Gift Card Complaints: Which Companies Get the Most CFPB Complaints
Original analysis of 3,924 records from the CFPB, calendar years 2015–2025, plus January–September 2026. Published October 22, 2026.
We counted every gift card complaint in the CFPB's public database from 2015 through September 2026 and ranked companies by complaints received in 2024 and 2025, the two full years under the current complaint form.
What the CFPB Gift Card Complaint Data Show
American Express was named in 867 of the 1,712 gift card complaints the CFPB received in 2024 and 2025 and published (50.6%), more than any other company. InComm followed with 421 (24.6%), then Blackhawk Network (103) and U.S. Bancorp (89). The counts are raw numbers and do not account for how many gift cards each company issues or manages.
- 51%American Express share of complaints, 2024–2025
- 1.71KGift card complaints published, 2024–2025
- 30%InComm gift card complaints not answered on time, 2024–2025
American Express ranks first
American Express drew 867 gift card complaints in 2024 and 2025, 50.6% of the total and more than the next three companies combined.
Four companies account for most complaints
American Express, InComm, Blackhawk Network and U.S. Bancorp together account for 86.4% of the 1,712 complaints naming 52 companies.
InComm leads in 2026 so far
From January through September 2026, InComm was named in 169 gift card complaints and American Express in 116; this partial year can still grow.
December and January are the busiest months
December or January was the month with the most complaints in each year from 2023 to 2025; the two months account for 24.4% of 2024–2025 complaints.
Monetary relief comes mostly from one company
American Express reported monetary relief in 47.9% of its complaints. InComm and Blackhawk Network reported it in none, and InComm did not respond on time to 30.2% of its complaints.
Which Gift Card Company Has the Most CFPB Complaints
Of the 52 companies named in gift card complaints in 2024 and 2025, American Express drew the most.
American Express (867) and InComm (421) together account for 75.2% of the 1,712 complaints.
The ranking counts complaints the CFPB received in 2024 and 2025 in which the consumer chose the product "Prepaid card" and the sub-product "Gift card". It covers all 52 companies named in these complaints. American Express drew 472 in 2024 and 395 in 2025; InComm drew 187 in 2025. Google Compare Credit Cards Inc. (69) and Citibank (36) follow Blackhawk Network and U.S. Bancorp.
Companies are listed under the name the CFPB uses. A complaint names the company the CFPB sent it to, which can be the card issuer or the company that manages the card program; the database does not show the brand printed on the card or the store that sold it.
These are raw counts. A company that sells or manages more gift cards will tend to draw more complaints, and the CFPB does not publish card volumes by company, so the ranking is not a complaint rate.
Gift card complaints by company, 2024–2025
- American Express86750.6% of all · 116 in Jan.–Sep. 2026
- InComm (Incomm Holdings Inc.)42124.6% of all · 169 in Jan.–Sep. 2026
- Blackhawk Network1036.0% of all · 50 in Jan.–Sep. 2026
- U.S. Bancorp895.2% of all · 18 in Jan.–Sep. 2026
- Google Compare Credit Cards Inc.694.0% of all · 13 in Jan.–Sep. 2026
- Citibank362.1% of all · 10 in Jan.–Sep. 2026
- Capital One181.1% of all · 28 in Jan.–Sep. 2026
