Consumer Complaint Data: As of June 30, 2024
This section is a summary of cases filed with the OCC's Customer Assistance Group (CAG) from calendar year 2020 through June 30, 2024.
- Cases Received from Consumers
- Complaints by Major Product
- Reimbursements to Customers of National Banks and Federal Savings Associations
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 |
|---|---|---|---|---|
| 2020 | 26,020 | 16,355 | 1,038 | 43,413 |
| 2021 | 25,794 | 16,564 | 1,103 | 43,461 |
| 2022 | 32,372 | 20,271 | 1,234 | 53,877 |
| 2023 | 34,974 | 21,679 | 1,414 | 58,067 |
| Mid-Year 2024 | 17,514 | 10,412 | 692 | 28,618 |
Complaints by Major Product
This chart shows the distribution of complaints by the major products offered by most national banks and federal savings associations.
Complaints by Major Product
| Year | Credit Cards | Checking Accounts | Mortgages | Consumer Loans | Time Deposits | Total |
|---|---|---|---|---|---|---|
| 2020 | 5,495 | 7,028 | 2,666 | 590 | 560 | 16,339 |
| 2021 | 4,729 | 8,458 | 2,356 | 517 | 455 | 16,515 |
| 2022 | 6,347 | 10,907 | 1,899 | 795 | 502 | 20,450 |
| 2023 | 7,484 | 11,662 | 1,649 | 996 | 747 | 22,538 |
| Mid-Year 2024 | 3,922 | 5,829 | 783 | 431 | 411 | 11,376 |
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 Customers of National Banks and Federal Savings Institutions
| Year | Total Compensation (in dollars) |
|---|---|
| 2020 | 6,248,708 |
| 2021 | 13,844,642 |
| 2022 | 29,320,014 |
| 2023 | 28,856,920 |
| Mid-year 2024 | 13,586,840 |
| Total | 64,939,623 |