Consumer Complaint Data: December 31, 2014

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) through December 31, 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
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 22,135 25,640 2,840 50,615

 

Complaints by Major Product


Complaints by Major Product
  CY 2010 CY 2011 CY 2012 CY 2013 CY 2014
Credit Card 14,715 10,158 4,445 2,087 2,735
Checking Account 13,765 13,451 8,286 5,845 5,467
Mortgage 38,034 43,080 31,929 17,238 7,083
Consumer Loans 1,544 1,445 850 501 451
Time Deposits 991 1,062 1,132 467 481
Other 8,558 17,831 13,276 12,369 9,419
Total 77,607 87,027 59,918 38,507 25,636

 

Reimbursements to Customers of National Banks


Reimbursements to Customer of National Banks and Federal Savings Institutions
Year Total Compensation
2010 $15,867,822
2011 $7,689,402
2012 $835,159
2013 $2,765,042
2014 $6,871,541
Total $34,028,966

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