to attempt to authenticate the

third party. Companies also have the ability to respond directly to consumers while securely providing the Bureau

with a copy of their response to the consumer in lieu of using an administrative response. In 2020, none of the

NCRAs availed themselves of this option.

Fair Credit Reporting Act Section 611(e), 15 U.S.C. § 1681i(e).

26 CONSUMER FINANCIAL PROTECTION BUREAU

As discussed more extensively in Section 4.9, the (CARES) Act provided relief for borrowers of

federal loans owned by the U.S. Department of Education (ED), including automatic suspension

of payments. When these relief measures went into effect, some student loan borrowers

reported significant drops in their credit scores as a result of how their student loans were

reported. Many of these complaints were regarding a drop in credit scores triggered by a

furnishing issue that affected a subset of borrowers whose government-owned loans were placed

in an administrative forbearance. For this issue, borrowers reported that their servicer was

incorrectly marking their suspended payments as deferred payments instead of as current as

required by the CARES Act, effectively decreasing their credit scores. These consumers learned

of the drop in their score after receiving an alert from their credit monitoring service. In

response to these complaints, their servicer acknowledged the error and stated it was working

with consumer reporting agencies to ensure the accuracy of the information it reported.

As with student loans, consumers with mortgages reported that their credit score declined after

entering into a forbearance plan. This pattern appears to have happened at a number of

servicers. Several consumers mentioned that they were either put into forbearance agreements

without asking their servicer for assistance, or that their account was reported as impacted by

COVID-19 despite being in good standing.

27 CONSUMER FINANCIAL PROTECTION BUREAU

4.2 Debt collection

The Bureau received approximately 82,700 debt collection complaints in 2020. The Bureau sent

approximately 54,700 (or 66%) of these complaints to companies for review and response,

referred approximately 21,500 (or 26%) to other regulatory agencies, and found 8% to be

incomplete. As of February 1, 2021, 0.5% of debt collection complaints were pending with the

consumer and 0.1% were pending with the Bureau (see Figure 12A, Routing Outcomes).

Consumers can submit complaints about creditors collecting their own debts (i.e., first-party

collectors) or companies collecting debt on behalf of others, such as creditors or businesses (i.e.,

third-party collectors).

When the Bureau received debt collection complaints about companies

where it was not the primary federal regulator (e.g., a mobile phone or Internet service provider)

or about depository institutions with less than $10 billion in assets, for example, it referred the

complaints to other regulatory agencies (e.g., Federal Trade Commission) or a prudential

regulator.

Companies responded to approximately 97% of debt collection complaints sent to them for

review and response. Companies closed 85% of complaints with an explanation, 9% with non-

monetary relief, and 0.6% with monetary relief. Companies provided an administrative response

for 1% of complaints. As of February 1, 2021, 0.6% of complaints were pending review by the

company. Companies did not provide a timely response for 3% of complaints (see Figure 12B,

Company Responses).

See Consumer Fin. Prot. Bureau, Fair Debt Collection Practices Act: CFPB Annual Report 2021 (Mar. 2021) (“[T]he

third-party debt collection market was a $12.7 billion industry that employs nearly 141,000 people across

approximately 6,950 collection agencies in the United States.”) (citations omitted).

28 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 12: DEBT COLLECTION COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those debt collection complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 87% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

When submitting debt collection complaints, consumers specify the type of debt. Options

include: auto debt, credit card debt, federal student loan debt, medical debt, mortgage debt,

payday loan debt, private student loan debt, other debt (e.g., phone bill, health club

membership, utilities), and debt that is not known.

In 2020, other debt and credit card debt

were the most complained about debt types (see Figure 13).

The Bureau’s complaint form requires consumers to select the type of debt from a list of options, including “I don’t

know.” See supra note 19.

Debt collection

Pending w ith CFPB

Pending w ith consumer

Incomplete

Ref erred to other agencies

Sent to company

Administrative response

Company did not provide a timely response

Company review ing

Closed w ith monetary relief

monetary relief-Closed w ith non

Closed w ith explanation

29 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 13: DEBT COLLECTION COMPLAINTS BY TYPE OF DEBT AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For debt

collection complaints, options include: attempts to collect debt not owed; communication

tactics; false statements or representation; threatened to contact someone or share

information improperly; took or threatened to take negative or legal action; and, written

notification about debt. The most common issue was attempts to collect debt not owed (see

Figure 14).

FIGURE 14: DEBT COLLECTION COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Debt collection complaint volume increased in 2020. Companies responded, on average, to

more than 4,300 debt collection complaints per month (compared to a monthly average 3,700

complaints in 2019 and 4,100 complaints in 2018). Among the types of debt consumers

1 square = 1%

Other debt

Credit card debt

I do not know

Medical debt

Auto debt

Payday loan debt

Mortgage debt

Private student loan debt

Federal student loan debt

13,800 (27%)

13,000 (25%)

12,600 (24%)

7,500 (14%)

1,900 (4%)

1,400 (3%)

400 (0.8%)

900 (2%)

500 (1%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

1 square = 1%

Attempts to collect debt not owed

Written notification about debt

False statements or representation

Took or threatened to take negative or legal action

Communication tactics

Threatened to contact someone or share information improperly

27,200 (52%)

12,300 (24%)

4,300 (8%)

3,900 (7%)

3,500 (7%)

800 (2%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

30 CONSUMER FINANCIAL PROTECTION BUREAU

identified in their complaint, credit card debt increased 22% from the prior two years’ monthly

average (see Figure 15). Debt the consumer did not recognize also continued to be a common

debt type, increasing 25% in 2020 from the prior two years’ monthly average.

FIGURE 15: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF DEBT COLLECTION COMPLAINTS THAT

MAKE UP 80% OF OVERALL PRODUCT VOLUME

The most common debt collection complaint was about attempts to collect a debt that the

consumer reports is not owed. This has been the predominant issue selected by consumers since

the Bureau began accepting debt collection complaints in 2013. In 2020, this issue increased

24% compared to the prior two years’ monthly average (see Figure 16). In these complaints,

consumers described a range of topics, such as being called about debts they do not recognize,

attempts to collect a debt that belongs to someone else, and being in collections for services or

products they did not receive.

31 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 16: MONTHLY COMPLAINT VOLUME FOR ISSUE(S) OF DEBT COLLECTION COMPLAINTS THAT

MAKE UP 80% OF OVERALL PRODUCT VOLUME

Consumers also often reported that a debt in collection was the result of identity theft.

Complaints about debt resulting from identity theft have been increasing for several years. In

these complaints, consumers often reported that they first learn of the existence of the debt after

reviewing their credit reports. Many of these consumers described completing an identity theft

report and contacting the collectors listed on their credit report in an attempt to remove the

debt. In response to these complaints, third-party collectors often provided copies of validation

notices and detailed information about where the debt originated. Some debt collectors

discontinued collection efforts entirely.

Complaints involving written notifications about debt is also a common issue reported by

consumers. The Fair Debt Collection Practices Act (FDCPA) requires collectors within five days

after the initial communication with a consumer, to provide the consumer with a written notice

informing them, among other things, of their right to dispute, unless this information is

contained in the initial communication or the consumer has paid the debt. Most consumers who

complained about written notifications report they have not received enough information to

verify the debt. These consumers often complained of notices being vague or not having

sufficient information to identify the account in question; therefore, in their complaints,

consumers often asked for additional information, including supporting documentation.

Additionally, similar to complaints about identity theft, many consumers reported first learning

32 CONSUMER FINANCIAL PROTECTION BUREAU

of the debt after reviewing their credit report. These consumers often stated that the limited

amount of information furnished on their credit report made it difficult to understand details

about the source of the debt.

In their complaints about collection activities, consumers often expressed difficulty in making

payments or meeting existing agreements because of a loss in income.

There were several examples of tenants who reported vacating, voluntarily or otherwise, their

apartments following the onset of the pandemic. These consumers were later referred to third-

party collections because of outstanding balances or insufficient security deposits. Some of these

consumers reported having entered into modified lease agreements and settling their accounts

prior to departure. In response to these complaints, companies typically provided a detailed

ledger of charges or discontinued collection of the account.

Complaints about communication tactics and threatening to contact someone or sharing

information improperly decreased in 2020. This may be explained, in part, by restrictions on

debt collectors imposed by states. For example, many states imposed temporary restrictions on

debt collection practices in order to protect consumers including prohibiting certain

communications from collectors and banning debt collection altogether.

Consumer complaints suggest that ordinary collection practices (e.g., calls to consumers, wage

garnishment, etc.) resumed during the summer months. In complaints about communication

tactics, consumers reported a variety of issues: frequent or repeated calls; ignored requests to

stop calling; and interactions where the collector was rude and aggressive.

In 2020, consumers more frequently described receiving text messages concerning debts that

they purportedly owed. Complaints about this issue, however, remain small in number. In

complaints where consumers describe receiving a text, they often express suspicion of the text or

concern that it is scam. It appears that few third-party collectors are attempting to collect a debt

via text message. Indeed, in the company responses of some of the largest third-party collectors,

collectors stated that they do not use text messages to currently collect debts. For those

collectors that do employ text messaging to collect a debt, some responded to the consumers

complaint stating that they removed the consumers’ number from further collection efforts.

Similar to last year, debt collection was the second-most complained about product by

servicemembers and made up a greater share of complaints for servicemembers than for non-

See e.g., FDCPA 2021 Annual Re port, supra note 30 (“Some states instituted pandemic measures that impacted the

debt collection industry and consumers. These measures include prohibitions on new wage garnishments or bank

attachments, and a requirement that consumers be offered the option to defer scheduled payments.”) (citations

omitted).

33 CONSUMER FINANCIAL PROTECTION BUREAU

servicemembers (see Section 2, Figure 5). On average, servicemembers submitted 10% of debt

collection complaints with a greater percentage complaining about debts relating to mortgage

and auto debt (see Figure 17).

FIGURE 17: PROPORTION OF SERVICEMEMBER COMPLAINTS FOR DEBT COLLECTION TYPES

34 CONSUMER FINANCIAL PROTECTION BUREAU

A greater share of complaints about communication tactics and debt collectors taking or

threatening to take negative or legal action were submitted by servicemembers (see Figure 18).

FIGURE 18: PROPORTION OF SERVICEMEMBER COMPLAINTS FOR DEBT COLLECTION ISSUES

35 CONSUMER FINANCIAL PROTECTION BUREAU

Debt collection comprised a smaller percentage of complaints for older consumers than for

consumers under 62 years old. Within these complaints, a greater percentage of older

consumers complaints about debts related to mortgage and credit cards (see Figure 19).

