October 2017

50 state snapshot of 

Servicemember 

complaints

A nationwide look at complaints
"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromother

publicreports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

YEARLYCOMPLAINTVOLUME

SM Non-SM

COMPLAINTVOLUMEBYSTATE

91,482

Complaintshandled

since2011

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

UnitedStates

97%

Timelycompany

responsessince2011

2011 2012 2013 2014 2015 2016

0K

5K

10K

15K

20K

TOP5PRODUCTSBYVOLUME

WY

140

WV

376

WI

882

WA

2,223

VT

140

VA

4,401

UT

521

TX

8,528

TN

1,864

SD

163

SC

2,013

RI

241

PA

2,739

OR

1,087

OK

1,014

OH

2,806

NY

2,930

NV

1,547

NM

678

NJ

2,013

NH

307

NE

341

ND

249

NC

3,371

MT

233

MS

782

MO

1,411

MN

1,122

MI

2,055

ME

355

MD

2,956

MA

1,105

LA

1,225

KY

990

KS

613

IN

1,077

IL

2,185

ID

379

IA

426

HI

531

GA

4,980

FL

8,195

DE

376

DC

429

CT

634

CO

1,748

CA

9,667

AZ

2,366

AR

581

AL

1,467

AK

275

150 10,000

Complaints

+8%

Complaintshandledin

2016than2015

Debtcollection

Mortgage

Creditorconsumer

reporting

Creditcard

Checkingor

savings

39%

26%

17%

22%

15%

19%

10%

7%

10%

7%

2011-2016
Product%inAK

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Alaska

275

Complaintshandled

since2011

98%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyAKSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

CoastGuard

MarineCorps

Other

33%

27%

21%

9%

5%

3%

2%

AKSM

complaints

AKSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 17

Complaints

1 5 10 15 17

Debtcollection 120

Creditorconsumer

reporting

45

Mortgage 38

Creditcard 26

Checkingor

savings

13

44%

31%

16%

16%

14%

16%

13%

9%

5%

9%

Attemptstocollectdebtnotowed

42%(50)

Incorrectinformationonyour

report58%(26)

Troubleduringpaymentprocess

37%(14)

Problemwithapurchaseshown

onyourstatement27%(7)

Managinganaccount77%(10)
Product%inAL

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Alabama

1,467

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyALSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

Other

CoastGuard

43%

27%

13%

10%

6%

0.5%

ALSM

complaints

ALSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 45

Complaints

1 10 20 30 40 45

Debtcollection 590

Creditorconsumer

reporting

245

Mortgage 174

Checkingor

savings

124

Creditcard 72

40%

30%

17%

23%

12%

16%

8%

8%

5%

7%

Attemptstocollectdebtnotowed

41%(239)

Incorrectinformationonyour

report60%(147)

Strugglingtopaymortgage38%

(66)

Managinganaccount78%(97)

Otherfeatures,terms,or

problems22%(16)
Product%inAR

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Arkansas

581

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyARSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

31%

28%

16%

16%

7%

2%

0.7%

ARSM

complaints

ARSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 18

Complaints

1 5 10 15 18

Debtcollection 229

Creditorconsumer

reporting

93

Mortgage 86

Creditcard 51

Checkingor

savings

41

39%

29%

16%

23%

15%

16%

9%

9%

7%

9%

Attemptstocollectdebtnotowed

52%(120)

Incorrectinformationonyour

report59%(55)

Strugglingtopaymortgage45%

(39)

Problemwithapurchaseshown

onyourstatement22%(11)

Managinganaccount93%(38)
Product%inAZ

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Arizona

2,366

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyAZSMsby

product

BRANCHOFSERVICE%

Notprovided

Army

AirForce

Navy

MarineCorps

CoastGuard

Other

30%

28%

17%

13%

10%

0.7%

0.7%

AZSM

complaints

AZSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 64

Complaints

1 20 40 64

Debtcollection 909

Mortgage 496

Creditorconsumer

reporting

318

Checkingor

savings

163

Creditcard 151

38%

28%

21%

23%

13%

17%

10%

7%

10%

6%

Attemptstocollectdebtnotowed

44%(401)

Strugglingtopaymortgage50%

(250)

Incorrectinformationonyour

report52%(164)

Managinganaccount87%(142)

Otherfeatures,terms,or

problems26%(40)
Product%inCA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

California

9,667

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyCASMsby

product

BRANCHOFSERVICE%

Notprovided

Army

Navy

AirForce

MarineCorps

CoastGuard

Other

29%

24%

21%

13%

12%

1%

0.8%

CASM

complaints

CASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 123

Complaints

1 20 40 60 80 100 123

Debtcollection 3,728

Mortgage 1,787

Creditorconsumer

reporting

1,384

Checkingor

savings

762

Creditcard 703

39%

24%

18%

28%

14%

18%

8%

9%

10%

7%

Attemptstocollectdebtnotowed

43%(1,605)

Strugglingtopaymortgage49%

(881)

Incorrectinformationonyour

report59%(818)

