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Consumer Complaints and Assistance [En Español]
The OCC's Customer Assistance Group is ready to help customers of national banks with questions or complaints they have about their financial institution. CAG's toll-free lines are open Monday through Friday, 7:00 a.m. to 7:00 p.m., Central Time. You can reach one of OCC's Customer Assistance Specialists by calling: 1-800-613-6743.
Below, you will find a set of questions and answers with information that should
prove useful if you have a problem that requires assistance from the OCC.
The following links can be used to navigate within the contents of this page:
What is the OCC?
What is a national bank?
What Is an Operating Subsidiary (Consumer - Focused) of a National Bank?
The OCC Customer Assistance
Group (CAG)
The OCC's Complaint Process
Contacting a Customer
Assistance Specialist
Filing a Formal Complaint
When you need other help
What is the OCC? |
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The Office of the Comptroller of the Currency (OCC) is a bureau of the United
States Department of the Treasury. The OCC charters, regulates, and supervises about 1,700 national banks and about 50 federal branches of foreign banks in the U.S. (as of March 31, 2008) and their operating subsidiaries to ensure a safe,
sound and competitive national banking system that supports the citizens,
communities and economy of the United States. The OCC also supervises federally
licensed branches and agencies of foreign banks. The national banks fund the
OCC through assessments paid by the banks based on
their assets and fees they pay for special services.
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What Is a National Bank? |
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A national bank is a financial institution chartered by the OCC . National banks can usually be identified because they have the words "national" or "national association" in their titles or the letters N.A. or NT&SA following their titles. National banks represent about 23 percent of all insured commercial banks in the United States, holding 68 percent of the total assets of the banking system.
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What Is an Operating Subsidiary (Consumer-Focused) of a National Bank? |
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National banks conduct some of their banking activities through companies called operating subsidiaries. These subsidiaries are companies that are owned or controlled by a national bank and that, among other things, offer banking products and services to consumers such as loans, mortgages and leases. The OCC supervises and regulates many of these operating subsidiaries and has created a database of the operating subsidiaries that do business directly with consumers. The information provided in the database is self-reported by the national banks annually as of December 31 pursuant to 12 CFR 5.34(e) (6).
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If You Have a Problem With a National Bank or its Operating Subsidiary
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The OCC Customer
Assistance Group (CAG) |
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The OCC Customer Assistance Group was created to answer questions,
offer guidance, and assist consumers in resolving complaints about national
banks and their subsidiaries.
The first step is to try to resolve a complaint directly with your bank or its
operating subsidiary before involving an outside agency. If you are unable to
do so or are uncertain about whether your complaint involves an organization
that the OCC supervises and regulates, the OCC Customer Assistance Group will
try to assist you.
General inquiries about banking laws or practices often can be answered on the
phone or through email by a Customer Assistance Specialist. The specialist may
also be able to suggest other ways for you to try to resolve your problem
directly with the bank or its subsidiary.
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The OCC's Complaint Process |
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When we receive your call about a complaint, a Customer Assistance
Specialist will request certain information from you about the issues. The
specialist will evaluate your information and attempt to resolve your questions
while on the phone. Should the specialist not be able to resolve your complaint
immediately, they may request that you submit a formal written complaint or
inquiry. The specialist will explain the formal complaint process to you,
assign you a case number and explain exactly what information or documents we
need you to provide.
When we receive your written complaint or additional documentation that was
requested by one of our Customer Assistance Specialists, we will send to you an
acknowledgment letter and assign a case number if one was not previously
provided. The specialist will research your complaint and contact the bank for
a response. The OCC will notify you after the bank or subsidiary
responds. The bank or its subsidiary often resolves voluntarily those
complaints caused by bank errors or misunderstandings.
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Filing a Formal Complaint |
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There are two ways you can file a formal written complaint with the OCC about a
national bank or its operating subsidiary. No special form is required but you
may use the Customer Complaint Form provided if you would like. The OCC will
accept either the PDF version the form, or a letter containing the information
listed below.
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PDF |
The OCC complaint form [En Español ] is available for Adobe Acrobat version 5.0 and above. You can complete the form on your computer or print it out and complete the form off-line. Either way, sign and date the completed form and mail or fax it to the address below.
Adobe® Acrobat® ReaderTM software is required to view and print this form. If
Adobe Acrobat is not already installed on your computer, you may download a
free copy by visiting Adobe's website.
Note: Adobe Acrobat will allow you to complete the form on your computer. You
still need to sign and mail the printed form to the Customer Assistance Group
in order for us to assist you.
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Mail |
If you would prefer not to fill out a form, you may mail or fax us a letter. No
special form is required, but your letter should identify the national bank or
subsidiary about which you have the complaint by providing the bank's (or
subsidiary's) full name and address.
Additionally, the following information is required:
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Your complete name and mailing address as used by the bank; |
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Your daytime telephone number; |
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Your account number(s); |
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A detailed explanation of the complaint or inquiry and description of how you
would like the matter resolved; |
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The signature of the account holder, legal guardian, Power of Attorney, or
other person authorized to act for the account holder. If you are not the
account holder, you must include documentation indicating your authority; and |
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Documentation supporting your position. |
Sign and date your letter, and mail or fax it to the address below.
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You may mail or fax the form or a letter to the Customer Assistance Group at
the following address:
Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
FAX: 713-336-4301
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Contacting a
Customer Assistance Specialist |
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You can reach one of the OCC Customer Assistance Specialists by calling our toll free number, 1-800-613-6743, Monday - Friday, 7:00 a.m. to 7:00 p.m., Central Time or by sending an email to Customer.Assistance@occ.treas.gov.
Please be reminded that e-mail is not necessarily secure against interception.
Please do not include sensitive information of a personal or confidential
nature - such as your bank account, credit card, or social security number.
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When You Need Other Help |
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Many complaints stem from factual or contract disputes between the
bank and the customer. Only a court of law can resolve those disputes and award
damages. If your case involves such a dispute, we will suggest that you consult
an attorney for assistance.
The OCC regulates only national banks and their operating subsidiaries, not all
types of financial institutions. If your complaint involves a bank or other
institution not regulated by the OCC, we will refer it to another agency. We
will notify you if we do so. You should not have to resubmit your complaint or
accompanying documentation. However, you may be contacted if the other agency
needs additional information.
Pursuant to Federal law, national banks may have subsidiaries, such as
securities brokers, providers of investment advice, or insurance brokers, that
are regulated by another regulator and not the OCC (such as the SEC, state
insurance or securities regulators, or the Federal Reserve). You can find
out more about these other regulators by contacting them by phone or visiting
these Web sites:
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OCC Customer Assistance
HelpWithMyBank.gov
HelpWithMyBank.gov provides answers and assistance to customers of national banks. The site includes answers to common questions and helps walk people through the process of contacting the OCC for additional assistance. Visit the site.
Video: People Serving People, One Customer at a Time
View the this video to learn more about the OCC Customer Assistance Group.
Contact OCC CAG
- Toll Free: 1-800-613-6743
- E-mail: Customer.Assistance@occ.treas.gov
FAX: 713-336-4301
- Hours: 8 a.m. - 8 p.m., Eastern, Monday-Friday
- Mail: Customer Assistance Group,
1301 McKinney Street, Suite 3450
Houston, TX 77010
Forms
Complaint Form (PDF) En Español (PDF)
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