FIGURE 19: PROPORTION OF OLDER AMERICANS COMPLAINTS FOR DEBT COLLECTION TYPES

36 CONSUMER FINANCIAL PROTECTION BUREAU

Similar to servicemembers, a greater share of complaints about communication tactics were

submitted by older consumers (see Figure 20).

FIGURE 20: PROPORTION OF OLDER AMERICANS COMPLAINTS FOR DEBT COLLECTION ISSUES

37 CONSUMER FINANCIAL PROTECTION BUREAU

4.3 Credit cards

The Bureau received approximately 35,900 credit card complaints in 2020. The Bureau sent

approximately 29,000 (or 81%) of these complaints to companies for review and response,

referred approximately 5,400 (or 15%) to other regulatory agencies, and found 4% to be

incomplete. As of February 1, 2021, 0.2% of credit card complaints were pending with the

consumer and 0.01% were pending with the Bureau (see Figure 21A, Routing Outcomes).

Companies responded to approximately 99% of credit card complaints sent to them for review

and response. Companies closed 70% of complaints with an explanation, 17% with monetary

relief, and 9% with non-monetary relief. Companies provided an administrative response for 2%

of complaints. As of February 1, 2021, 1% of complaints were pending review by the company.

Companies did not provide a timely response for 0.6% of complaints (see Figure 21B, Company

Responses).

FIGURE 21: CREDIT CARD COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those credit card complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 95% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

38 CONSUMER FINANCIAL PROTECTION BUREAU

When submitting credit card complaints, consumers specify whether they are complaining

about a general-purpose credit card (or charge card) or a store credit card. In 2020, consumers

complained about general-purpose credit cards more frequently than store credit cards (see

Figure 22).

FIGURE 22: CREDIT CARD COMPLAINTS BY TYPE AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For credit

card complaints, options include: advertising and marketing, including promotional offers;

closing credit card account; fees or interest; getting a credit card; other features, terms, or

problems; problem when making payments; problem with a credit report or credit score;

problem with a purchase shown on a statement; trouble using card; and, struggling to pay bill.

The most common issue was problem with a purchase shown on your statement (see Figure

23).

1 square = 1%

General-purpose credit card or charge card

Store credit card

23,600 (84%)

4,500 (16%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

39 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 23: CREDIT CARD COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

The volume of credit card complaints increased in 2020. Companies responded, on average, to

more than 2,300 credit card complaints per month (compared to a monthly average 1,870

complaints in 2019 and 1,900 complaints in 2018). Complaints about general purpose credit

cards had the greatest change in volume, increasing 24% from the prior two years’ monthly

average (see Figure 24). This increase accelerated around the time of the COVID-19 national

emergency declaration.

1 square = 1%

Problem with a purchase shown on your statement

Other features, terms, or problems

Fees or interest

Problem when making payments

Getting a credit card

Closing your account

Problem with a credit report or credit score

Trouble using your card

Advertising and marketing, including promotional offers

Struggling to pay your bill

8,500 (30%)

3,300 (12%)

3,200 (11%)

2,700 (10%)

2,500 (9%)

2,200 (8%)

1,400 (5%)

1,300 (4%)

800 (3%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

40 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 24: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF CREDIT CARD COMPLAINTS THAT MAKE UP

80% OF OVERALL PRODUCT VOLUME

Similar to 2019, consumers who complained about purchases on their statements described card

issuers not resolving disputes. These consumers often raised concerns about refund requests

and purchases resulting from fraud or identity theft. Some consumers reported receiving a

security alert and declining fraudulent transactions, but later receiving a billing statement with

the fraudulent charges still included.

Consumers often reported problems with purchases on their statements (see Figure 25). Many

of these consumers complained about difficulties in obtaining refunds as their travel plans,

sporting events, concerts, and other bookings were cancelled around the time of the COVID-19

national emergency declaration. Both consumers who had their purchases cancelled by service

providers and consumers who proactively cancelled their purchases reported difficulties in

obtaining refunds. Consumers attempting to invoke chargeback rights reported communication

and customer service issues with their card issuers, including not being able to reach

representatives via phone. In response to these complaints, card issuers typically apologized for

long wait times, explaining that they were attempting to adapt to new working conditions.

Additionally, card issuers often directed consumers to work with the merchant to arrange a

refund. In some limited circumstances, some card issuers reversed the charges or credited

consumers’ credit card reward accounts with points and travel vouchers.

41 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 25: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF CREDIT CARD COMPLAINTS THAT MAKE UP

80% OF OVERALL PRODUCT VOLUME

Some consumers affected by COVID-19 contacted their card issuers to seek alternative

repayment or deferment options, often after experiencing a disruption in income. Some

consumers who took advantage of these options reported that issuers were not implementing

these options as promised (e.g., interest is not being waived as advertised) or expressed

confusion because account statements did not reflect enrollment in these options. In response to

these complaints, companies often explained that they had recently or were in the process of

updating relevant systems to recognize new workout options. Other card issuers assured

consumers that they were enrolled in the deferment program, but monthly statements would

continue to show a balance due. In these complaints, consumers often expressed concern about

potential negative effects on their credit report.

Consumers also described issues with late fees assessed even while enrolled in a deferral

program or after they had contacted their creditor and informed them of a financial hardship. In

response to these complaint types, some companies reimbursed consumers for assessed late fees

42 CONSUMER FINANCIAL PROTECTION BUREAU

and informed them that interest would continue to accrue on their account during the

deferment period.

As consumers responded to the effects of COVID-19, some reported issues with reduced credit

limits. Some consumers stated that when contacting their card issuers regarding the negative

action taken on their account, they were informed that their credit line was decreased or closed

because they had not used enough of the credit line or that the account was closed due to

inactivity.

In response to these complaints, companies often stated that the credit card

agreement allows them to investigate consumer credit records and to close an account at any

time, for any reason.

Credit cards were the second-most complained about product by older consumers and made up

a greater share of complaints for older consumers than for their younger counterparts (see

Section 2, Figure 6). Within these complaints, older consumers submitted a greater percentage

complaining about problems with a purchase shown on their statement (see Figure 26). Similar

to 2019, on average, older consumers were less likely to submit complaints related to struggling

to pay their bill and closing their accounts.

See Consumer Fin. Prot. Bureau, Data Point: The early effects of the COVID-19 pandemic on consumer credit

(Aug. 2020), available at

https://files.consumerfinance.gov/f/documents/cfpb_earl y-effects-covid-19-consumer-

credit_issue-brief.p df.

See Federal Reserve Bank of N.Y., Quarterly Report on Household Debt and Credit (Q4 2020) (Feb. 2020),

available at

https://www.newyorkfed.org/medialibrary/interactives/householdcredit/data/xls/HHD_C_Report_2020Q4.xlsx

(credit card users aged 60-69 had the lowest rates of balances transitions to 90 days delinquency in all four quarters

of 2020; credit card users aged 70+ had the second lowest rates).

43 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 26: PROPORTION OF OLDER AMERICANS COMPLAINTS FOR CREDIT CARD ISSUES

44 CONSUMER FINANCIAL PROTECTION BUREAU

4.4 Checking or savings account

The Bureau received approximately 30,000 checking or savings account complaints in 2020.

The Bureau sent approximately 24,800 (or 82%) of these complaints to companies for review

and response, referred 9% to other regulatory agencies, and found 8% to be incomplete. Of the

9% of checking or savings account complaints referred to other agencies, most were complaints

submitted about credit unions and other depository institutions with less than $10 billion in

assets. As of February 1, 2021, 0.2% of checking or savings account complaints were pending

with the consumer and 0.02% were pending with the Bureau (see Figure 27A, Routing

Outcomes).

Companies responded to approximately 99% of checking or savings account complaints sent to

them for review and response. Companies closed 76% of complaints with an explanation, 16%

with monetary relief, and 4% with non-monetary relief. Companies provided an administrative

response for 2% of complaints. As of February 1, 2021, 2% of complaints were pending review by

the company. Companies did not provide a timely response for 1% of complaints (see Figure

27B, Company Responses).

FIGURE 27: CHECKING OR SAVINGS ACCOUNT COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those checking or savings account complaints for

which the company confirmed a commercial relationship with the consumer and responded

45 CONSUMER FINANCIAL PROTECTION BUREAU

with an explanation or relief (i.e., complaints closed with explanation, closed with non-monetary

relief, and closed with monetary relief). In 94% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

When submitting checking or savings account complaints, consumers specify the type of

product. Options include; checking account, savings account, certificate of deposit (CD), and

other banking product or service. In 2020, checking account was the most complained about

product type (see Figure 28). Although ownership rates of checking and savings accounts are

similar, it is not surprising that checking accounts are the subject of more complaints as they are

used for everyday transacting—a frequent issue raised by consumers in complaints.

FIGURE 28: CHECKING OR SAVINGS ACCOUNT COMPLAINTS BY TYPE OF PRODUCT OR SERVICE AND

OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For

checking or savings account complaints, options include; closing an account; opening an

account; managing an account; problem caused by funds being low; problem with a lender or

other company charging your account; and, problem with credit report or credit score. The

most common issue was managing an account (see Figure 29).

1 square = 1%

Checking account

Other banking product or service

Savings account

CD (Certificate of Deposit)

18,700 (79%)

2,500 (11%)

1,700 (7%)

600 (3%)

Closed with explanation

Closed with monetary relief

Closed with non-monetary relief

46 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 29: CHECKING OR SAVINGS ACCOUNT COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Checking or savings account complaint volume increased in 2020. Complaints about checking

accounts had the greatest increase in volume, increasing 19% from the prior two years’ monthly

average (see Figure 30).

FIGURE 30: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF CHECKING OR SAVINGS ACCOUNT

COMPLAINTS THAT MAKE UP 80% OF OVERALL PRODUCT VOLUME

Similar to 2019, the most common checking or savings accounts complaint was about managing

the account. In 2020, this issue increased 12% compared to the prior two years average (see

Figure 31). In these complaints, many consumers reported issues with depositing and

withdrawing funds and using ATM cards. Consumers also submitted complaints about fund

availability. For example, consumers described financial institutions placing holds on deposited

1 square = 1%

Managing an account

Closing an account

Opening an account

Problem with a lender or other company

charging your account

Problem caused by your funds being low

Problem with a credit report or credit score

14,900 (63%)

3,300 (14%)

2,200 (9%)

2,000 (8%)

1,000 (4%)

100 (0.6%)

Closed with explanation

Closed with monetary relief Closed with non-monetary relief

47 CONSUMER FINANCIAL PROTECTION BUREAU

funds without notice or extending the availability of funds longer than what the consumer had

been informed.

