Title page
Contents
Executive Summary 3
1. Introduction 5
2. Complaint numbers 9
3. Complaint responses 16
4. Complaint types 19
4.1. Credit or consumer reporting 19
4.2. Debt collection 26
4.3. Credit card 31
4.4. Checking or savings account 36
4.5. Mortgage 41
4.6. Money transfer, money services, and virtual currencies 47
4.7. Vehicle loan or lease 51
4.8. Student loan 56
4.9. Personal loan 61
4.10. Prepaid card 64
4.11. Debt or credit management 70
4.12. Payday loan 72
4.13. Title loan 74
4.14. Deposit Advance 76
5. Conclusion 78
Appendix 79
TABLE 1. HOW COMPANIES HAVE RESPONDED TO CONSUMER COMPLAINTS 18
FIGURE 1. CONSUMER COMPLAINT PROCESS 7
FIGURE 2. COMPLAINT OUTCOMES IN 2023 9
FIGURE 3. COMPLAINT VOLUME BY FINANCIAL PRODUCT OR SERVICE 11
FIGURE 4. U.S. COMPLAINT SUBMISSIONS PER 100K POPULATION 12
FIGURE 5. COMPLAINTS SUBMITTED BY SERVICEMEMBERS AND ALL CONSUMERS 13
FIGURE 6. PERCENTAGE OF COMPLAINTS BY PRODUCT AND AGE GROUP 14
FIGURE 7. COMPLAINTS SUBMITTED BY U.S. TERRITORIES AND ALL CONSUMERS 15
FIGURE 8. CREDIT OR CONSUMER REPORTING COMPLAINTS BY TYPE OF REPORT AND OUTCOMES 20
FIGURE 9. CREDIT OR CONSUMER REPORTING COMPLAINTS BY ISSUES AND OUTCOMES 21
FIGURE 10. MONTHLY COMPLAINT VOLUME FOR TYPES OF CREDIT OR CONSUMER REPORTING COMPLAINTS 21
FIGURE 11. MONTHLY COMPLAINT VOLUME FOR ISSUES OF CREDIT OR CONSUMER REPORTING COMPLAINTS 22
FIGURE 12. MONTHLY VOLUME OF COVERED COMPLAINTS 25
FIGURE 13. MONTHLY REPORTED RELIEF PERCENTAGE 25
FIGURE 14. DEBT COLLECTION COMPLAINTS BY TYPE OF DEBT AND OUTCOMES 27
FIGURE 15. DEBT COLLECTION COMPLAINTS BY ISSUES AND OUTCOMES 27
FIGURE 16. MONTHLY COMPLAINT VOLUME FOR ISSUES OF DEBT COLLECTION COMPLAINTS 28
FIGURE 17. PROPORTION OF DEBT COLLECTION COMPLAINTS FOR OLDER CONSUMERS BY SUB-PRODUCT 30
FIGURE 18. PROPORTION OF DEBT COLLECTION COMPLAINTS FOR SERVICEMEMBERS BY SUB-PRODUCT 31
FIGURE 19. CREDIT CARD COMPLAINTS BY TYPE AND OUTCOMES 32
FIGURE 20. CREDIT CARD COMPLAINTS BY ISSUES AND OUTCOMES 32
FIGURE 21. MONTHLY COMPLAINT VOLUME FOR TYPES OF CREDIT CARD COMPLAINTS 33
FIGURE 22. MONTHLY COMPLAINT VOLUME FOR ISSUES OF CREDIT CARD COMPLAINTS 34
FIGURE 23. CHECKING OR SAVINGS ACCOUNT COMPLAINTS BY TYPE OF PRODUCT OR SERVICE AND OUTCOMES 36
FIGURE 24. CHECKING OR SAVINGS ACCOUNT COMPLAINTS BY ISSUES AND OUTCOMES 37
FIGURE 25. MONTHLY COMPLAINT VOLUME FOR TYPES OF CHECKING OR SAVINGS ACCOUNT COMPLAINTS 38
