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October 8, 2013

CFPB records fewer complaints in early days of US government shutdown

CFPB records fewer complaints in early days of US government shutdown

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Tuesday, October 8, 2013

Count of complaints by company recorded so far during the US Government shutdown
Image: Laura Hale.

Unlike some parts of the US Federal Government, the Consumer Financial Protection Bureau (CFPB) has been open during the federal government shutdown and recording a record-low number of complaints submitted by consumers against mortgage companies, credit card companies, student loan providers, banks, money transfer providers, companies who provide credit reports, and other companies providing consumer loans.

With data not available for yesterday, the first four days of the shutdown had daily totals of 37, 16, 13, and 3 complaints. With the exceptions of September 29 with 15 complaints and September 28 with 23, it is the lowest daily total since March 16 of this year when 36 total complaints were recorded and February 23 of this year with 14. The total complaints are also down from the same dates last year, when the total complaints per day for the first four days of October 2012 were 272, 298, 288, and 225.

Of the 69 filed complaints recorded so far this month, 27 were complaints about mortgage companies, 21 were about bank accounts and 10 were about credit card companies. 40% of credit card companies complaints, 42.9% of bank account complaints and 48.1% of mortgage complaints are currently listed as still in progress. Most of the rest have been closed with an explanation.

Bank of America leads all companies in terms of total complaints filed this month with 9. Bayview Loan Servicing, LLC and JPMorgan Chase have 7 complaints each. Ally Bank, Sovereign Bank, and Wells Fargo have 4 each. Flagstar Bank and Equifax have 3 each. Citibank, Nationstar Mortgage, TD Bank, Amex, and FirstMerit Bank have 2 complaints each. 18 financial services companies have 1 complaint each filed against them.

During the government shutdown, some CFPB staff have voiced their opinions on Twitter. Dan Munz, deputy assistant director for consumer engagement at the CFPB, tweeted, “Boy, shutdown week has really created a sudden bumper crop of amateur federal management experts.”; “Also, seems like Boehner is singlehandedly undoing whatever progress he’d made in portraying this as a Dem [Democratic Party] shutdown.”; and “Basically, there’s now a strong incentive to fill legislation with minor symbolic things you can bargain away later to protect the core.”

The agency has been able to stay open during the government shutdown because it is funded by the Federal Reserve. According to Amanda Terkel at the Huffington Post, Republican members of the United States House of Representatives have put closing the CFPB on their wish list of items in negotiating for a new debt ceiling limit. Party members have previously stalled the appointment of Richard Cordray as the CFPB boss as a way of hindering it from engaging in oversight of financial organizations in the the US.



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October 3, 2013

Bank of America leads Consumer Financial Protection Bureau complaints about mortgages

Bank of America leads Consumer Financial Protection Bureau complaints about mortgages

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Thursday, October 3, 2013

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A review this week by Wikinews of US Consumer Financial Protection Bureau (CFPB) complaints about mortgages in the United States shows Bank of America leads all lending institutions in complaints.

Since mortgages complaints were recorded in December 2011, 77,622 total have been added to CFPB’s database. 29.2% of these complaints involved Bank of America, with the second most received by Wells Fargo, accounting for 15.5% of all complaints. JPMorgan Chase ranked third by volume of complaints with 9.8%. Ocwen was fourth with 8.7% and Citibank was fifth with 4.8%. Nationstar Mortgage; Green Tree Servicing, LLC; HSBC; PNC Bank; U.S. Bancorp; OneWest Bank; SunTrust Bank; Flagstar Bank; and Select Portfolio Servicing, Inc. each had between 1.0 and 3.8% of total complaints. The remaining 14.4% of all complaints about consumer mortgages were divided between about 530 other lending institutions.

The Motley Fool reported last month that for the past fiscal quarter, the biggest US based mortgage lenders were from first to fifth Wells Fargo, JPMorgan Chase, Bank of America, Quicken Loans and U.S. Bancorp.

