The Accounts of the Unbanked and Underbanked

We conducted focus groups with financially underserved Americans to learn more about how they manage their money. We spoke with 36 unbanked and underbanked individuals in Houston, Texas, and Cleveland, Ohio about how they make and receive payments, the challenges they encounter in managing their finances, and how these experiences shape their views of financial service providers. While several participants described negative experiences with bank fees and concerns about security vulnerabilities, they acknowledged that alternative financial service providers were not always adequate substitutes.