---
title: CFPB complaints — Mortgage
product: Mortgage
source: CFPB Consumer Complaint Database
sourceId: src:cfpb:complaints:current
---

# CFPB complaints — Mortgage

**451,590** complaints (2.8% of all CFPB complaints), across **2,460** companies. Companies gave a timely response **98.2%** of the time.

**How to read this:** complaint volume tracks how many people use a product and how large its companies are — **not** how "bad" it is (credit reporting is ~80% of all CFPB complaints because the bureaus hold records on nearly every adult). The comparable signal is the **timely-response rate** (whether companies answer within CFPB's window — not whether consumers were satisfied), which isn't a function of size. A CFPB complaint is an **unverified consumer allegation**, not proven wrongdoing.

This category (MODELED) merges 1 raw CFPB product label: Mortgage.

## What goes wrong (top issues)

| Issue | Complaints |
| --- | --- |
| Loan modification,collection,foreclosure | 112,295 |
| Trouble during payment process | 108,819 |
| Loan servicing, payments, escrow account | 77,310 |
| Struggling to pay mortgage | 60,583 |
| Applying for a mortgage or refinancing an existing mortgage | 27,905 |
| Closing on a mortgage | 18,351 |

## Companies most complained about (volume = context, not a ranking)

Highest complaint volume (tracks size/market share), with each company's timely-response rate — the comparable signal.

| Company | Complaints | Timely response |
| --- | --- | --- |
| WELLS FARGO & COMPANY | 49,483 | 99.8% |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 48,319 | 97.5% |
| Ocwen Financial Corporation | 35,170 | 98.5% |
| JPMORGAN CHASE & CO. | 25,582 | 100.0% |
| NATIONSTAR MORTGAGE LLC | 18,596 | 99.3% |
| Shellpoint Partners, LLC | 15,893 | 99.2% |
| SELECT PORTFOLIO SERVICING, INC. | 14,785 | 99.6% |
| Ditech Financial LLC | 13,623 | 99.7% |
| Mr. Cooper Group Inc. | 13,321 | 100.0% |
| CITIBANK, N.A. | 10,403 | 98.3% |
| U.S. BANCORP | 8,829 | 99.2% |
| Freedom Mortgage Company | 8,533 | 99.6% |
| Specialized Loan Servicing Holdings LLC | 7,886 | 99.1% |
| PNC Bank N.A. | 7,374 | 99.0% |
| LoanCare, LLC | 6,981 | 99.1% |

RECORDED CFPB figures + one MODELED product grouping. Not a ranking, not proven wrongdoing, not advice. File or read complaints at the CFPB Consumer Complaint Database (https://www.consumerfinance.gov/data-research/consumer-complaints/). One company's record: `/finance/companies/<slug>`.

Structured data: `/finance/products/mortgage.jsonld`