11 Banks With the Most Consumer Complaints
Since its creation in 2011, the Consumer Financial Protection Bureau (CFPB) has returned nearly $12.5 billion to more than 31 million U.S. consumers. When former South Carolina Congressman Mick Mulvaney became acting head of the agency in November 2017, he said that the CFPB would no longer be taking enforcement actions.
He wasn’t kidding. The CFPB initiated just 10 enforcement actions in 2018 compared to 55 in 2015, 42 in 2016 and 35 in 2017. Among the agency’s primary targets were financial institutions.
Between January 1 and December 19 of 2018, consumers filed 244,114 complaints with the CFPB that were related to financial products. Financial product marketplace LendEDU scoured the CFPB’s complaint database and identified 42,946 complaints against 73 banking institutions included in the S&P Banks Select Industry Index to determine which institutions received the most (and the fewest) complaints.
Researchers compiled two lists of complaints against the banks. The first included all complaints in nine categories such as checking/savings accounts, credit/prepaid cards and mortgages (244,114). The second included only complaints about checking and savings accounts (42,496).
Then they computed the number of total complaints and banking-only complaints filed per $1 billion in bank deposits. The bank with the most complaints in both categories was among the smallest included in the S&P index.
Only 10 of the 73 banks had no complaints. These were Silicon Valley Bank, Wintrust Financial, Whitney Bank, Columbia and Columbia State Banks, Florida Community Bank, CenterState Bank, Ameris Bank, Citizens Business Bank, Banner Bank, and First Merchants and Commerce National Banks.
We’ve listed the 11 banks that received the most complaints in order of the total number of complaints per $1 billion in deposits. We’ve added the bank’s total deposits, banking-only complaints per $1 billion and the year-over-year change in a bank’s ranking. Total complaint numbers are also included.
Only one of the banks on this list has not been involved in an enforcement action from the CFPB. We have included one enforcement action taken against the other nine banks. Payments of restitution and fines range between $3.5 million and $1.0 billion. In fact, adding up just the payments we’ve included, banks have paid about a quarter of all penalties levied by the CFPB since 2012.