CFPB Consumer Complaints Dashboard

Five years of CFPB data on payment-product complaints. P2P / money-transfer disputes close with monetary relief at a fraction of the rate card disputes do, and the gap doesn't budge.

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The finding

P2P / money-transfer disputes close with monetary relief 4.96% of the time. Credit card sits at 14.5%, debit at 18.0%, prepaid at 23.0%. That gap has been roughly the same for five years and isn't trending toward closure.

Part of it is regulatory. P2P transfers live under Reg-E, which gives consumers narrower chargeback rights for authorized transactions than Reg-Z gives card users. So the floor is lower by design. But the floor doesn't fully explain the gap. The bottom of the company chart is dominated by P2P-native platforms (Block / Cash App, Early Warning Services / Zelle, Robinhood) that effectively never resolve a complaint with monetary relief, while traditional banks running smaller P2P volumes resolve at 5-25%.

The Cash App quarter

Q1 2025 P2P volume jumped 13x, from ~4,200 per quarter to 58,903. The trigger is on the record: in January 2025, the CFPB ordered Block to pay $120M+ in restitution and a $55M penalty over Cash App fraud handling. Consumers piled in with grievances they hadn't surfaced before. Block alone was 60% of the quarter's P2P complaints and closed 99% of them with explanation only.

The restitution flowed through the enforcement order. Individual complaint outcomes didn't move. That asymmetry is the whole story for Block in one chart.

Why I built it

I work dispute analytics at a top-10 US bank. The disputes I handle internally are the ones that don't make it to the CFPB. This dashboard is the other side of that funnel: what does escalate, who it's filed against, and how it ends. Building it on public data is the only way I can show this kind of analytical work without anything internal leaving the building.

What's in the dashboard

Four panels, single screen.

Headline callout. The 4.96% number with a one-paragraph takeaway. The hook.

Monetary relief rate by product. Horizontal bars, P2P highlighted in red against the three card products in gray. Vertical reference line at the credit-card rate as the benchmark.

Quarterly trend. Same color treatment, same four products, five years of quarters. End-of-line labels so the chart is readable without a legend.

Top 10 P2P companies. Scatter plot, complaint volume on the x-axis and relief rate on the y-axis. Dot size encodes volume. The three zero-relief platforms render in red. Block sits as a giant red dot at the bottom-right with an inline annotation explaining the 2025 enforcement context.

Data and method

Source: CFPB Consumer Complaint Database, the federal regulator's public database of every consumer complaint filed against a US bank since 2012.

Window: April 2021 through December 2025. ~493K complaints across the four product categories.

A few definitional choices that matter:

"Monetary relief" is Company response to consumer == "Closed with monetary relief". Non-monetary relief and explanation-only outcomes don't count. This is the single field that drives the entire dashboard, so it's worth being precise.

"P2P / money transfer" is the CFPB product "Money transfer, virtual currency, or money service". That category mostly captures Cash App, Zelle, PayPal, Venmo, and the crypto exchanges; it doesn't capture bank-app-internal transfers between two checking accounts at the same bank.

"Debit card / unauthorized" isn't a native CFPB product. It's a calculated subset of "Checking or savings account" complaints filtered to debit/ATM-card-specific issue codes. The CFPB doesn't break debit out as its own product, so this slice is mine.

"Credit card" combines "Credit card" and the historical "Credit card or prepaid card" dual-label category, which CFPB used until late 2023.

Top 10 P2P companies is computed inside a Tableau context filter. Without that, the Top-N filter ranks by overall complaint volume across all products, and legacy banks like JPMorgan dominate the list because of their mortgage and credit-card complaints. Promoting the Product filter to context makes the ranking P2P-native.

The prepaid line shows a clear spike in late 2023 / early 2024. That's American Express resolving a wave of Serve and Bluebird wind-down complaints with monetary refunds, not a regulatory event. I left it visible without an annotation because the dashboard's main story doesn't depend on it, and an interviewer asking "what's that bump?" is a feature, not a bug.

Stack

Source

github.com/rjcb-commits/cfpb_complaints_dashboard