FIGURE 31: MONTHLY COMPLAINT VOLUME FOR ISSUE(S) OF CHECKING OR SAVINGS ACCOUNT

COMPLAINTS THAT MAKE UP 80% OF OVERALL PRODUCT VOLUME

Consumers continued to complain about closing their account. In 2020, this issue increased

44% compared to the prior two years average (see Figure 31). In these complaints, some

consumers described how their account was closed without notice, whereas others complained

about not receiving the balance of their closed account in a timely manner. In response to these

complaints, some financial institutions referenced the account agreement and provided a

description explaining the account closure. Some financial institutions also stated that they had

or would mail outstanding account funds to consumers.

Notable in 2020, consumers described a variety of issues related to the disbursement of

Economic Impact Payments in mid-April. For example, for consumers who had an overdrawn

account, some financial institutions informed those consumers that they advanced an amount

equal to the negative balance so consumers could use the entire amount of the Economic Impact

Payment. Financial institutions typically stated that these advances would be reversed and

expressed their willingness to waive overdraft fees. Consumers detailed additional issues about

Economic Impact Payments, such complaints that their payment had been sent to closed

48 CONSUMER FINANCIAL PROTECTION BUREAU

accounts. Consumers also reported that some credit unions swept payment proceeds to make up

for other delinquent accounts.

Unauthorized transactions are a common concern reported by consumers. Some consumers

described learning of fraudulent transactions only after their accounts were overdrawn. In

response, financial institutions often emphasized the importance of safeguarding account

information and timely reporting unauthorized or suspicious account activity. In limited

circumstances, some financial institutions approved previously denied claims and credited

consumers’ accounts.

Virtual banking continues to be an issue raised by consumers. The usage of online banking or

financial institutions’ mobile banking applications reportedly expanded since the pandemic,

prompted by stay-at-home orders and financial institutions limiting access to branch lobbies.

Consumers described issues with accessing their accounts, errors and delays in online bill

payments, and discrepancies in deposits. Financial institutions typically responded to

consumers by directing them to the terms and conditions, deposit agreements, and account

disclosures.

Checking or savings account complaints made up a greater share of complaints for older

consumers than for their younger counterparts (see Section 2, Figure 6). Older consumer

comprised approximately 22% of checking or savings complaints; however, similar to

complaints received in 2019, they made up a greater share of certain products—most

significantly, certificates of deposit (see Figure 32). These differences likely reflect the

differences in overall rate of ownership of these products by age.

See e.g., Governor Michelle W. Bowman, Technology and the Regulatory Agenda for Community Banking, Board of

Governors of the Federal Reserve System, Dec. 02, 2020, available at

https://www.federalreserve.gov/newsevents/speech/bowman20201204a.htm

(“In the financial sector, I believe we

may be seeing a quantum leap in the use of digital deposit, digital payments and online lending. One large financial

service provider reported a 200 percent increase in new mobile banking registrations during the early phases of the

pandemic.”) (citations omitted).

49 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 32: PROPORTION OF OLDER AMERICANS COMPLAINTS FOR CHECKING OR SAVINGS TYPES

Of the complaints submitted by older consumers, a smaller share of complaints were about

problems caused by funds being low and opening accounts, whereas a greater share were about

managing an account (see Figure 33). In complaints about managing their account, some older

consumers described difficulties with bank closures in response to COVID-19. These consumers

sometimes described not being familiar with mobile banking services that financial institutions

frequently directed their customers to in light of branch closures.

FIGURE 33: PROPORTION OF OLDER AMERICANS COMPLAINTS FOR CHECKING OR SAVINGS ISSUES

50 CONSUMER FINANCIAL PROTECTION BUREAU

4.5 Mortgages

The Bureau received approximately 29,400 mortgage complaints in 2020. The Bureau sent

approximately 25,100 (or 85%) of these complaints to companies for review and response,

referred 9% to other regulatory agencies, and found 5% to be incomplete. As of February 1, 2021,

0.2% of mortgage complaints were pending with the consumer and 0.03% were pending with

the Bureau (see Figure 34A, Routing Outcomes).

Companies responded to approximately 98% of mortgage complaints sent to them for review

and response. Companies closed 88% of complaints with an explanation, 3% with non-monetary

relief, and 4% with monetary relief. Companies provided an administrative response for 2% of

complaints. As of February 1, 2021, 1% of complaints were pending review by the company.

Companies did not provide a timely response for 2% of complaints (see Figure 34B, Company

Responses).

FIGURE 34: MORTGAGE COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those mortgage complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 95% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

51 CONSUMER FINANCIAL PROTECTION BUREAU

When submitting mortgage complaints, consumers specify the type of mortgage. Options

include; conventional home mortgage, Federal Housing Administration (FHA) mortgage, home

equity loan or line of credit (HELOC), reverse mortgage, Veterans Administration (VA)

mortgage, and other types of mortgages. In 2020, conventional home mortgages were the most

complained about mortgage type (see Figure 35).

FIGURE 35: MORTGAGE COMPLAINTS BY TYPE AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For

mortgage complaints, options include; applying for a mortgage or refinancing an existing

mortgage; closing on a mortgage; problem with a credit or consumer report; struggling to pay

mortgage; and, trouble during payment process. The most common issue was trouble during

payment process (see Figure 36).

FIGURE 36: MORTGAGE COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Mortgage complaint volume increased in 2020. Among the types of mortgages consumers

identified in their complaint, conventional home mortgages increased 14% from the prior two

1 square = 1%

Closed with explanation Closed with monetary relief Closed with non-monetary relief

Conventional home mortgage

FHA mortgage

VA mortgage

Other type of mortgage

Home equity loan or line of credit (HELOC)

Reverse mortgage

15,500 (65%)

3,500 (15%)

1,800 (8%)

1,500 (6%)

1,300 (6%)

200 (1%)

1 square = 1%

Trouble during payment process

Struggling to pay mortgage

Applying for a mortgage or refinancing an existing mortgage

Closing on a mortgage

Problem with a credit report or credit score

11,300 (47%)

5,100 (21%)

4,100 (17%)

2,400 (10%)

1,100 (4%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

52 CONSUMER FINANCIAL PROTECTION BUREAU

years’ monthly average (see Figure 37). VA mortgages increased 45% from the prior two years’

monthly average; however, the volume of this mortgage type remains low compared to other

types.

FIGURE 37: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF MORTGAGE COMPLAINTS THAT MAKE UP

80% OF OVERALL PRODUCT VOLUME

Similar to 2019, the most common issue continued to be about problems consumers

experienced during the payment process. Consumers continued to submit complaints about

payment-related issues. Some of these consumers described how they followed guidance

provided by their servicers when submitting funds above the required monthly payment

amount, but the extra money was not applied as intended. For example, some consumers

reported that they paid additional money towards principal in accordance with their servicers’

instructions and the additional funds were deposited in a miscellaneous account or added to

their escrow account. For some consumers, even after contacting their servicer, the following

month’s additional payment towards principal was not applied correctly. In response to these

complaints, most servicers took corrective action and applied funds as intended by their

customers.

In response to COVID-19, both federal and state governments took actions to protect

homeowners.

Most notably, the CARES Act provided relief for homeowners with federally

backed and Government Sponsored Entities backed mortgages. Most mortgages were eligible

53 CONSUMER FINANCIAL PROTECTION BUREAU

under the CARES Act, including those from the Federal Housing Administration, U.S.

Department of Veterans Affairs (VA), U.S. Department of Agriculture, Fannie Mae, and Freddie

Mac.

Under the CARES Act, homeowners with an eligible mortgage who had experienced financial

hardship due to the pandemic had the right to request and obtain a forbearance on their

mortgage for up to 180 days. Homeowners additionally had the right to request and obtain an

extension for up to another 180 days (for a total of up to 360 days). The CARES Act also

established a moratorium on mortgage foreclosures.

Both protections have since been

extended multiple times via executive and administrative action.

State governments also took

steps to provide similar protections. These included state-issued moratoriums on foreclosures,

forbearance for mortgages not covered under the CARES Act, and free mortgage assistance and

foreclosure-relief services.

In 2020, some consumers who reported taking advantage of forbearance options as provided by

the CARES Act described experiencing problems with misapplied payments when attempting to

bring their loan current upon exiting a forbearance plan. In response, companies typically

corrected account payment histories and credit reports.

Complaints provide some evidence that legislative responses to COVID-19 had their intended

effect. In spring 2020, around the time of the COVID-19 national emergency declaration, there

was an increase in mortgage complaints about struggling to pay (see Figure 38). This increase

was only temporary. Shortly after the implementation of the CARES Act, mortgage complaints

about struggling to pay decreased and continued to decline for the remainder of the year. For

2020 overall, these complaints decreased 32% from the prior two years’ monthly average.

See Consumer Fin. Prot. Bureau, Learn about mortgage relief options and protections, available at

https://www.consumerfinance.gov/coronavirus/mortgage-and-housi ng-assistance/mortgage-relief/

(last accessed

Feb. 17, 2020).

15 U.S.C. § 9056(c).

See Consumer Fin. Prot. Bureau, Mortgage relief deadlines extended, available at

https://www.consumerfinance.gov/about-us/blog/mortgage-relief-deadlines-extended/

(last accessed Feb. 17,

2020).

54 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 38: MONTHLY COMPLAINT VOLUME FOR ISSUES(S) OF MORTGAGE COMPLAINTS THAT MAKE UP

80% OF OVERALL PRODUCT VOLUME

Some consumers reported receiving confusing or conflicting information when they inquired

about extending their forbearance plan. These consumers reported being told by representatives

that financial documentation would be required to have their mortgage loan reviewed for a

forbearance extension. In response to these complaints, some mortgage servicers granted their

customers an extension and others apologized for document requests made in error. Some

consumers who were seeking loss mitigation reported processing delays, duplicate requests for

information, and wrongful denials. In response, servicers often reiterated their documentation

requirements or explained their loss mitigation decisions.

Much like in 2019, consumers continued to report many of the same issues involving escrow

accounts. Consumers reported problems with escrow analysis statements reflecting shortages

and discrepancies in accounting of escrow contributions. Some of these consumers described

identifying escrow-related issues coinciding with the transfer of their loan to another servicer.

