In [2]:
import pandas as pd
import numpy as np
from altair import Chart, load_dataset
In [17]:
csv_path = "../data/consumer-complaints.csv"
In [18]:
complaints = pd.read_csv(csv_path, parse_dates=[0], infer_datetime_format=True, low_memory=False)
In [20]:
complaints.head()
Out[20]:
Date received
Product
Sub-product
Issue
Sub-issue
Consumer complaint narrative
Company public response
Company
State
ZIP code
Tags
Consumer consent provided?
Submitted via
Date sent to company
Company response to consumer
Timely response?
Consumer disputed?
Complaint ID
0
2013-07-29
Consumer Loan
Vehicle loan
Managing the loan or lease
NaN
NaN
NaN
Wells Fargo & Company
VA
24540
NaN
NaN
Phone
07/30/2013
Closed with explanation
Yes
No
468882
1
2013-07-29
Bank account or service
Checking account
Using a debit or ATM card
NaN
NaN
NaN
Wells Fargo & Company
CA
95992
Older American
NaN
Web
07/31/2013
Closed with explanation
Yes
No
468889
2
2013-07-29
Bank account or service
Checking account
Account opening, closing, or management
NaN
NaN
NaN
Santander Bank US
NY
10065
NaN
NaN
Fax
07/31/2013
Closed
Yes
No
468879
3
2013-07-29
Bank account or service
Checking account
Deposits and withdrawals
NaN
NaN
NaN
Wells Fargo & Company
GA
30084
NaN
NaN
Web
07/30/2013
Closed with explanation
Yes
No
468949
4
2013-07-29
Mortgage
Conventional fixed mortgage
Loan servicing, payments, escrow account
NaN
NaN
NaN
Franklin Credit Management
CT
06106
NaN
NaN
Web
07/30/2013
Closed with explanation
Yes
No
475823
In [21]:
complaints[complaints['Company public response'].notnull()]['Company public response'].value_counts()
Out[21]:
Company has responded to the consumer and the CFPB and chooses not to provide a public response 80793
Company chooses not to provide a public response 52476
Company believes it acted appropriately as authorized by contract or law 30745
Company believes the complaint is the result of a misunderstanding 2734
Company disputes the facts presented in the complaint 2557
Company believes complaint caused principally by actions of third party outside the control or direction of the company 2361
Company believes complaint is the result of an isolated error 2106
Company can't verify or dispute the facts in the complaint 1457
Company believes complaint represents an opportunity for improvement to better serve consumers 955
Company believes complaint relates to a discontinued policy or procedure 39
Name: Company public response, dtype: int64
In [22]:
complaints['Tags'].value_counts()
Out[22]:
Older American 59587
Servicemember 35534
Older American, Servicemember 8287
Name: Tags, dtype: int64
In [23]:
complaints['Company response to consumer'].value_counts()
Out[23]:
Closed with explanation 546073
Closed with non-monetary relief 91088
Closed with monetary relief 49181
Closed without relief 17863
Closed 16897
Closed with relief 5298
In progress 4050
Untimely response 4038
Name: Company response to consumer, dtype: int64
In [19]:
len(complaints)
Out[19]:
734488
In [24]:
complaints['Company'].value_counts()
Out[24]:
Bank of America 64563
Wells Fargo & Company 52148
Equifax 46034
Experian 43345
JPMorgan Chase & Co. 41463
TransUnion Intermediate Holdings, Inc. 37610
Citibank 33612
Ocwen 23720
Capital One 19526
Navient Solutions, LLC. 15936
Nationstar Mortgage 15805
Synchrony Financial 12401
U.S. Bancorp 11969
Ditech Financial LLC 11149
PNC Bank N.A. 8413
Amex 7979
Encore Capital Group 7572
HSBC North America Holdings Inc. 7052
Discover 6183
SunTrust Banks, Inc. 6005
TD Bank US Holding Company 5721
Select Portfolio Servicing, Inc 5597
Portfolio Recovery Associates, Inc. 4786
Citizens Financial Group, Inc. 3897
Barclays PLC 3835
ERC 3724
AES/PHEAA 3607
Seterus, Inc. 3590
Fifth Third Financial Corporation 3564
BB&T Financial 3228
...
