Navy Federal Credit Union experienced a 54% increase in complaints to the CFPB versus the same three-month period last year, according to the bureau's November complaint report.

Based on consumer complaints the CFPB sent to companies for response between June and August 2015, Navy Federal came in at number 14, with an average of 26 complaints — a 54% increase versus the same three-month period in 2014. The credit union ranked third in terms of largest percent increase in complaints over last year, the CFPB said. Navy Federal did not respond to a request for comment.

Bank of America took the top spot as the most complained-about financial institution, with a three-month average of 284 complaints. Wells Fargo was number two, with an average of 216 complaints, followed by JPMorgan Chase, PNC Bank, U.S. Bancorp, Citibank, SunTrust Bank, TD Bank, Capital One, Regions, BB&T Financial, RBS Citizens and USAA Savings.

For all institutions, account management was by far the most common type of complaint (44%), followed by and deposits and withdrawals (25%), according to the report. About 13% of consumers complained about sending or receiving payments, 10% complained about problems caused by low funds and 7% complained about using a debit or ATM card.

“In terms of issues with account management, some consumers complained they were denied the ability to open an account, and were often uncertain as to why a company refused to open an account,” the report said. “Consumers also raised concerns about issues experienced at the time of the account opening concerning eligibility for bonuses, account features, and promotions for specific products.”

The report said consumers also frequently complained about financial institutions that closed their accounts without explanation. The CFPB also noted complaints about difficulties opening accounts, problems resolving disputed transactions, account holds and overdraft fees.

“Some consumers mistakenly thought by not opting-in to overdraft protection for ATM withdrawals and debit card transactions (allowing the consumer to use overdraft protection for these transactions, subject to a fee) they would not be subject to overdraft fees for other transactions. Consumers also expressed concern that the posting order of transactions often increases the number of overdraft fees imposed,” the report said.

North Dakota (600%), Arkansas (200%) and Alaska (167%) experienced the greatest percentage increases in bank account or service complaints from August through October 2014 to August through October 2015. Hawaii (-52%), Wyoming (-40%) and Rhode Island (-18%) experienced the biggest percentage decreases, according to the report.

Though the CFPB's complaints database only includes complaints regarding providers with more than $10 billion in assets, the agency said it has handled approximately 75,300 bank account or service complaints since March 1, 2012. They represented about 10% of all the complaints the CFPB has received, it said.

Instant Insights /

CFPB Reports Uptick in Navy Federal Complaints

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