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2011 2017 CFPB Complaints by Issues and Sub-Issues Complaint by Issues and Sub-Issues Year of Complaint Total 2011 2012 2013 2014 2015 2016 2017 Account opening, closing, or management                 (blank)   4950 5713 6442 7278 10316 2173 36872 Account opening, closing, or management Total   4950 5713 6442 7278 10316 2173 36872 Account terms and changes                 (blank)   123 144 91 60 58 5 481 Account terms and changes Total   123 144 91 60 58 5 481 Adding money                 (blank)       12 123 54 9 198 Adding money Total       12 123 54 9 198 Advertising and marketing                 (blank) 26 355 403 489 718 759 142 2892 Advertising and marketing Total 26 355 403 489 718 759 142 2892 Advertising, marketing or disclosures                 (blank)       9 26 34 6 75 Advertising, marketing or disclosures Total       9 26 34 6 75 Application processing delay                 (blank) 9 91 83 72 103 127 31 516 Application processing delay Total 9 91 83 72 103 127 31 516 Application, originator, mortgage broker                 (blank) 152 2731 3416 2688 3329 3803 737 16856 Application, originator, mortgage broker Total 152 2731 3416 2688 3329 3803 737 16856 Applied for loan/did not receive money                 Applied for loan/did not receive money     21 142 76 57 9 305 (blank)       7 15 11 3 36 Applied for loan/did not receive money Total     21 149 91 68 12 341 APR or interest rate                 (blank) 121 1733 844 844 797 917 167 5423 APR or interest rate Total 121 1733 844 844 797 917 167 5423 Arbitration                 (blank) 2 49 52 72 55 86 21 337 Arbitration Total 2 49 52 72 55 86 21 337 Balance transfer                 (blank) 18 187 147 177 215 285 57 1086 Balance transfer Total 18 187 147 177 215 285 57 1086 Balance transfer fee                 (blank) 5 42 23 36 49 48 13 216 Balance transfer fee Total 5 42 23 36 49 48 13 216 Bankruptcy                 (blank) 2 65 91 81 118 73 6 436 Bankruptcy Total 2 65 91 81 118 73 6 436 Billing disputes                 (blank) 168 2290 2435 2406 2781 3653 881 14614 Billing disputes Total 168 2290 2435 2406 2781 3653 881 14614 Billing statement                 (blank) 36 438 360 439 561 606 121 2561 Billing statement Total 36 438 360 439 561 606 121 2561 Can't contact lender                 Can't contact lender     13 276 327 299 59 974 (blank)       17 25 33 10 85 Can't contact lender Total     13 293 352 332 69 1059 Can't repay my loan                 Can't decrease my monthly payments   1 13 758 637 944 1348 3701 Can't get flexible payment options   2 26 841 681 663 850 3063 Can't temporarily postpone payments   1 8 319 262 418 339 1347 Can't repay my loan Total   4 47 1918 1580 2025 2537 8111 Can't stop charges to bank account                 Can't stop charges to bank account     18 143 149 155 21 486 (blank)       1 2 5 4 12 Can't stop charges to bank account Total     18 144 151 160 25 498 Cash advance                 (blank) 1 55 42 43 37 55 8 241 Cash advance Total 1 55 42 43 37 55 8 241 Cash advance fee                 (blank) 3 45 33 27 39 39 6 192 Cash advance fee Total 3 45 33 27 39 39 6 192 Charged bank acct wrong day or amt                 Charged bank acct wrong day or amt     10 71 84 102 10 277 (blank)       2 2 3 3 10 Charged bank acct wrong day or amt Total     10 73 86 105 13 287 Charged fees or interest I didn't expect                 Charged fees or interest I didn't expect     110 827 639 668 131 2375 (blank)       54 104 110 13 281 Charged fees or interest I didn't expect Total     110 881 743 778 144 2656 Closing/Cancelling account                 (blank) 75 989 937 947 1411 1508 334 6201 Closing/Cancelling account Total 75 989 937 947 1411 1508 334 6201 Collection debt dispute                 (blank) 39 581 281         901 Collection debt dispute Total 39 581 281         901 Collection practices                 (blank) 55 667 279         1001 Collection practices Total 55 667 279         1001 Communication tactics                 Called after sent written cease of comm     189 586 527 421 76 1799 Called outside of 8am-9pm     90 321 235 189 42 877 Frequent or repeated calls     1478 4648 4145 3262 648 14181 Threatened to take legal action     385 1457 1347 1160 219 4568 Used obscene/profane/abusive