If you had a complaint about your credit card last year, about billing or fraud, for instance, you were more likely to live in Maryland than North Dakota.

Mid-Atlantic residents had the most credit card complaints per capita, with Maryland ranked overall in the U.S. as the state with the third highest number of complaints, according to a new study.


Consumer website ValuePenguin analyzed the more than 13,000 complaints collected by the Consumer Financial Protection Bureau in 2013 to come up with its findings. Most complaints had to do with billing disputes, account closures and fraud.

Highlights of the report, which you can read here, include:

  • American Express and Chase ranked highest in customer satisfaction, with the fewest complaints relative to volume of purchases.
  • Capital One and Citibank had the worst customer satisfaction rankings, but they were most likely to resolve complaints with a refund or credit.
  • Bank of America was the least likely to resolve complaints with financial compensation.
  • The highest complaints per capita came from Washington, D.C., with 13 for every 100,000 residents, followed by Delaware, 10 per 100,000, and Maryland, with 7 per 100,000.
  • Residents of North Dakota, Mississippi and Indiana were least likely to complain.

Credit card companies each had strengths and weaknesses as far as complaints went. American Express holders complained more about rewards than customers of other card issuers, but complained less often about identity theft or embezzlement.

Bank of America had the greatest percentage of complaints about account closures.

Nearly one of every five complaints at Citi and Chase was about a credit card bill. Discover had the lowest percentage of billing issues compared to the other major cards.