Consumer Complaint Data: December 31, 2019
This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) from calendar year 2015 through 2019.
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, by calendar year.
|Cases Received from Consumers|
|Complaints by Major Product|
|Reimbursements to Consumers of National Banks and Federal Savings Institutions|