A new study has ranked the 10 largest U.S. consumer banks using a composite score that combines customer reviews, app ratings, regulatory complaints and business accreditation. Conducted by the financial help team at Veterans Help, the ranking weighted Trustpilot reviews at 40%, official app store ratings at 30%, Better Business Bureau grades at 15%, and Consumer Financial Protection Bureau complaint volumes relative to each bank’s size at 15%.
Using this methodology, Bank of America ranked as the top consumer bank with a score of 67.9 out of 100, while Wells Fargo placed last with 52.4.
The study also found a stark contrast between customer feedback across platforms. Nine of the 10 banks received just 1.1 to 1.5 stars on Trustpilot, while all earned 4.8 or 4.9 stars on Apple’s App Store, suggesting customers generally rate the banks’ mobile apps highly but remain dissatisfied with their overall banking experience.
Here are the 10 largest U.S. consumer banks ranked by the study:
1. Bank of America
Customer Score: 67.9/100
Bank of America tops the ranking with a customer score of 67.9. It has 1.4 stars on Trustpilot across 3,416 reviews, an A+ rating and accreditation from the Better Business Bureau, and app ratings of 4.8 on the App Store and 4.6 on Google Play. Its 19,458 checking and savings complaints to the Consumer Financial Protection Bureau (CFPB) over three years translate to one of the lowest complaint rates relative to its size.
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2. PNC
Customer Score: 67.4/100
PNC ranks second with a score of 67.4. It has 1.4 stars on Trustpilot, tied for the highest score in the ranking, and an A+ rating from the Better Business Bureau, though it is not accredited. The bank received 4,439 checking and savings complaints to the CFPB over three years—one of the lowest complaint rates relative to its size—and its mobile apps are rated 4.8 on the App Store and 4.5 on Google Play.
3. Chase
Customer Score: 66.9/100
Chase, the largest bank in the United States, ranks third with a score of 66.9. The Better Business Bureau gives it an A+ rating, though it is not accredited, and its BBB profile records the fewest complaints relative to its size among the banks ranked. However, its 1.3-star Trustpilot rating and the highest raw number of CFPB checking and savings complaints—23,976 over three years—lowered its overall score.
4. U.S. Bank
Customer Score: 66.2/100
U.S. Bank scored 66.2, placing fourth. It holds an A+ rating and accreditation from the Better Business Bureau and earned app ratings of 4.8 on the App Store and 4.7 on Google Play. The bank recorded 5,447 checking and savings complaints to the CFPB over three years, while its 1.2-star Trustpilot rating weighed on its final score.
5. Truist
Customer Score: 64.4/100
Truist, formed through the merger of BB&T and SunTrust, ranks fifth with a score of 64.4. The bank has 1.2 stars on Trustpilot across 2,088 reviews but maintains an A+ rating and accreditation from the Better Business Bureau. Its mobile apps each hold 4.8-star ratings, and it received 5,350 checking and savings complaints to the CFPB over three years.
6. Fifth Third Bank
Customer Score: 61.1/100
Fifth Third Bank ranks sixth with a score of 61.1. While its Trustpilot page shows 4.0 stars, Veterans Help considered the listing non-comparable because many positive reviews mention individual branch staff. Instead, the study used the bank’s 1.3-star ConsumerAffairs rating, where 92% of reviews are one star. Fifth Third is BBB accredited but currently unrated and recorded the lowest number of CFPB complaints among the banks ranked.
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7. Citibank
Customer Score: 57.8/100
Citibank placed seventh with a score of 57.8. It shares the lowest Trustpilot rating of 1.1 stars with Wells Fargo and also holds a D- grade from the Better Business Bureau, which does not accredit the bank. On ConsumerAffairs, 95% of reviews are one star, the highest share in the ranking. Citibank’s apps are rated 4.9 on the App Store and 4.8 on Google Play, while it received 9,390 checking and savings complaints to the CFPB over three years for a bank with $1.17 trillion in domestic assets.
8. TD Bank
Customer Score: 57.0/100
TD Bank ranks eighth with a score of 57.0. It has the highest Trustpilot rating among the comparably scored banks at 1.5 stars, though that is based on just 312 reviews. The Better Business Bureau currently lists no rating for TD Bank, stating its file is under review, and the bank is not BBB accredited. Its 4.1 Google Play rating is the lowest in the ranking, and it received 3,468 checking and savings complaints to the CFPB over three years—the third-highest complaint rate after adjusting for bank size.
9. Capital One
Customer Score: 52.5/100
Capital One ranks ninth with a score of 52.5. It holds an A+ rating and accreditation from the Better Business Bureau, and J.D. Power named it the No. 1 national bank in its 2026 U.S. Online Banking Satisfaction Study for the second consecutive year. However, customer reviews tell a different story: the bank has 1.2 stars on Trustpilot across nearly 4,000 reviews, while 89% of ConsumerAffairs reviews are one star. It also recorded 12,933 checking and savings complaints to the CFPB over three years—the highest complaint rate relative to its size among the banks ranked.
10. Wells Fargo
Customer Score: 52.4/100
Wells Fargo, the fourth-largest bank in the United States, ranked last with a score of 52.4. It has 1.1 stars on Trustpilot, tied for the lowest rating in the study, and holds a D- grade from the Better Business Bureau. The BBB revoked the bank’s accreditation in October 2016 during the fake accounts scandal, as CNBC reported at the time, and it remains unaccredited. Its BBB profile shows 6,323 complaints closed over the past three years.