Customer Assistance Information from 2007
This section is a summary of cases filed with the OCC's Customer Assistance Group in 2007.
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 a five year period. Some cases are simple inquiries; others are complaints. An inquiry is a request for general information or an oral expression of dissatisfaction. A complaint is a signed, written expression of dissatisfaction.
Complaints by Major Product – Chart 2 shows the distribution of complaints by the major products offered by most national banks. Historically, complaints about credit card accounts have been the number one product generating complaints for the past five years.
Complaints by Credit Card Issues – Chart 3 shows the distribution of complaints by laws, regulations, and other issues related to credit card accounts. The majority of credit card complaints involve provisions of the Truth in Lending Act. The most frequent being those associated with the disclosure requirements for fees and conditions that can result in interest rate increases and other changes in terms.
Complaints by Checking Account Issues – Chart 4 shows the distribution of complaints by laws, regulations, and issues related to checking accounts. The volume of transactions associated with checking accounts drives this volume. Poor customer service is the main complaint of the public. This includes complaints about bank charges, check processing, and poor communication.
Complaints by Mortgage Loan Issues – Chart 5 shows the distribution of complaints by laws, regulations, and issues related to residential mortgages. The largest portion of complaints for this group includes customer service issues such as payment processing, communication discrepancies, fees, and privacy concerns. This information does not include home equity loans or home equity lines of credit.
Reimbursements to Customers of National Banks – Chart 6 shows the total volume of funds that customers of national banks have been reimbursed over a five year period. 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 7 shows that the consumer received a reimbursement in 55% of the complaints closed in 2007 and the amount of the reimbursement was less than $200.
Reimbursement Distribution by Complaint Volume – Chart 8 shows that complaints closed in 2007 with reimbursements of less than $200 represent only 5% of the total dollars reimbursed.
Reimbursement by Complaint Type – Chart 9 shows that credit card complaints represent 53% of all complaints with reimbursements on complaints closed in 2007.
| Chart 1 | ||
| Year | Inquiries | Complaints |
| 2003 | 42,544 | 28,996 |
| 2004 | 41,892 | 28,100 |
| 2005 | 40,983 | 31,793 |
| 2006 | 35,591 | 27,155 |
| 2007 | 43,619 | 28,316 |
| Total Cases | 251,124 | 175,453 |
| Chart 2 | |||
| Complaints by Major Product | Volume | % of Total | |
| Credit Card | 11,435 | 40.38% | |
| Checking | 7,532 | 26.60% | |
| Mortgage Loans | 2,913 | 10.29% | |
| Consumer Loans | 959 | 3.39% | |
| Time Deposit | 897 | 3.17% | |
| Other | 4,580 | 16.17% | |
| Total | 28,316 | 100.0% | |
| Chart 3 | |||
| Credit Card Complaints by Regulatory and Customer Service Issue | Volume | % of Total | |
| Truth in Lending Act | 6,410 | 56.06% | |
| Customer Service | 2,261 | 19.77% | |
| Fair Debt Collection Practices Act | 1,325 | 11.59% | |
| Equal Credit Opportunity Act | 578 | 5.05% | |
| Fair Credit Reporting Act | 556 | 4.86% | |
| Other | 305 | 2.67% | |
| Total | 11,435 | 100.0% | |
| Chart 4 | |||
| Checking Complaints by Regulatory and Customer Service Issue | Volume | % of Total | |
| Customer Service | 2,732 | 36.27% | |
| UCC Articles 3&4 | 1,471 | 19.53% | |
| Regulation E | 1,105 | 14.67% | |
| Expedited Funds Availability Act | 873 | 11.59% | |
| Fair Debt Collection Practices Act | 526 | 6.98% | |
| Other | 825 | 10.95% | |
| Total | 7,532 | 100% | |
| Chart 5 | |||
| Mortgage Complaints by Regulatory and Customer Service Issue | Volume | % of Total | |
| Customer Service | 1,321 | 45.35% | |
| Fair Debt Collection Practices Act | 443 | 15.21% | |
| Real Estate Settlement Procedures Act | 443 | 15.21% | |
| Fair Credit Reporting Act | 188 | 6.45% | |
| Truth in Lending Act | 149 | 5.12% | |
| Equal Credit Opportunity Act | 103 | 3.54% | |
| Other | 266 | 9.13% | |
| Total | 2,913 | 100.0% | |
| Chart 6 | |
| Reimbursements to Customers of National Banks | |
| Year | Total Compensation |
| 2003 | $4,352,564 |
| 2004 | $5,437,596 |
| 2005 | $7,643,687 |
| 2006 | $7,910,050 |
| 2007 | $8,841,799 |
| Total | $31,952,423 |
| Chart 7 | ||
| Reimbursement Distribution by Complaint Volume | ||
| Dollar Range | Number of Cases | % of Total |
| $ 0 - $200 | 4,748 | 55% |
| $201 - $1,000 | 2,680 | 31% |
| $1,001 - $10,000 | 1,077 | 12% |
| $10,001 - $50,000 | 136 | 2% |
| Over $50,000 | 13 | 0% |
| Total | 8,654 | 100% |
| Chart 8 | ||
| Reimbursement Distribution by Dollar Amount | ||
| Dollar Range | Reimbursement Amount | % of Total |
| $ 0 - $200 | $398,325.18 | 5% |
| $201 - $1,000 | $1,208,899.78 | 14% |
| $1,001 - $10,000 | $3,135,588.31 | 35% |
| $10,001 - $50,000 | $2,765,076.00 | 31% |
| Over $50,000 | $1,333,921.89 | 15% |
| Total | $8,841,811.16 | 100% |
| Chart 9 | ||
| Reimbursement by Complaint Type | ||
| Complaint Type/Product | Number of Cases | % of Total |
| Credit Card | 4,620 | 53% |
| Checking Account | 2,471 | 29% |
| Mortgage/Home Equity Loan | 503 | 6% |
| Savings Account | 163 | 2% |
| Consumer Loan | 148 | 2% |
| Other | 749 | 9% |
| Total | 8,654 | 100% |