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 

Consumer Complaint Data 2019 Chart 1

Cases Received from Consumers
Year Complaints Inquiries Appeals Total Cases
2015 22,498 19,416 1,016 42,930
2016 22,142 18,481 877 41,500
2017 20,038 16,700 658 37,396
2018 22,195 16,489 796 39,480
2019 21,836 13,958 1,239 37,033

 

Complaints by Major Product

Consumer Complaint Data 2019 Chart 2

Complaints by Major Product
  2015 2016 2017 2018 2019
Credit Card 3,060 3,390 3,757 4,876 4,446
Checking Account 5,050 5,417 5,170 5,613 5,898
Mortgage 5,384 4,750 2,858 2,707 2,436
Consumer Loans 405 461 409 424 519
Time Deposits 409 795 419 440 581
Other 8,190 7,205 2,759 2,957 3,064
Total 22,498 22,018 15,373 17,017 16,944

 

Reimbursements to Customers of National Banks and Federal Savings Institutions 

Consumer Complaint Data 2019 Chart 3

Reimbursements to Consumers of National Banks and Federal Savings Institutions
Year Total Compensation
2015 $3,339,701
2016 $3,578,064
2017 $3,437,820
2018 $3,696,948
2019 $5,669,592
Total $25,241,166