- Block (Cash App)160.9% of all · 6 in Jan.–Sep. 2026
- Newport Intermediate Inc.70.4% of all · 0 in Jan.–Sep. 2026
- Bank of America60.4% of all · 2 in Jan.–Sep. 2026
- JPMorgan Chase60.4% of all · 3 in Jan.–Sep. 2026
- TD Bank60.4% of all · 2 in Jan.–Sep. 2026
All 52 companies
- Klarna AB50.3% of all · 4 in Jan.–Sep. 2026
- PayPal50.3% of all · 5 in Jan.–Sep. 2026
- Wells Fargo40.2% of all · 2 in Jan.–Sep. 2026
- FISERV FINXACT CORE30.2% of all · 0 in Jan.–Sep. 2026
- GOLDMAN SACHS BANK USA30.2% of all · 1 in Jan.–Sep. 2026
- Netspend30.2% of all · 2 in Jan.–Sep. 2026
- Synchrony30.2% of all · 4 in Jan.–Sep. 2026
- Sezzle Inc.30.2% of all · 1 in Jan.–Sep. 2026
- Affirm Holdings, Inc20.1% of all · 2 in Jan.–Sep. 2026
- BARCLAYS BANK DELAWARE20.1% of all · 0 in Jan.–Sep. 2026
- Credit Karma, LLC20.1% of all · 0 in Jan.–Sep. 2026
- GVA Holdings, LLC20.1% of all · 0 in Jan.–Sep. 2026
- ICUL Service Corporation20.1% of all · 0 in Jan.–Sep. 2026
- PNC Bank20.1% of all · 0 in Jan.–Sep. 2026
- Plastyc, Inc.20.1% of all · 0 in Jan.–Sep. 2026
- Avenify Corporation10.1% of all · 0 in Jan.–Sep. 2026
- BANK OF HAWAII CORPORATION10.1% of all · 0 in Jan.–Sep. 2026
- CCF Intermediate Holdings LLC10.1% of all · 0 in Jan.–Sep. 2026
- Comerica10.1% of all · 0 in Jan.–Sep. 2026
- Discover Bank10.1% of all · 0 in Jan.–Sep. 2026
- EQUIFAX, INC.10.1% of all · 0 in Jan.–Sep. 2026
- FIRST HORIZON BANK10.1% of all · 0 in Jan.–Sep. 2026
- FIRST NATIONAL BANK OF OMAHA10.1% of all · 0 in Jan.–Sep. 2026
- FIRST PORTFOLIO SERVICING INC10.1% of all · 0 in Jan.–Sep. 2026
- Fold, Inc.10.1% of all · 0 in Jan.–Sep. 2026
- John C. Heath, Attorney at Law, PLLC10.1% of all · 0 in Jan.–Sep. 2026
- KEYCORP10.1% of all · 0 in Jan.–Sep. 2026
- Kiva Microfunds10.1% of all · 0 in Jan.–Sep. 2026
- LendingPoint Holdings LLC10.1% of all · 0 in Jan.–Sep. 2026
- M&T BANK CORPORATION10.1% of all · 0 in Jan.–Sep. 2026
- MIDFIRST BANK10.1% of all · 0 in Jan.–Sep. 2026
- Meta Payments Inc.10.1% of all · 0 in Jan.–Sep. 2026
- OneMain Finance Corporation10.1% of all · 0 in Jan.–Sep. 2026
- Perpay, Inc.10.1% of all · 0 in Jan.–Sep. 2026
- STATE BANKSHARES, INC.10.1% of all · 0 in Jan.–Sep. 2026
- STATE EMPLOYEES’ CREDIT UNION10.1% of all · 0 in Jan.–Sep. 2026
- SUNCOAST CREDIT UNION10.1% of all · 0 in Jan.–Sep. 2026
- TRANSCARD, LLC10.1% of all · 0 in Jan.–Sep. 2026
- Tesla, Inc.10.1% of all · 0 in Jan.–Sep. 2026
- Zip Co US Inc.10.1% of all · 1 in Jan.–Sep. 2026
How Gift Card Complaints Have Changed Since 2015
Gift card complaints reached 905 in 2024, the highest full year since 2015, and fell to 807 in 2025.
InComm was the most-named company from 2020 to 2022; American Express led from 2023 to 2025. InComm leads the partial year 2026.
The yearly count rose from 246 in 2022 to 645 in 2023 and 905 in 2024, then fell by 10.8% in 2025. In 2022, InComm drew 121 complaints and American Express 22.
The CFPB changed its complaint form on August 25, 2023, when "Prepaid card" became a product of its own again. Before that, gift cards were a sub-product of "Credit card or prepaid card", and before April 2017 the category was "Gift or merchant card". Counts on either side of these changes are not strictly comparable, and part of the rise in late 2023 may reflect the new form rather than more problems.
From January through September 2026, the CFPB published 461 gift card complaints: 169 about InComm and 116 about American Express. This partial year is not comparable with full years.