Southwest Finance, L.L.C. 1
National Integrity LLC 1
Abrahamsen Ratchford, P.C 1
Vanderwey Investments, LLC 1
New World Collection, Inc. 1
Leopold & Associates, PLLC 1
Professional Credit Analysts of MN, Inc. 1
Rivertown Credit LLC 1
TCN Inc 1
Ideal Lending Solutions, Inc. 1
Vinson Mortgage Services, Inc. 1
Aspen Home Mortgage Group 1
Cheryl A. Warzynski PLLC 1
New Horizons Finance Company, Inc 1
FCN Catalogue & Equipment, Inc. 1
Taylor Pigue Marchetti & Blair, PLLC 1
March Motors, Inc. 1
Mortgages Unlimited Inc 1
Sentry Abstract Co. 1
Hello Digit, Inc 1
Jefferson Title Corporation 1
The Hamilton Law Association 1
Vericheck 1
Credit Wise Recovery Solution LLC 1
Willow Bend Mortgage Company, LLC 1
Warlick, Stebbins, Murray & Chew, LLP 1
Nations Holding Company 1
Krawczyk, Duginski & Rohr, S.C. 1
The Law Offices of Richard W. Krieg, LLC 1
Schiller & Adam, P.A. 1
Name: Company, dtype: int64
In [25]:
boa = complaints[complaints['Company'] == 'Bank of America']
In [32]:
boa.groupby(['Product', 'Sub-product']).size()
Out[32]:
Product Sub-product
Bank account or service (CD) Certificate of deposit 370
Cashing a check without an account 118
Checking account 9495
Other bank product/service 2641
Savings account 749
Consumer Loan Installment loan 193
Pawn loan 5
Personal line of credit 164
Title loan 7
Vehicle lease 5
Vehicle loan 280
Debt collection Auto 16
Credit card 690
Federal student loan 5
I do not know 155
Medical 1
Mortgage 493
Non-federal student loan 10
Other (i.e. phone, health club, etc.) 225
Payday loan 3
Money transfers Domestic (US) money transfer 133
International money transfer 124
Mortgage Conventional adjustable mortgage (ARM) 4121
Conventional fixed mortgage 9937
FHA mortgage 4577
Home equity loan or line of credit 2103
Other mortgage 18028
Reverse mortgage 102
Second mortgage 148
VA mortgage 513
Other financial service Check cashing 31
Debt settlement 3
Foreign currency exchange 10
Money order 2
Refund anticipation check 9
Traveler’s/Cashier’s checks 11
Payday loan Payday loan 14
Prepaid card General purpose card 16
Gift or merchant card 5
Government benefit payment card 19
ID prepaid card 1
Mobile wallet 1
Other special purpose card 6
Payroll card 4
Student loan Federal student loan servicing 9
Non-federal student loan 89
dtype: int64
In [33]:
boa.groupby(['Issue', 'Sub-issue']).size()
Out[33]:
Issue Sub-issue
Applied for loan/did not receive money Applied for loan/did not receive money 1
Can't contact lender Can't contact lender 4
Can't repay my loan Can't decrease my monthly payments 5
Can't get flexible payment options 7
Can't temporarily postpone payments 4
Charged fees or interest I didn't expect Charged fees or interest I didn't expect 4
Communication tactics Called after sent written cease of comm 17
Called outside of 8am-9pm 9
Frequent or repeated calls 128
Threatened to take legal action 48
Used obscene/profane/abusive language 4
Cont'd attempts collect debt not owed Debt is not mine 266
Debt resulted from identity theft 50
Debt was discharged in bankruptcy 76
Debt was paid 173
Credit monitoring or identity protection Problem cancelling or closing account 2
Credit reporting company's investigation Investigation took too long 1
Dealing with my lender or servicer Don't agree with fees charged 2
Having problems with customer service 5
Keep getting calls about my loan 1
Need information about my balance/terms 8
Received bad information about my loan 12
Trouble with how payments are handled 10
Disclosure verification of debt Not disclosed as an attempt to collect 18
Not given enough info to verify debt 390
Right to dispute notice not received 51
False statements or representation Attempted to collect wrong amount 93
Impersonated an attorney or official 12
Indicated committed crime not paying 11
Indicated shouldn't respond to lawsuit 1
Getting a loan Can't qualify for a loan 1
Getting a loan 3
Qualify for a better loan than offered 1
Improper contact or sharing of info Contacted employer after asked not to 16
Contacted me after I asked not to 26
Contacted me instead of my attorney 4
Talked to a third party about my debt 54
Improper use of my credit report Report improperly shared by CRC 8
Incorrect information on credit report Account status 61
Account terms 5
Information is not mine 15
Public record 1
Reinserted previously deleted info 2
Problems when you are unable to pay Problems when you are unable to pay 13