Managinganaccount89%(678)

Otherfeatures,terms,or

problems21%(147)
Product%inCO

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Colorado

1,748

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyCOSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

38%

27%

18%

11%

5%

0.8%

COSM

complaints

COSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 43

Complaints

1 10 20 30 43

Debtcollection 766

Mortgage 329

Creditorconsumer

reporting

218

Creditcard 118

Checkingor

savings

97

44%

26%

19%

23%

12%

19%

11%

7%

6%

9%

Attemptstocollectdebtnotowed

40%(310)

Strugglingtopaymortgage39%

(127)

Incorrectinformationonyour

report70%(152)

Otherfeatures,terms,or

problems28%(33)

Managinganaccount84%(81)
Product%inCT

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Connecticut

634

Complaintshandled

since2011

98%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyCTSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

35%

26%

18%

10%

7%

3%

CTSM

complaints

CTSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 24

Complaints

1 5 10 15 20 24

Debtcollection 230

Mortgage 99

Creditorconsumer

reporting

93

Creditcard 65

Checkingor

savings

51

36%

21%

16%

24%

15%

17%

10%

13%

12%

8%

Attemptstocollectdebtnotowed

38%(88)

Strugglingtopaymortgage49%

(49)

Incorrectinformationonyour

report61%(57)

Otherfeatures,terms,or

problems34%(22)

Managinganaccount88%(45)
Product%inDC

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

DistrictofColumbia

429

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyDCSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

36%

23%

15%

14%

5%

3%

2%

DCSM

complaints

DCSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

2 45

Complaints

2 10 20 30 40 45

Debtcollection 134

Creditorconsumer

reporting

66

Mortgage 64

Checkingor

savings

50

Creditcard 37

31%

23%

15%

16%

15%

20%

12%

13%

12%

9%

Attemptstocollectdebtnotowed

47%(63)

Incorrectinformationonyour

report74%(49)

Strugglingtopaymortgage38%

(24)

Managinganaccount86%(43)

Otherfeatures,terms,or

problems32%(12)
Product%inDE

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Delaware

376

Complaintshandled

since2011

98%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyDESMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

32%

24%

20%

12%

11%

1%

DESM

complaints

DESMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 30

Complaints

1 10 20 30

Debtcollection 128

Mortgage 68

Checkingor

savings

43

Creditcard 38

Creditorconsumer

reporting

34

34%

27%

18%

20%

11%

11%

10%

12%

17%

9%

Attemptstocollectdebtnotowed

46%(59)

Strugglingtopaymortgage41%

(28)

Managinganaccount88%(38)

Otherfeatures,terms,or

problems24%(9)

Incorrectinformationonyour

report59%(20)
Product%inFL

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Florida

8,195

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyFLSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

33%

26%

18%

14%

7%

1%

FLSM

complaints

FLSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 72

Complaints

1 20 40 60 72

Debtcollection 3,340

Mortgage 1,470

Creditorconsumer

reporting

1,273

Creditcard 566

Checkingor

savings

538

41%

25%

18%

25%

16%

23%

7%

9%

7%

9%

Attemptstocollectdebtnotowed

46%(1,540)

Strugglingtopaymortgage48%

(703)

Incorrectinformationonyour

report63%(808)

Otherfeatures,terms,or

problems28%(161)

Managinganaccount86%(465)
Product%inGA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Georgia

4,980

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyGASMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

40%

27%

13%

11%

6%

1%

0.7%

GASM

complaints

GASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 78

Complaints

1 20 40 60 78

Debtcollection 1,820

Creditorconsumer

reporting

998

Mortgage 833

Checkingor

savings

328

Creditcard 312

37%

24%

20%

24%

17%

25%

7%

8%

6%

7%

Attemptstocollectdebtnotowed

43%(782)

Incorrectinformationonyour

report64%(642)

Strugglingtopaymortgage41%

(345)

Managinganaccount87%(284)

Otherfeatures,terms,or

problems23%(71)
Product%inHI

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Hawaii

531

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyHISMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

38%

26%

15%

13%

5%

2%

HISM

complaints

HISMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 47

Complaints

1 10 20 30 40 47

Debtcollection 181

Mortgage 103

Creditorconsumer

reporting

82

Creditcard 63

Checkingor

savings

25

34%

25%

19%

29%

15%

17%

12%

12%

5%

8%

Attemptstocollectdebtnotowed

48%(86)

Troubleduringpaymentprocess

41%(42)

Incorrectinformationonyour

report59%(48)

Otherfeatures,terms,or

problems27%(17)

Managinganaccount88%(22)
Product%inIA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Iowa

426

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyIASMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

36%

28%

16%

10%

8%

0.7%

IASM

complaints

IASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 15

Complaints

1 5 10 15

Debtcollection 188

Creditorconsumer

reporting

61

Mortgage 56

Creditcard 32

Checkingor

savings

24

44%

32%

14%

19%

13%

14%

11%

8%

6%

8%

Attemptstocollectdebtnotowed

41%(78)