According to the US Federal Reserve, debt for family residences stands at US$10.706 trillion for the second quarter of 2013. As of the end of June of this year, Bank of America is the United States’s second largest commercial bank with US$1.343 trillion in domestic assets. Wells Fargo is the fourth largest commercial bank with US$1.251 trillion in domestic assets. JPMorgan Chase is the largest US commercial bank with US$1.329 trillion in domestic assets and US$1.947 trillion in total assets.

The mortgage complaints in the CFPB report include several subproducts. Conventional fixed mortgages account for 27.1% of all complaints. Conventional adjustable mortgages account for 10.0%. FHA mortgages account for 7.7% of all complaints. Home equity loans or lines of credit account for 3.8% of all complaints. VA mortgages are 1.4% of all complaints. Second mortgages and reverse mortgages each account for 0.6% of complaints. The remaining 48.7% of complaints are about other mortgages or other mortgage issues. A few years ago, FHA loans accounted for about 10% of all US mortgages while VA loans accounted for about 3%. Prime loans accounted for over 75% of the market and the rest were subprime mortgages.

Total complaints against mortgage companies by state
Image: Laura Hale.

California leads all states by volume of complaints with 14768. It is followed by Florida, New York, Georgia and Texas. When complaints are divided by a state’s total population, New Hampshire leads. The state is followed by Washington D.C., Maryland, Georgia and Florida. Complaints do not correlate with national rankings for August’s foreclosure rate by state where Nevada topped the list, followed by Florida, Ohio, Maryland and Delaware.

Two zip codes account for over 1,000 total complaints between them. 565 complaints originated in the 48382 zip code, which is in Commerce Township, Michigan, located in suburban Detroit. 553 complaints originated in the 33071 zip code, in Coral Springs, Florida. According to real estate website Zillow, there are currently 1,033 properties in foreclosure in Coral Springs while Commerce Township only has 131 properties currently in foreclosure. Four other zip codes have 100 plus complaints originating from them. 91730, in Rancho Cucamonga, California, had 158 complaints. 33409, in West Palm Beach, Florida, had 132. 92626, in Costa Mesa, California, had 125 complaints. 92660, in Newport Beach, California, had 122 complaints. Respectively, the towns had 534, 1,068, 153, and 134 properties currently in foreclosure. These numbers are higher than for the cities of a few sampled zip codes where there was only one complaint, such as Gold Hill, Oregon which has 4 properties in foreclosure, and Decatur, Illinois which has 6 properties in foreclosure.

For the top 5 lenders by volume of complaints, the percentage of complaint types against them.
Image: Laura Hale.

The CFPB categorizes complaints into six categories: “Loan modification, collection,foreclosure” or problems when a person is unable to pay; “Loan servicing, payments, escrow account” or problems with making a payment; “Application, originator, mortgage broker”; “Credit decision / Underwriting”; “Settlement process and costs”, and “Other”. The CFPB says the complaint types indicate consumers “appear to be driven by a desire to seek agreement with their companies on foreclosure alternatives. The complaints indicate that consumer confusion persists around the process and requirements for obtaining loan modifications and refinancing, especially regarding document submission timeframes, payment trial periods, allocation of payments, treatment of income in eligibility calculations, and credit bureau reporting during the evaluation period.” Currently, 59.6% of all complaints against lenders deal with being unable to pay. 25.1% deal with problems in making a payment. 7.0% have to do with the application process.

Of the complaint-heavy zip codes, for 48382 in Commerce Township, Michigan, 98.9% of all complaints have to deal with being unable to pay. Accounting for 23.4% of all mortgage complaints in Commerce Township, 132 of the complaints for being unable to pay were made regarding Bank of America, accounting for 97.8% or all but 3 complaints against them from the zip. 121 of the Bank of America responses in Commerce Township were closed with explanation and 12 were closed with non-monetary relief. 33071 in Coral Springs is different, with 537 of the 553 complaints being categorized under other. Only 11 complaints relate to foreclosure and issues with being able to pay. 92626 in Costa Mesa, where 32% of the mortgage complaints were about Bank of America and 26.4% were about Wells Fargo, had 93.6% of its complaints dealing with being unable to pay. 5 total complaints dealt with payment issues and 3 dealt with applications.