language     151 518 532 477 90 1768 Communication tactics Total     2293 7530 6786 5509 1075 23193 Cont'd attempts collect debt not owed                 Debt is not mine     2706 10079 10693 9612 2205 35295 Debt resulted from identity theft     257 987 1255 1700 452 4651 Debt was discharged in bankruptcy     203 680 683 634 124 2324 Debt was paid     1253 4274 4545 4773 1094 15939 Cont'd attempts collect debt not owed Total     4419 16020 17176 16719 3875 58209 Convenience checks                 (blank) 2 34 16 25 32 27 8 144 Convenience checks Total 2 34 16 25 32 27 8 144 Credit card protection / Debt protection                 (blank) 44 582 393 385 509 577 173 2663 Credit card protection / Debt protection Total 44 582 393 385 509 577 173 2663 Credit decision / Underwriting                 (blank) 47 849 1085 933 1190 1208 242 5554 Credit decision / Underwriting Total 47 849 1085 933 1190 1208 242 5554 Credit determination                 (blank) 54 516 488 497 609 683 130 2977 Credit determination Total 54 516 488 497 609 683 130 2977 Credit line increase/decrease                 (blank) 30 507 334 332 419 411 98 2131 Credit line increase/decrease Total 30 507 334 332 419 411 98 2131 Credit monitoring or identity protection                 Account terms and changes   15 83 255 164 142 34 693 Billing dispute   18 108 209 230 223 69 857 Insurance terms     2 1 1   2 6 Problem cancelling or closing account   9 74 114 115 130 34 476 Problem with fraud alerts   16 204 395 453 838 133 2039 Receiving unwanted marketing/advertising   5 25 69 40 57 15 211 Credit monitoring or identity protection Total   63 496 1043 1003 1390 287 4282 Credit reporting                 (blank) 84 1156 456         1696 Credit reporting Total 84 1156 456         1696 Credit reporting company's investigation                 Inadequate help over the phone   31 169 337 370 576 154 1637 Investigation took too long   38 226 293 669 1080 273 2579 No notice of investigation status/result   85 735 1034 1526 2146 534 6060 Problem with statement of dispute   158 859 1302 1272 1644 390 5625 Credit reporting company's investigation Total   312 1989 2966 3837 5446 1351 15901 Customer service / Customer relations                 (blank) 27 371 440 637 809 914 220 3418 Customer service / Customer relations Total 27 371 440 637 809 914 220 3418 Customer service/Customer relations                 (blank)       42 89 111 24 266 Customer service/Customer relations Total       42 89 111 24 266 Dealing with my lender or servicer                 Don't agree with fees charged     1 250 392 916 932 2491 Having problems with customer service   1 13 342 472 1170 552 2550 Keep getting calls about my loan     12 244 292 426 199 1173 Need information about my balance/terms   2 3 177 242 425 237 1086 Received bad information about my loan   1 10 383 523 1223 1375 3515 Trouble with how payments are handled   1 33 859 859 1749 1618 5119 Dealing with my lender or servicer Total   5 72 2255 2780 5909 4913 15934 Delinquent account                 (blank) 17 173 360 612 902 849 193 3106 Delinquent account Total 17 173 360 612 902 849 193 3106 Deposits and withdrawals                 (blank)   3482 3692 3966 4635 5360 1088 22223 Deposits and withdrawals Total   3482 3692 3966 4635 5360 1088 22223 Disclosure verification of debt                 Not disclosed as an attempt to collect     111 403 483 603 120 1720 Not given enough info to verify debt     1403 4665 4816 7551 2085 20520 Right to dispute notice not received     443 1605 2002 2227 565 6842 Disclosure verification of debt Total     1957 6673 7301 10381 2770 29082 Disclosures                 (blank)       7 16 15 7 45 Disclosures Total       7 16 15 7 45 Excessive fees                 (blank)       11 33 47 6 97 Excessive fees Total       11 33 47 6 97 False statements or representation                 Attempted to collect wrong amount     660 2459 2487 2374 557 8537 Impersonated an attorney or official     91 404 374 352 41 1262 Indicated committed crime not paying     60 290 306 267 67 990 Indicated shouldn't respond to lawsuit     16 109 113 72 23 333 False statements or representation Total     827 3262 3280 3065 688 11122 Fees                 (blank)       29 89 93 14 225 Fees Total       29 89 93 14 225 Forbearance / Workout