Incorrectinformationonyour

report56%(34)

Strugglingtopaymortgage46%

(26)

Otherfeatures,terms,or

problems25%(8)

Managinganaccount92%(22)
Product%inID

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Idaho

379

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyIDSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

39%

23%

17%

16%

5%

IDSM

complaints

IDSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 20

Complaints

1 5 10 15 20

Debtcollection 192

Mortgage 70

Creditorconsumer

reporting

25

Creditcard 24

Checkingor

savings

18

51%

34%

18%

18%

19%

7%

11%

6%

5%

7%

Attemptstocollectdebtnotowed

48%(92)

Troubleduringpaymentprocess

40%(28)

Incorrectinformationonyour

report52%(13)

Feesorinterest21%(5)

Managinganaccount94%(17)
Product%inIL

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Illinois

2,185

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyILSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

35%

29%

15%

12%

9%

ILSM

complaints

ILSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 52

Complaints

1 10 20 30 40 52

Debtcollection 797

Mortgage 397

Creditorconsumer

reporting

350

Checkingor

savings

181

Creditcard 161

36%

25%

18%

22%

16%

21%

11%

8%

10%

7%

Attemptstocollectdebtnotowed

42%(332)

Strugglingtopaymortgage47%

(185)

Incorrectinformationonyour

report56%(197)

Managinganaccount88%(160)

Otherfeatures,terms,or

problems24%(38)
Product%inIN

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Indiana

1,077

Complaintshandled

since2011

95%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyINSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

Other

CoastGuard

39%

25%

14%

11%

9%

0.6%

INSM

complaints

INSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 18

Complaints

1 5 10 15 18

Debtcollection 467

Mortgage 163

Creditorconsumer

reporting

136

Checkingor

savings

63

Creditcard 51

43%

30%

15%

17%

13%

19%

6%

9%

5%

9%

Attemptstocollectdebtnotowed

40%(187)

Strugglingtopaymortgage42%

(68)

Incorrectinformationonyour

report48%(65)

Managinganaccount86%(54)

Otherfeatures,terms,or

problems31%(16)
Product%inKS

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Kansas

613

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyKSSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

47%

27%

13%

7%

6%

KSSM

complaints

KSSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 41

Complaints

1 10 20 30 41

Debtcollection 251

Creditorconsumer

reporting

92

Mortgage 87

Creditcard 49

Checkingor

savings

26

41%

33%

15%

18%

14%

15%

11%

8%

4%

9%

Attemptstocollectdebtnotowed

39%(97)

Incorrectinformationonyour

report70%(64)

Strugglingtopaymortgage47%

(41)

Problemwithapurchaseshown

onyourstatement22%(11)

Managinganaccount96%(25)
Product%inKY

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Kentucky

990

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyKYSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

48%

28%

9%

8%

6%

0.6%

KYSM

complaints

KYSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 48

Complaints

1 10 20 30 40 48

Debtcollection 444

Creditorconsumer

reporting

161

Mortgage 137

Creditcard 71

Checkingor

savings

48

45%

33%

16%

20%

14%

16%

7%

8%

5%

8%

Attemptstocollectdebtnotowed

35%(155)

Incorrectinformationonyour

report63%(102)

Strugglingtopaymortgage39%

(53)

Otherfeatures,terms,or

problems28%(20)

Managinganaccount85%(41)
Product%inLA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Louisiana

1,225

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyLASMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

Other

CoastGuard

37%

30%

13%

11%

7%

2%

1%

LASM

complaints

LASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 56

Complaints

1 20 40 56

Debtcollection 477

Creditorconsumer

reporting

245

Mortgage 196

Checkingor

savings

78

Creditcard 55

39%

33%

20%

23%

16%

17%

6%

7%

4%

7%

Attemptstocollectdebtnotowed

46%(218)

Incorrectinformationonyour

report63%(154)

Strugglingtopaymortgage35%

(69)

Managinganaccount85%(66)

Otherfeatures,terms,or

problems22%(12)
Product%inMA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Massachusetts

1,105

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMASMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

36%

29%

13%

11%

9%

3%

0.6%

MASM

complaints

MASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 39

Complaints

1 10 20 30 39

Debtcollection 395

Mortgage 199

Creditcard 119

Creditorconsumer

reporting

118

Checkingor

savings

112

36%

19%

18%

25%

11%

14%

11%

15%

10%

13%

Attemptstocollectdebtnotowed

45%(178)

Strugglingtopaymortgage45%

(89)

Otherfeatures,terms,or

problems23%(27)

Incorrectinformationonyour

report64%(76)

Managinganaccount88%(99)
Product%inMD

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Maryland

2,956

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMDSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

Other

CoastGuard

34%

26%

17%

14%

6%

2%

1%

MDSM

complaints

MDSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 96

Complaints

1 20 40 60 80 96

Debtcollection 1,029

Mortgage 671

Creditorconsumer

reporting

400

Checkingor

savings

238

Creditcard 177

35%

23%

23%

28%

14%

17%

10%

8%

10%

6%

Attemptstocollectdebtnotowed

49%(503)

