Office of the Comptroller of the Currency (OCC)
Consumer Complaints and Assistance
The OCC's Customer Assistance Group (CAG) helps
customers of national banks with questions or complaints they have
about their financial institution. CAG's toll-free lines are open
Monday through Thursday, 9 a.m. to 4 p.m., Central Time, and on
Friday, from 9 a.m. to 3 p.m., Central Time. You can reach one
of OCC's Customer Assistance Specialists by calling: 1-800-613-6743.
Further information about the complaint process is explained below.
What is the OCC?
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 over 2,500 national banks 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.
What Is a National Bank?
A national bank is a financial institution chartered by the Office
of the Comptroller of the Currency. 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 28 percent
of all insured commercial banks in the United States, holding 57
percent of the total assets of the banking system.
What Is an Operating Subsidiary of a National Bank?
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 Office of the Comptroller
of the Currency supervises and regulates many of these operating
subsidiaries.
The OCC Customer Assistance Group (CAG)
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.
The OCC's Complaint Process
When they 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 they receive your written complaint or additional documentation
that was requested by one of their Customer Assistance Specialists,
they 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.
Filing a Formal Complaint
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. If you choose to use the form, select either
the Word or PDF version, print, and complete. 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
Your letter or fax 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:
- Your complete name and mailing address as used by the bank
- Your daytime telephone number
- Your account number(s)
- A detailed explanation of the complaint or
inquiry and description of how you would like the matter resolved
- 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
- Documentation
supporting your position
Contacting a Customer Assistance Specialist
You can reach one of the OCC Customer Assistance
Specialists by calling toll free, 1-800-613-6743, Monday
- Thursday, 9:00a.m. to 4:00p.m., Central Time, and on Friday,
from 9 a.m. to 3 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.
For further information, visit OCC's
website.
The information provided in this website is
not legal advice and should not be interpreted as legal advice.
This website is intended to provide a basic understanding of this
information in summary form. This information may not be comprehensive,
is subject to change, and may not apply to all individual circumstances.
Any information received here should be confirmed with the appropriate
government agencies or with an attorney, particularly as it relates
to your individual circumstances. Your use of this website indicates
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