plans                 (blank) 9 164 99 87 74 90 21 544 Forbearance / Workout plans Total 9 164 99 87 74 90 21 544 Fraud or scam                 (blank)     191 523 1055 934 173 2876 Fraud or scam Total     191 523 1055 934 173 2876 Getting a loan                 Can't qualify for a loan   1 5 54 89 111 29 289 Getting a loan   104 99 2       205 Qualify for a better loan than offered     1 44 52 42 15 154 Getting a loan Total   105 105 100 141 153 44 648 Identity theft / Fraud / Embezzlement                 (blank) 152 990 962 1407 1785 2438 470 8204 Identity theft / Fraud / Embezzlement Total 152 990 962 1407 1785 2438 470 8204 Improper contact or sharing of info                 Contacted employer after asked not to     185 748 609 498 98 2138 Contacted me after I asked not to     248 879 669 606 108 2510 Contacted me instead of my attorney     28 66 74 53 17 238 Talked to a third party about my debt     411 1376 1355 1374 325 4841 Improper contact or sharing of info Total     872 3069 2707 2531 548 9727 Improper use of my credit report                 Received marketing offer after opted out   4 32 27 37 59 6 165 Report improperly shared by CRC   66 635 757 1310 1835 385 4988 Report shared with employer w/o consent   7 28 34 43 37 13 162 Improper use of my credit report Total   77 695 818 1390 1931 404 5315 Incorrect exchange rate                 (blank)       4 7 11   22 Incorrect exchange rate Total       4 7 11   22 Incorrect information on credit report                 Account status   474 4232 9543 9439 9818 2337 35843 Account terms   159 1133 2244 2786 3392 848 10562 Information is not mine   398 2526 6137 7756 11302 2587 30706 Personal information   75 462 1276 2080 2683 649 7225 Public record   97 738 1635 2374 2800 718 8362 Reinserted previously deleted info   54 407 757 1027 2568 654 5467 Incorrect information on credit report Total   1257 9498 21592 25462 32563 7793 98165 Incorrect/missing disclosures or info                 (blank)     23 52 60 53 7 195 Incorrect/missing disclosures or info Total     23 52 60 53 7 195 Late fee                 (blank) 54 633 577 643 689 778 162 3536 Late fee Total 54 633 577 643 689 778 162 3536 Lender damaged or destroyed property                 (blank)       1     1 2 Lender damaged or destroyed property Total       1     1 2 Lender damaged or destroyed vehicle                 (blank)       2 3 1   6 Lender damaged or destroyed vehicle Total       2 3 1   6 Lender repossessed or sold the vehicle                 (blank)       19 27 25 5 76 Lender repossessed or sold the vehicle Total       19 27 25 5 76 Lender sold the property                 (blank)       3 2 2   7 Lender sold the property Total       3 2 2   7 Loan modification,collection,foreclosure                 (blank) 646 22150 29143 21480 18639 16251 2715 111024 Loan modification,collection,foreclosure Total 646 22150 29143 21480 18639 16251 2715 111024 Loan servicing, payments, escrow account                 (blank) 378 9680 13247 15767 16279 17037 3216 75604 Loan servicing, payments, escrow account Total 378 9680 13247 15767 16279 17037 3216 75604 Lost or stolen check                 (blank)       9 14 14 2 39 Lost or stolen check Total       9 14 14 2 39 Lost or stolen money order                 (blank)       3 15 19 6 43 Lost or stolen money order Total       3 15 19 6 43 Making/receiving payments, sending money                 (blank)   1046 1118 1255 1490 1857 399 7165 Making/receiving payments, sending money Total   1046 1118 1255 1490 1857 399 7165 Managing the line of credit                 (blank)   168 154 137 139 160 27 785 Managing the line of credit Total   168 154 137 139 160 27 785 Managing the loan or lease                 (blank)   963 1511 2576 3659 4726 1180 14615 Managing the loan or lease Total   963 1511 2576 3659 4726 1180 14615 Managing, opening, or closing account                 (blank)       110 608 365 62 1145 Managing, opening, or closing account Total       110 608 365 62 1145 Money was not available when promised                 (blank)     102 212 294 311 41 960 Money was not available when promised Total     102 212 294 311 41 960 Other                 (blank) 87 2107 2079 2335 3191 3755 743 14297 Other Total 87 2107 2079 2335 3191 3755 743 14297 Other fee                 (blank) 38 407 330 356 405 