Strugglingtopaymortgage42%

(283)

Incorrectinformationonyour

report69%(275)

Managinganaccount87%(208)

Otherfeatures,terms,or

problems24%(43)
Product%inME

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Maine

355

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMESMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

47%

22%

14%

10%

4%

3%

MESM

complaints

MESMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 8

Complaints

1 2 4 6 8

Debtcollection 148

Mortgage 69

Creditcard 33

Creditorconsumer

reporting

29

Checkingor

savings

19

42%

24%

19%

24%

15%

9%

14%

8%

5%

9%

Attemptstocollectdebtnotowed

36%(54)

Strugglingtopaymortgage51%

(35)

Problemwithapurchaseshown

onyourstatement27%(9)

Incorrectinformationonyour

report55%(16)

Managinganaccount84%(16)
Product%inMI

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Michigan

2,055

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMISMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

35%

30%

15%

10%

10%

1%

MISM

complaints

MISMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 138

Complaints

1 50 100 138

Debtcollection 787

Mortgage 480

Creditorconsumer

reporting

222

Creditcard 165

Checkingor

savings

120

38%

26%

23%

25%

11%

17%

8%

9%

6%

9%

Attemptstocollectdebtnotowed

42%(327)

Strugglingtopaymortgage63%

(300)

Incorrectinformationonyour

report64%(143)

Otherfeatures,terms,or

problems30%(49)

Managinganaccount83%(99)
Product%inMN

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Minnesota

1,122

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMNSMsby

product

BRANCHOFSERVICE%

Army

MarineCorps

Notprovided

AirForce

Navy

CoastGuard

Other

29%

26%

19%

15%

10%

MNSM

complaints

MNSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 80

Complaints

1 20 40 60 80

Debtcollection 349

Creditorconsumer

reporting

322

Mortgage 131

Creditcard 98

Checkingor

savings

81

31%

24%

29%

15%

12%

24%

12%

9%

11%

7%

Attemptstocollectdebtnotowed

50%(174)

Incorrectinformationonyour

report74%(238)

Strugglingtopaymortgage44%

(57)

Problemwithapurchaseshown

onyourstatement27%(26)

Managinganaccount88%(71)
Product%inMO

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Missouri

1,411

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMOSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

39%

24%

16%

12%

8%

MOSM

complaints

MOSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 28

Complaints

1 10 20 28

Debtcollection 621

Mortgage 221

Creditorconsumer

reporting

156

Checkingor

savings

96

Creditcard 89

44%

29%

16%

21%

11%

18%

7%

8%

6%

9%

Attemptstocollectdebtnotowed

38%(237)

Strugglingtopaymortgage48%

(105)

Incorrectinformationonyour

report67%(104)

Managinganaccount91%(87)

Problemwithapurchaseshown

onyourstatement26%(23)
Product%inMS

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Mississippi

782

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMSSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

40%

24%

17%

13%

6%

0.9%

MSSM

complaints

MSSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 116

Complaints

1 20 40 60 80 100 116

Debtcollection 320

Creditorconsumer

reporting

114

Mortgage 104

Checkingor

savings

66

Creditcard 48

41%

32%

15%

22%

13%

16%

8%

8%

6%

7%

Attemptstocollectdebtnotowed

37%(119)

Incorrectinformationonyour

report61%(69)

Troubleduringpaymentprocess

44%(46)

Managinganaccount91%(60)

Problemwithapurchaseshown

onyourstatement27%(13)
Product%inMT

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Montana

233

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyMTSMsby

product

BRANCHOFSERVICE%

Notprovided

AirForce

Army

Navy

MarineCorps

CoastGuard

Other

27%

26%

24%

9%

8%

4%

MTSM

complaints

MTSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 21

Complaints

1 5 10 15 21

Debtcollection 113

Creditorconsumer

reporting

26

Mortgage 20

Studentloan 19

Checkingor

savings

17

48%

36%

11%

16%

17%

9%

8%

5%

7%

6%

Attemptstocollectdebtnotowed

42%(47)

Incorrectinformationonyour

report65%(17)

Troubleduringpaymentprocess

55%(11)

Strugglingtorepayyourloan63%

(12)

Managinganaccount71%(12)
Product%inNC

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

NorthCarolina

3,371

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNCSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

MarineCorps

Navy

AirForce

CoastGuard

Other

36%

28%

14%

12%

9%

0.6%

NCSM

complaints

NCSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 102

Complaints

1 20 40 60 80 102

Debtcollection 1,219

Mortgage 595

Creditorconsumer

reporting

558

Creditcard 273

Checkingor

savings

213

36%

24%

18%

23%

17%

21%

10%

8%

6%

9%

Attemptstocollectdebtnotowed

42%(516)

Strugglingtopaymortgage47%

(279)

Incorrectinformationonyour

report62%(344)

Otherfeatures,terms,or

problems21%(57)

