Make copies of any documents you plan to share with the bank – don’t give up your originals.
Before you call, organize your information so you can refer to it quickly if asked. Have a piece of paper and pen or pencil handy as well, so you can take down information such as the date and time of the call and the name of the person you spoke to. If the first person you talk to claims they can’t help you or that the bank did not handle your situation incorrectly, don’t be afraid to ask to speak to their supervisor. Keep moving up the chain, if necessary, until you’re satisfied that you’ve gotten all you possibly can out of the bank.
{If you’re meeting someone face to face, remain calm and respectful. Even if you’re angry about the situation, you likely won’t get the bank to do what you want by making a scene in front of other customers.
If you need some help, you can use the sample complaint letter at https://www. usa. gov/complaint-letter to help you formulate your letter. If you’re not sure where to mail your complaint, look for a contact page on the bank’s website. There should be an address listed for complaints or customer service issues. Make a copy of your letter for your records after you’ve printed and signed it. Mail your letter using certified mail with return receipt requested so you’ll know when the bank receives your letter.
Make copies of any documents you plan to send to the regulatory agency. Don’t send originals, because they may not be returned.
Make sure you have all the information and documents you need handy before you begin filling out the online complaint form. You only have 30 minutes to complete it or your session will time out and you’ll have to start over. If you don’t feel comfortable submitting your complaint online or need more time to complete the form, you can print off a copy, complete it, and mail it to Comptroller of the Currency, Customer Assistance Group, 1301 McKinney Street, Suite 3450, Houston, TX 77010.
If you need to submit copies of supporting documents, mail those documents to FDIC Consumer Response Center, 1100 Walnut St. , Box #11, Kansas City, MO 64106. You can also fax supporting documents to 703-812-1020. If you don’t feel comfortable submitting the form online, you can print it off and mail it to the same address. You can also write a letter to the FDIC describing your problem, as long as it includes all the same information that you would have put on the form.
The NCUA will forward your complaint to the credit union for review and attempt to resolve your complaint. If the situation is not resolved within 60 days, the NCUA will begin a formal investigation. If you’re mailing your complaint form, send it to National Credit Union Administration, Consumer Assistance Center, 1775 Duke St. , Alexandria, VA 22314-3418.
To access the online complaint form, go to https://forms. federalreserveconsumerhelp. gov/secure/complaint/complaintType. You can submit your complaint directly online or download a version of the same form that you can print and mail to the Federal Reserve. If you’ve filled out a paper form, mail it to Federal Reserve Consumer Help, PO Box 1200, Minneapolis, MN 55480. You can also fax your completed form to 877-888-2520.
When you file your complaint online, you can attach documents that support your complaint. If you have paper documents, scan them so that you can upload them with your complaint.
If you’re interested in learning more about the subject of your complaint or your rights under federal law, click the “Consumer Tools” tab on the website’s homepage. If you just want to go straight to filing your complaint, click the blue link in the top-right corner of the homepage that says “Submit a Complaint. "
If the issue you’re having doesn’t clearly relate to any of the categories listed, the CFPB cannot help you with your complaint. When you file your complaint, you’ll create an account at the CFPB website. You can log in to this account again if you have a different complaint in the future. You can also use this account to monitor the status of your complaint after you submit it.
If the CFPB determines another agency would be better able to handle your complaint, it will forward the information to that agency. You’ll get an email letting you know that the other agency is now handling your complaint.
You have 60 days from the date the bank responds to provide feedback, so you don’t have to do it immediately. If the bank has promised to return money to you, wait until you have the money before you submit feedback.
