Complaint Process

The Consumer Assistance Center assists consumers in resolving disputes with credit unions and providing information about federal consumer financial protection and share insurance matters. NCUA’s Consumer Assistance Center is responsible for handling consumer complaints involving federal credit unions with total assets up to $10 billion, and in certain instances, federally insured state-chartered credit unions. Complaints involving matters that do not fall outside of NCUA’s enforcement authority are forwarded to the appropriate federal or state agency for handling.

Before You Submit a Complaint, Here’s What We Need

Collect the information you will need to provide in your complaint:

• Your name, address, email (if you have one) and telephone number.
• The full name and address of the credit union involved in your complaint.
• The names of those you dealt with at the credit union, including dates.
• A copy of any written correspondence you have already had with the credit union regarding the issue at hand and any reply that you received.
• A clear and detailed description of your complaint.
• A brief description of what action you want the credit union to take to resolve the problem.
• Legible copies of supporting documentation (if you have it). Do not send original statements or documents.

Do not include personal or confidential information, such as your social security, credit card, or account numbers. You should delete personal or confidential information from the information you share with NCUA.

Part 715 of the NCUA Rules and Regulation defines a supervisory committee consistent with Section 111(b) of the Federal Credit Union Act, 12 U.S.C. 1786(r):

"The supervisory committee shall be appointed by the board of directors and shall consist of not less than three members nor more than five members, one of whom may be a director other than the compensated officer of the board..."

For some federally-insured, state chartered credit unions (FISCUs), the "audit committee" designated by state statute or regulation is the equivalent of a supervisory committee.

How can a credit union supervisory committee help you with your complaint?

Credit union supervisory committees play an essential role in reviewing members’ complaints. One of their responsibilities is to ensure member concerns and complaints are adequately resolved. They act in an impartial and independent manner to ensure that members are treated fairly. If a complaint identifies a policy or procedure that needs correction, they will often time work the credit union board of directors and credit union management to implement corrective changes.

Federal consumer financial protection laws apply to credit unions. These laws include the Equal Credit Opportunity Act, which requires credit be made available to members without regard to sex, marital status, race, national origin, age, if you receive public assistance, if you exercise your rights under the Consumer Credit Protection Act, or any other prohibited basis. The Equal Credit Opportunity Act (ECOA) prohibits discrimination in any aspect of a credit transaction. It applies to any extension of credit, including extensions of credit to small businesses, corporations, partnerships, and trusts.

The ECOA prohibits discrimination based on:

• Race or color
• Religion
• National origin
• Sex
• Marital status
• Age (provided the applicant has the capacity to contract)
• The applicant’s receipt of income derived from any public assistance program
• The applicant’s exercise, in good faith, of any right under the Consumer Credit Protection Act

The Fair Housing Act (FH Act) prohibits discrimination in all aspects of "residential real-estate related transactions," including but not limited to:

• Making loans to buy, build, repair or improve a dwelling
• Purchasing real estate loans
• Selling, brokering, or appraising residential real estate
• Selling or renting a dwelling

The FH Act prohibits discrimination based on:

• Race or color
• National origin
• Religion of Consumer Financial Protection and Access National Credit Union Administration
• Sex
• Familial status (defined as children under the age of 18 living with a parent or legal custodian, pregnant women, and people securing custody of children under 18)
• Handicap

Disparate Impact

A lender's policies, even when applied equally to all its credit applicants, may have a negative effect on certain applicants. For example, a lender may have a policy of not making single family home loans for less than $60,000. This policy might exclude a high number of applicants who have lower income levels or lower home values than the rest of the applicant pool. That uneven effect of the policy is called disparate impact.

Disparate Treatment

Illegal disparate treatment occurs when a lender bases its lending decision on one or more of the prohibited discriminatory factors covered by the fair lending laws. For example, if lender offers a credit card with a limit of $750 for applicants age 21 through 30 and $1,500 for applicants over age 30. This policy violates the ECOA’s prohibition on discrimination based on age.

