Where Consumer Banking Breaks

Where Consumer
Banking Breaks

Complaint records for credit cards and checking/savings accounts, read for what they are good at: which product experiences break, how fast, and whether institutions handle the same failure differently. Companies appear as anonymized labels — this is about behavior patterns, not brand scoreboards.

EXHIBIT A2

Complaints received per month

JAN 2025 · CAMPAIGN EVENT · EXCLUDED FROM TRENDS

basis: raw monthly counts, all companies in current filter pooled — never normalized by customer base and never a cross-company ranking · live view of analysis cell 01 [A2]

EXHIBIT A3

What the complaints are about

basis: share of complaints in current filter; the issue filter is not applied to this panel · cell 01 [A3]

EXHIBIT B5

Relief rate by quarter

basis: (monetary + non-monetary relief) ÷ closed complaints, pooled over filter; range-edge quarters can be partial · cell 02 [B5]

EXHIBIT B2

How complaints close, by company

basis: each bar is 100% of that company's complaints under the current filter; companies with ≥200 complaints, sorted by relief rate · cell 02 [B2]

TABLE B2

Company register

rates are shares of each company's own complaints under the product/issue/time filter — the company filter does not apply here · click headers to sort

Reading notes — before comparing companies

01Complaint counts are not a quality ranking. Bigger institutions have more customers and more complaints; every comparison here is a rate within a company's own complaints.

02Labels are anonymized (Company A, B, … by total scoped volume). The public pipeline regenerates the mapping; the point is behavior, not brands.

03January 2025 contains a coordinated complaint campaign against two institutions — 38.6% exact-duplicate narratives vs a 0.1% baseline. Treat that month as an event, not a trend.

04Narratives are self-selected and unverified; sub-$10B institutions are largely absent; complaints show where friction surfaces, not everywhere it exists.