Mortgage Servicer Complaint Records
460,397 consumer complaints, and complaint records for 74 servicers, analyzed from Consumer Financial Protection Bureau data spanning 2012–2026.
The CFPB Consumer Complaint Database contains 460,397 mortgage-related complaints filed since 2012. The 74 servicers with complaint records account for 89.8% of all complaints. WELLS FARGO & COMPANY leads with 49,618 complaints, while SANTANDER BANK, NATIONAL ASSOCIATION has the lowest timely response rate at 93.3%. 14 of these servicers have faced CFPB enforcement actions totaling $3.32 billion in recorded penalties.
Servicer Comparison
Ranked by total CFPB complaint volume. Click any servicer name to view their full complaint history, top issues, enforcement record, and searchable complaint archive.
Active Servicers (67)
1 servicer has an ownership-transition review flag; complaint history remains attached to the legacy servicer profile until the registry review closes.
4 servicers are listed without complaint statistics, marked with dashes. The CFPB database has fewer than 500 mortgage complaints under their own name, so there are no complaint statistics to show.
| # | Servicer | Complaints | Timely % | Disputed % | Top Issue | Actions |
|---|---|---|---|---|---|---|
| 1 | Wells Fargo | 49.618K | 99.8% | 14.1% | Loan modification,collection,for… | 3 |
| 2 | Bank of America | 48.093K | 97.8% | 19.3% | Loan modification,collection,for… | 1 |
| 3 | Ocwen / Onity Group | 35.598K | 98.5% | 15.5% | Loan modification,collection,for… | 2 |
| 4 | Mr. Cooper Ownership review | 31.928K | 99.6% | 11.5% | Trouble during payment process | 2 |
| 5 | JPMorgan Chase | 25.617K | 100% | 15.3% | Loan modification,collection,for… | 1 |
| 6 | Shellpoint / NewRez | 17.044K | 96.9% | 1.7% | Trouble during payment process | — |
| 7 | Select Portfolio Servicing | 15.098K | 99.6% | 9% | Struggling to pay mortgage | — |
| 8 | Citibank | 10.358K | 98.3% | 17.9% | Loan modification,collection,for… | 2 |
| 9 | Freedom Mortgage | 9.048K | 99.5% | 2.5% | Trouble during payment process | 2 |
| 10 | U.S. Bank | 9.006K | 99.2% | 11.6% | Loan modification,collection,for… | — |
| 11 | Rocket Mortgage | 7.909K | 99.5% | 3.7% | Trouble during payment process | — |
| 12 | Specialized Loan Servicing | 7.887K | 99.1% | 8.4% | Trouble during payment process | 1 |
| 13 | PNC Bank | 7.477K | 99.2% | 10.9% | Loan modification,collection,for… | — |
| 14 | LoanCare | 7.225K | 99.1% | 2.5% | Trouble during payment process | 1 |
| 15 | Carrington Mortgage | 6.388K | 99.5% | 3.9% | Trouble during payment process | 1 |
| 16 | PennyMac | 5.291K | 99.7% | 4.1% | Trouble during payment process | — |
| 17 | Selene Finance | 4.524K | 99.6% | 4.9% | Trouble during payment process | — |
| 18 | M&T Bank | 4.261K | 99.4% | 8.1% | Trouble during payment process | — |
| 19 | Flagstar Bank | 3.744K | 100% | 10.7% | Trouble during payment process | 1 |
| 20 | Citizens Financial | 3.741K | 100% | 8.3% | Trouble during payment process | — |
| 21 | Fay Servicing | 3.682K | 97.4% | 3.9% | Trouble during payment process | 1 |
| 22 | Community Loan Servicing | 3.635K | 98.5% | 10.9% | Loan modification,collection,for… | — |
| 23 | Fifth Third Bank | 3.447K | 99.7% | 7.3% | Trouble during payment process | — |
| 24 | Rushmore Loan Management | 3.413K | 99.5% | 6% | Trouble during payment process | — |
| 25 | Truist Financial | 2.939K | 99.2% | 0% | Trouble during payment process | — |
| 26 | RoundPoint Mortgage | 2.805K | 98.8% | 5.3% | Trouble during payment process | — |
