Consumer Complaint Data: December 31, 2012

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through December 31, 2012. Cases involving federal savings associations filed after July 21, 2011 are included in this data.

Cases Received from Consumers - Chart 1 shows the total number of cases received by the Customer Assistance Group and a breakdown by case type for five time periods. Some cases are simple inquiries; others are complaints. An inquiry is a request for general information. A complaint is a written expression of dissatisfaction. An appeal is a rebuttal of CAG’s decision to the consumer’s written complaint.

Complaints by Major Product - Chart 2 shows the distribution of complaints by the major products offered by most national banks and federal savings associations. Historically, complaints about credit card accounts were the number one product generating complaints. This trend changed in 2010 and mortgages became the number one product generating complaints. Mortgages continued to represent the largest volume of complaints received by CAG in 2012.

Reimbursements to Customers of National Banks and Federal Savings Associations - Chart 3 shows the total volume of funds that customers of national banks and federal savings associations have been reimbursed over five time periods. Reimbursements involving cases filed with the OCC against federal savings associations are included in the data for 2011 and forward. The reimbursements occurred as a result of the consumer filing a complaint with the OCC’s Customer Assistance Group.

Reimbursement Distribution by Complaint Volume - Chart 4 shows that of the total number of cases receiving reimbursement, 47% received an amount of $200 or less; 36% received an amount between $201 and $1,000; 15% received an amount between $1,001 and $10,000; and 2% received an amount greater than $10,001.

Reimbursement Distribution by Dollar Volume - Chart 5 shows reimbursement as a percentage of total reimbursement dollars for complaints closed during 2012. For example, cases involving reimbursement of less than $200 represented only 2% of the total dollars reimbursed.

Reimbursement by Complaint Type - Chart 6 shows reimbursements by bank product. For example, credit card complaints represented 54% of all closed complaints with reimbursements during 2012.

Note: The 2011 data was impacted by the Dodd - Frank legislation. Beginning July 21, 2011, the OCC began referring credit card complaints against financial institutions with total assets greater than $10 billion to the Consumer Financial Protection Bureau (CFPB). Additionally, the CFPB began taking mortgage complaints against this same group of institutions December 1, 2011. The 2012 data is further impacted because the CFPB began taking complaints about deposits and other products on March 1, 2012.

 
Consumer Complaint Data 2012 Chart 1


 
Consumer Complaint Data 2012 Chart 1

Complaints by Major Product20112012
 Volume
% of Total
Volume% of Total
Credit Card10,15811.67%  4,4457.42%
Checking Account13,45115.46%  8,28613.83%
Mortgage43,08049.50%31,92953.29%
Consumer Loans  1,4451.66%     8501.42%
Time Deposit  1,0621.22%  1,1321.89%
Other17,83120.49%13,27622.16%
Total87,027100%59,918100%


 
Consumer Complaint Data 2012 Chart 3


 
Consumer Complaint Data 2012 Chart 4

Reimbursement Distribution by Complaint Volume20112012
Dollar RangeNumber of Cases
%
Number of Cases%
$ 0 - $200
3,112
55%
250
47%
$201 - $1,000
1,637
29%
189
36%
$1,001 - $10,000
777
14%
78
15%
$10,001 - $50,000
89
2%
11
2%
Over $50,000
22
0%
2
0%
Total
5,637
100%
530
100%


 
Consumer Complaint Data 2012 Chart 5

Reimbursement Distribution by Dollar Amount20112012
Dollar RangeReimbursement Amount
%
Reimbursement Amount%
$ 0 - $200$232,6283.00%$19,5712.34%
$201 - $1,000$757,3729.85%$85,04410.18%
$1,001 - $10,000$2,176,16428.30%$243,63329.17%
$10,001 - $50,000$1,727,49122.47%$238,35228.54%
Over $50,000 $2,795,74736.36%$248,56029.76%
Total$7,689,40299.975%$835,160100%


 
Consumer Complaint Data 2012 Chart 6

Reimbursement by Complaint Type20112012
Complaint Type/Product 
%
 %
Credit Card
2,156
38.25%
19
3.58%
Checking Account
1,944
34.49%
289
54.53%
Mortgage/Home Equity Loan/HELOC1,03718.40%15028.30%
Savings Account641.14%101.89%
Consumer Loan
44
0.78%
4
0.75%
Other
392
6.95%
58
10.94%
Total
5,637
100.00%
530
100%

Customer Assistance Group
Phone: (800) 613-6743
TDD Number: (713) 658-0340
TTY: (800) 877-8339 (via a relay service)