Consumer Complaint Data: December 31, 2013

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through December 31, 2013. 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 2013.

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, 57% received an amount of $200 or less; 30% received an amount between $201 and $1,000; 11% 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 2013. 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 53% of all closed complaints with reimbursements during 2013.

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 2013 Chart 1  

Cases Received from Consumers
YearInquiriesComplaintsAppeals 
200990,10972,0470162,156
201085,40777,6410163,048
201147,57587,0273,991138,593
201233,18959,9182,21695,323
201330,46539,2351,71971,419
Total Cases286,745335,8687,926 

 

  Consumer Complaint Data 2013 Chart 2  

 

 

Complaints by Major Product20122013
 Volume
% of Total
Volume% of Total
Credit Card4,4458%2,8077%
Checking Account8,28614%5,84515%
Mortgage31,92953%17,23844%
Consumer Loans8501%5011%
Time Deposit1,1322%4671%
Other13,27622%12,36932%
Total59,918100%39,227100%

 

  Consumer Complaint Data 2013 Chart 3  

Reimbursements to Customers of National Banks
YearTotal Compensation 
2009$9,240,043
2010$15,867,822
2011$7,689,402
2012$835,159
2013$2,765,042
Total$36,397,468

 

 

  Consumer Complaint Data 2013 Chart 4  
 
 

Reimbursement Distribution by Complaint Volume20122013
Dollar RangeNumber of Cases
%
Number of Cases%
$ 0 - $200
250
47%
1,000
57%
$201 - $1,000
189
36%
530
30%
$1,001 - $10,000
78
15%
192
11%
$10,001 - $50,000
11
2%
28
1%
Over $50,000
2
0%
11
1%
Total
530
100%
1,761
100%

 

  Consumer Complaint Data 2013 Chart 5  
 

Reimbursement Distribution by Dollar Amount20122013
Dollar RangeReimbursement Amount
%
Reimbursement Amount%
$ 0 - $200$19,5712%$72,5512%
$201 - $1,000$85,04410%$235,6669%
$1,001 - $10,000$243,63329%$635,49423%
$10,001 - $50,000$238,35229%$569,69921%
Over $50,000$248,56030%$1,251,63245%
Total$835,160100%$2,765,042100%


 

  Consumer Complaint Data 2013 Chart 6  

Reimbursement by Complaint Type20122013
Complaint Type/Product 
%
 %
Credit Card
19
4%
161
9%
Checking Account
289
55%
928
53%
Mortgage/Home Equity Loan/HELOC15028%25715%
Savings Account102%402%
Consumer Loan
4
1%
27
1%
Other
58
11%
348
20%
Total
530
100%
1,761
100%

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