Predatory Lending

Fair lending laws also contain provisions to address predatory lending practices. Some examples follow:

• Collateral or equity “stripping”: The practice of making loans that rely on the liquidation value of the borrower's home or other collateral rather than the borrower's ability to repay.
• Inadequate disclosure: The practice of failing to fully disclose or explain the true costs and risks of loan transactions.
• Risky loan terms and structures: The practice of making loans with terms or structures that make it more difficult or impossible for borrowers to reduce their indebtedness.
• Padding or packing: The practice of charging customers unearned, concealed, or unwarranted fees.
• Flipping: The practice of encouraging customers to frequently refinance mortgage loans solely for the purpose of earning loan-related fees.
• Single-premium credit insurance: The requirement to obtain life, disability, or unemployment insurance for which the consumer does not receive a net tangible financial benefit.

NCUA's Authority

Please note, NCUA does not have the authority to resolve every type of problem that may arise with a credit union. We are unable to resolve contract disputes or undocumented factual disputes between a consumer and a credit union. In these cases, we suggest that you contact an attorney. We cannot investigate matters that are the subject of a pending lawsuit or offer legal assistance. NCUA cannot represent consumers in settling claims or recovering damages. NCUA does not own, operate, or control credit unions, nor do we establish their operating policies and procedures. We cannot dictate the range of services they offer and are unable to resolve complaints about customer service or disagreements over specific credit union policies and procedures not addressed by federal law or regulation.

Privacy

The information collected is solicited to provide the NCUA with data that is necessary and useful in reviewing requests received from individuals regarding their interactions with federal and federally insured credit unions. You are not required to give us this information. However, without such information, our ability to complete a review or to provide requested assistance may be hindered. It is intended that the information you provide to us will be used within NCUA and provided to the credit union that is the subject of your complaint or inquiry. As required by law, we may make additional disclosures of such information.

Do not include personal or confidential information such as your social security, credit card, or account numbers when corresponding with the CAC. If it is necessary to supply a document that contains personal or confidential information, the information should be redacted before the document is submitted to the CAC.

What is the Consumer Financial Protection Bureau?

The Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010 (Dodd-Frank Act) established the Consumer Financial Protection Bureau (CFPB). On July 21, 2011, the CFPB took over responsibility for handling certain consumer complaints against the nation's largest financial institutions (total assets more than $10 billion). 

These currently include the following credit unions:

• Alliant Credit Union (Charter #67955)
• America First Credit Union (Charter #24694)
• Boeing Employees Credit Union (Charter #62604)
• First Technology Federal Credit Union (Charter #19976)
• Navy Federal Credit Union (Charter #5536)
• Pentagon Federal Credit Union (Charter #227)
• SchoolsFirst Federal Credit Union (Charter #24212)
• State Employees' Credit Union (NC) (Charter #66310)
• The Golden 1 Credit Union (Charter #61650)

The CFPB also took over supervision of large non-bank entities, such as credit reporting agencies and debt collection companies.

To learn more about the CFPB and its responsibilities, click here.

To file a complaint with the CFPB, click here.

The NCUA Consumer Assistance Center will continue to help consumers find and connect with the proper federal regulator for state and federal credit unions, as well as, other financial institutions they have complaints about.

If you need assistance with filing a complaint, please contact us.

What is the Federal Deposit Insurance Corporation?

The Federal Deposit Insurance Corporation is an independent agency of the United States government that protects the funds depositors place in banks and savings associations. The FDIC also insures deposits in banks and savings associations in the event of bank failure. Although the FDIC is the insurer for all insured depository institutions in the United States, it is the primary federal supervisor only for state-chartered banks and savings institutions that are not members of the Federal Reserve System.

File a complaint with the FDIC.

The NCUA Consumer Assistance Center will continue to help consumers find and connect with the proper federal regulator for state and federal credit unions, as well as, other financial institutions they have complaints about.

If you need assistance with filing a complaint, please contact us.

FDIC Institution Directory

The FDIC also offers a directory of financial institutions that provides the primary regulator and other useful information. Visit the FDIC Institution Directory.

What is the Office of the Comptroller of the Currency?

The Office of the Comptroller of the Currency charters, regulates, and supervises all national banks and federal savings associations as well as federal branches and agencies of foreign banks. The OCC is an independent bureau of the U.S. Department of the Treasury.

OCC’s HelpWithMyBank.gov helps you find answers to your questions regarding national banks and federal savings associations. Check to see if your financial institution is a national bank or federal savings association.

