Consumer Complaint Data: June 30, 2014

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through June 30, 2014.  Cases involving federal savings associations filed after July 21, 2011 are included in this data.

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.  Historically, complaints about credit card accounts were the number one product generating complaints.  This trend changed in 2010 and mortgages became the number one product generating complaints. Mortgages continued to represent the largest volume of complaints received by CAG in 2014.

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.. Reimbursements involving cases filed with the OCC against federal savings associations are included in the data for 2011 and forward.  The reimbursements occurred because the consumer filed a complaint with the OCC’s Customer Assistance Group.

Note:  the Dodd - Frank legislation, affected the 2011 data.  Beginning July 21, 2011, the OCC began referring credit card complaints against financial institutions with total assets greater than $10 billion to the Consumer Financial Protection Bureau (CFPB).  Additionally, the CFPB began taking mortgage complaints against this same group of institutions December 1, 2011.  The 2012 data is further impacted because the CFPB began taking complaints about deposits and other products on March 1, 2012.  The CFPB became responsible for mortgage servicing complaints during the first quarter of 2014.

Cases Received from Consumers

Cases Received from Consumers
Year Inquiries Complaints Appeals Total Cases
2009 90,109 72,047 0 162,156
2010 85,407 77,641 0 163,048
2011 47,575 87,027 3,991 138,593
2012 33,189 59,918 2,216 95,323
2013 30,465 39,235 1,719 71,419
2014 11,926 14,028 2,132 28,086

 

Complaints by Major Product


Complaints by Major Product 2013 2014
  Volume
% of Total
Volume % of Total
Credit Card 4,445 8% 2,807 7%
Checking Account 8,286 14% 5,845 15%
Mortgage 31,929 53% 17,238 44%
Consumer Loans 850 1% 501 1%
Time Deposit 1,132 2% 467 1%
Other 13,276 22% 12,369 32%
Total 59,918 100% 39,227 100%

 

Reimbursements to Customers of National Banks


Reimbursements to Customers of National Banks
Year Total Compensation 
2009 $9,240,043
2010 $15,867,822
2011 $7,689,402
2012 $835,159
2013 $2,765,042
2014 $4,172,594
Total $40,570,062

Customer Assistance Group
Phone: (800) 613-6743
TDD Number: (713) 658-0340
TTY: (800) 877-8339 (via a relay service)