Customer Assistance Information from 2009
This section is a summary of cases filed with the OCC's Customer Assistance Group in 2009.
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. A complaint is a 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.
Reimbursements to Customers of National Banks - Chart 3 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 4 shows that the consumer received a reimbursement in 57% of the complaints closed in 2009 and the amount of the reimbursement was less than $200.
Reimbursement Distribution by Complaint Volume - Chart 5 shows that complaints closed in 2009 with reimbursements of less than $200 represent only 5% of the total dollars reimbursed.
Reimbursement by Complaint Type - Chart 6 shows that credit card complaints represent 49% of all complaints with reimbursements on complaints closed in 2009.
| Chart 1 | ||
| Year | Inquiries | Complaints |
|---|---|---|
| 2005 | 40,983 | 31,793 |
| 2006 | 35,591 | 27,155 |
| 2007 | 43,619 | 28,316 |
| 2008 | 60,481 | 34,542 |
| 2009 | 90,109 | 72,047 |
| Total Cases | 270,783 | 193,853 |
| 2009 | ||
|---|---|---|
| Complaints by Major Product | Volume | % of Total |
| Credit Card | 26,380 | 37% |
| Checking Account | 15,057 | 21% |
| Mortgage | 19,669 | 27% |
| Consumer Loans | 1,795 | 2% |
| Time Deposit | 1,257 | 2% |
| Other | 7,889 | 11% |
| Total | 72,047 | 100% |
| Reimbursements to Customers of National Banks | |
|---|---|
| Year | Total Compensation |
| 2005 | $7,749,360 |
| 2006 | $7,998,297 |
| 2007 | $8,809,334 |
| 2008 | $11,486,825 |
| 2009 | $9,240,043 |
| Total | $45,283,859 |
| Reimbursement Distribution by Complaint Volume | 2009 | |
|---|---|---|
| Dollar Range | Number of Cases | % |
| $ 0 - $200 | 5,874 | 57% |
| $201 - $1,000 | 3,409 | 33% |
| $1,001 - $10,000 | 956 | 9% |
| $10,001 - $50,000 | 120 | 1% |
| Over $50,000 | 22 | 0% |
| Total | 10,381 | 100% |
| Reimbursement Distribution by Dollar Amount | 2009 | |
|---|---|---|
| Dollar Range | Reimbursement Amount | % |
| $ 0 - $200 | $491,827 | 5.3% |
| $201 - $1,000 | $1,462,454 | 15.8% |
| $1,001 - $10,000 | $2,712,328 | 29.4% |
| $10,001 - $50,000 | $2,322,419 | 25.1% |
| Over $50,000 | $2,252,014 | 24.4% |
| Total | $9,241,042 | 100% |
| Reimbursement by Complaint Type | 2009 | |
|---|---|---|
| Complaint Type/Product | % | |
| Credit Card | 5,126 | 49% |
| Checking Account | 3,584 | 35% |
| Mortgage/Home Equity Loan/HELOC | 711 | 7% |
| Savings Account | 148 | 1% |
| Consumer Loan | 127 | 1% |
| Other | 685 | 7% |
| Total | 10,381 | 100% |
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