Consumer Complaint Data: December 31, 2017

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through December 31, 2017.

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

Cases Received from Consumers
Year Complaints Inquiries Appeals Total Cases
2013 39,235 30,465 1,719 71,419
2014 25,640 22,135 2,840 50,615
2015 19,416 22,498 1,016 42,930
2016 22,142 18,481 877 41,500
2017 20,230 16,729 655 37,614

 

 

Complaints by Major Product


Complaints by Major Product
  CY 2013 CY 2014 CY 2015 CY2016 CY2017
Credit Card 2,087 2,735 3,060 3,390 3,757
Checking Account 5,845 5,467 5,050 5,417 5,182
Mortgage 17,238 7,083 5,384 4,750 3,220
Consumer Loans 501 451 405 461 409
Time Deposits 467 481 409 795 832
Other 12,369 9,419 8,190 7,205 6,830
Total 38,507 25,636 22,498 22,018 20,230

 

 


Reimbursements to Customers of National Banks and Federal Savings Institutions
Year Total Compensation
2013 $2,765,042
2014 $6,871,541
2015 $3,339,701
2016 $3,578,064
2017 $3,437,820
Total $19,992,168