Servicemember complaints to the CFPB, by lender
The Consumer Financial Protection Bureau tags complaints filed by or for servicemembers, veterans, retirees and their families. We pulled those complaints for every lender this site covers, for 2023 through 2025: 51,507 complaints about 48 institutions. The question that matters to a servicemember with a problem is not how many complaints a lender gets. It is what happens after you file one.
What the data shows
- Some lenders pay money back far more often than others. Among lenders with at least 500 servicemember complaints, Comenity (Bread Financial), Bank of America and American Express reported closing the largest shares with monetary relief: Comenity (Bread Financial) 24%, Bank of America 23%, American Express 19%.
- Some report none at all. Nelnet, Freedom Mortgage, Affirm, Westlake Financial and MILITARY STAR Card (Exchange Credit Program) reported closing their servicemember complaints with zero monetary relief across all three years.
- Military-focused lenders draw military complaints. Servicemember complaints made up 71% of all complaints about Veterans United Home Loans; 54% of all complaints about MILITARY STAR Card (Exchange Credit Program); 44% of all complaints about USAA; 27% of all complaints about Freedom Mortgage, against single digits at most large banks. That reflects who the customers are, not a failing by itself.
Read the relief figures with the product in mind. A complaint about a credit report usually ends with a corrected report, not a payment, so a lender whose complaints are mostly credit reporting will show less monetary relief for that reason alone. The product column below shows what each lender's complaints were about.
| Lender | Complaints | Share of all its complaints | Monetary relief | Any relief | Top product |
|---|---|---|---|---|---|
| Navy Federal | 6,752 | 23% | 10% | 19% | Checking or savings account |
| Capital One | 4,581 | 6% | 4% | 19% | Credit card |
| Wells Fargo | 3,695 | 7% | 7% | 16% | Checking or savings account |
| Chase | 3,342 | 6% | 7% | 17% | Checking or savings account |
| USAA | 2,815 | 44% | 8% | 14% | Checking or savings account |
| Citi | 2,610 | 6% | 15% | 45% | Credit card |
| Bank of America | 2,581 | 5% | 23% | 32% | Checking or savings account |
| Synchrony | 2,400 | 8% | 11% | 24% | Credit card |
| American Express | 1,786 | 7% | 19% | 29% | Credit card |
| MOHELA | 1,490 | 7% | 1% | 6% | Student loan |
| Comenity (Bread Financial) | 1,318 | 6% | 24% | 50% | Credit card |
| Discover | 1,237 | 6% | 5% | 29% | Credit reporting or other personal consumer reports |
| Nelnet | 1,069 | 7% | 0% | 0% | Student loan |
| Ally | 1,023 | 8% | 3% | 11% | Vehicle loan or lease |
| U.S. Bank | 1,016 | 7% | 9% | 38% | Checking or savings account |
| Mr. Cooper | 1,015 | 14% | 0% | 0% | Mortgage |
| Truist | 936 | 7% | 4% | 10% | Checking or savings account |
| Freedom Mortgage | 926 | 27% | 0% | 0% | Mortgage |
| Newrez / Shellpoint Mortgage Servicing | 925 | 11% | 1% | 1% | Mortgage |
| Affirm | 733 | 7% | 0% | 0% | Credit reporting or other personal consumer reports |
| Barclays | 677 | 6% | 7% | 7% | Credit card |
| OneMain Financial | 646 | 9% | 2% | 10% | Payday loan, title loan, personal loan, or advance loan |
| Aidvantage | 585 | 7% | 0% | 1% | Student loan |
| Westlake Financial | 583 | 8% | 0% | 0% | Vehicle loan or lease |
| MILITARY STAR Card (Exchange Credit Program) | 545 | 54% | 0% | 0% | Credit reporting or other personal consumer reports |
| PNC | 502 | 6% | 12% | 12% | Checking or savings account |
| Carrington Mortgage Services | 425 | 23% | 0% | 0% | Mortgage |
| SoFi | 391 | 8% | 6% | 7% | Checking or savings account |
| Edfinancial | 378 | 6% | 0% | 0% | Student loan |
| Exeter Finance | 361 | 7% | 0% | 0% | Vehicle loan or lease |
| Santander Consumer / Chrysler Capital Vehicle loan or lease only | 359 | 10% | 4% | 28% | Vehicle loan or lease |
| Fifth Third Bank | 334 | 8% | 5% | 12% | Checking or savings account |
| Citizens Bank | 325 | 5% | 13% | 13% | Checking or savings account |
| PenFed | 318 | 13% | 10% | 19% | Credit reporting or other personal consumer reports |
| GM Financial | 305 | 8% | 0% | 11% | Vehicle loan or lease |
| Hyundai Motor Finance and Kia Finance America | 288 | 9% | 0% | 0% | Vehicle loan or lease |
| M&T Bank | 287 | 10% | 5% | 10% | Mortgage |
| Toyota Financial Services | 275 | 7% | 4% | 5% | Vehicle loan or lease |
| Rocket Mortgage | 228 | 13% | 1% | 1% | Mortgage |
| Regions Bank | 204 | 7% | 17% | 31% | Checking or savings account |
| Huntington | 193 | 6% | 26% | 42% | Checking or savings account |
| American Credit Acceptance | 170 | 9% | 1% | 3% | Vehicle loan or lease |
| Veterans United Home Loans | 167 | 71% | 0% | 0% | Mortgage |
| Upstart | 166 | 8% | 0% | 0% | Credit reporting or other personal consumer reports |
| Sallie Mae | 148 | 7% | 1% | 14% | Student loan |
| Nissan Motor Acceptance Company (NMAC) | 141 | 7% | 0% | 0% | Vehicle loan or lease |
| Ford Credit | 136 | 9% | 1% | 10% | Credit reporting or other personal consumer reports |
| Honda Financial Services (American Honda Finance) | 120 | 7% | 0% | 1% | Vehicle loan or lease |
If you have a problem with your lender
Start with the lender's SCRA department, in writing, with a copy of your orders: the 6% interest rate cap is retroactive to the start of active duty and the excess must be forgiven, not deferred. If the lender does not fix it, a CFPB complaint is free, takes about ten minutes at consumerfinance.gov/complaint, and gets a response from the company on the record. Your installation's legal assistance office can help with either step at no cost.
Method and limits
- Source: the CFPB Consumer Complaint Database, queried through its public API on 2026-10-23, for complaints received from 2023-01-01 to 2025-12-31. Each lender page links its exact query.
- The "Servicemember" tag, in CFPB's words: "Complaints submitted by or on behalf of a servicemember or the spouse or dependent of a servicemember are tagged, 'Servicemember.' Servicemember includes anyone who is active duty, National Guard, or Reservist, as well as anyone who previously served and is a Veteran or retiree." (field reference).
- CFPB publishes complaints without verifying the facts in them. More customers means more complaints, so counts are not a ranking of quality.
- "Monetary relief", "non-monetary relief" and "explanation" are the categories the company reported when it closed the complaint. CFPB does not grade them.
- Company names are CFPB's own. Two auto lenders sit inside bank holding companies in CFPB's data (TD Auto Finance and Santander Consumer), so their figures count vehicle loan and lease complaints only. Lenders with fewer than 100 servicemember complaints in the window are left out, and First Premier Bank has no tagged complaints under any name.
- CFPB's search does not cover complaint narratives, so we do not count complaints that mention the SCRA by name. These are all complaints from servicemembers and their families, whatever the issue.