WASHINGTON – The Office
of the Comptroller of the Currency announced today that it is publishing
Spanish-language materials explaining the agency’s consumer assistance
programs.
The
new brochure presents information about how the agency can answer questions,
offer guidance, and help resolve complaints about national banks and their
subsidiaries.
The
first step, according to the brochure, is to try to resolve a complaint with
the bank or its subsidiary before contacting regulatory agencies. If the issue cannot be resolved directly or
if the customer is unsure whether a complaint involves an OCC-regulated
organization, Spanish-speaking Customer Assistance Specialists are available to
help.
General
inquiries about banking laws or practices often can be answered by phone or
email. Individual complaints usually
require additional information from the bank customer and the institution. If the issue cannot be resolved during the
call, individuals may submit a formal written complaint or inquiry. The
OCC specialist will explain the process, assign a case number and list what
information should be provided.
The OCC regulates only national banks
and their operating subsidiaries, not all types of financial institutions. If
an issue involves a bank or institution not regulated by the OCC, it will be
referred to the appropriate agency and the customer will be notified. Some complaints stem from factual or contract
disputes between customers and their banks. Only a court of law can resolve
those disputes and award damages.
National bank customers can reach the OCC Customer Assistance Group by calling
1-800-613-6743, Monday - Thursday, 9:00 a.m. to 4:00 p.m., Central Time, and on Friday, from 9 a.m. to 3 p.m. or by email to Customer.Assistance@occ.treas.gov.
To download the brochure, visit http://www.occ.gov/Spanish/customer_spanish.pdf. For more information in English visit http://www.occ.gov.
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The Office of the
Comptroller of the Currency was created by Congress to charter national banks,
to oversee a nationwide system of banking institutions, and to assure that
national banks are safe and sound, competitive and profitable, and capable of
serving in the best possible manner the banking needs of their customers.