| 27 | Lakeview Loan Servicing | 2.767K | 99.4% | 0.3% | Trouble during payment process | — |
| 28 | loanDepot | 2.532K | 98.2% | 3.6% | Trouble during payment process | — |
| 29 | BSI Financial | 2.52K | 98.5% | 7.3% | Trouble during payment process | — |
| 30 | PHH Mortgage | 2.361K | 99.3% | 17.3% | Loan modification,collection,for… | — |
| 31 | Navy Federal Credit Union | 2.258K | 99.9% | 4.8% | Applying for a mortgage or refin… | — |
| 32 | Dovenmuehle Mortgage | 2.199K | 96.8% | 4.5% | Trouble during payment process | — |
| 33 | United Wholesale Mortgage (UWM) | 2.058K | 99.3% | 1.5% | Trouble during payment process | — |
| 34 | AmeriHome Mortgage | 1.865K | 99.1% | 0.9% | Trouble during payment process | — |
| 35 | TD Bank | 1.806K | 100% | 12.5% | Trouble during payment process | — |
| 36 | Planet Home Lending | 1.666K | 96.3% | 1.6% | Trouble during payment process | — |
| 37 | AmeriSave Mortgage | 1.589K | 97.4% | 4.2% | Applying for a mortgage or refin… | — |
| 38 | CrossCountry Mortgage | 1.409K | 96.9% | 0.5% | Trouble during payment process | — |
| 39 | MidFirst Bank | 1.393K | 99.9% | 0.7% | Struggling to pay mortgage | — |
| 40 | EverBank | 1.272K | 97.2% | 12% | Loan modification,collection,for… | — |
| 41 | Capital One | 1.239K | 99.8% | 20.7% | Loan servicing, payments, escrow… | — |
| 42 | Regions Bank | 1.157K | 97.9% | 8.7% | Trouble during payment process | — |
| 43 | Huntington Bank | 1.138K | 99.8% | 6.9% | Trouble during payment process | — |
| 44 | Santander Bank | 1.121K | 93.3% | 13.9% | Loan servicing, payments, escrow… | — |
| 45 | KeyBank | 1.013K | 99.4% | 7.6% | Trouble during payment process | — |
| 46 | USAA | 994 | 97.8% | 8.9% | Trouble during payment process | — |
| 47 | 21st Mortgage | 945 | 99.6% | 7.9% | Struggling to pay mortgage | — |
| 48 | SN Servicing | 879 | 94.2% | 2.6% | Struggling to pay mortgage | — |
| 49 | PenFed Credit Union | 828 | 99.4% | 4% | Trouble during payment process | — |
| 50 | The Money Source (TMS) | 799 | 99.1% | 1.3% | Trouble during payment process | — |
| 51 | BMO Bank | 781 | 99.5% | 13.6% | Trouble during payment process | — |
| 52 | CMG Financial | 776 | 97.4% | 1.2% | Trouble during payment process | — |
| 53 | Village Capital | 765 | 98.7% | 0.5% | Trouble during payment process | — |
| 54 | Arvest Bank | 764 | 99.6% | 10.7% | Trouble during payment process | — |
| 55 | New American Funding | 754 | 95.6% | 2.4% | Trouble during payment process | — |
| 56 | Guaranteed Rate | 754 | 99.1% | 3.1% | Trouble during payment process | — |
| 57 | Vanderbilt Mortgage | 712 | 99.6% | 5.9% | Struggling to pay mortgage | — |
| 58 | Statebridge Company | 689 | 86.8% | 9.4% | Trouble during payment process | — |
| 59 | Cardinal Financial | 680 | 97.9% | 3.2% | Trouble during payment process | — |
| 60 | Guild Mortgage | 676 | 97.6% | 4.7% | Trouble during payment process | — |
| 61 | Reverse Mortgage Solutions | 530 | 91.1% | 12.1% | Loan servicing, payments, escrow… | — |
| 62 | Real Time Resolutions | 527 | 90.3% | 11.6% | Struggling to pay mortgage | — |
| 63 | Banco Popular de Puerto Rico | 516 | 99.4% | 13.4% | Trouble during payment process | — |
| — | ServiceMac | — | — | — | — | — |
| — | Valon Mortgage | — | — | — | — | — |
| — | Servbank | — | — | — | — | — |
| — | Cenlar FSB | — | — | — | — | — |
Historical Servicers (12)
These servicers are no longer actively servicing mortgage loans. Complaint data is preserved for historical reference.