Gift card complaints by year, 2015 to September 2026
| Year | Complaints | Most named |
|---|---|---|
| 2026 | 461 | InComm |
| 2025 | 807 | AmEx |
| 2024 | 905 | AmEx |
| 2023 | 645 | AmEx |
| 2022 | 246 | InComm |
| 2021 | 155 | InComm |
| 2020 | 96 | InComm |
| 2019 | 102 | Blackhawk |
| 2018 | 85 | U.S. Bancorp |
| 2017 | 121 | AmEx, U.S. Bancorp |
| 2016 | 157 | U.S. Bancorp |
| 2015 | 144 | U.S. Bancorp |
The 2026 row covers January 1 through September 30, 2026, only. In 2017, American Express and U.S. Bancorp tied for most named. The CFPB complaint form changed in April 2017 and on August 25, 2023.
When Gift Card Complaints Peak
Complaints cluster around the holidays: December or January was the busiest month in each year from 2023 to 2025.
December and January account for 24.4% of 2024–2025 complaints, in two of twelve months.
The CFPB received 126 gift card complaints in December 2023 and 118 in January 2024, 113 in December 2024 and 105 in January 2025, and 81 in December 2025. American Express was named in more than half of the complaints in each of the first four of these months.
The month is the day the CFPB received the complaint, not the day the card was bought or used.
Gift card complaints by month, January 2023 to September 2026
| Month | All | AmEx | InComm |
|---|---|---|---|
| 2023-01 | 36 | 9 | 11 |
| 2023-02 | 31 | 7 | 7 |
| 2023-03 | 39 | 6 | 11 |
| 2023-04 | 36 | 3 | 18 |
| 2023-05 | 25 | 3 | 11 |
| 2023-06 | 31 | 4 | 18 |
| 2023-07 | 42 | 10 | 21 |
| 2023-08 | 40 | 10 | 19 |
| 2023-09 | 65 | 34 | 23 |
| 2023-10 | 94 | 57 | 21 |
| 2023-11 | 80 | 44 | 14 |
| 2023-12 | 126 | 91 | 20 |
| 2024-01 | 118 | 83 | 27 |
| 2024-02 | 82 | 55 | 19 |
| 2024-03 | 75 | 38 | 14 |
All months since January 2023
| Month | All | AmEx | InComm |
|---|---|---|---|
| 2024-04 | 72 | 33 | 18 |
| 2024-05 | 89 | 26 | 40 |
| 2024-06 | 66 | 34 | 19 |
| 2024-07 | 53 | 23 | 14 |
| 2024-08 | 54 | 28 | 14 |
| 2024-09 | 59 | 26 | 18 |
| 2024-10 | 54 | 25 | 19 |
| 2024-11 | 70 | 33 | 17 |
| 2024-12 | 113 | 68 | 15 |
| 2025-01 | 105 | 61 | 15 |
| 2025-02 | 69 | 39 | 13 |
| 2025-03 | 80 | 47 | 17 |
| 2025-04 | 78 | 37 | 19 |
| 2025-05 | 61 | 31 | 14 |
| 2025-06 | 57 | 33 | 11 |
| 2025-07 | 54 | 26 | 17 |
| 2025-08 | 62 | 29 | 13 |
| 2025-09 | 54 | 21 | 13 |
| 2025-10 | 47 | 12 | 15 |
| 2025-11 | 59 | 26 | 17 |
| 2025-12 | 81 | 33 | 23 |
| 2026-01 | 77 | 34 | 17 |
| 2026-02 | 37 | 9 | 14 |
| 2026-03 | 38 | 10 | 13 |
| 2026-04 | 32 | 10 | 13 |
| 2026-05 | 52 | 9 | 21 |
| 2026-06 | 53 | 13 | 17 |
| 2026-07 | 61 | 9 | 29 |
| 2026-08 | 49 | 13 | 17 |
| 2026-09 | 62 | 9 | 28 |
What People Complain About With Gift Cards
Trouble using the card to spend money in a store or online accounts for 65.4% of 2024–2025 gift card complaints.
1,119 complaints concerned trouble spending the card; 112 said the card was charged for a purchase the consumer did not make.
Consumers pick the issue and sub-issue themselves from the CFPB's list. The list has no separate category for drained cards, those found empty on first use, so such complaints are spread over several sub-issues, most likely trouble spending the card and charges the consumer did not make (6.5%).
The CFPB's annual report for 2025 describes prepaid card complaints in which consumers said newly purchased gift cards had low or zero balances the first time they tried to use them, and companies that explained package tampering at purchase locations.