Managinganaccount90%(191)
Product%inND

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

NorthDakota

249

Complaintshandled

since2011

99%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNDSMsby

product

BRANCHOFSERVICE%

MarineCorps

AirForce

Notprovided

Army

Navy

CoastGuard

Other

60%

15%

15%

6%

3%

NDSM

complaints

NDSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 134

Complaints

1 50 100 134

Creditorconsumer

reporting

140

Debtcollection 67

Mortgage 12

Creditcard 8

Checkingor

savings

8

56%

21%

27%

35%

12%

5%

11%

3%

3%

8%

Incorrectinformationonyour

report95%(133)

Tookorthreatenedtotake

negativeorlegalaction28%(19)

Strugglingtopaymortgage42%

(5)

Managinganaccount100%(8)

Otherfeatures,terms,or

problems50%(4)
Product%inNE

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Nebraska

341

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNESMsby

product

BRANCHOFSERVICE%

Notprovided

AirForce

Army

Navy

MarineCorps

CoastGuard

Other

31%

27%

25%

11%

5%

0.6%

NESM

complaints

NESMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 25

Complaints

1 5 10 15 20 25

Debtcollection 169

Mortgage 36

Creditorconsumer

reporting

34

Creditcard 34

Checkingor

savings

16

50%

33%

11%

16%

10%

14%

10%

11%

10%

5%

Attemptstocollectdebtnotowed

34%(58)

Troubleduringpaymentprocess

42%(15)

Feesorinterest26%(9)

Incorrectinformationonyour

report59%(20)

Managinganaccount100%(16)
Product%inNH

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

NewHampshire

307

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNHSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

32%

30%

15%

13%

7%

2%

NHSM

complaints

NHSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 14

Complaints

1 5 10 14

Debtcollection 125

Mortgage 64

Creditorconsumer

reporting

34

Creditcard 30

Checkingor

savings

20

41%

22%

21%

32%

11%

13%

10%

11%

7%

9%

Attemptstocollectdebtnotowed

35%(44)

Strugglingtopaymortgage58%

(37)

Incorrectinformationonyour

report53%(18)

Otherfeatures,terms,or

problems33%(10)

Managinganaccount85%(17)
Product%inNJ

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

NewJersey

2,013

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNJSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

MarineCorps

AirForce

CoastGuard

Other

33%

27%

16%

12%

11%

1%

NJSM

complaints

NJSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 86

Complaints

1 20 40 60 86

Debtcollection 721

Mortgage 409

Creditorconsumer

reporting

247

Checkingor

savings

160

Creditcard 157

36%

22%

20%

28%

12%

16%

11%

8%

11%

8%

Attemptstocollectdebtnotowed

44%(314)

Strugglingtopaymortgage47%

(191)

Incorrectinformationonyour

report60%(148)

Managinganaccount85%(136)

Problemwithapurchaseshown

onyourstatement27%(43)
Product%inNM

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

NewMexico

678

Complaintshandled

since2011

98%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNMSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

35%

28%

19%

12%

5%

1%

0.6%

NMSM

complaints

NMSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 38

Complaints

1 10 20 30 38

Debtcollection 295

Mortgage 102

Creditorconsumer

reporting

96

Checkingor

savings

46

Creditcard 33

44%

30%

15%

18%

14%

22%

7%

9%

5%

9%

Attemptstocollectdebtnotowed

42%(123)

Troubleduringpaymentprocess

39%(40)

Incorrectinformationonyour

report81%(78)

Managinganaccount91%(42)

Feesorinterest21%(7)
Product%inNV

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Nevada

1,547

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNVSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

35%

24%

19%

14%

6%

0.6%

NVSM

complaints

NVSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 82

Complaints

1 20 40 60 82

Debtcollection 581

Creditorconsumer

reporting

273

Mortgage 246

Checkingor

savings

123

Creditcard 110

38%

28%

18%

19%

16%

23%

10%

8%

7%

9%

Attemptstocollectdebtnotowed

45%(262)

Incorrectinformationonyour

report55%(150)

Troubleduringpaymentprocess

43%(106)

Managinganaccount86%(106)

Otherfeatures,terms,or

problems24%(26)
Product%inNY

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

NewYork

2,930

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyNYSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

MarineCorps

AirForce

CoastGuard

Other

38%

29%

12%

10%

10%

1%

0.6%

NYSM

complaints

NYSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 41

Complaints

1 10 20 30 41

Debtcollection 1,020

Mortgage 476

Creditorconsumer

reporting

464

Creditcard 306

Checkingor

savings

289

35%

21%

16%

23%

16%

19%

10%

14%

10%

12%

Attemptstocollectdebtnotowed

40%(412)

Strugglingtopaymortgage47%

(224)

Incorrectinformationonyour

report72%(334)

Otherfeatures,terms,or

problems25%(78)

Managinganaccount89%(256)
Product%inOH

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Ohio

2,806

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyOHSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

37%

24%

17%

11%

9%

0.9%

OHSM

complaints

OHSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 59

Complaints

1 20 40 59

Debtcollection 1,114

Mortgage 427

Creditorconsumer

reporting

339

Creditcard 234

Checkingor

savings

219

40%

29%

15%

20%

12%

16%

11%

8%

10%

8%

Attemptstocollectdebtnotowed

43%(474)