| Servicer | Complaints | Timely % | Status / Successor | Actions |
|---|---|---|---|---|
| Ditech Financial | 13.628K | 99.7% | Bankrupt 2019, servicing sold to NewRez → Shellpoint / NewRez | — |
| HSBC North America | 4.816K | 97.5% | Exited US retail banking → Citizens Financial | — |
| Caliber Home Loans | 4.317K | 99.1% | Acquired by NewRez Aug 2021 → Shellpoint / NewRez | — |
| Seterus | 4.275K | 99.7% | Acquired by Mr. Cooper Feb 2019 → Mr. Cooper | 1 |
| SunTrust Banks | 3.675K | 99.9% | Merged to form Truist Dec 2019 → Truist Financial | 1 |
| CIT Bank | 1.727K | 94.9% | Merged into First Citizens Jan 2022 | — |
| BB&T | 1.278K | 99.5% | Merged to form Truist Dec 2019 → Truist Financial | — |
| NYCB / Flagstar Financial | 1.11K | 100% | Sold mortgage servicing to Mr. Cooper 2024 → Mr. Cooper | — |
| Residential Credit Solutions | 768 | 78.5% | Defunct, loans transferred to various servicers | — |
| Homepoint | 746 | 97.9% | Shut down 2023, servicing to Mr. Cooper → Mr. Cooper | — |
| BBVA USA | 501 | 100% | Acquired by PNC Jun 2021 → PNC Bank | — |
| Gregory Funding | — | — | Its servicing agreements were assigned to Newrez on June 1, 2024 → Shellpoint / NewRez | — |
CFPB Enforcement Actions
Since 2011, the CFPB has taken 20 enforcement actions against mortgage servicers on this list, resulting in $3.32 billion in recorded penalties and $4.68 billion in recorded consumer relief. These actions address systemic servicing failures — from wrongful foreclosures to botched payment processing.
How to Use This Data
Look Up Your Servicer
Click any servicer name above to see their full complaint record, response patterns, and searchable complaint archive.
File a Complaint
If your servicer is mishandling your account, file a complaint with the CFPB. Companies generally respond within 15 days.
Know Your Rights
Under RESPA, you can send a Qualified Written Request demanding your servicer explain account discrepancies.
Get Free Help
HUD-approved housing counselors can review your servicer's actions and help you respond — at no cost.
Disclaimer: Complaint counts reflect consumer-reported issues submitted to the CFPB and do not indicate wrongdoing by any servicer. Larger servicers with more customers naturally receive more complaints. Timely response rates, dispute rates, and enforcement actions provide additional context for evaluating servicer performance. This data is provided for informational purposes only and should not be construed as legal advice.
Frequently Asked Questions
Where does this mortgage servicer complaint data come from?
All complaint data comes from the Consumer Financial Protection Bureau Consumer Complaint Database, a public dataset of consumer-submitted complaints. We analyze the mortgage product category, covering 460,397 complaints from 2012 to present.
Does a high complaint count mean a servicer is bad?
Not necessarily. Larger servicers handle more loans and naturally receive more complaints. The timely response rate, dispute rate, and enforcement actions provide better signals of servicer quality. A servicer with 50,000 complaints and a 99.8% timely response rate may be performing better than one with 3,000 complaints and a 97% rate.
What is the timely response rate?
Companies generally respond to CFPB complaints within 15 days; in some cases the company says its response is in progress and gives a final response within 60 days. The timely response rate measures the percentage of complaints where the servicer met this deadline. 59.5% of tracked servicers maintain rates at or above 99%.
What are CFPB enforcement actions?
When the CFPB finds that a company has violated consumer financial protection laws, it can take enforcement actions including consent orders, lawsuits, and civil penalties. The 20 tracked mortgage-servicing actions contain $3.32 billion in recorded penalties and $4.68 billion in recorded consumer relief.
How can I file a complaint against my mortgage servicer?
You can file a complaint directly with the CFPB at consumerfinance.gov/complaint. Select 'Mortgage' as the product type and describe your issue. The CFPB forwards your complaint to the servicer, which generally responds within 15 days. You can also send a Qualified Written Request (QWR) under RESPA § 6 for a formal written response.
Sources
CFPB Consumer Complaint Database
Primary data source for all complaint records and company responses.
consumerfinance.gov →CFPB Enforcement Actions
Official enforcement action database with consent orders and penalties.
enforcement actions →American Distress Index
Composite index tracking household financial distress across 105 indicators.
americandefault.org/adi →Related
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