Gift card complaints by sub-issue, 2024–2025
- Trouble using the card to spend money in a store or online1,11965.4% of all · 35.7% with monetary relief
- Card company isn't resolving a dispute about a purchase or transfer1508.8% of all · 9.3% with monetary relief
- Charged for a purchase or transfer you did not make with the card1126.5% of all · 3.6% with monetary relief
- (none)1096.4% of all · 9.2% with monetary relief
- Trouble getting information about the card573.3% of all · 8.8% with monetary relief
- Trouble getting a working replacement card563.3% of all · 12.5% with monetary relief
- Trouble getting, activating, or registering a card432.5% of all · 11.6% with monetary relief
- Trouble closing card221.3% of all · 13.6% with monetary relief
All issues
- Trouble using the card to pay a bill181.1% of all · 16.7% with monetary relief
- Confusing or misleading advertising about the card60.4% of all · 16.7% with monetary relief
- Changes in terms from what was offered or advertised50.3% of all · 0.0% with monetary relief
- Overcharged for a purchase or transfer you did make with the card40.2% of all · 25.0% with monetary relief
- Problem adding money40.2% of all · 25.0% with monetary relief
- Trouble using the card to send money to another person30.2% of all · 0.0% with monetary relief
- Was signed up for overdraft on card, but don't want to be10.1% of all · 0.0% with monetary relief
- Problem using the card to withdraw money from an ATM10.1% of all · 0.0% with monetary relief
- Problem with a check written from your prepaid card account10.1% of all · 0.0% with monetary relief
- Problem with direct deposit10.1% of all · 0.0% with monetary relief
How Gift Card Companies Respond to Complaints
Among the 5 companies with at least 50 complaints in 2024–2025, American Express reported monetary relief most often and InComm missed the response deadline most often.
American Express reported monetary relief in 47.9% of its complaints; InComm responded late to 127 of 421 (30.2%).
When a company answers a complaint, it tells the CFPB how it closed it. "Closed with monetary relief" means the company reported giving the consumer money back or another monetary benefit. Across all 2024–2025 gift card complaints, 453 (26.5%) were closed this way, 415 of them by American Express. Without American Express, the share is 4.5%. U.S. Bancorp reported it in 16.9% of its complaints.
The CFPB also records whether the company responded on time. Of the 148 gift card complaints without a timely response in 2024–2025, 127 named InComm.
The response type is reported by the company and is not verified by the CFPB. A low share does not show that consumers were not helped, and a high share does not show wrongdoing.
Monetary relief and late responses by company, 2024–2025
| Company | Complaints | Relief | Late |
|---|---|---|---|
| American Express | 867 | 47.9% | 0.1% |
| InComm (Incomm Holdings Inc.) | 421 | 0.0% | 30.2% |
| Blackhawk Network | 103 | 0.0% | 4.9% |
| U.S. Bancorp | 89 | 16.9% | 0.0% |
| Google Compare Credit Cards Inc. | 69 | 0.0% | 13.0% |
| Citibank | 36 | 27.8% | 0.0% |
| Capital One | 18 | 0.0% | 0.0% |
| Block (Cash App) | 16 | 0.0% | 12.5% |
| Newport Intermediate Inc. | 7 | 0.0% | 0.0% |
| Bank of America | 6 | 33.3% | 0.0% |
All 52 companies
| Company | Complaints | Relief | Late |
|---|---|---|---|
| JPMorgan Chase | 6 | 0.0% | 0.0% |
| TD Bank | 6 | 50.0% | 0.0% |
| Klarna AB | 5 | 0.0% | 0.0% |
| PayPal | 5 | 20.0% | 0.0% |
| Wells Fargo | 4 | 25.0% | 0.0% |
| FISERV FINXACT CORE | 3 | 0.0% | 0.0% |
| GOLDMAN SACHS BANK USA | 3 | 0.0% | 0.0% |
| Netspend | 3 | 0.0% | 0.0% |
| Synchrony | 3 | 0.0% | 0.0% |
| Sezzle Inc. | 3 | 0.0% | 33.3% |
| Affirm Holdings, Inc | 2 | 0.0% | 0.0% |
| BARCLAYS BANK DELAWARE | 2 | 0.0% | 0.0% |
| Credit Karma, LLC | 2 | 100.0% | 0.0% |
| GVA Holdings, LLC | 2 | 0.0% | 0.0% |
| ICUL Service Corporation | 2 | 100.0% | 0.0% |
| PNC Bank | 2 | 0.0% | 0.0% |
| Plastyc, Inc. | 2 | 0.0% | 100.0% |
| Avenify Corporation | 1 | 0.0% | 100.0% |
| BANK OF HAWAII CORPORATION | 1 | 0.0% | 0.0% |
| CCF Intermediate Holdings LLC | 1 | 0.0% | 0.0% |
| Comerica | 1 | 100.0% | 0.0% |
| Discover Bank | 1 | 0.0% | 0.0% |
| EQUIFAX, INC. | 1 | 0.0% | 0.0% |
