Consumer Complaint Data: As of June 30, 2020

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) from calendar year 2015 through June 30, 2020.

 

Cases Received from Consumers

This chart 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.

Cases Received from Consumers
Year Complaints Inquiries Appeals Total Cases
2016 22,142 18,481 877 41,500
2017 20,230 16,729 655 37,614
2018 22,195 16,489 796 39,480
2019 21,836 13,958 1,239 37,033
1/1/2020 - 6/30/2020 12,131 8,119 662 20,912

 

Complaints by Major Product  

This chart 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.

Complaints by Major Product
  2016 2017 2018 2019 1/1/2020-6/20/2020
Credit Cards 3,390 3,757 4,876 4,446 2,739
Checking Accounts 5,417 5,170 5,613 5,898 3,214
Mortgages 4,750 2,858 2,707 2,436  1,217
Consumer Loans 461 409 424 519 220
Time Deposits 795 419 440 581 296
Other 7,205 2,759 2,957 3,064 1,388
Total 22,018 15,373 17,017 16,944 9,074

 

Reimbursements to Customers of National Banks and Federal Savings Associations

This chart shows the total volume of funds that customers of national banks and federal savings associations have been reimbursed, by calendar year.

Reimbursements to Consumers of National Banks and Federal Savings Institutions
Year Total Compensation
2016 $3,578,064
2017 $3,437,821
2018 $3,696,948
2019 $5,669,592
1/1/2020 - 6/30/2020 $2,463,729
Total $18,846,154