File a complaint with the OCC.

The NCUA Consumer Assistance Center will continue to help consumers find and connect with the proper federal regulator for state and federal credit unions, as well as, other financial institutions they have complaints about.

If you need assistance with filing a complaint, please contact us.

What is the Federal Reserve Board?

The Federal Reserve Board supervises State-chartered banks that are members of the Federal Reserve System. Federal Reserve Consumer Help is a centralized operation of the Federal Reserve System that assists consumers in filing complaints involving financial institutions.

The NCUA Consumer Assistance Center will continue to help consumers find and connect with the proper federal regulator for state and federal credit unions, as well as, other financial institutions they have complaints about.

If you need assistance with filing a complaint, please contact us.

How do I find a state banking regulators

State banks are also supervised by state banking regulators. Visit the Conference of State Bank Supervisors Directory of State Banking Departments to locate the appropriate state banking regulatory department.

The NCUA Consumer Assistance Center will continue to help consumers find and connect with the proper federal regulator for state and federal credit unions, as well as, other financial institutions they have complaints about.

If you need assistance with filing a complaint, please contact us.

NCUA is providing the following Consumer Assistance Center call prompt narrative to assist you with phone inquiries regarding your case.

• Thank you for calling the NCUA Consumer Assistance Center. (English only)
• This call may be recorded for quality assurance. (English only)
• Para continuar este llamada en Espanol, marque nueve. (Spanish only)
• For share insurance or deposit insurance coverage questions, press 1. For closed credit unions, press 2. To speak to an NCUA Consumer Assistance Center representative, press 3.
• Please wait while I transfer your call.
• Your most recent case status is Phase 1, New, Pending Initial Review.
• Your most recent case status is Phase 1, Pending Attempted Resolution.
• Your most recent case status is Phase 2, Open for Investigation.
• Your most recent case status is Phase 2, Pending Investigation.
• Your most recent case status is Closed.
• To repeat this information, press the star key. To speak with an NCUA representative regarding your case, press 1. To end this call, press 2 or, if you are finished, simply hang up.
• Thank you for calling. Goodbye.
• The NCUA representative handling your case is currently unavailable. If you would like to leave a voicemail, press 1. If you would like speak with another representative, please stay on the line.
• Please leave a detailed message after the tone and an NCUA Consumer Assistance Center representative will return your call as soon as possible.
• An NCUA Consumer Assistance Center representative will return your call as soon as possible. Thank you for calling. Goodbye.
• Please enter your case number, without the beginning zeros, followed by the pound sign.
• You did not enter a valid case number. Please try again.
• I did not recognize that case number. Please wait while we transfer your call.
• I could not match your phone number to an existing case. Do you have a case with the NCUA Consumer Assistance Center? Press 1 for yes, or 2 for no.
• You have reached the NCUA Consumer Assistance Center after our business hours. If you would like to leave a voicemail, press 1. Otherwise, please call back during our normal business hours, Monday through Friday, 8 a.m.. to 5 p.m. Eastern. Goodbye.
• You have reached the NCUA Consumer Assistance Center after our business hours, which are Monday through Friday, 8 a.m. to 5 p.m. Eastern. Goodbye.
• We are currently closed for the holiday. If you would like to leave a voicemail, press 1. Otherwise, please call back during our normal business hours, which are Monday through Friday, 8 a.m. to 5 p.m. Eastern. Goodbye.
• We are currently closed for the holiday. Please call back during our normal business hours, which are Monday through Friday, 8 a.m. to 5 p.m. Eastern. Goodbye.
• One moment while we look up your case number.
• All our representatives are busy at this moment. Please leave a detailed message after the tone and an NCUA Consumer Assistance Center representative will return your call as soon as possible.
• We appreciate your patience. Please continue to hold and we will be with you shortly. For answers to frequently asked questions regarding share insurance coverage and consumer protection related matters, please visit our website at mycreditunion.gov.
• Have you attempted to resolve the issue directly with your credit union? If this was not successful, you may file a complaint with the NCUA against your federal credit union by visiting mycreditunion.gov.
• The representative handling your case is currently unavailable. Press 1 If you would like to leave a voicemail, or stay on the line to speak with the next available representative.