Consumer Complaint Data: December 31, 2018

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through December 31, 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 December 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 20,038 16,700 658 37,396
2018 22,119 16,502 796 39,417

 

Complaints by Major Product

Consumer Complaint Data December 2018 Chart 2

Complaints by Major Product
  2013 2014 2015 2016 2017 2018
Credit Card 2,087 2,735 3,060 3,390 3,757 4,876
Checking Account 5,845 5,467 5,050 5,417 5,170 5,613
Mortgage 17,238 7,083 5,384 4,750 2,858 2,707
Consumer Loans 501 451 405 461 409 424
Time Deposits 467 481 409 795 419 440
Other 12,369 9,419 8,190 7,205 2,759 2,957
Total 38,507 25,636 22,498 22,018 15,373 17,017

 

Reimbursements to Customers of National Banks and Federal Savings Institutions 

Consumer Complaint Data December 2018 Chart 3

Reimbursements to Consumers 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
2018 $3,697,048
Total $23,689,217