Consumer Complaint Data: 2011
This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) in 2011. 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 for a five year period. Some cases are simple inquiries; others are complaints. An inquiry is a request for general information. 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 2011.
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 over a five year period. Reimbursements involving cases filed with the OCC against federal savings associations are included in the 2011 data only. The reimbursements occurred as a result of the consumer filing a complaint with the OCC’s Customer Assistance Group.
Reimbursement Distribution by Complaint Volume – Chart 4 shows that of the total number of cases receiving reimbursement, 55% received an amount of $200 or less; 29% received an amount between $201 and $1,000; 14% received an amount between $1,001 and $10,000; and 2% received an amount between $10,001 and $50,000.
Reimbursement Distribution by Dollar Volume – Chart 5 shows reimbursement as a percentage of total reimbursement dollars for complaints closed in 2011. For example, cases involving reimbursement of less than $200 represented only 3% of the total dollars reimbursed.
Reimbursement by Complaint Type – Chart 6 shows reimbursements by bank product. For example, credit card complaints represented 38% of all closed complaints with reimbursements in 2011.
Note: The 2011 data was impacted by the Dodd – Frank legislation. 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.
![Chart 1 - Cases Received from Consumers Chart 1 - Cases Received from Consumers](https://webarchive.library.unt.edu/web/20120915083128im_/http://www.helpwithmybank.gov/images/customer-complaint-data-2011-chart1.gif)
Cases Received From Consumers
Year | Inquiries | Complaints | Appeals |
---|---|---|---|
2008 | 60,481 | 34,542 | 0 |
2009 | 90,109 | 72,047 | 0 |
2010 | 85,407 | 77,641 | 0 |
2011 | 47,575 | 87,027 | 3,991 |
Total Cases | 327,191 | 299,573 | 3,991 |
Complaints by Major Product
2010 | 2011 | |||
---|---|---|---|---|
Volume | % of Total | Volume | % of Total | |
Credit Card | 14,715 | 19% | 10,158 | 12% |
Checking Account | 13,765 | 18% | 13,451 | 15% |
Mortgage | 38,034 | 49% | 43,080 | 50% |
Consumer Loans | 1,544 | 2% | 1,445 | 2% |
Time Deposit | 991 | 1% | 1,062 | 1% |
Other | 8,558 | 11% | 17,831 | 11% |
Total | 77,607 | 100% | 87,027 | 100% |
![Chart 3 - Reimbursements to Customers of National Banks and Federal Savings Associations Chart 3 - Reimbursements to Customers of National Banks and Federal Savings Associations](https://webarchive.library.unt.edu/web/20120915083128im_/http://www.helpwithmybank.gov/images/customer-complaint-data-2011-chart3.gif)
Reimbursements to Customers of National Banks and Federal Savings Associations
Year | Total Compensation |
---|---|
2007 | $8,809,334 |
2008 | $11,486,825 |
2009 | $9,240,043 |
2010 | $15,867,822 |
2011 | $7,689,402 |
Total | $53,093,426 |
![Chart 4 - Reimbursement Distribution by Complaint Volume Chart 4 - Reimbursement Distribution by Complaint Volume](https://webarchive.library.unt.edu/web/20120915083128im_/http://www.helpwithmybank.gov/images/customer-complaint-data-2011-chart4.gif)
Reimbursement Distribution by Complaint Volume
2010 | 2011 | |||
---|---|---|---|---|
Dollar Range | Number of Cases | % | Number of Cases | % |
$0 - $200 | 13,410 | 61% | 3,112 | 55% |
$201 - $1,000 | 6,781 | 31% | 1,637 | 29% |
$1,001 - $10,000 | 1,488 | 7% | 777 | 14% |
$10,001 - $50,000 | 150 | 1% | 89 | 2% |
Over $50,000 | 38 | 0% | 22 | 0% |
Total | 21,867 | 100% | 5,637 | 100% |
![Chart 5 - Reimbursement Distribution by Dollar Volume Chart 5 - Reimbursement Distribution by Dollar Volume](https://webarchive.library.unt.edu/web/20120915083128im_/http://www.helpwithmybank.gov/images/customer-complaint-data-2011-chart5.gif)
Reimbursement Distribution by Dollar Volume
2010 | 2011 | |||
---|---|---|---|---|
Dollar Range | Reimbursement Amount | % | Reimbursement Amount | % |
$0 - $200 | $1,083,092 | 7% | $232,628 | 3% |
$201 - $1,000 | $2,877,167 | 18% | $757,372 | 10% |
$1,001 - $10,000 | $4,082,177 | 26% | $2,176,164 | 28% |
$10,001 - $50,000 | $2,960,144 | 19% | $1,727,491 | 22% |
Over $50,000 | $4,865,243 | 31% | $2,795,747 | 36% |
Total | $15,867,823 | 100% | $7,689,402 | 100% |
![Chart 6 - Reimbursement by Complaint Type Chart 6 - Reimbursement by Complaint Type](https://webarchive.library.unt.edu/web/20120915083128im_/http://www.helpwithmybank.gov/images/customer-complaint-data-2011-chart6.gif)
Reimbursement by Complaint Type
Complaint Type/Product | 2010 | 2011 | ||
---|---|---|---|---|
% | % | |||
Credit Card | 9,842 | 45% | 2,156 | 38% |
Checking Account | 9,077 | 42% | 1,944 | 34% |
Mortgage/Home Equity Loan/HELOC | 1,426 | 7% | 1,037 | 18% |
Savings Account | 246 | 1% | 64 | 1% |
Consumer Loan | 178 | 0% | 44 | 0% |
Other | 1,098 | 5% | 392 | 7% |
Total | 21,867 | 100% | 5,637 | 100% |