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Consumer Complaint Data: As of June 30, 2020

This section is a summary of cases filed with the OCC’s Customer Assistance Group (CAG) from calendar year 2016 through June 30, 2020.

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

Cases Received from Consumers




Complaints by Major Product

This chart 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.

Complaints by Major Product

Complaints by Major Product




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 Associations

Reimbursements to Consumers of National Banks and Federal Savings Institutions