For example, shortly after the transfer of their loan, some consumers described receiving an

escrow analysis statement reflecting a shortage where no shortage had been identified by the

prior servicer. Additionally, many of these consumers had no knowledge of an increase in

amounts due for taxes, insurance premiums, or both. In response to these complaints,

companies provided consumers with a history of escrow account activity, including

55 CONSUMER FINANCIAL PROTECTION BUREAU

disbursements made by the prior servicer. Typically, servicers informed consumers that they did

not identify errors in the escrow analysis.

Complaints about applying for a mortgage or refinancing an existing mortgage increased in

2020, likely driven by increased origination and refinancing activity due to low mortgage

interest rates.

Complaints about applying for a mortgage increased 88% from the prior two

years’ monthly average (see Figure 38). Consumers applying for purchase and refinance loans

raised issues about processing delays, stricter lending requirements, and unexpected denials.

Some self-employed consumers complained of overly burdensome documentation requirements

to support their applications. In response to these complaint types, companies typically

provided a history of the consumer’s application history and cited lending guidelines.

The volume of complaints that mention Property Assessed Clean Energy (PACE) remained low

in 2020.

Consumers submitted complaints that include PACE or PACE-related terms in both

mortgage and consumer loan product categories. The issues consumers described remained

consistent with the issues detailed in 2019: unclear terms that resulted in costlier loans than

consumers anticipated; issues related to liens attached to property; loan origination and

servicing issues, including escrow-related problems resulting from tax assessments associated

PACE. Program Administrators responded to complaints often by directing consumers to

agreements, explaining how the product works, or providing copies of account documents.

Consistent with 2019, mortgage products’ differences exist in specific populations: VA loans for

servicemembers and reverse mortgages for older consumers, in particular. These differences

mirror the availability of these products in their respective communities. Servicemembers

submitted approximately 15% of mortgage complaints. VA mortgages, which make up 8% of the

mortgage complaint volume, were submitted overwhelmingly by consumers who self-identified

as a servicemember (see Figure 39).

See Board of Governors of the Federal Reserve System: The Unusual Composition of Demand during the Pandemic

(Jan. 14, 2021), available at

https://www.federalreserve.gov/econres/notes/feds-notes/the-unusual-composition-

of-demand-du ri ng-the-p andemic-20210114.htm.

PACE, also known in some states as “HERO loans,” is a mechanism that provides consumers funding for energy

efficiency, renewable energy and water conservation projects. Unlike typical consumer products, PACE financing is

repaid as an assessment on consumers’ local property tax bill.

VA mortgage eligibility is limited to servicemembers. Servicemember status is an optional field. For some intake

channels, this field is not available (e.g., a consumer who mails a complaint may not reference their servicemembers

status). The 9% of VA loan complaints that come from non-servicemembers may include some servicemembers who

did not provide their servicemember status.

56 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 39: PROPORTION OF SERVICEMEMBER COMPLAINTS FOR MORTGAGE TYPES

Also similar to 2019, the issues servicemembers identified in their mortgage complaints were

associated with purchasing a home: applying for a mortgage, refinancing, or closing on a

mortgage (see Figure 40).

FIGURE 40: PROPORTION OF SERVICEMEMBER COMPLAINTS FOR MORTGAGE ISSUES

57 CONSUMER FINANCIAL PROTECTION BUREAU

Older consumers submitted approximately 30% of mortgage complaints. Reverse mortgages,

which made up 1% of mortgage complaints in 2020, were submitted overwhelmingly by

consumers who self-identified being 62 years of age or older (see Figure 41).

FIGURE 41: PROPORTION OF OLDER AMERICANS COMPLAINTS FOR MORTGAGE TYPES

Simil ar to VA mortgages for servicemembers, reverse mortgages have eligibility requirements that limit the product

to homeowners who are at least 62 years old. See 24 CFR § 206.33. As with servicemember status, providing age

information is op tional .

58 CONSUMER FINANCIAL PROTECTION BUREAU

4.6 Money transfers, money services, and

virtual currencies

The Bureau received approximately 12,800 money transfer, money service, and virtual currency

(collectively referred to as “money services” in this section) complaints in 2020. The Bureau sent

approximately 8,500 (or 67%) of these complaints to companies for review and response,

referred approximately 3,200 (or 25%) to other regulatory agencies, and found 8% to be

incomplete. As of February 1, 2021, 0.4% of money services complaints were pending with the

consumer and 0.03% were pending with the Bureau (see Figure 42A, Routing Outcomes).

Companies responded to approximately 98% of money services complaints sent to them for

review and response. Companies closed 80% of complaints with an explanation, 9% with

monetary relief, and 6% with non-monetary relief. Companies provided an administrative

response for 3% of complaints. As of February 1, 2021, 1% of complaints were pending review by

the company. Companies did not provide a timely response for 2% of complaints (see Figure

42B, Company Responses).

FIGURE 42: MONEY SERVICES COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those money services complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

59 CONSUMER FINANCIAL PROTECTION BUREAU

and closed with monetary relief). In 88% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

When submitting money services complaints, consumers specify the type of product. Options

include: check cashing service; debt settlement; domestic (U.S.) money transfer; foreign

currency exchange; international money transfer; mobile or digital wallet; money order; refund

anticipation check; traveler's check or cashier's check; and, virtual currency. In 2020, mobile or

digital wallet money transfers was the most complained about type of product (see Figure 43).

FIGURE 43: MONEY SERVICES COMPLAINTS BY TYPE AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For

complaints about money services, options include: confusing or misleading advertising and

marketing; confusing or missing disclosures; fraud or scam; incorrect exchange rate; lost or

stolen check; lost or stolen money order; managing, opening, or closing your mobile wallet

account; money was not available when promised; other transaction problem; other service

problem; overdraft, savings, or rewards features; problem adding money; problem with

customer service; unauthorized transactions or other transaction problem; unexpected or

other fees; and, wrong amount charged or received. The most common issue was fraud or

scam (see Figure 44).

1 square = 1%

Closed with explanation Closed with monetary relief Closed with non-monetary relief

Mobile or digital wallet

Domestic (US) money transfer

International money transfer

Virtual currency

Money order

Check cashing service

Debt settlement

Traveler's check or cashier's check

Refund anticipation check

Foreign currency exchange

3,100 (38%)

2,300 (28%)

1,200 (14%)

1,000 (12%)

100 (0.8%)

100 (1%)

60 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 44: MONEY SERVICES COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Money services complaint volume increased significantly in 2020. Companies responded, on

average, to more than 670 of money services complaints per month (compared to a monthly

average of 410 complaints in 2019 and 450 complaints in 2018). Among the types of products in

this category, domestic money transfers increased 47% from the prior two years’ monthly

average and mobile or digital wallets increased 126% from the prior two years’ monthly average

(see Figure 45). These increases coincided with the declaration of the COVID-19 national

emergency.

1 square = 1%

Closed with explanation

Closed with monetary relief

Closed with non-monetary relief

Fraud or scam

Other service problem

Problem adding money

Unexpected or other fees

Problem with customer service

Confusing or missing disclosures

Wrong amount charged or received

Confusing or misleading advertising or marketing

Lost or stolen money order

Lost or stolen check

Overdraft, savings, or rewards features

Incorrect exchange rate

2,300 (29%)

1,600 (20%)

1,000 (12%)

800 (10%)

50 (0.6%)

10 (0.1%)

800 (9%)

500 (6%)

300 (4%)

200 (2%)

100 (1%)

61 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 45: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF MONEY SERVICES COMPLAINTS THAT MAKE

UP 80% OF OVERALL PRODUCT VOLUME

Complaints about fraud or scams remain the most common issue identified by consumers. In

2020, this issue increased 41% from the prior two years average (see Figure 46). Consumers

described a variety of tactics used by people to convince them to send money or provide

personal information. For example, some consumers described purchasing goods or services

from online sellers who ultimately never delivered those goods or services. Consumers often

described coordinating these purchases over social media platforms for purchases ranging from

pets to household goods and concert tickets. Some consumers also described people posing as

customer service representatives, government officials, and people associated with family and

friends.

62 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 46: MONTHLY COMPLAINT VOLUME FOR ISSUE(S) OF MONEY SERVICES COMPLAINTS THAT

MAKE UP 80% OF OVERALL PRODUCT VOLUME

Consumers also reported similar tactics related to COVID-19. For example, some consumers

reported being contacted to send money to COVID-19-related charities, to support medical

procedures, and to obtain medical and other protective supplies.

In response to these complaints, companies typically summarized the investigation they

completed into consumers’ claims, which often included a review of the login activity,

transaction history, and prior customer service interactions. Often mobile and online payment

providers stated that their platforms are meant for peer-to-peer payments among people who

the consumer knows and trusts, such as family and friends. These companies also referred

consumers to terms and conditions, which left the consumer with little recourse. In some

limited circumstances, companies stopped or reversed the transaction from being completed.

Some consumers who complained about other transaction problems described difficulties in

linking accounts to mobile applications. Some financial institutions implemented increased

security measures on their systems, ultimately preventing their customers from using popular

63 CONSUMER FINANCIAL PROTECTION BUREAU

third-party applications. In their complaints, consumers often expressed dissatisfaction about

not being able to decide whether to link their accounts. In response to these complaints,

financial institutions reiterated their commitment to security and explained why they prohibited

the use of third-party applications.

In complaints about remittance transfer providers, consumers often described transaction and

other service problems. Frequently these problems involved delays in the delivery of funds or

failure to deliver the funds at all. Notable for 2020, consumers described how delays in the

delivery of their funds exacerbated their difficulty in responding to the COVID-19 pandemic.

Companies responded with a variety of reasons for these problems, including other compliance

considerations (e.g., compliance with government sanctions, the Office of Foreign Asset

Control), and technical difficulties.

Consumers identified debt settlement in a small number of money service complaints. In these

complaints, consumers typically complained of exorbitant fees and companies not delivering

advertised benefits. In response to these complaints, companies typically reviewed the

agreement their customer agreed to and denied any wrongdoing.

64 CONSUMER FINANCIAL PROTECTION BUREAU

4.7 Vehicle loans or lease

The Bureau received approximately 9,500 vehicle loan or lease complaints in 2020. The Bureau

sent approximately 7,000 (or 74%) of these complaints to companies for review and response,

referred approximately 1,500 (or 16%) to other regulatory agencies, and found 9% to be

incomplete. As of February 1, 2021, 0.3% of vehicle loan or lease complaints were pending with

the consumer and 0.03% were pending with the Bureau (see Figure 47A, Routing Outcomes).