Received a loan I didn't apply for Received a loan I didn't apply for 5
Repaying your loan Repaying your loan 26
Taking/threatening an illegal action Attempted to/Collected exempt funds 12
Seized/Attempted to seize property 69
Sued w/o proper notification of suit 17
Sued where didn't live/sign for debt 4
Threatened arrest/jail if do not pay 9
Threatened to sue on too old debt 40
dtype: int64
In [40]:
complaints.groupby(['Issue', 'Sub-issue']).size()
Out[40]:
Issue Sub-issue
Applied for loan/did not receive money Applied for loan/did not receive money 302
Can't contact lender Can't contact lender 963
Can't repay my loan Can't decrease my monthly payments 3600
Can't get flexible payment options 3003
Can't temporarily postpone payments 1315
Can't stop charges to bank account Can't stop charges to bank account 482
Charged bank acct wrong day or amt Charged bank acct wrong day or amt 275
Charged fees or interest I didn't expect Charged fees or interest I didn't expect 2345
Communication tactics Called after sent written cease of comm 1786
Called outside of 8am-9pm 869
Frequent or repeated calls 14071
Threatened to take legal action 4517
Used obscene/profane/abusive language 1749
Cont'd attempts collect debt not owed Debt is not mine 34814
Debt resulted from identity theft 4562
Debt was discharged in bankruptcy 2301
Debt was paid 15690
Credit monitoring or identity protection Account terms and changes 689
Billing dispute 847
Insurance terms 4
Problem cancelling or closing account 466
Problem with fraud alerts 2002
Receiving unwanted marketing/advertising 205
Credit reporting company's investigation Inadequate help over the phone 1608
Investigation took too long 2535
No notice of investigation status/result 5946
Problem with statement of dispute 5548
Dealing with my lender or servicer Don't agree with fees charged 2380
Having problems with customer service 2455
Keep getting calls about my loan 1145
...
False statements or representation Indicated committed crime not paying 967
Indicated shouldn't respond to lawsuit 332
Getting a loan Can't qualify for a loan 286
Getting a loan 205
Qualify for a better loan than offered 148
Improper contact or sharing of info Contacted employer after asked not to 2119
Contacted me after I asked not to 2494
Contacted me instead of my attorney 237
Talked to a third party about my debt 4766
Improper use of my credit report Received marketing offer after opted out 163
Report improperly shared by CRC 4903
Report shared with employer w/o consent 157
Incorrect information on credit report Account status 35338
Account terms 10418
Information is not mine 30196
Personal information 7106
Public record 8252
Reinserted previously deleted info 5339
Payment to acct not credited Payment to acct not credited 356
Problems when you are unable to pay Problems when you are unable to pay 1697
Received a loan I didn't apply for Received a loan I didn't apply for 561
Repaying your loan Repaying your loan 3820
Taking/threatening an illegal action Attempted to/Collected exempt funds 865
Seized/Attempted to seize property 1108
Sued w/o proper notification of suit 1334
Sued where didn't live/sign for debt 385
Threatened arrest/jail if do not pay 2217
Threatened to sue on too old debt 2602
Unable to get credit report/credit score Problem getting my free annual report 6282
Problem getting report or credit score 4211
dtype: int64
In [44]:
wrong_debt = complaints[complaints['Sub-issue'] == 'Debt is not mine']
paid_debt = complaints[complaints['Sub-issue'] == 'Debt was paid']
In [43]:
wrong_debt['Company'].value_counts()
Out[43]:
Encore Capital Group 1965
ERC 1477
Portfolio Recovery Associates, Inc. 1158
Convergent Resources, Inc. 774
Afni, Inc. 577
Transworld Systems Inc. 541
Resurgent Capital Services L.P. 496
Diversified Consultants, Inc. 479
Citibank 473
Expert Global Solutions, Inc. 463
Dynamic Recovery Solutions, LLC 463
Allied Interstate LLC 434
I.C. System, Inc. 433
Synchrony Financial 413
EOS Holdings, Inc. 409
Navient Solutions, LLC. 403
Stellar Recovery Inc. 380
CCS Financial Services, Inc. 376
Commonwealth Financial Systems, Inc. 357
Capital One 340
National Credit Systems,Inc. 297
JPMorgan Chase & Co. 295
The CBE Group, Inc. 283
Southwest Credit Systems, L.P. 278
Pinnacle Credit Services, LLC 276
Receivables Performance Management LLC 275
Bank of America 266
First National Collection Bureau, Inc. 251
The CMI Group, Inc. 233
Credit Protection Association, L.P. 216
...
