Florida PIRG Education Fund
New Report Identifies Bank Consumers Complain About Most
Florida Consumers Resolve Banking Disputes And Chart Trends Through the CFPB’s Public Consumer Complaints Database
Tampa, FL – Thousands of Americans are using the Consumer Financial Protection Bureau’s public Consumer Complaints Database to settle disputes with their banks, according to a new report from the Florida PIRG Education Fund. The report highlights banks that generated the most complaints through their various banking services in each state.
“Thanks to the CFPB’s complaints database, consumers who get ripped off or misled by their banks can make their voices heard and get satisfaction,” said Dalyn Houser, associate for the Florida PIRG Education Fund. “Other consumers can view the public database and make smarter, more informed financial choices. By providing a roadmap for navigating the tricks and traps of the financial marketplace, this database is another way the CFPB gets real results for consumers.”
The report, “Big Banks, Big Complaints: CFPB’s Consumer Complaints Database Gets Real Results for Consumers,” [http://www.floridapirg.org/reports/flp/big-banks-big-complaints]
is the first in a series that analyzes the data in the CFPB’s Consumer Complaints Database, which accepts complaints relating to a variety of financial products and services. This first report focuses on the complaints relating to bank accounts.
Some key findings:
· The most complained about bank in Florida is Wells Fargo, followed by Bank of America and JP Morgan Chase
· The banks that generated the most complaints nationally are also the largest banks in terms of billions of dollars deposited: Wells Fargo, Bank of America, and JP Morgan Chase. But on a per-dollar basis, the banks that generated the most complaints are TCF National Bank, Sovereign Bank and Capital One.
· One in four complaints (28 percent) resulted in monetary relief to the consumer, and an additional 5 percent resulted in non-monetary relief to the consumer, such as adjusting account terms. A total of 95 percent of complaints were closed through the process.
· Florida ranked 8th highest overall for our complaints-to-deposits ratio—ranking from highest to lowest based on the amount of complaints relative to the amount of banking done in each state.
While banks respond to 95 percent of complaints, approximately one in every five resolutions is still disputed by the consumer.
Students at FSU Law are many of thousands of consumers with complaints on big banks. Michael Blank of FSU Law states, “Chase Bank charged me $36 when I deposited someone’s check written to me which happened to be bad. That is totally outrageous. How is their bad check my fault?”
Similarly, Seth Coleman of FSU Law says, “Bank of America charged a fee because I exceeded the transfers allowed between my own accounts online. I was unaware, but only allowed 6 a month. I had to pay it and there was nothing I could do.”
“Due to the thousands of complaints from consumers on their bank accounts since March 2012, this report illustrates how important it is that the CFPB is now in operation. More importantly, that this information is utilized immediately to create more effective protection for consumers from big banks” states Alice Vickers, Florida Consumer Advocacy Network (FCAN) consumer advocate.
To make the public database more useful to consumers, the report also highlights several changes that the CFPB should make, such as developing a mobile app version for smartphone users. Most importantly, the CFPB should analyze the data regularly and move to act on problems that become apparent through the process.
“The CFPB should use the information and analysis to implement strong consumer protections,” said Houser. “The database is a powerful tool for the CFPB to use in setting its agenda and taking on the most egregious banking practices.”
Download the report, “Big Banks, Big Complaints: CFPB’s Consumer Complaints Database Gets Real Results for Consumers” [http://www.floridapirg.org/reports/flp/big-banks-big-complaints]
This is the first in a series of five reports by the FLPIRG Education Fund that analyze the complaints in the CFPB’s public Consumer Complaints Database. Upcoming reports will analyze complaints relating to private student loans, credit cards, credit reporting, and debt collection.
Visit the CFPB’s public Consumer Complaints Database: www.consumerfinance.gov/complaintdatabase/
Florida PIRG Education Fund works to protect consumers and promote good government. We investigate problems, craft solutions, educate the public, and offer meaningful opportunities for civic participation. www.flpirgedfund.org