Some consumers submit complaints about vehicle dealerships. The Bureau generally does not

send vehicle loan or lease complaints to vehicle dealerships for response unless the dealer

retains motor vehicle installment sales contracts (often known as “buy here, pay here” dealers).

Companies responded to approximately 98% of vehicle loan or lease complaints sent to them for

review and response. Companies closed 86% of complaints with an explanation, 8% with non-

monetary relief, and 3% with monetary relief. Companies provided an administrative response

for 0.6% of complaints. As of February 1, 2021, 0.7% of complaints were pending review by the

company. Companies did not provide a timely response for 2% of complaints (see Figure 47B,

Company Responses).

FIGURE 47: VEHICLE LOAN OR LEASE COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

65 CONSUMER FINANCIAL PROTECTION BUREAU

The remainder of this analysis focuses only on those vehicle loan or lease complaints for which

the company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 95% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

Consumers who submit vehicle loan or lease complaints specify whether they are complaining

about a vehicle loan or lease. In 2020, consumers complained about vehicle loans more

frequently than vehicle leases (see Figure 48).

Americans owe more than $1.2 trillion in vehicle loan debt, making vehicle loans the third

largest consumer debt market in the United States behind mortgage and student loans.

FIGURE 48: VEHICLE LOAN OR LEASE COMPLAINTS BY TYPE AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers identify the issue that best describes the problem they experienced. For vehicle loan

or lease complaints, options include: getting a loan or lease; managing the loan or lease;

problems at the end of the loan or lease; problem with credit report or credit score; and,

struggling to pay loan. The most common issue was managing the loan or lease (see Figure

49).

See Board of Governors of the Federal Reserve System (FRB), Consumer Credit – G.19, Dec. 2020 (updated Feb. 5,

2021), available at https://www.federalreserve.gov/releases/g19/current/

. This market includes l oans for

passenger cars and other vehicles (e.g., minivans, sport-utility vehicles, pick up trucks for personal use), but

excludes loans for boats, motorcycles, and recreational vehicles.

1 square = 1%

Loan

Lease

5,700 (83%)

1,200 (17%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

66 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 49: VEHICLE LOAN OR LEASE COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Vehicle loan or lease complaint volume increased in 2020. Companies responded, on average, to

more than 570 vehicle loan or lease complaints per month (compared to a monthly average 450

complaints in 2019 and 470 complaints in 2018). Complaints about vehicle loans increased 22%

from the prior two years’ monthly average (see Figure 50).

FIGURE 50: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF VEHICLE LOAN OR LEASE COMPLAINTS

THAT MAKE UP 80% OF OVERALL PRODUCT VOLUME

The most common vehicle loan or lease complaint was about managing the loan or lease. In

2020, this issue increased 17% compared to the prior two years average (see Figure 51). In these

complaints, consumers often reported issues involving billing problems associated with their

vehicle loan. Consumers complained about automatic payments, problems incurred while

navigating lender websites and payment portals, and changes in payment due dates. Companies

responded by providing an account history and details of dates and times a customer service

1 square = 1%

Managing the loan or lease

Problems at the end of the loan or lease

Struggling to pay your loan

Problem with a credit report or credit score

Getting a loan or lease

2,300 (33%)

1,400 (21%)

1,200 (18%)

700 (10%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

67 CONSUMER FINANCIAL PROTECTION BUREAU

representative communicated with a consumer concerning a billing dispute and details of online

account usage.

FIGURE 51: MONTHLY COMPLAINT VOLUME FOR ISSUE(S) OF VEHICLE LOAN OR LEASE COMPLAINTS

THAT MAKE UP 80% OF OVERALL PRODUCT VOLUME

Problems at the end of the loan or lease continued to be a common issue identified by

consumers. For example, some consumers with vehicle loans complained they were unable to

receive their car title after their loan was paid off. Other consumers with vehicle leases often

reported difficulties when their lease came to an end—including, for example, problems with

excess mileage and damage or wear fees.

The COVID-19 pandemic created novel problems for some consumers at the end of their loan or

lease. For example, following the issuance of stay-at-home orders in many states, some

consumers with leases reported that they were unable to timely return their vehicle because of

temporary dealership closures. When responding to these complaints, some lenders provided

workout arrangements for consumers to return their vehicle or extended the term.

Consumers who reported issues about struggling to pay their loan increased slightly in 2020.

Shortly after the declaration of the national emergency, there was an increase in complaint

volume for this issue (see Figure 51). In these complaints, consumers often described that the

lender had denied their request to lower payments. Some consumers also reported that the

68 CONSUMER FINANCIAL PROTECTION BUREAU

lender was trying to repossess or disable their vehicle. Some consumers reported being unable

to make their regularly scheduled payment because they had experienced a loss of income due to

COVID-19. Consumers described contacting their lenders about their financial hardship and

were told they would receive repayment options; however, some of these requests were later

denied. In response to these complaints, some companies offered payment deferrals or stated

they were granting extensions on a month-to-month and account-by-account basis.

Customer service continued to be a concern in 2020. Consumers reported extensive hold times

before reaching a customer service representative. Consumers also described delays in lenders’

responses to inquiries and requests for alternative payment options. Companies often

responded that COVID-19 contributed to greater call volumes.

Consumers who complained about getting a vehicle loan or lease frequently reported problems

with changes in terms mid-deal or after closing. Some consumers also described issues with

confusing or misleading advertising or marketing. Companies generally responded to these

complaints by providing a copy of the loan contract or by noting that the consumer agreed to

terms outlined in their contract.

69 CONSUMER FINANCIAL PROTECTION BUREAU

4.8 Prepaid cards

The Bureau received approximately 8,500 prepaid card complaints in 2020. The Bureau sent

approximately 5,500 (or 64%) of these complaints to companies for review and response,

referred approximately 2,300 (or 27%) to other regulatory agencies, and found 9% to be

incomplete. As of February 1, 2021, 0.6% of prepaid card complaints were pending with the

consumer and 0.04% were pending with the Bureau (see Figure 52A, Routing Outcomes).

Companies responded to approximately 92% of prepaid card complaints sent to them for review

and response. Companies closed 64% of complaints with an explanation, 10% with monetary

relief, and 12% with non-monetary relief. Companies provided an administrative response for

2% of complaints. As of February 1, 2021, 4% of complaints were pending review by the

company. Companies did not provide a timely response for 8% of complaints (see Figure 52B,

Company Responses).

FIGURE 52: PREPAID CARD COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those prepaid card complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 92% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

70 CONSUMER FINANCIAL PROTECTION BUREAU

When submitting prepaid card complaints, consumers specify the type of product. Options

include: general-purpose prepaid card; gift card; government benefit card; payroll card; and,

student prepaid card. In 2020, government benefit cards were the most complained about

prepaid product type (see Figure 53).

FIGURE 53: PREPAID COMPLAINTS BY TYPE OF CARD AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For prepaid

card complaints, options include: advertising; problem getting a card or closing an account;

problem with a purchase or transfer; problem with overdraft; trouble using the card; and,

unexpected or other fees. The most common issue was problem getting a card or closing an

account (see Figure 54).

FIGURE 54: PREPAID COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Prepaid card complaint volume increased significantly in 2020. Companies responded, on

average, to approximately 390 prepaid card complaints per month (compared to a monthly

average of 150 complaints in 2019 and 110 complaints in 2018). Complaints about government

1 square = 1%

Government benefit card

General-purpose prepaid

card

Payroll card

Gift card

Student prepaid card

2,900 (63%)

1,500 (32%)

10 (0.1%)

100 (3%)

100 (2%)

Closed with explanation Closed with monetary relief

Closed with non-monetary relief

1 square = 1%

Problem getting a card or closing an account

Trouble using the card

Problem with a purchase or transfer

Unexpected or other fees

Advertising

Problem with overdraft

1,500 (33%)

1,400 (30%)

1,100 (24%)

500 (11%)

20 (0.5%)

100 (2%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

71 CONSUMER FINANCIAL PROTECTION BUREAU

benefit cards had the greatest change in volume, increasing 673% from the prior two years’

monthly average (see Figure 55). This increase was driven largely by legislative and

governmental responses to COVID-19. In particular, the CARES Act provided funds for

consumers through Economic Impact Payments and enhanced unemployment benefits, both of

which distributed money to many consumers through a prepaid debit card.

FIGURE 55: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF PREPAID CARD COMPLAINTS THAT MAKE

UP 80% OF OVERALL PRODUCT VOLUME

Consumers who received prepaid cards for their Economic Impact Payments reported problems

receiving their cards, including waiting weeks to receive their cards (see Figure 56). In some

instances, consumers who had not yet received their cards were advised that funds had been

added to their account, leaving them without access to funds at critical times. Companies

generally responded that consumers failed the identification verification process or did not

provide requested documentation, which delayed the processing of their card. Companies often

resolved this issue by expediting a new prepaid card to the consumer.

See e.g., Consumer Fin. Prot. Bureau, Economic Impact Payment (EIP) prepaid debit cards, available at

https://www.consumerfinance.gov/coronavirus/managing-your-finances/economi c-impact-payment-p repaid-

debit-cards/ (last accessed Feb. 12, 2020); see also Consumer Fin. Prot. Bureau, You have options for how to receive

your unemployment benefits (Jun 23, 2020), available at https://www.consumerfinance.gov/about-

us/blog/receive-your-unemployment-benefits-options/.

72 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 56: MONTHLY COMPLAINT VOLUME FOR ISSUE(S) OF PREPAID CARD COMPLAINTS THAT MAKE

UP 80% OF OVERALL PRODUCT VOLUME

Consumers complained of similar issues for receiving unemployment benefits via prepaid cards.

Like Economic Impact Payments, consumers complained about not receiving cards, problems

with card activation, loss of account access, and having difficulty getting replacement cards.

Many consumers also complained of having trouble using their prepaid cards. Consumers

experienced problems activating the card and were unaware of blocks and holds placed on the

card. Consumers described card purchases being declined because of insufficient available

balances, which often had been depleted because of various fees and unauthorized transactions.

Some consumers expressed concern that they could not access funds needed for living expenses.

Companies responded by closing compromised accounts, issuing new cards, and investigating

disputed claims. Companies also stated that account blocks, holds, and activation issues were

due to identity verification measures.

