Carlo Marasigan

Bank Customer Complaints Data Exploration Report Data Source: Kaggle.com Total Records Considered: 65,499 complaints Analysis Tool: Microsoft Excel (Pivot Tables) _____________________________________ Introduction This is a comprehensive analysis of banks customer complaints data worldwide that was retrieved from Kaggle, beginning Q3 2013 through Q3 2015. The database contains 65,499 records covering product type, complaint problems, company response, geography, and consumer disputes. This analysis focuses on uncovering patterns, top issues, and company performance to support top management in resolving customer pain points as well as improving service delivery. Data Content: product_name, sub_product, issuesub_issue, consumer_complaint narrative, company_public_response, companystate_name, zip_code, tags, consumer_consent_provided, submitted_via, date_received, date_sent, company_response, timely_response, consumer_disputed, complaint_id Queries to be Answered: 1. Complaints Volume • How many complaints are received each year? • Which products get the most complaints? 2. Complaint Issues • What are the top 10 issues customers complain about? • For each product, what are the most common issues? 3. Company Performance • Which companies receive the highest number of complaints? 4. Geographic View • Which states have the most complaints? 5. Resolution & Customer Experience • What are the types of company responses (e.g., closed with explanation, closed with relief)? • What percentage of complaints were disputed by consumers? Steps taken (Data Cleaning): 1. All blank rows and columns under Product Name were removed to maintain data integrity. 2. Missing values were identified in the State Name and Zip Code fields, totaling 478 rows (0.7%). Since this proportion was minimal and unlikely to affect the overall analysis, these values were imputed as “Unknown” rather than excluded. 3. For the Consumer Disputed column, blank entries were imputed as “No”, based on the assumption that the absence of a response indicated no dispute. Beyond these adjustments, the dataset was complete and required no additional modifications. Executive Summary This data analysis of 65,499 consumer complaints received between Q3 2013 and Q3 2015 presents critical information on the number, nature, and disposition of complaints on financial product and service. Complaints about mortgage always top the list with the greatest number of complaints, followed by debt collection and credit report problems. Peak complaint periods are in Q1 of the year in question, coinciding with fiscal cycles like mortgage re-finance and tax season. Most common complaint issues are credit reporting errors, loan servicing issues, and abusive debt collection. Top complaint recipients are industry giants Bank of America, Experian, and Wells Fargo, indicating service concentration areas. Geographically, prominent complaint states are California, Florida, and Texas with the largest number of complaints, reflecting regional levels of consumer discontent. Closure responses by firms are most prevalent, with some issuing financial or non-financial compensation. Curiously, 20% of complaints are actually refused by consumers, suggesting areas that need elaborate solution strategies. Data Exploration Queries and Pivot Tables 1. Complaints Volume • How many complaints are received each year? Data starts from Q3 of 2013 and ends on Q3 of 2015. With this, we have used a comparative method per quarter. The peaks in complaint levels are always highest in Q1 (9,881 in 2014 Q1; 9,928 in 2015 Q1). Presumably connected with tax time, yearly reporting, and mortgage/territory loan renewals towards the beginning of the year. Trend of Complaints per year Count of issue Column Labels Product Name Mortgage 2013 Qtr3 Qtr4 2014 Qtr1 Qtr2 Qtr3 Qtr4 2015 Qtr1 Qtr2 Qtr3 Grand Total • 4,435 2,251 2,184 10,613 2,914 2,679 2,607 2,413 3,686 2,400 1,285 1 18,734 Debt collection Credit reporting Bank account or service 2,609 1,-,-,687 7,281 2,627 1,787 2,543 1,856 2,319 1,945 2,198 1,693 3,810 2,985 2,613 1,993 1,-,106 12,092 Credit card 1,-,-,-,540 6,472 1,-,-,- Which products get the most complaints? Top Products Causing Complaints: Mortgage Complaints top the list yearly (2014 = 10,613; 2015 Q1 alone = 2,400). Debt Collection and Credit Reporting are close behind to form the top 3. Note: Narrowed it down to Top 10 on for the chart Trend of Complaints by Product Product Name Count of issue Mortgage 18,734 Debt collection 16,106 Credit reporting 12,092 Bank account or service 6,540 Credit