Analysis of Customer Complain
Mohit Prakash
24 February 2018
cc.df<- read.csv("Consumer_complaints.csv", sep = ",")
View(cc.df)summary(cc.df)## Date.received
## 09/08/2017: 3554
## 09/09/2017: 2709
## 01/19/2017: 2070
## 01/20/2017: 1633
## 09/13/2017: 1600
## 09/12/2017: 1229
## (Other) :951347
## Product
## Mortgage :248203
## Debt collection :183508
## Credit reporting :140433
## Credit card : 89191
## Bank account or service : 86206
## Credit reporting, credit repair services, or other personal consumer reports: 84335
## (Other) :132266
## Sub.product
## :235170
## Other mortgage : 86637
## Credit reporting : 82535
## Conventional fixed mortgage : 70617
## Checking account : 69885
## Other (i.e. phone, health club, etc.): 44564
## (Other) :374734
## Issue
## Loan modification,collection,foreclosure:112315
## Incorrect information on credit report :102687
## Loan servicing, payments, escrow account: 77338
## Cont'd attempts collect debt not owed : 60711
## Incorrect information on your report : 44724
## Account opening, closing, or management : 37961
## (Other) :528406
## Sub.issue
## :487387
## Account status : 37057
## Debt is not mine : 36745
## Information is not mine : 32385
## Not given enough info to verify debt: 21821
## Debt was paid : 20279
## (Other) :328468
## Consumer.complaint.narrative
## :719536
## There are many mistakes appear in my report without my understanding. : 177
## Equifax mishandled my information which has led to a breach that puts myself and millions of others at potential risk. I am extremely disappointed with how equifax has handled reporting this breach. Very little was done to notify the public for nearly a month after the breach was detected. I received no email, letter, or phone call and instead had to discover it via social media. : 115
## I am filing this complaint because Experian has ignored my request to provide me with the documents that their company has on file that was used to verify the accounts I disputed. Being that they have gone past the 30 day mark and can not verify these accounts, under Section 611 ( 5 ) ( A ) of the FCRA - they are required to " ... promptly delete all information which can not be verified '' that I have disputed. Please resolve this manner as soon as possible. Thank you. : 103
## I am filing this complaint because TransUnion has ignored my request to provide me with the documents that their company has on file that was used to verify the accounts I disputed. Being that they have gone past the 30 day mark and can not verify these accounts, under Section 611 ( 5 ) ( A ) of the FCRA - they are required to " ... promptly delete all information which can not be verified '' that I have disputed. Please resolve this manner as soon as possible. Thank you. : 50
## This company continues to report on my credit report after I sent them a letter telling them that this account was not mine and I have no idea what it is or who it belongs to! \n\nI asked for proof of a signed contract, I asked for a license to collect in my state, I asked for copies of all information referenced for this debt and still to date, I have not received anything but harassment from this company! \n\nTHIS IS NOT MY DEBT! \n\nI WANT THIS ACCOUNT REMOVED FROM MY CREDIT REPORT AND THIS COMPANY TO STOP CONTACTING ME IMMEDIATELY!: 49
## (Other) :244112
## Company.public.response
## :677327
## Company has responded to the consumer and the CFPB and chooses not to provide a public response:171839
## Company chooses not to provide a public response : 52473
## Company believes it acted appropriately as authorized by contract or law : 44831
## Company believes the complaint is the result of a misunderstanding : 4209
## Company disputes the facts presented in the complaint : 3879
## (Other) : 9584
## Company State
## EQUIFAX, INC. : 77328 CA :135855
## BANK OF AMERICA, NATIONAL ASSOCIATION : 72474 FL : 91760
## Experian Information Solutions Inc. : 65692 TX : 77636
## WELLS FARGO & COMPANY : 60286 NY : 64740
## TRANSUNION INTERMEDIATE HOLDINGS, INC.: 59574 GA : 48130
## JPMORGAN CHASE & CO. : 49286 NJ : 37075
## (Other) :579502 (Other):508946
## ZIP.code Tags
## : 14853 :830288
## 300XX : 4948 Older American : 67281
## 770XX : 3797 Older American, Servicemember: 10654
## 750XX : 3342 Servicemember : 55919
## 606XX : 3134
## 331XX : 2894
## (Other):931174
## Consumer.consent.provided. Submitted.via
## : 21020 Email : 356
## Consent not provided:180282 Fax : 13320
## Consent provided :244606 Phone : 61092
## Consent withdrawn : 800 Postal mail: 57164
## N/A :504194 Referral :147107
## Other : 13240 Web :685103
##
## Date.sent.to.company Company.response.to.consumer
## 09/08/2017: 3389 Closed with explanation :734301
## 09/09/2017: 2656 Closed with non-monetary relief:115228
## 01/19/2017: 1613 Closed with monetary relief : 59744
## 09/13/2017: 1535 Closed without relief : 17868
## 01/20/2017: 1467 Closed : 17611
## 09/14/2017: 1265 In progress : 9218
## (Other) :952217 (Other) : 10172
## Timely.response. Consumer.disputed. Complaint.ID
## No : 26759 N/A:195566 Min. : 1
## Yes:937383 No :620198 1st Qu.: 848424
## Yes:148378 Median :1645000
## Mean :1571455
## 3rd Qu.:2335337
## Max. :2812692
## mytable<- table(cc.df$Submitted.via)
addmargins(mytable)##
## Email Fax Phone Postal mail Referral Web
## 356 13320 61092 57164 147107 685103
## Sum
## 964142mytable1<- table(cc.df$Consumer.disputed.)
addmargins(mytable1)##
## N/A No Yes Sum
## 195566 620198 148378 964142mytable2<- table(cc.df$Product)
addmargins(mytable2)##
## Bank account or service
## 86206
## Checking or savings account
## 14513
## Consumer Loan
## 31607
## Credit card
## 89191
## Credit card or prepaid card
## 17485
## Credit reporting
## 140433
## Credit reporting, credit repair services, or other personal consumer reports
## 84335
## Debt collection
## 183508
## Money transfer, virtual currency, or money service
## 4426
## Money transfers
## 5354
## Mortgage
## 248203
## Other financial service
## 1060
## Payday loan
## 5546
## Payday loan, title loan, or personal loan
## 3343
## Prepaid card
## 3819
## Student loan
## 40787
## Vehicle loan or lease
## 4308
## Virtual currency
## 18
## Sum
## 964142mytable3<- table(cc.df$Company.response.to.consumer)
addmargins(mytable3)##
## Closed Closed with explanation
## 17611 734301
## Closed with monetary relief Closed with non-monetary relief
## 59744 115228
## Closed with relief Closed without relief
## 5304 17868
## In progress Untimely response
## 9218 4868
## Sum
## 964142mytable4<- table(cc.df$Timely.response.)
addmargins(mytable4)##
## No Yes Sum
## 26759 937383 964142mytable5<- table(cc.df$Timely.response.,cc.df$Consumer.disputed.)
addmargins(mytable5)##
## N/A No Yes Sum
## No 5140 19049 2570 26759
## Yes 190426 601149 145808 937383
## Sum 195566 620198 148378 964142plot(cc.df$Timely.response.,
main="Timely response of the complain")
plot(cc.df$Product,
main="Main products of the complain")
plot(cc.df$Consumer.consent.provided.,
main="Whether consent was provided or not")
plot(cc.df$Submitted.via,
main="How was the complain submitted",
xlab="Differnt ways of submiting the complain")
plot(cc.df$Consumer.disputed.,
main="Whether there was a dispute between the company and customer")
table6<-table(cc.df$Submitted.via, cc.df$Timely.response.)
addmargins(table6)##
## No Yes Sum
## Email 10 346 356
## Fax 406 12914 13320
## Phone 1905 59187 61092
## Postal mail 1074 56090 57164
## Referral 2982 144125 147107
## Web 20382 664721 685103
## Sum 26759 937383 964142```