Strugglingtopaymortgage42%

(178)

Incorrectinformationonyour

report68%(230)

Otherfeatures,terms,or

problems22%(51)

Managinganaccount83%(182)
Product%inOK

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Oklahoma

1,014

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyOKSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

37%

29%

17%

12%

3%

2%

OKSM

complaints

OKSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 58

Complaints

1 20 40 58

Debtcollection 470

Creditorconsumer

reporting

147

Mortgage 134

Checkingor

savings

47

Creditcard 41

46%

34%

14%

18%

13%

16%

5%

7%

4%

9%

Attemptstocollectdebtnotowed

40%(187)

Incorrectinformationonyour

report63%(92)

Strugglingtopaymortgage43%

(58)

Managinganaccount94%(44)

Otherfeatures,terms,or

problems24%(10)
Product%inOR

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Oregon

1,087

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyORSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

34%

27%

17%

13%

7%

2%

ORSM

complaints

ORSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 29

Complaints

1 10 20 29

Debtcollection 415

Mortgage 186

Creditorconsumer

reporting

167

Creditcard 72

Checkingor

savings

68

38%

27%

17%

24%

15%

15%

11%

7%

10%

6%

Attemptstocollectdebtnotowed

40%(168)

Strugglingtopaymortgage37%

(69)

Incorrectinformationonyour

report60%(100)

Other21%(15)

Managinganaccount87%(59)
Product%inPA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Pennsylvania

2,739

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyPASMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

36%

28%

13%

12%

9%

1%

0.6%

PASM

complaints

PASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 44

Complaints

1 10 20 30 44

Debtcollection 1,103

Mortgage 437

Creditorconsumer

reporting

378

Checkingor

savings

263

Creditcard 183

40%

25%

16%

21%

14%

17%

10%

12%

11%

7%

Attemptstocollectdebtnotowed

43%(473)

Troubleduringpaymentprocess

40%(175)

Incorrectinformationonyour

report66%(248)

Managinganaccount84%(220)

Otherfeatures,terms,or

problems27%(50)
Product%inRI

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

RhodeIsland

241

Complaintshandled

since2011

99%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyRISMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

37%

29%

15%

9%

7%

3%

RISM

complaints

RISMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 24

Complaints

1 5 10 15 20 24

Debtcollection 94

Mortgage 37

Creditorconsumer

reporting

34

Creditcard 31

Checkingor

savings

23

39%

26%

15%

22%

14%

13%

13%

12%

10%

13%

Attemptstocollectdebtnotowed

32%(30)

Strugglingtopaymortgage65%

(24)

Incorrectinformationonyour

report68%(23)

Feesorinterest35%(11)

Managinganaccount83%(19)
Product%inSC

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

SouthCarolina

2,013

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbySCSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

40%

28%

13%

11%

8%

0.5%

SCSM

complaints

SCSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 116

Complaints

1 20 40 60 80 100 116

Debtcollection 802

Creditorconsumer

reporting

434

Mortgage 278

Creditcard 106

Checkingor

savings

95

40%

30%

22%

21%

14%

20%

5%

8%

5%

8%

Attemptstocollectdebtnotowed

46%(372)

Incorrectinformationonyour

report69%(299)

Strugglingtopaymortgage43%

(119)

Otherfeatures,terms,or

problems21%(22)

Managinganaccount79%(75)
Product%inSD

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

SouthDakota

163

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbySDSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

Other

CoastGuard

29%

27%

23%

14%

6%

1%

SDSM

complaints

SDSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 13

Complaints

1 5 10 13

Debtcollection 83

Creditorconsumer

reporting

16

Creditcard 15

Mortgage 14

Checkingor

savings

9

51%

35%

10%

14%

13%

9%

14%

9%

6%

8%

Attemptstocollectdebtnotowed

35%(29)

Incorrectinformationonyour

report69%(11)

Feesorinterest33%(5)

Troubleduringpaymentprocess

36%(5)

Managinganaccount89%(8)
Product%inTN

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Tennessee

1,864

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyTNSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

41%

27%

18%

8%

6%

TNSM

complaints

TNSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 116

Complaints

1 20 40 60 80 100 116

Debtcollection 796

Creditorconsumer

reporting

337

Mortgage 254

Checkingor

savings

135

Creditcard 91

43%

33%

18%

19%

14%

17%

7%

8%

5%

8%

Attemptstocollectdebtnotowed

43%(342)

Incorrectinformationonyour

report59%(200)

Troubleduringpaymentprocess

43%(109)

Managinganaccount85%(115)

Otherfeatures,terms,or

problems23%(21)
Product%inTX

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Texas

8,528

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyTXSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