card 6,472 Consumer Loan 2,343 Student loan 1,827 Payday loan 633 Money transfers 507 Prepaid card 190 Other financial service 55 2. Complaint Issues • What are the top 10 issues customers complain about? The majority of customer complaints are concentrated in a few recurring problem areas. The leading issues include loan-related concerns such as loan modification, collection, foreclosure (9,338 cases) and loan servicing or escrow payments (6,713 cases). Credit reporting inaccuracies are another major source of dissatisfaction, particularly incorrect information on reports (8,941 cases) and company investigations (1,276 cases). Debt collection practices also drive complaints, including attempts to collect debts not owed (6,779 cases), aggressive communication tactics (3,014), and verification disputes (2,782). Additional concerns involve account management and banking transactions (account opening/closing, 2,906; deposits/withdrawals, 1,755) and issues with false statements or misrepresentation (1,273). Top 10 Issues Issue Name Count of issue Loan modification,collection,foreclosure 9,338 Incorrect information on credit report 8,941 Cont'd attempts collect debt not owed 6,779 Loan servicing, payments, escrow account 6,713 Communication tactics 3,014 Account opening, closing, or management 2,906 Disclosure verification of debt 2,782 Deposits and withdrawals 1,755 Credit reporting company's investigation 1,276 False statements or representation 1,273 • For each product, what are the most common issues? Plotting the top 5 products which have the most issues or complaints o o o o o Bank account or service ▪ Account opening, closing, or management ▪ Deposits and withdrawals ▪ Problems caused by my funds being low ▪ Making/receiving payments, sending money ▪ Using a debit or ATM card Credit card ▪ Billing disputes ▪ Other ▪ Identity theft / Fraud / Embezzlement ▪ Closing/Cancelling account ▪ APR or interest rate Credit reporting ▪ Incorrect information on credit report ▪ Credit reporting company's investigation ▪ Unable to get credit report/credit score ▪ Credit monitoring or identity protection ▪ Improper use of my credit report Debt collection ▪ Cont'd attempts collect debt not owed ▪ Communication tactics ▪ Disclosure verification of debt ▪ False statements or representation ▪ Improper contact or sharing of info Mortgage ▪ Loan modification, collection, foreclosure ▪ Loan servicing, payments, escrow account ▪ Application, originator, mortgage broker ▪ Settlement process and costs ▪ Credit decision / Underwriting Top 5 product with top5 issues Products with their Issues Bank account or service Account opening, closing, or management Deposits and withdrawals Problems caused by my funds being low Making/receiving payments, sending money Using a debit or ATM card Credit card Billing disputes Other Identity theft / Fraud / Embezzlement Closing/Cancelling account APR or interest rate Credit reporting Incorrect information on credit report Credit reporting company's investigation Unable to get credit report/credit score Credit monitoring or identity protection Improper use of my credit report Debt collection Cont'd attempts collect debt not owed Communication tactics Disclosure verification of debt False statements or representation Improper contact or sharing of info Mortgage Loan modification,collection,foreclosure Loan servicing, payments, escrow account Application, originator, mortgage broker Settlement process and costs Credit decision / Underwriting Count of issue 6,540 2,906 1,-,360 1,-,092 8,941 1,276 1,-,085 6,779 3,014 2,782 1,273 1,237 18,454 9,338 6,713 1,- 3. Company Performance • Which companies receive the highest number of complaints? The Top 10 companies with the greatest number of Issues 1. Bank of America (4,719) 2. Experian (4,230) 3. Equifax (4,152) 4. Wells Fargo & Company (4,069) 5. JPMorgan Chase & Co. (3,363) 6. TransUnion Intermediate Holdings, Inc. 7. Citibank (2,646) 8. Ocwen (2,539) 9. Nationstar Mortgage (1,798) 10. Capital One (1,532) (3,227) 4. Geographic View • Which states have the most complaints? 1. 2. 3. 4. CA FL GA IL 9,255 6,306 2,657 2,336 5. 6. 7. 8. NJ NY OH PA 2,676 4,413 1,993 2,403 9. TX 5,500 10. VA 2,192 5. Resolution & Customer Experience • What are the types of company responses (e.g., closed with explanation, closed with relief)? o o o o o • Closed Closed with explanation Closed with monetary relief Closed with non-monetary relief Untimely response What percentage of complaints were disputed by consumers? o There is a Total of (13,116) 20% complaints disputed by the consumers.