| FIRST HORIZON BANK | 1 | 0.0% | 0.0% |
| FIRST NATIONAL BANK OF OMAHA | 1 | 0.0% | 0.0% |
| FIRST PORTFOLIO SERVICING INC | 1 | 0.0% | 0.0% |
| Fold, Inc. | 1 | 0.0% | 0.0% |
| John C. Heath, Attorney at Law, PLLC | 1 | 0.0% | 0.0% |
| KEYCORP | 1 | 0.0% | 0.0% |
| Kiva Microfunds | 1 | 0.0% | 0.0% |
| LendingPoint Holdings LLC | 1 | 0.0% | 0.0% |
| M&T BANK CORPORATION | 1 | 0.0% | 0.0% |
| MIDFIRST BANK | 1 | 100.0% | 0.0% |
| Meta Payments Inc. | 1 | 0.0% | 0.0% |
| OneMain Finance Corporation | 1 | 0.0% | 0.0% |
| Perpay, Inc. | 1 | 0.0% | 0.0% |
| STATE BANKSHARES, INC. | 1 | 0.0% | 0.0% |
| STATE EMPLOYEES’ CREDIT UNION | 1 | 0.0% | 0.0% |
| SUNCOAST CREDIT UNION | 1 | 0.0% | 0.0% |
| TRANSCARD, LLC | 1 | 0.0% | 0.0% |
| Tesla, Inc. | 1 | 0.0% | 0.0% |
| Zip Co US Inc. | 1 | 0.0% | 0.0% |
Relief: share of a company's complaints closed with monetary relief. Late: share without a timely response.
Download the Data and Cite This Study
Every table as a CSV file and in one Excel workbook, a short PDF summary and every chart as an image, free to reuse with attribution (CC BY 4.0).
- CFPB gift card complaints by company, 2024–2025Every company named in a 2024 or 2025 CFPB gift card complaint, with counts per year, January–September 2026, share of the total, monetary relief, untimely responses and most common issue; raw counts, not adjusted for card volume. · 52 rows · CSV, 5 KB
- CFPB gift card complaints by issue and sub-issue, 2024–2025Complaints per issue and sub-issue as selected by the consumer, with the share of all 2024–2025 gift card complaints and the share closed with monetary relief. · 18 rows · CSV, 2 KB
- CFPB gift card complaints by month, January 2023 to September 2026Monthly gift card complaints with counts for American Express, InComm and Blackhawk Network; the CFPB complaint form changed on August 25, 2023. · 45 rows · CSV, 2 KB
- CFPB gift card complaints by year, 2015 to September 2026Yearly gift card complaints, the most-named company and counts for four companies, with the CFPB form category in use; 2026 covers January through September only. · 12 rows · CSV, 1 KB
- All tables in one Excel workbookOne sheet per table plus an About sheet with sources, method and citation · Excel (.xlsx), 17 KB
- Summary to print or forward (3 pages)Short answer, key figures, main chart, findings, method and citation · PDF, 217 KB
Charts for your story
Gift card complaints by company, 2024–2025
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Gift card complaints by year, 2015 to September 2026
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Gift card complaints by month, January 2023 to September 2026
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Gift card complaints by sub-issue, 2024–2025
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How to cite
Goldberg, L. (2026). Gift Card Complaints to the CFPB — Complaints by Company, Year, Month and Issue (2015–September 2026) [Data set]. Settlement Insight. https://settlementinsight.com/research/gift-card-complaints-by-company
BibTeX
@dataset{goldberg_2026_gift_card_complaints_by_company,
author = {Goldberg, Leonard},
title = {Gift Card Complaints to the CFPB --- Complaints by Company, Year, Month and Issue (2015--September 2026)},
year = {2026},
publisher = {Settlement Insight},
url = {https://settlementinsight.com/research/gift-card-complaints-by-company}
}How We Measured
Checked against published figures
- Prepaid card complaints (all sub-products, incl. gift cards) the CFPB sent to companies in calendar year 2025: published 6,700, our count 6,502 (2.96% apart).CFPB Consumer Response Annual Report, January 1 – December 31, 2025 (section 4.10)
Full method and limits of the data
We kept every complaint the consumer filed as a gift card, using the category of the form in use at the time: "Gift or merchant card" under "Prepaid card" until April 2017, "Gift card" under "Credit card or prepaid card" until August 24, 2023, and "Gift card" under "Prepaid card" since August 25, 2023. Each complaint is assigned to the calendar year in which the CFPB received it. The series covers 2015 through 2025; 2026 is counted through September 30 and shown as a partial year only.
