U.S. mortgage complaints: what 453,382 CFPB records reveal
The short version
Americans have filed 453,382 mortgage complaints with the federal Consumer Financial Protection Bureau. But 84% are about servicing — payments, escrow, foreclosure and loan modifications that happen after you close — not about getting a loan. The companies at the top are mostly large loan servicers you don't choose, so complaint counts say more about company size than about which lender to pick.
- 453,382 total U.S. mortgage complaints on record; 62,748 filed since 2024.
- 84% concern servicing (payments, escrow, foreclosure, modifications); only 16% concern applying for or closing a loan.
- The most-complained-about companies are dominated by national servicers and the largest banks — not by whichever lender wrote the loan.
- Companies responded on time to 98.2% of complaints, but only 7.4% closed with relief for the consumer.
Complaints are about servicing, not shopping
The single most useful pattern is where in the mortgage life-cycle things go wrong. Grouped by issue, 84% of all mortgage complaints (380,679 of 453,382) are servicing problems that surface long after the loan closes. Just 16% touch the part a borrower actually controls — applying, underwriting and closing.
That matters because you choose your lender, but you rarely choose your servicer. Servicing rights are bought and sold; your loan can move to a new company more than once, and that's where most disputes begin — often around your escrow account.
| Issue reported | Complaints | Share |
|---|---|---|
| Loan modification,collection,foreclosure | 112,294 | 24.8% |
| Trouble during payment process | 109,709 | 24.2% |
| Loan servicing, payments, escrow account | 77,309 | 17.1% |
| Struggling to pay mortgage | 61,109 | 13.5% |
| Applying for a mortgage or refinancing an existing mortgage | 28,076 | 6.2% |
| Closing on a mortgage | 18,477 | 4.1% |
| Application, originator, mortgage broker | 17,216 | 3.8% |
| Settlement process and costs | 8,934 | 2% |
Source: CFPB Consumer Complaint Database (U.S. mortgages), pulled 2026-07-10.
The companies with the most mortgage complaints
Here are the 20 companies with the most mortgage complaints on record. We've tagged each as a Servicer, Bank or Nonbank lender, because the mix matters: servicers you don't choose sit near the top, while the lenders most people shop with rank by portfolio size.
| Company | Type | All-time | Since 2024 |
|---|---|---|---|
| WELLS FARGO & COMPANY | Bank | 49,546 | 3,355 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | Bank | 48,341 | 1,336 |
| Ocwen Financial Corporation | Servicer | 35,273 | 2,896 |
| JPMORGAN CHASE & CO. | Bank | 25,638 | 1,431 |
| NATIONSTAR MORTGAGE LLC | Servicer | 18,596 | — |
| Shellpoint Partners, LLC | Servicer | 16,092 | 7,647 |
| SELECT PORTFOLIO SERVICING, INC. | Servicer | 14,854 | 2,399 |
| Ditech Financial LLC | Servicer | 13,623 | — |
| Mr. Cooper Group Inc. | Servicer | 13,321 | 4,701 |
| CITIBANK, N.A. | Bank | 10,405 | 121 |
| U.S. BANCORP | Bank | 8,866 | 1,090 |
| Freedom Mortgage Company | Nonbank lender | 8,631 | 2,945 |
| Specialized Loan Servicing Holdings LLC | Servicer | 7,886 | 230 |
| PNC Bank N.A. | Bank | 7,386 | 835 |
| LoanCare, LLC | Servicer | 7,029 | 1,192 |
| Rocket Mortgage, LLC | Nonbank lender | 6,948 | 2,932 |
| CARRINGTON MORTGAGE SERVICES, LLC | Servicer | 6,083 | 1,370 |
| PENNYMAC LOAN SERVICES, LLC. | Nonbank lender | 4,983 | 1,682 |
| HSBC NORTH AMERICA HOLDINGS INC. | Bank | 4,835 | 66 |
| Caliber Home Loans, Inc. | Nonbank lender | 4,317 | 26 |
Source: CFPB Consumer Complaint Database, pulled 2026-07-10. "—" = company wound down or reported no recent complaints.