Udren Law Offices, P.C. 1
Lippman & Reed, PLLC 1
Tri-Counties Accounts Adjustment Bureau 1
Superior Adjustment, Inc. 1
Blackwell, Burns & Pratt 1
Century Financial Group 1
Global One Arbitration Inc. 1
Delta Outsource Group, Inc. 1
Consumer Recovery Solutions, LLC 1
Nevada Professional Collections Texas 1
Man-Data Inc. 1
21st Mortgage Corporation 1
United Credit and Collections Inc. 1
World Omni Financial Corp. 1
Credit Bureau of Jamestown, Inc. 1
J&J Financial Services LLC 1
First Capital Recovery Inc. 1
Douglas, Chancellor, Meyers and Associates, LLC 1
Yakima County Credit Service, INC 1
Economic Recovery Consultants, Inc 1
Global Lending Services LLC 1
Brelvis Consulting, LLC 1
S & S Recovery, Inc. 1
N&S Partners 1
Brian Kvarfordt 1
PRO Consulting Services, Inc. 1
Bernhardt and Strawser, P.A. 1
LendingTree, Inc 1
Jerold Kaplan Law Office, P.C. 1
FirstBank of Puerto Rico 1
Name: Company, dtype: int64
In [45]:
paid_debt['Company'].value_counts()
Out[45]:
Encore Capital Group 653
ERC 460
Portfolio Recovery Associates, Inc. 438
Transworld Systems Inc. 358
Citibank 291
Synchrony Financial 261
Expert Global Solutions, Inc. 244
Diversified Consultants, Inc. 239
Capital One 234
Afni, Inc. 233
Convergent Resources, Inc. 211
I.C. System, Inc. 182
JPMorgan Chase & Co. 174
Bank of America 173
Resurgent Capital Services L.P. 169
Commonwealth Financial Systems, Inc. 150
Southwest Credit Systems, L.P. 132
CCS Financial Services, Inc. 130
Stellar Recovery Inc. 121
Tenet HealthCare Corporation 118
HSBC North America Holdings Inc. 117
EOS Holdings, Inc. 117
Receivables Performance Management LLC 115
CMRE Financial Services, Inc. 113
Navient Solutions, LLC. 109
Dynamic Recovery Solutions, LLC 107
National Credit Systems,Inc. 106
Wells Fargo & Company 106
Alorica Inc. 105
Allied Interstate LLC 99
...
MicroBilt / PRBC (formerly CL Verify) 1
Nagle & Zaller, PC 1
Lefkoff, Rubin, Gleason & Russo, P.C. 1
Hood & Stacy, P.A. 1
Certified Services, Inc. 1
R & R Collection Service, Inc. 1
Pollack & Rosen, P.A. 1
Adsen & Associates, LLC 1
Credit & Collection Recovery Services, Inc. 1
National Account Services, Inc. 1
Collection Center Inc 1
The Law Offices of Erskine and Fleisher 1
MJ Altman Companies, Inc. 1
BOK Financial Corp 1
Harris Beach PLLC 1
Morgan & Pottinger, PSC 1
Precise Financial Group, LLC 1
Robinson & Associates 1
Diverse Financial Enterprises 1
IBERIABANK 1
TFC Credit Corporation of California 1
Worldwide Processing Group, LLC 1
Regional Credit Solutions 1
Bayfield Financial, LLC 1
Money Management International, Inc. 1
Curtwright & Klein, LLC 1
Revenue Enterprises, LLC 1
CU Recovery, Inc. 1
BankUnited 1
FirstBank of Puerto Rico 1
Name: Company, dtype: int64
In [ ]:
Content source: mathisonian/consumer-complaints
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