73 CONSUMER FINANCIAL PROTECTION BUREAU

4.9 Student loans

The Bureau received approximately 5,800 student loan complaints in 2020.

The Bureau sent

approximately 4,400 (or 76%) of these complaints to companies for review and response,

referred approximately 900 (or 15%) to other regulatory agencies, and found 9% to be

incomplete. As of February 1, 2021, 0.5% of student loan complaints were pending with the

consumer and 0.05% were pending with the Bureau (see Figure 57A, Routing Outcomes).

Companies responded to approximately 97% of student loan complaints sent to them for review

and response. Companies closed 84% of complaints with an explanation, 9% with non-monetary

relief, and 2% with monetary relief. Companies provided an administrative response for 0.6% of

complaints. As of February 1, 2021, 1% of complaints were pending review by the company.

Companies did not provide a timely response for 3% of complaints (see Figure 57B, Company

Responses).

FIGURE 57: STUDENT LOAN COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

Before consumers can submit student loan complaints to the Bureau, the Bureau’s complaint form requires them to

select the type of student loan. When consumers select federal student loan and an issue related to financial aid

eligibility or related to receiving money from a federal student loan, the Bureau directs consumers to the

Department of Education.

74 CONSUMER FINANCIAL PROTECTION BUREAU

The remainder of this analysis focuses only on those student loan complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 93% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

When submitting student loan complaints, consumers specify whether they are complaining

about a federal student loan or a private student loan. In 2020, consumers complained about

federal student loans more frequently than private student loans (see Figure 58).

Americans owe more than $1.7 trillion in student loan debt, making student loans the second

largest debt market in the United States.

This market is predominantly comprised of federal

student loans issued or guaranteed by the Department of Education (ED), which has more than

$1.5 trillion in outstanding loans across its Direct Loans, Federal Family Education Loans

(FFEL), and Perkins Loans portfolios.

FIGURE 58: STUDENT LOAN COMPLAINTS BY TYPE OF LOAN AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For student

loans, options include: dealing with a lender or servicer; getting a loan; problem with a credit

or consumer report; and, struggling to repay a loan.

The most common issue was dealing

with your lender or servicer (see Figure 59).

See Board of Governors of the Federal Reserve System (FRB), supra note 43.

See also Federal Student Aid Portfolio Summary (2020-Q4), available at

https://studentaid.gov/sites/default/files/fsawg/datacenter/library/PortfolioSummary.xls

(last accessed Feb. 12,

2021).

See supra note 45.

Closed with explanation Closed with monetary relief Closed with non-monetary relief

1 square = 1%

Federal student loan

Private student loan

2,800 (66%)

1,400 (34%)

75 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 59: STUDENT LOAN COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Student loan complaint volumes declined considerably in 2020 for both federal and private

student loans (see Figure 60). Companies responded, on average, to approximately 350 student

loan complaints per month (compared to a monthly average of 580 complaints in 2019 and 700

complaints in 2018). Though this overall decrease is not attributable to a single factor, the

response to the COVID-19 pandemic likely contributed significantly to its decrease since March

2020.

FIGURE 60: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF STUDENT LOAN COMPLAINTS THAT MAKE

UP 80% OF OVERALL PRODUCT VOLUME

Notable among these measures, the CARES Act provided relief for borrowers of federal loans

owned by ED. Included in the relief was an automatic suspension of principal payments and

interest accrual from March 13, 2020 through September 30, 2020. These measures have since

been extended several times via executive and administrative action to apply through much of

2021. In facilitation of these measures, most federally-held loans in post-grace status were

1 square = 1%

Closed with explanation

Closed with monetary relief

Closed with non-monetary relief

Dealing with your lender or servicer

Struggling to repay your loan

Problem with a credit report or credit score

Getting a loan

2,700 (65%)

800 (19%)

600 (14%)

100 (2%)

76 CONSUMER FINANCIAL PROTECTION BUREAU

automatically placed in administrative forbearance status and were being reported as current to

credit reporting agencies.

Borrowers with loans who did not qualify under the CARES Act were also provided a variety of

short-term relief measures by their lenders and servicers. These measures included forbearance,

temporary payment reductions, interest rate reductions, and the waiving of late fees and

penalties. Most of these loans, however, have continued to accrue interest.

Despite the pandemic and its effects on the student loan market, the composition of issues in

student loan complaints in 2020 was similar to the composition in 2019. Borrowers continued

to submit federal student loan complaints to the Bureau at twice the rate of private student loan

complaints, and approximately two-thirds of borrowers continued to identify dealing with their

lender or servicer as the issue that best describes their problem. In complaints about servicing

issues, however, 2020 saw an increase in borrowers requesting information about their loan

balance and terms.

In these complaints, both federal and private student loan borrowers demonstrated confusion

over what pandemic relief measures were available to them and how they would affect the terms

of their loan repayment. The prevalence of complaints around the applicability of pandemic

relief measures may be explained, in part, due to the limitations on what types of federal student

loans qualify for relief pursuant to the CARES Act.

As the CARES Act applies only to federal loans that are ED-owned, FFEL loans owned by

commercial lenders, Perkins loans owned by schools, and private student loans owned by states

or state affiliated agencies, banks, credit unions, schools, or other private entities do not qualify

for its relief measures.

Federal student loan borrowers with non-ED-owned loans complained that their loan servicers

were not providing them with the relief they believed were entitled to by the CARES Act. These

borrowers reported frustration over the continued accrual of interest on their loans and the

limitation and expiration of forbearance options available to them. Some of these borrowers

complained that their loans entered delinquent status as they stopped making payments under

the incorrect assumption that their loans qualified for CARES Act relief. In response, many

servicers stated that only student loans that are ED-owned were qualified for such relief

measures. Some servicers also highlighted that they that offered short term forbearance to

qualified borrowers with non-ED owned loans.

Private student loan borrowers also expressed confusion and frustration over what relief

measures were available to them. Often referencing personal hardships stemming from the

pandemic and its effects on their ability to repay their loans, borrowers reported that they were

seeking changes to the terms of their loans and alternative ways to postpone or lower monthly

77 CONSUMER FINANCIAL PROTECTION BUREAU

payments. Some borrowers reported having exhausted pandemic related short-term

forbearances that had been made available to them by their servicers. Servicers responded by

noting the borrowers’ ineligibility for additional relief measures and that the loan terms signed

and agreed to by the borrower were to be upheld.

Exacerbating the confusion around pandemic relief were the difficulties borrowers had with

communicating with their servicers. Borrowers reported being unable to reach customer service

representatives to talk with their servicers about their issues. Some borrowers reported hold

times of several hours on the phone or waiting months for a response to an inquiry. For those

who were pursuing payment options, some described no methods other than phone to access

potential options. Servicers would often respond by apologizing for not responding in a timely

manner and by addressing the issue that borrowers noted.

Despite changes onset by the pandemic, federal borrowers continued to report difficulty in

enrolling and recertifying their income driven repayment (IDR) plans. To take advantage of IDR

payment plans, borrowers need to complete an application based on their income. These

applications typically ask for information about a borrower’s annual income, family size, and

outstanding federal student loan debt and can be completed free of charge. These plans can

result in affordable monthly payments with some borrowers paying as little as $0 per month.

The use of these IDR plans, such as Income-Based, Income-Contingent, Pay As You Earn

(PAYE), and Revised Pay As You Earn (REPAYE), have continued to increase in popularity in

2020.

In complaints about IDR payment plans, borrowers described submitting their applications and

recertifications, but not receiving approval due to missing information. This missing

information was often related to the borrower’s or their spouse’s income. Some borrowers

reported that IDR plans and related paperwork were confusing and that they had difficulty

reaching the servicer for more information. Indeed, some borrower complained that it took

weeks or even months for their servicers to process their IDR documentation.

Notable for 2020, some borrowers reported that they were incorrectly notified by their servicer

to recertify their IDR plans, despite the extension of IDR recertification deadlines to until after

the end of the COVID emergency relief period. Some of these borrowers complained that

unnecessarily going through with the recertification process resulted in higher calculated IDR

payments. Servicers responded with apologies for providing inaccurate information, and some

See Federal Student Aid Portfolio by Repayment Plan, available at

https://studentaid.gov/sites/default/files/fsawg/datacenter/library/DLPortfoliobyRepaymentPlan.xls

(l a st

accessed Feb. 17, 2021).

78 CONSUMER FINANCIAL PROTECTION BUREAU

servicers adjusted the IDR payments back to the income information borrowers provided in

2019.

Federal student loan borrowers also continued to submit complaints about the Public Service

Loan Forgiveness (PSLF) program in 2020. In their complaints to the Bureau, borrowers

reported that their servicers were inaccurately calculating the number of qualifying payments

and that requests for servicer review of qualifying payments were not timely addressed.

Although the CARES Act instructs servicers to treat suspended payments as qualifying payments

for the purposes of PSLF, some borrowers reported their servicers had not accurately counted

their suspended payments. Servicers responded by apologizing for the inconvenience and

correcting the payment counts. Some recently unemployed student loan borrowers submitted

complaints expressing concern that because they have been laid off from their public service

employer, their suspended payments will not count towards their 120-payment requirement. In

response to these complaints, student loan servicers stated that they will follow the guidance

issued by ED.

79 CONSUMER FINANCIAL PROTECTION BUREAU

4.10 Personal loans

The Bureau received approximately 4,700 personal loan complaints in 2020. The Bureau sent

approximately 3,000 (or 63%) of these complaints to companies for review and response,

referred approximately 1,300 (or 27%) to other regulatory agencies, and found 10% to be

incomplete. As of February 1, 2021, 0.3% of personal loan complaints were pending with the

consumer and 0.04% were pending with the Bureau (see Figure 61A, Routing Outcomes).

Companies responded to approximately 94% of personal loan complaints sent to them for

review and response. Companies closed 80% of complaints with an explanation, 6% with non-

monetary relief, and 5% with monetary relief. Companies provided an administrative response

for 2% of complaints. As of February 1, 2021, 1% of complaints were pending review by the

company. Companies did not provide a timely response for 6% of complaints (see Figure 61B,

Company Responses).

FIGURE 61: PERSONAL LOAN COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those personal loan complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 93% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

80 CONSUMER FINANCIAL PROTECTION BUREAU

When submitting personal loan complaints, consumers specify whether they obtained the loan

online or at a store (in person). In 2020, consumers complained about personal loans obtained

online more than personal loans obtained at a store (see Figure 62).