The company ranking uses 2024 and 2025, the two full years under the current form. Companies are counted under the name in the CFPB company field, without merging name variants. Shares divide a company's complaints by all gift card complaints in the same period. The response comparison lists companies with at least 50 complaints in 2024–2025; "late" means the CFPB's timely response field is "No".
To check the data, we compared our count with the CFPB's Consumer Response Annual Report for 2025, which says the CFPB sent approximately 6,700 prepaid card complaints (all sub-products) to companies in 2025. The public database holds 6,502 prepaid card complaints received in 2025, 3.0% fewer. Gift cards make up 12.4% of them.
What this data cannot tell you
- Complaint counts are not adjusted for the number or value of gift cards each company issues or manages, and the CFPB does not publish those figures by company. The database is not a statistical sample of consumers' experiences, and a complaint is an allegation by the consumer, not a finding against the company.
- The database names the company the CFPB sent the complaint to, not the brand on the card or the retailer that sold it. Complaints the CFPB refers to other regulators, such as complaints about depository institutions with less than $10 billion in assets, are not published.
- The complaint form has no category for drained or tampered cards, so the data cannot count card draining on its own. Consumers choose the product and sub-product themselves, and some gift card complaints may be filed under other prepaid or credit card categories.
- The CFPB changed its complaint categories in April 2017 and on August 25, 2023, so counts before and after these dates are not strictly comparable.
- The CFPB publishes complaints with a delay of up to 15 days, and companies can update their responses. Counts for 2026 and the most recent months can still grow, so the partial 2026 figure and its company order are not comparable with full years.
Frequently Asked Questions
Which gift card company has the most complaints?
American Express was named in 867 of the 1,712 gift card complaints the CFPB published for 2024 and 2025, or 50.6%. InComm (421), Blackhawk Network (103) and U.S. Bancorp (89) followed.
How many CFPB complaints are there about American Express gift cards?
The CFPB published 472 gift card complaints about American Express for 2024, 395 for 2025 and 116 for January through September 2026. American Express was the most-named gift card company each year from 2023 to 2025.
Are there CFPB complaints about Vanilla gift cards?
The CFPB database lists the company a complaint was sent to, not the brand on the card. It therefore cannot count complaints about Vanilla cards on their own. Across all gift card brands, InComm was named in 421 gift card complaints in 2024 and 2025 and leads the partial year 2026 with 169.
How many complaints are about drained gift cards?
The CFPB's complaint form has no category for drained cards. The largest group, 1,119 complaints in 2024 and 2025, concerned trouble using the card to spend money, and 112 said the card was charged for a purchase the consumer did not make.
When do most gift card complaints happen?
December or January was the busiest month for gift card complaints in each year from 2023 to 2025. Together, the two months account for 24.4% of 2024–2025 complaints.
Do gift card companies refund consumers who complain?
Companies reported monetary relief in 26.5% of 2024–2025 gift card complaints. American Express reported it in 47.9% of its complaints, while InComm and Blackhawk Network reported it in none.
Sources
- Consumer Complaint Database — Consumer Financial Protection Bureau
- Consumer Response Annual Report, January 1 – December 31, 2025 — Consumer Financial Protection Bureau
Independent analysis. Settlement Insight is not a law firm and not affiliated with any agency named here. Analysis by Leonard Goldberg, Editor. How we work: methodology, our data.
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