40%

25%

13%

13%

8%

0.8%

TXSM

complaints

TXSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 128

Complaints

1 50 100 128

Debtcollection 3,826

Creditorconsumer

reporting

1,392

Mortgage 1,081

Creditcard 490

Checkingor

savings

486

45%

33%

16%

27%

13%

13%

6%

8%

6%

8%

Attemptstocollectdebtnotowed

42%(1,619)

Incorrectinformationonyour

report62%(860)

Troubleduringpaymentprocess

41%(440)

Otherfeatures,terms,or

problems23%(114)

Managinganaccount85%(415)
Product%inUT

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Utah

521

Complaintshandled

since2011

98%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyUTSMsby

product

BRANCHOFSERVICE%

Army

Notprovided

AirForce

MarineCorps

Navy

Other

CoastGuard

31%

26%

19%

12%

11%

1%

0.6%

UTSM

complaints

UTSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 26

Complaints

1 5 10 15 20 26

Debtcollection 218

Creditorconsumer

reporting

81

Mortgage 77

Creditcard 32

Checkingor

savings

30

42%

32%

16%

19%

15%

21%

10%

6%

6%

7%

Attemptstocollectdebtnotowed

50%(108)

Incorrectinformationonyour

report49%(40)

Strugglingtopaymortgage38%

(29)

Problemwithapurchaseshown

onyourstatement41%(13)

Managinganaccount87%(26)
Product%inVA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Virginia

4,401

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyVASMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

32%

26%

23%

10%

7%

1%

VASM

complaints

VASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 103

Complaints

1 20 40 60 80 103

Debtcollection 1,644

Mortgage 882

Creditorconsumer

reporting

667

Creditcard 309

Checkingor

savings

228

37%

25%

20%

22%

15%

19%

11%

7%

10%

5%

Attemptstocollectdebtnotowed

44%(727)

Strugglingtopaymortgage40%

(353)

Incorrectinformationonyour

report63%(423)

Otherfeatures,terms,or

problems28%(85)

Managinganaccount86%(196)
Product%inVT

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Vermont

140

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyVTSMsby

product

BRANCHOFSERVICE%

Notprovided

Army

Navy

AirForce

MarineCorps

CoastGuard

Other

34%

27%

19%

11%

6%

4%

VTSM

complaints

VTSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 10

Complaints

1 2 4 6 8 10

Debtcollection 50

Mortgage 29

Creditorconsumer

reporting

17

Creditcard 11

Checkingor

savings

10

36%

19%

21%

22%

12%

15%

15%

8%

12%

7%

Attemptstocollectdebtnotowed

36%(18)

Troubleduringpaymentprocess

45%(13)

Incorrectinformationonyour

report71%(12)

Feesorinterest27%(3)

Managinganaccount90%(9)
Product%inWA

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Washington

2,223

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyWASMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

34%

26%

20%

10%

6%

2%

WASM

complaints

WASMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 47

Complaints

1 10 20 30 40 47

Debtcollection 899

Mortgage 444

Creditorconsumer

reporting

285

Creditcard 141

Checkingor

savings

119

40%

26%

20%

26%

13%

17%

10%

6%

5%

9%

Attemptstocollectdebtnotowed

44%(393)

Troubleduringpaymentprocess

40%(177)

Incorrectinformationonyour

report66%(187)

Otherfeatures,terms,or

problems21%(29)

Managinganaccount87%(103)
Product%inWI

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Wisconsin

882

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyWISMsby

product

BRANCHOFSERVICE%

Army

Notprovided

Navy

AirForce

MarineCorps

CoastGuard

Other

40%

23%

16%

12%

8%

0.6%

0.6%

WISM

complaints

WISMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 15

Complaints

1 5 10 15

Debtcollection 368

Mortgage 176

Creditorconsumer

reporting

92

Creditcard 53

Checkingor

savings

53

42%

29%

20%

20%

10%

15%

13%

6%

6%

9%

Attemptstocollectdebtnotowed

51%(186)

Strugglingtopaymortgage41%

(73)

Incorrectinformationonyour

report62%(57)

Managinganaccount87%(46)

Otherfeatures,terms,or

problems28%(15)
Product%inWV

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

WestVirginia

376

Complaintshandled

since2011

96%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyWVSMsby

product

BRANCHOFSERVICE%

Army

Navy

Notprovided

AirForce

MarineCorps

CoastGuard

Other

36%

26%

22%

9%

6%

1%

WVSM

complaints

WVSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 61

Complaints

1 20 40 61

Debtcollection 121

Creditorconsumer

reporting

95

Mortgage 48

Creditcard 33

Checkingor

savings

30

32%

28%

25%

21%

13%

15%

10%

9%

8%

9%

Attemptstocollectdebtnotowed

50%(60)

Incorrectinformationonyour

report55%(52)

Troubleduringpaymentprocess

35%(17)

Otherfeatures,terms,or

problems21%(7)

Managinganaccount80%(24)
Product%inWY

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

Wyoming

140

Complaintshandled

since2011

95%

Timelycompany

responsessince2011

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService.Thecomplaint

mapincludesdataforgeocodedzipcodes.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