489 98 2123 Other fee Total 38 407 330 356 405 489 98 2123 Other service issues                 (blank)     45 127 136 156 32 496 Other service issues Total     45 127 136 156 32 496 Other transaction issues                 (blank)     160 281 424 492 89 1446 Other transaction issues Total     160 281 424 492 89 1446 Overdraft, savings or rewards features                 (blank)       7 18 24 3 52 Overdraft, savings or rewards features Total       7 18 24 3 52 Overlimit fee                 (blank) 2 50 43 40 33 38 6 212 Overlimit fee Total 2 50 43 40 33 38 6 212 Payment to acct not credited                 Payment to acct not credited     10 109 112 108 24 363 (blank)       12 23 35 6 76 Payment to acct not credited Total     10 121 135 143 30 439 Payoff process                 (blank) 27 460 371 347 425 517 106 2253 Payoff process Total 27 460 371 347 425 517 106 2253 Privacy                 (blank) 7 71 85 90 107 96 26 482 Privacy Total 7 71 85 90 107 96 26 482 Problems caused by my funds being low                 (blank)   2034 2050 1929 2370 2659 536 11578 Problems caused by my funds being low Total   2034 2050 1929 2370 2659 536 11578 Problems when you are unable to pay                 Problems when you are unable to pay   838 857 2       1697 (blank)   417 700 1301 2131 2287 541 7377 Problems when you are unable to pay Total   1255 1557 1303 2131 2287 541 9074 Received a loan I didn't apply for                 Received a loan I didn't apply for     12 138 201 180 39 570 (blank)       3 5 13 1 22 Received a loan I didn't apply for Total     12 141 206 193 40 592 Repaying your loan                 Repaying your loan   1888 1924 8       3820 Repaying your loan Total   1888 1924 8       3820 Rewards                 (blank) 29 368 324 333 544 1025 210 2833 Rewards Total 29 368 324 333 544 1025 210 2833 Sale of account                 (blank) 3 38 52 55 79 91 16 334 Sale of account Total 3 38 52 55 79 91 16 334 Settlement process and costs                 (blank) 54 1326 1652 1533 1813 2006 397 8781 Settlement process and costs Total 54 1326 1652 1533 1813 2006 397 8781 Shopping for a line of credit                 (blank)   46 40 58 72 75 7 298 Shopping for a line of credit Total   46 40 58 72 75 7 298 Shopping for a loan or lease                 (blank)   74 176 350 532 727 96 1955 Shopping for a loan or lease Total   74 176 350 532 727 96 1955 Taking out the loan or lease                 (blank)   197 392 825 1098 1338 325 4175 Taking out the loan or lease Total   197 392 825 1098 1338 325 4175 Taking/threatening an illegal action                 Attempted to/Collected exempt funds     89 249 264 233 41 876 Seized/Attempted to seize property     84 301 286 373 80 1124 Sued w/o proper notification of suit     109 352 410 398 79 1348 Sued where didn't live/sign for debt     26 105 120 120 15 386 Threatened arrest/jail if do not pay     216 809 658 465 82 2230 Threatened to sue on too old debt     177 805 803 718 128 2631 Taking/threatening an illegal action Total     701 2621 2541 2307 425 8595 Transaction issue                 (blank) 22 339 346 465 570 702 178 2622 Transaction issue Total 22 339 346 465 570 702 178 2622 Unable to get credit report/credit score                 Problem getting my free annual report   72 986 1788 1602 1551 345 6344 Problem getting report or credit score   90 715 1031 980 1193 259 4268 Unable to get credit report/credit score Total   162 1701 2819 2582 2744 604 10612 Unauthorized transactions/trans. issues                 (blank)       110 576 439 124 1249 Unauthorized transactions/trans. issues Total       110 576 439 124 1249 Unexpected/Other fees                 (blank)       5 43 44 5 97 Unexpected/Other fees Total       5 43 44 5 97 Unsolicited issuance of credit card                 (blank) 15 190 207 263 370 616 123 1784 Unsolicited issuance of credit card Total 15 190 207 263 370 616 123 1784 Using a debit or ATM card                 (blank)   712 815 1073 1368 1660 318 5946 Using a debit or ATM card Total   712 815 1073 1368 1660 318 5946 Wrong amount charged or received                 (blank)     38 65 85 61 11 260 Wrong amount charged or received Total     38 65 85 61 11 260 Grand Total 2540 72402 108226 153087 168591 191537 47044 743427

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