FIGURE 62: PERSONAL LOAN COMPLAINTS BY LOAN SOURCE AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

When submitting personal loan complaints, consumers specify the type of product. Options

include: installment loan, personal line of credit, or pawn loan. In 2020, installment loans were

the most complained about type of personal loan product (see Figure 63).

FIGURE 63: PERSONAL LOAN COMPLAINTS BY TYPE AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For

personal loan complaints, options are: can't contact lender or servicer; charged unexpected fee

or interest; credit limit changed; getting the loan; getting a line of credit; problem with a credit

report or score; problem with additional add-on product or services; problem with cash

advance; problem with the payoff process at the end of the loan; problem when making

payments; and, struggling to pay loan. The most common issue was charged fees or interest

you didn’t expect (see Figure 64).

1 square = 1%

Closed with explanation Closed with monetary relief Closed with non-monetary relief

Online

In person or at a store

Not stated

1,100 (42%)

900 (34%)

700 (25%)

1 square = 1%

Installment loan

Personal line of credit

Pawn loan

1,700 (64%)

1,000 (36%)

10 (0.3%)

Closed with explanation Closed with monetary relief

Closed with non-monetary relief

81 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 64: PERSONAL LOAN COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Personal loan complaint volume remained relatively steady in 2020. The loan products

consumers complained about varied and appeared to have been obtained for a range of purposes

(e.g., unexpected expenses, debt consolidation, home improvement expenses, financing of other

goods and services). Based on consumers’ descriptions in their complaints, some lenders appear

to be marketing new products aimed at assisting borrowers with financial problems they

encounter as a result of the COVID-19 pandemic.

Complaints about being charged unexpected fees remains the most frequently reported issue in

2020. In these complaints, consumers often expressed surprise to find excessive amounts of fees

and interest assessed on their loans, with some rates exceeding several hundred percent.

Consumers often questioned the legitimacy of these interest rates, late fees, and additional

finance charges assessed to their loan accounts, and accused companies of taking advantage of

customers. Consumers stated lenders rejected requests for rate reductions, making it more

difficult to reduce loan balances and payoff loans. In response to these complaints, companies

typically referenced contractual agreements, which they stated clearly disclosed loan terms that

were acknowledged and agreed to by consumers.

1 square = 1%

Closed with explanation Closed with monetary relief

Closed with non-monetary relief

Charged fees or interest you didn't expect

Problem when making payments

Problem with a credit report or credit score

Struggling to pay your loan

Getting the loan

Problem with the payoff process at the end of the loan

Getting a line of credit

Problem with additional add-on products or services

Credit limit changed

Problem with cash advance

Property was sold

Can't contact lender or servicer

Property was damaged or destroyed property

Received a loan you didn't apply for

600 (22%)

500 (18%)

300 (12%)

300 (11%)

300 (10%)

200 (8%)

100 (5%)

2 (0.1%)

40 (2%)

30 (1%)

1 (0%)

82 CONSUMER FINANCIAL PROTECTION BUREAU

Consumers raised issues about how companies furnished loan information to credit reporting

agencies. Consumers complained that although payments were made timely, loan companies

reported erroneous delinquency and incorrect account statuses, which negatively affected their

credit histories and credit scores. In response to these complaints, companies generally

investigated the consumer disputes and reported that information was reported accurately.

Notable in 2020, consumers reported difficulty in obtaining loans because of more stringent

lending standards and due to recent unemployment. Consumers often questioned lender

decisions to deny credit and some consumers stated lenders unfairly denied credit for prohibited

or erroneous reasons. Consumers reported being denied for a failure to present identification or

income verification, despite their statements that they provided those documents directly to the

lender. Additionally, consumers expressed confusion about receiving pre-approved and pre-

screened solicitations for loans and credit lines that were ultimately denied. In response, lenders

generally provided information on the application received from the consumer along with any

reasons for granting or denying the loan.

83 CONSUMER FINANCIAL PROTECTION BUREAU

4.11 Payday loans

The Bureau received approximately 1,600 payday loan complaints in 2020. The Bureau sent

approximately 1,000 (or 61%) of these complaints to companies for review and response,

referred approximately 500 (or 30%) to other regulatory agencies, and found 8% to be

incomplete. As of February 1, 2021, 0.6% of payday loan complaints were pending with the

consumer and 0.06% were pending with the Bureau (see Figure 65A, Routing Outcome).

Companies responded to approximately 91% of payday loan complaints sent to them for review

and response. Companies closed 83% of complaints with an explanation, 1% with monetary

relief, and 1% with non-monetary relief. Companies provided an administrative response for 5%

of complaints. As of February 1, 2021, 0.2% of complaints were pending review by the company.

Companies did not provide a timely response for 9% of complaints (see Figure 65B, Company

Responses).

FIGURE 65: PAYDAY LOAN COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those payday loan complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 86% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

84 CONSUMER FINANCIAL PROTECTION BUREAU

When submitting payday loan complaints, consumers specify whether they obtained the loan

online or at a store (in person). In 2020, consumers complained about payday loans obtained

online more than payday loans obtained at a store (see Figure 66).

FIGURE 66: PAYDAY LOAN COMPLAINTS BY LOAN SOURCE AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers also identify the issue that best describes the problem they experienced. For payday

loan complaints, options include: cannot contact lender or servicer; cannot stop withdrawals

from bank account; charged unexpected fees or interest; loan payment was not credited to

account; money was taken from bank account on the wrong day or for the wrong amount;

problem with a credit report or credit score; problem with the payoff process at the end of the

loan; received a loan consumer did not apply for; struggling to pay loan; and, was approved

for a loan, but didn't receive the money. The most common issue was charged fees or interest

you didn’t expect (see Figure 67).

1 square = 1%

Closed with explanation Closed with monetary relief Closed with non-monetary relief

Online

In person or at a store

Not stated

500 (60%)

200 (27%)

100 (13%)

85 CONSUMER FINANCIAL PROTECTION BUREAU

FIGURE 67: PAYDAY LOAN COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Payday loan complaint volume decreased significantly in 2020. Companies responded, on

average, to approximately 70 complaints per month (compared to approximately 90 in 2019 and

110 in 2018) (see Figure 68).

FIGURE 68: MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF PAYDAY LOAN COMPLAINTS THAT MAKE UP

80% OF OVERALL PRODUCT VOLUME

1 square = 1%

Charged fees or interest you didn't expect

Struggling to pay your loan

Can't contact lender or servicer

Received a loan you didn't apply for

Problem with a credit report or credit score

Problem with the payoff process at the end of the loan

Can't stop withdrawals from your bank account

Loan payment wasn't credited to your account

Money was taken from your bank account on the wrong

day or for the wrong amount

Was approved for a loan, but didn't receive the money

200 (28%)

200 (21%)

100 (11%)

100 (8%)

100 (7%)

50 (6%)

40 (4%)

30 (4%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

86 CONSUMER FINANCIAL PROTECTION BUREAU

Complaints about being charged unexpected fees remains the most frequently reported issue in

2020. In these complaints, consumers often expressed concern about the high interest rates or

fees associated with their loan. Some indicated that the rates or fees were known in advance and

they took the loan expecting to be able to repay it timely. Often these consumers stated that

subsequent circumstances—such as the loss of employment, medical issues, or effects of COVID-

19—prevented them from paying the loan in full and perpetuated the debt. Other consumers

stated that the interest rate and fees were not disclosed until after the loan was obtained. Some

expressed concern that the interest rates charged exceeded their state’s maximum rate for

lending and questioned its legality.

Consumers sometimes requested help from lenders, such as forgiveness for the debt, waiving of

a finance charge, or a settlement for less than the full amount owed. Some loans in this category

do not appear to be single payment loans but rather small dollar loans with high interest rates

and biweekly payments. Consumers with those types of loans expressed concern that most of the

payment was applied to the interest.

Consumers complained about collection efforts made by companies. Concerns included frequent

calls, contact with family and friends, and calls to the borrower’s employer. Consumers

expressed concern that such contact could adversely affect them, and some characterized the

contact as embarrassing or harassing. Many consumers sought additional time to pay,

restructuring to more reasonable repayment amounts, or the cessation of collection efforts

entirely.

Consumers also submitted complaints about the difficulties they encountered when attempting

to revoke previously authorized payments. Some consumers stated requests were not answered

or acknowledged, requests were not implemented, or incorrect information was provided. Some

consumers who revoked their Automated Clearing House (ACH) authorization complained that

the company negotiated a check or used a debit card to obtain payment. Some consumers who

made alternate payment arrangements or informed the company that they could not afford to

pay did not realize that they needed to revoke their authorization formally.

87 CONSUMER FINANCIAL PROTECTION BUREAU

4.12 Credit repair

The Bureau received approximately 1,000 credit repair complaints in 2020. The Bureau sent

approximately 500 (or 51%) of these complaints to companies for review and response, referred

approximately 350 (or 35%) to other regulatory agencies, and found approximately 130 (or 13%)

to be incomplete. As of February 1, 2021, 1.1% of credit repair complaints were pending with the

consumer and 0.1% were pending with the Bureau (see Figure 69A, Routing Outcomes).

Companies responded to approximately 94% of credit repair complaints sent to them for review

and response. Companies closed 80% of complaints with an explanation, 6% with monetary

relief, and 5% with non-monetary relief. Companies provided an administrative response for 2%

of complaints. As of February 1, 2021, 0.4% of complaints were pending review by the company.

Companies did not provide a timely response for 6% of complaints (see Figure 69B, Company

Responses).

FIGURE 69: CREDIT REPAIR COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those credit repair complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 85% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

88 CONSUMER FINANCIAL PROTECTION BUREAU

Consumers identify the issue that best describes the problem they experienced. For credit repair

complaints, options include: confusing or misleading advertising or marketing; confusing or

missing disclosures; excessive fees; fraud or scam; problem with customer service; and,

unexpected or other fees. The most common issue was fraud or scam (see Figure 70).

FIGURE 70: CREDIT REPAIR COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Consumers do not appear to readily distinguish between the large numbers of different products

that purport to help them with their credit reports and scores. These services include traditional

credit repair services, credit monitoring services, debt settlement services, and new products

that are marketed towards improving consumers’ credit scores (e.g., Experian Boost or

UltraFICO). From complaints, many consumers appear to turn to these services after they learn

about low credit scores or inaccurate items on their credit report. And across all of these

products, consumers frequently mention a disconnect between how the product appeared in

marketing materials and the results that they ultimately received after purchasing the product or

service. Another common issue involves difficulty consumers encountered cancelling both credit

monitoring and credit repair services. Frequently consumers complained that charges were

made to their credit card or bank account after cancellation.