TopissuereportedbyWYSMsby

product

BRANCHOFSERVICE%

Notprovided

Army

AirForce

Navy

MarineCorps

CoastGuard

Other

37%

29%

20%

13%

1%

WYSM

complaints

WYSMCOMPLAINTSBYZIP

91,482

UScomplaintshandled

since2011

1 32

Complaints

1 10 20 32

Debtcollection 56

Mortgage 28

Creditorconsumer

reporting

19

Creditcard 7

Studentloan 6

40%

33%

20%

17%

14%

17%

10%

5%

4%

5%

Attemptstocollectdebtnotowed

41%(23)

Strugglingtopaymortgage36%

(10)

Incorrectinformationonyour

report74%(14)

Otherfeatures,terms,or

problems29%(2)

Dealingwithyourlenderor

servicer50%(3)
Product%

"SM"referstoconsumerswhoself-identifiedasaservicemember,veteranortheirfamily;"Non-SM"referstoconsumerswhodidnot

self-identifyasaservicemember,veteranortheirfamily."Other"branchofserviceincludesNOAAandPublicHealthService."Other"

locationsincludeAS,FM,MH,MP,andPW.ThisreportusesdynamicdataasofOctober1,2017andmaydifferslightlyfromotherpublic

reports.Pleaseseetheappendixforreportdefinitionsandvisitconsumerfinance.gov/complainttolearnhowwehandlecomplaints.

TOP5PRODUCTSBYVOLUME

SM Non-SM

BRANCHOFSERVICE%

91,482

UScomplaintshandled

since2011

AE

AP

PR

GU

Other

VI

AA

38%

27%

23%

6%

2%

2%

1%

COMPLAINTSBYLOCATION

COMPLAINTSSUBMITTEDBYSERVICEMEMBERS,VETERANS,ANDTHEIRFAMILIES("SM")

USterritoriesandArmedForces

Army

Notprovided

AirForce

Navy

MarineCorps

CoastGuard

Other

39%

22%

18%

15%

4%

1%

0%

909

Complaintshandled

since2011

97%

Timelycompany

responsessince2011

SM

complaints

TopissuereportedbySMsby

product

Debtcollection 298

Mortgage 163

Creditorconsumer

reporting

155

Creditcard 83

Checkingor

savings

70

33%

20%

18%

17%

17%

27%

13%

9%

12%

8%

Attemptstocollectdebtnotowed

50%(148)

Strugglingtopaymortgage52%

(85)

Incorrectinformationonyour

report67%(104)

Otherfeatures,terms,or

problems20%(17)

Managinganaccount91%(64)
Definitions

The Consumer Financial Protection Bureau (CFPB) is the first federal agency solely focused 

on consumer financial protection,1and consumer complaints2are an integral part of that 

work. The CFPB helps connect consumers with financial companies to make their voices 

heard. When consumers submit a complaint, we work with companies to get the consumer a 

response, generally within 15 days. We also publish basic information about complaints in 

our public Consumer Complaint Database to empower consumers, inform consumer 

advocates and companies, and improve the functioning of the marketplace.

The CFPB has used a phased-in approach to expand its complaint handling over time to 

include multiple products and services under its authority. Complaint-handling capacity was 

expanded as follows: credit card complaints on July 21, 2011, mortgage complaints on 

December 1, 2011, bank accounts and services, private student loans, and consumer loans 

on March 1, 2012, credit reporting on October 22, 2012, money transfers on April 4, 2013, 

debt collection on July 10, 2013, payday loans on November 6, 2013, prepaid cards, credit 

repair, debt settlement, and pawn and title loans on July 19, 2014, virtual currency on August 

11, 2014, and Federal student loan servicing on February 26, 2016. As of October 1, 2017, 

the CFPB has handled approximately 1,317,200 complaints.

 

1

The Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010, Pub. L. No. 111-203 (“Dodd-Frank 

Act”) created the CFPB to protect consumers of financial products or services and to encourage the fair and 

competitive operation of consumer financial markets.

2

Consumer complaints are submissions that express dissatisfaction with, or communicate suspicion of wrongful 

conduct by, an identifiable entity related to a consumer’s personal experience with a financial product or service.
Servicemembers and older consumers are both self-identified. Servicemembers refers to 

servicemembers, veterans, and their dependents. Older consumers are defined as 

consumers who voluntarily reported their age as 62 or older. Consumers have voluntarily 

reported their age in 54 percent of complaints.

State specific complaint counts are based on consumer-provided ZIP codes and reflect 

cumulative complaint data since July 21, 2011.

A consumer complaint narrative is the consumer-submitted description of "what happened" 

from the complaint. Consumers' descriptions of “what happened” are included in the 

Consumer Complaint Database if consumers consent to publishing the description and after 

we take steps to remove personal information.

A timely company response means the company provided a timely response to the consumer 

and the CFPB.

Visit consumerfinance.gov/complaint to learn about how we handle complaints or to submit a 

complaint. Visit our Consumer Complaint Database at 

consumerfinance.gov/complaintdatabase to search, sort, filter, and export complaints.