Who draws complaints today (since 2024)
| Company | Type | Complaints |
|---|---|---|
| Shellpoint Partners, LLC | Servicer | 7,647 |
| Mr. Cooper Group Inc. | Servicer | 4,701 |
| WELLS FARGO & COMPANY | Bank | 3,355 |
| Freedom Mortgage Company | Nonbank lender | 2,945 |
| Rocket Mortgage, LLC | Nonbank lender | 2,932 |
| Ocwen Financial Corporation | Servicer | 2,896 |
| SELECT PORTFOLIO SERVICING, INC. | Servicer | 2,399 |
| PENNYMAC LOAN SERVICES, LLC. | Nonbank lender | 1,682 |
| JPMORGAN CHASE & CO. | Bank | 1,431 |
| CARRINGTON MORTGAGE SERVICES, LLC | Servicer | 1,370 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | Bank | 1,336 |
| LoanCare, LLC | Servicer | 1,192 |
Source: CFPB Consumer Complaint Database (2024-01-01 onward), pulled 2026-07-10.
How complaints get resolved
The database also records what happened after each complaint. Companies almost always respond, but relief is uncommon.
Most complaints — 399,500 of them — closed with explanation, meaning the company answered but didn't change its position. Roughly 7.4% (33,630) ended with monetary or non-monetary relief. Filing a CFPB complaint reliably gets a company's attention, but it isn't a guaranteed fix — keep your own records and escalate early.
Which states file the most complaints
| State | Complaints |
|---|---|
| CA | 70,414 |
| FL | 47,468 |
| TX | 28,447 |
| NY | 26,983 |
| GA | 22,755 |
| NJ | 20,065 |
| MD | 16,605 |
| IL | 15,862 |
| PA | 15,752 |
| VA | 14,362 |
Populous states file the most complaints in absolute terms; this is not adjusted for the number of mortgages. Source: CFPB, pulled 2026-07-10.
What this means if you're getting a mortgage
You can't control who ends up servicing your loan, but you can shop the part you do control and ask the right questions up front.
- Ask who will service the loan. Some lenders keep servicing in-house; many sell it. A lender that retains servicing is one fewer hand-off.
- Compare lenders on more than rate. Weigh service reputation alongside pricing and programs.
- Watch the escrow hand-off. Most complaints cluster around payments and escrow after a transfer — confirm your first post-transfer statement is correct.
- Know your recourse. If a servicing problem arises, you can file a free complaint with the CFPB; companies must respond.
Ready to run your numbers? Estimate a payment in the mortgage calculator, or see how approval odds vary by state in our mortgage approval report.
Frequently asked
Does a high complaint count mean a lender is bad?
Not on its own. Complaint volume tracks a company's size and how many loans it services — not just how it treats customers.
Nationally, 84% of mortgage complaints are about servicing problems (payments, escrow, foreclosure, loan modifications) that happen after closing, often with a company the borrower never chose.
Read counts as a starting point, then look at the type of company and how complaints were resolved.
Why do servicers dominate the list?
Servicers buy the right to collect payments on loans other lenders originated, and they specialize in older, transferred or delinquent mortgages.
Borrowers usually cannot pick their servicer — it can change several times over the life of a loan — so complaints concentrate on a handful of large servicers regardless of who wrote the original loan.
Where does this data come from?
Every figure is pulled directly from the CFPB Consumer Complaint Database, filtered to U.S. mortgage complaints, on 2026-07-10.
The database logs complaints the CFPB forwarded to companies for a response; it does not independently verify each allegation, but companies are required to respond.
How many mortgage complaints end with relief for the consumer?
About 7.4% of mortgage complaints (33,630 of 453,382) closed with monetary or non-monetary relief. The large majority closed "with explanation," meaning the company responded but did not change its position. Companies answered 98.2% of complaints on time.