FIGURE 26. MONTHLY COMPLAINT VOLUME FOR ISSUES OF CHECKING OR SAVINGS ACCOUNT COMPLAINTS 39
FIGURE 27. PROPORTION OF CHECKING OR SAVINGS COMPLAINTS FOR OLDER CONSUMERS BY SUB-PRODUCT 41
FIGURE 28. MORTGAGE COMPLAINTS BY TYPE AND OUTCOMES 42
FIGURE 29. MORTGAGE COMPLAINTS BY ISSUES AND OUTCOMES 43
FIGURE 30. MONTHLY COMPLAINT VOLUME FOR TYPES OF MORTGAGE COMPLAINTS 44
FIGURE 31. MONTHLY COMPLAINT VOLUME FOR ISSUES OF MORTGAGE COMPLAINTS 45
FIGURE 32. MONEY SERVICES COMPLAINTS BY TYPE AND OUTCOMES 47
FIGURE 33. MONEY SERVICES COMPLAINTS BY ISSUES AND OUTCOMES 48
FIGURE 34. MONTHLY COMPLAINT VOLUME FOR TYPES OF MONEY SERVICES COMPLAINTS 49
FIGURE 35. MONTHLY COMPLAINT VOLUME FOR ISSUES OF MONEY SERVICES COMPLAINTS 50
FIGURE 36. VEHICLE LOAN OR LEASE COMPLAINTS BY SUB-PRODUCT AND OUTCOMES 52
FIGURE 37. VEHICLE LOAN OR LEASE COMPLAINTS BY ISSUES AND OUTCOMES 52
FIGURE 38. MONTHLY COMPLAINT VOLUME FOR TYPES OF VEHICLE LOAN OR LEASE COMPLAINTS 53
FIGURE 39. MONTHLY COMPLAINT VOLUME FOR ISSUES OF VEHICLE LOAN OR LEASE COMPLAINTS 54
FIGURE 40. STUDENT LOAN COMPLAINTS BY TYPE OF LOAN AND OUTCOMES 57
FIGURE 41. STUDENT LOAN COMPLAINTS BY ISSUES AND OUTCOMES 57
FIGURE 42. MONTHLY COMPLAINT VOLUME FOR STUDENT LOAN TYPES 58
FIGURE 43. MONTHLY COMPLAINT VOLUME FOR ISSUES OF STUDENT LOAN COMPLAINTS 59
FIGURE 44. PERSONAL LOAN COMPLAINTS BY LOAN SOURCE AND OUTCOMES 62
FIGURE 45. PERSONAL LOAN COMPLAINTS BY TYPE AND OUTCOMES 62
FIGURE 46. PERSONAL LOAN COMPLAINTS BY ISSUES AND OUTCOMES 63
FIGURE 47. PREPAID COMPLAINTS BY TYPE OF CARD AND OUTCOMES 65
FIGURE 48. PREPAID CARD COMPLAINTS BY ISSUES AND OUTCOMES 66
FIGURE 49. MONTHLY COMPLAINT VOLUME FOR TYPE(S) OF PREPAID CARD COMPLAINTS 67
FIGURE 50. MONTHLY COMPLAINT VOLUME FOR ISSUES OF PREPAID CARD COMPLAINTS 68
FIGURE 51. PROPORTION OF PREPAID CARD COMPLAINTS FOR OLDER CONSUMERS BY SUB-PRODUCT 70
FIGURE 52. DEBT OR CREDIT MANAGEMENT COMPLAINTS BY TYPE OF SERVICE AND OUTCOMES 71
FIGURE 53. DEBT OR CREDIT MANAGEMENT COMPLAINTS BY ISSUES AND OUTCOMES 71
FIGURE 54. PAYDAY LOAN COMPLAINTS BY LOAN SOURCE AND OUTCOMES 73
FIGURE 55. PAYDAY LOAN COMPLAINTS BY ISSUES AND OUTCOMES 73
FIGURE 56. TITLE LOAN COMPLAINTS BY ISSUES AND OUTCOMES 75
FIGURE 57. DEPOSIT ADVANCE COMPLAINTS BY SUB-PRODUCT AND OUTCOMES 76
FIGURE 58. DEPOSIT ADVANCE COMPLAINTS BY ISSUES AND OUTCOMES 77
TABLE 1. TOTAL COMPLAINTS BY CONSUMER'S LOCATION AND PRODUCT IN 2023 79