For complaints submitted about credit repair companies, consumers frequently claim that they

did not receive promised benefits, that services were substandard, or that services were not

provided. Consumers also raised issues about aggressive sales tactics and frequent

telemarketing calls.

1 square = 1%

Fraud or scam

Problem with customer service

Confusing or misleading advertising or marketing

Unexpected or other fees

Confusing or missing disclosures

Excessive fees

200 (35%)

100 (23%)

100 (17%)

40 (10%)

40 (8%)

30 (7%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

89 CONSUMER FINANCIAL PROTECTION BUREAU

4.13 Title loans

The Bureau received approximately 600 title loan complaints in 2020. The Bureau sent

approximately 390 (or 70%) of these complaints to companies for review and response, referred

approximately 130 (or 22%) to other regulatory agencies, and found 8% to be incomplete. As of

February 1, 2021, 0.4% of title loan complaints were pending with the consumer and 0% were

pending with the Bureau (see Figure 71A, Routing Outcomes).

Companies responded to approximately 94% of title loan complaints sent to them for review and

response. Companies closed 82% of complaints with an explanation, 6% with non-monetary

relief, and 4% with monetary relief. Companies provided an administrative response for 2% of

complaints. As of February 1, 2021, 0.8% of complaints were pending review by the company.

Companies did not provide a timely response for 5% of complaints (see Figure 71B, Company

Responses).

FIGURE 71: TITLE LOAN COMPLAINTS BY OUTCOMES

A. Routing Outcomes B. Company Responses

The remainder of this analysis focuses only on those title loan complaints for which the

company confirmed a commercial relationship with the consumer and responded with an

explanation or relief (i.e., complaints closed with explanation, closed with non-monetary relief,

and closed with monetary relief). In 92% of these complaints, consumers reported first

attempting to resolve their issue with the company before submitting a complaint to the Bureau.

90 CONSUMER FINANCIAL PROTECTION BUREAU

When submitting title loan complaints, consumers identify the issue that best describes the

problem they experienced. For title loans, options include: cannot contact lender or servicer;

cannot stop withdrawals from bank account; charged unexpected fees or interest; loan

payment was not credited to account; money was taken from bank account on the wrong day

or for the wrong amount; problem with a credit or consumer report; problem with the payoff

process at the end of the loan; received a loan consumer did not apply for; struggling to pay

loan; vehicle was damaged or destroyed the vehicle; vehicle was repossessed or sold the

vehicle; and, was approved for a loan, but did not receive money. The most common issue was

struggling to pay your loan (see Figure 72).

FIGURE 72: TITLE LOAN COMPLAINTS BY ISSUES AND OUTCOMES

Complaints closed with explanation or relief in 2020 Company responses

Struggling to pay has been a common issue in title loan complaints for several years. In these

complaints, consumers often describe being in difficult financial circumstances and turning to

title loans to meet everyday expenses. This year, consumers described the increased economic

difficulties caused by COVID-19. Some consumers reported proactively notifying their lenders of

their inability to make payments. Despite these efforts, however, consumers described receiving

multiple collection calls about past due loan payments and attempts to bring the account

current. Other consumers reported being denied alternative repayment assistance. Some

companies responded that temporary reduced payment plans were created and offered to

consumers requesting assistance. They also stated that collection calls were discontinued after

receiving consumers’ requests.

1 square = 1%

Struggling to pay your loan

Charged fees or interest you didn't expect

Problem with the payoff process at the end of the

loan

Vehicle was repossessed or sold the vehicle

Can't contact lender or servicer

Loan payment wasn't credited to your account

Received a loan you didn't apply for

Money was taken from your bank account on the

wrong day or for the wrong amount

Problem with a credit report or credit score

Vehicle was damaged or destroyed the vehicle

Was approved for a loan, but didn't receive money

100 (23%)

100 (21%)

100 (20%)

40 (11%)

40 (10%)

10 (4%)

10 (3%)

10 (2%)

Closed with explanation Closed with monetary relief Closed with non-monetary relief

91 CONSUMER FINANCIAL PROTECTION BUREAU

In 2020, consumers continued to report submitting monthly payments on their title loans, but

never making progress in decreasing the principal balance because of interest rates they

described as excessive. These consumers claimed that lenders were taking advantage of their

customers. Generally, companies stated that consumers agreed to the contractual terms

disclosed and outlined in their contractual agreements. Some companies also explained that the

consumers’ loans were simple interest loans requiring timely monthly payments.

92 CONSUMER FINANCIAL PROTECTION BUREAU

5. Conclusion

In 2020, Consumer Response continued to deliver on its statutory obligations while assessing

complaints for accuracy, completeness, and timeliness. This work coincided with two unique

challenges. The COVID-19 Pandemic not only impacted the financial marketplace, but also the

Bureau and its staff, who adjusted their operations to meet the public’s need. Meanwhile,

Consumer Response recorded record complaint volume, averaging 45,200 complaints per

month in 2020 compared to 29,300 per month in 2019. Complaints remain a valuable tool in

understanding trends in the marketplace.

93 CONSUMER FINANCIAL PROTECTION BUREAU

Appendix

TABLE 2: TOTAL COMPLAINTS BY CONSUMER’S LOCATION AND PRODUCT IN 2020

Consumer’s

Location

Checking or savings

Credit card

Credit or consumer

reporting

Credit repair

Debt collection

Money transfer or

service, virtual currency

Mortgage

Payday loan

Personal loan

Prepaid card

Student loan

Title loan

Vehicle loan or lease

Grand Total

Alabama

279

306

9,166

1,376

141

256

141

119

12,001

Alaska

265

515

American Samoa

Arizona

650

740

3,629

1,603

241

698

146

112

239

8,240

Arkansas

137

173

6,848

667

126

105

8,254

California

3,999

5,249

36,727

141

9,688

1,542

4,502

139

626

1,039

634

101

1,098

65,532

Colorado

410

636

2,250

1,022

188

600

237

106

138

5,712

Connecticut

439

402

1,816

561

150

438

119

4,115

Delaware

145

193

1,325

449

140

2,452

District of Columbia

188

183

1,131

258

181

2,169

Federated

Micronesia

Florida

2,603

3,398

46,069

7,971

928

2,845

107

405

413

379

1,004

66,290

Georgia

1,210

1,262

20,872

5,584

497

1,324

220

458

235

511

32,305

Guam

Hawaii

157

532

188

1,139

Idaho

389

186

107

954

94 CONSUMER FINANCIAL PROTECTION BUREAU

Consumer’s

Location

Checking or savings

Credit card

Credit or consumer

reporting

Credit repair

Debt collection

Money transfer or

service, virtual currency

Mortgage

Payday loan

Personal loan

Prepaid card

Student loan

Title loan

Vehicle loan or lease

Grand Total

Illinois

1,356

1,253

10,046

2,426

455

904

150

207

205

286

17,408

Indiana

379

330

2,293

814

192

334

103

4,754

Iowa

110

126

558

293

115

1,413

Kansas

116

215

630

381

115

1,658

Kentucky

216

209

1,167

592

141

159

2,743

Louisiana

262

248

6,070

1,440

110

259

142

113

8,819

Maine

190

138

674

Maryland

757

837

6,671

1,745

332

1,049

125

142

167

230

12,133

Massachusetts

545

1,207

4,136

2,189

258

598

138

176

273

9,620

Michigan

607

793

4,815

1,719

315

592

102

190

142

203

9,550

Minnesota

306

456

1,805

766

102

304

4,108

Mississippi

160

154

2,765

516

100

4,035

Missouri

355

349

3,390

1,325

154

304

162

126

6,394

Montana

183

142

551

Nebraska

103

353

218

931

Nevada

403

473

4,696

1,276

163

351

160

130

7,830

New Hampshire

107

247

173

116

841

New Jersey

1,032

1,474

9,766

2,453

451

1,261

122

173

179

342

17,332

New Mexico

116

114

469

296

131

1,341

New York

2,323

3,163

21,915

4,538

795

1,500

213

331

382

504

35,781

North Carolina

744

867

9,049

2,219

347

887

139

133

160

293

14,933

95 CONSUMER FINANCIAL PROTECTION BUREAU

Consumer’s

Location

Checking or savings

Credit card

Credit or consumer

reporting

Credit repair

Debt collection

Money transfer or

service, virtual currency

Mortgage

Payday loan

Personal loan

Prepaid card

Student loan

Title loan

Vehicle loan or lease

Grand Total

North Dakota

127

309

Northern Mariana

Islands

Ohio

877

1,001

6,491

2,310

406

599

108

315

218

265

12,714

Oklahoma

136

206

1,012

714

200

142

2,672

Oregon

282

406

909

570

330

101

2,905

Pennsylvania

1,357

1,277

17,993

2,529

662

963

124

507

217

294

26,042

Puerto Rico

984

143

1,415

Rhode Island

433

238

100

1,077

South Carolina

327

380

5,820

1,364

126

408

168

8,905

South Dakota

111

346

Tennessee

425

444

9,334

1,506

146

410

123

181

106

164

12,912

Texas

1,942

2,495

36,813

10,665

802

1,981

192

416

479

431

823

57,195

U.S. Armed Forces

- Americas

U.S. Armed Forces

- Europe

109

U.S. Armed Forces

- Middle East

U.S. Armed Forces

- Pacific

United States Minor

Outlying Islands

Unspecified

2,347

1,644

4,688

2,222

1,517

1,471

139

335

1,118

339

501

16,455

US Virgin Islands

Utah

105

213

2,375

476

180

3,582

96 CONSUMER FINANCIAL PROTECTION BUREAU

Consumer’s

Location

Checking or savings

Credit card

Credit or consumer

reporting

Credit repair

Debt collection

Money transfer or

service, virtual currency

Mortgage

Payday loan

Personal loan

Prepaid card

Student loan

Title loan

Vehicle loan or lease

Grand Total

Vermont

314

Virginia

770

922

5,475

2,145

348

894

155

178

171

287

11,441

Washington

588

662

2,565

1,284

212

620

139

135

127

6,488

West Virginia

240

146

725

Wisconsin

254

371

1,361

741

103

305

3,499

Wyoming

134

347

Grand Total

30,014

35,906

319,343

968

82,731

12,844

29,389

1,638

4,726

8,528

5,828

564

9,458

542,271

Total column includes approximately 300 complaints where no specific consumer financial product was selected by consumers.