Consumer Complaint Data: December 31, 2015

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through December 31, 2015.

Cases Received from Consumers - Chart 1 shows the total number of cases received by the Customer Assistance Group and a breakdown by case type. Some cases are simple inquiries; others are complaints. An inquiry is the result of a consumer calling the CAG Tier 1 Call Center. 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. Approximately half of the complaints in the Other category were referred to the appropriate regulatory agency.

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.

Cases Received from Consumers- Chart 1

Cases Received from Consumers
Year Inquiries Complaints Appeals Total Cases
2011 87,027 47,575 3,991 136,613
2012 59,918 33,189 2,216 95,119
2013 39,235 30,465 1,719 71,713
2014 25,640 22,135 2,840 49,789
2015 22,498 19,416 1,016 43,929

Complaints by Major Product - Chart 2

Complaints by Major Product
  CY 2011 CY 2012 CY 2013 CY 2014 CY 2015
Credit Card 10,158 4,445 2,087 2,735 3,060
Checking Account 13,451 8,286 5,845 5,467 5,050
Mortgage 43,080 31,929 17,238 7,083 5,384
Consumer Loans 1,445 850 501 451 405
Time Deposits 1,062 1,132 467 481 409
Other 17,831 13,276 12,369 9,419 8,190
Total 87,027 59,918 38,507 25,636 22,498

Reimbursements to Customer of National Banks and Federal Savings Institutions - Chart 3

Reimbursements to Customer of National Banks and Federal Savings Institutions
Year Total Compensation
2011 $7,689,402
2012 $835,159
2013 $2,765,042
2014 $6,871,541
2015 $3,339,701
Total $21,500,845