Beyond regional variance in complaint types lodged, the top five mortgage lenders by volume of complaints all had being unable to pay as their top complaint category, ranging between 55.8% for Citibank and 69.4% for Bank of America. Problems with payment accounted for the second largest area of complaints, with Ocwen having the largest percentage of complaints at 31.9% and Bank of America having the smallest at 18.8%. Foreclosure was the top area of complaints for a number of other lending institutions including 1st Alliance Lending, OneWest Bank, Ally Bank, Banco Popular de Puerto Rico, Bank of the West, BMO Harris, BOK Financial Corp, Caliber Home Loans, Inc, Capital One, Deutsche Bank and EverBank.

By state complaints against mortgage lenders by month
Image: Laura Hale.

Nationally, complaints reached a high of 5,840 for January 2013, 1,107 more than the next highest month of April 2013. The total emerging for September is the second lowest since records were first kept in December 2011. On a state by state level, this pattern largely repeats with a major exception for Florida which saw a peak of 849 complaints in June 2012. Then, as now, Florida was one of the top five states in the nation in its foreclosure rate. The national January spike came as the Qualified Mortgage standard required by the The Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010 came into play. It required mortgage lenders to take steps to insure borrowers could repay their mortgages.

Bank of America’s complaint volume follows the national trend, with a spike in January 2013 with 1,925 total complaints. Unlike nationally, the next month by volume of complaints was February of this year with 1,598 complaints. Prior to that, the highest month was May 2012 with 1,418 complaints. The lowest volume of complaints is September this year with 334.

Wells Fargo matched national trends for volume of complaints by month, with the exception of the current month being the lowest on record for number of complaints with 197 compared to the next lowest month, December 2011, when they had 221. JPMorgan’s complaint volume by month spiked in January and March of this year with 504 complaints. April of this year was the next highest month with 493 complaints, edging out May of last year with 488 complaints. September this year is on track to be the lowest month by complaint volume.

The federal government shutdown is unlikely to impact the current mortgage situation in the United States directly for most consumers, though mortgage processing by the Federal Housing Administration could be slower, resulting in fewer mortgages processed.



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This article features first-hand journalism by Wikinews members. See the collaboration page for more details.
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This text comes from Wikinews. Permission is granted to copy, distribute and/or modify this document under the terms of the Creative Commons Attribution 2.5 licence. For a complete list of contributors for this article, visit the corresponding history entry on Wikinews.

October 1, 2013

Sallie Mae leads Consumer Financial Protection Bureau complaints about student loans

Sallie Mae leads Consumer Financial Protection Bureau complaints about student loans

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Tuesday, October 1, 2013

Education
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File photo of Sallie Mae’s headquarters in 2007
Image: Joshua Davis.

A review this week by Wikinews of US Consumer Financial Protection Bureau (CFPB) complaints about student loans in the United States shows Sallie Mae leads all lending institutions in complaints. Of the 4,851 complaints dating back to March 2012 when the CFPB first began collecting student loan data, 2,262 or 46.6% of all complaints were about the lender. US Federal Reserve data from 2010/2011 shows Sallie Mae is the nation’s largest student loan lender, responsible for 25% of the market

The other major lenders in this space include Wells Fargo, JP Morgan Chase, PNC, and Discover. In complaints, AES/PHEAA came in second with 546, or 11.3% of all complaints. Wells Fargo, Citibank and JPMorgan Chase each had between 5% and 7.5% of all complaints, totaling 918 complaints between them. 78 other lending institutions round out the list of organizations with complaints filed against them for student loans.

Few of the complaints originate from people with problems with federal student loans. Less than 1%, 35 total, are for these types of loans, with Sallie Mae accounting for the bulk of complaints with 17 total. 14 other lending institutions have 3 or fewer complaints. For non-federal student loans, Sallie Mae is still the leader for complaints, with 2245 or 46.6% of all non-federal student loan complaints.

