Consumer Complaint Data: June 30, 2018

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through June 30, 2018.

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 

Consumer Complaint Data 2018 Chart 1

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 10,300 8,830 339 19,469
6.30.2018 11,290 8,344 380 20,014

 

Complaints by Major Product 

Consumer Complaint Data 2018 Chart 2

Complaints by Major Product
  2013 2014 2015 2016 2017 6.30.2018
Credit Card 2,087 2,735 3,060 3,390 3,757 2,539
Checking Account 5,845 5,467 5,050 5,417 5,182 2,810
Mortgage 17,238 7,083 5,384 4,750 3,220 1,629
Consumer Loans 501 451 405 461 409 234
Time Deposits 467 481 409 795 832 388
Other 12,369 9,419 8,190 7,205 6,830 3,688
Total 38,507 25,636 22,498 22,018 20,230 11,288

 

Reimbursements to Customers of National Banks and Federal Savings Institutions 

Consumer Complaint Data 2018 Chart 3

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
6.30.2018 $1,723,801
Total $21,715,969