The Consumer Financial Protection Bureau sorts complaints into three issues: Problems when you are unable to pay, Repaying your loan, and Getting a loan. None of the federal loans had complaints about getting a loan. For non-federal loans, 65.5% of the 4,816 complaints related to loan repayment. Sallie Mae led in total complaints in this category with 1467. They were followed by AES/PHEAA with 356, Wells Fargo with 231, Citibank with 201, Discover with 158, JPMorgan Chase with 154, ACS Education Services with 143, and KeyBank NA with 116. CFPB says loan repayment issues include a basket of claim types including “fees, billing, deferment, forbearance, fraud, and credit reporting.” Problems when you are unable pay accounts for 30.8% of the complaints. Sallie Mae had 698 complaints. They were followed by AES/PHEAA with 181, JPMorgan Chase with 106, Wells Fargo with 104, Citibank with 70, and KeyBank NA with 58. Many of the complaints are, according to the CFPB, because borrowers have difficulty getting deferrments on loan repayment as a result of being unable to find employment.

Month by month complaints against major lenders
Image: Laura Hale.

The total complaints against Sallie Mae for September of this year is 2 fewer than the same time last year. The company’s performance this year compared to last year has been mixed. March and June numbers were down over 150 complaints from the same month a year before. April, May, July and August all saw increases of 17–43. Of the top six lenders by volume of complaints, only AES/PHEAA and Citibank saw drops every month between March and September from the total volume in the previous year. Wells Fargo had a gain of 1 in August and 6 in May from the previous year. JPMorgan Chase had a difference of 0 from the same month last year for April, 3 more this year for May, and 4 more for August. Discover saw an increase every month from the same period last year except for September. When the total complaints differences from year to year for March to September are counted, this year has 571 fewer complaints against the top six lenders.

Closure reason percentage for student loan complaints by lender
Image: Laura Hale.

Most, 1470, of the complaints against Sallie Mae were closed with explanations. 10.2% were closed with monetary relief. 7.7% were closed with non-monetary relief. 2.1% were closed with relief and 12.1% were closed without relief. AES/PHEAA’s complaint closure picture was much different. 40.1% of AES/PHEAA’s 546 complaints were closed with non-monetary relief, 35.3% were closed with explanations and 21.2% were closed without relief. Of the eight lending institutions with 100 or more complaints filed against them, Discover was the institution most likely to result in a closure with monetary relief with 12.9% of all their closures ending this way. Citibank was the institution with the highest percentage of closures ending with no relief at 26.0%.

Geographic distribution of student loan complaints
Image: Laura Hale.

Complaints over student loan lenders were geographically distributed, coming from 3,447 different zip codes. The largest cluster of complaints is for 20001, a Washington D.C. zip code with 10 complaints originating from there. 07950, the zip code for Morris Plains, New Jersey, and 37013, the zip code for Antioch, Tennessee, each had 8 complaints originating from them. Zip codes for Patchogue, New York; Philadelphia, Pennsylvania; Washington D.C.; and Arlington, Virginia each had 7 complaints originating from them. By volume of complaints by state, New York led with 497, with California second with 467, Pennsylvania third with 303, Florida fourth with 288 and Ohio fifth with 219 complaints. US Territories largely occupied the bottom spots. The Northern Marianas Islands, with a population of around 50,000, had 1 complaint. The U.S. Armed Forces – Pacific had 3. North Dakota and U.S. Armed Forces – Europe had 5 complaints each. South Dakota had 7. Wyoming had 8. Puerto Rico and Alaska had 9 each. Rounding out the bottom five states by volume of complaints, Mississippi had 11.

With the possibility of a United States government federal shutdown looming on October 1, student loans may be impacted because of potential for an automatic increase in interest rates.



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This article features first-hand journalism by Wikinews members. See the collaboration page for more details.
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This text comes from Wikinews. Permission is granted to copy, distribute and/or modify this document under the terms of the Creative Commons Attribution 2.5 licence. For a complete list of contributors for this article, visit the corresponding history entry on Wikinews.

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