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National Credit Union Administration (NCUA)
Consumer Complaints and Assistance
The National Credit Union Administration (NCUA) is the independent
agency that charters, regulates, examines and supervises federal
credit unions. Your complaint will
be handled by a member of the regional staff in your area.
Before contacting NCUA, you should contact your credit
union to attempt to correct the problem. You can do this over the
phone, in person or in writing. If you believe the credit union's
staff is unresponsive to your inquiry or complaint, address your
concerns in writing to the president or chief executive officer
of the credit union.
If you are unsuccessful in resolving your complaint directly with
the credit union, you may file a formal complaint with NCUA.
NCUA enforces the following laws in federal credit unions:
- The Equal Credit Opportunity
Act, implemented by the Federal Reserve
Board's Regulation B. This law prohibits discrimination in credit
granting based on the applicant's race, color, religion, national
origin, sex, marital status or age (provided the applicant has
the capacity to contract). It also prohibits discrimination against
an applicant because all of his or her income derives from a public
assistance program or because the applicant has in good faith exercised
any right under the Consumer Credit Protection Act. In addition,
the law requires creditors to notify applicants of action taken
on their applications and to report credit history in the names
of both spouses on an account.
- The Electronic
Funds Transfer Act, implemented by the Federal
Reserve Board's Regulation E. This law establishes the basic
rights, liabilities and responsibilities of consumers who use
electronic fund transfer services and of financial institutions
offering these services.
- The Expedited
Funds Availability Act, implemented by the Federal
Reserve Board's Regulation CC. This law establishes rules and
timeframes for financial institutions to make deposits available
for withdrawal. The law also requires each financial institution
to disclose its funds availability policies to customers or members
when they open their account.
- The Truth
in Lending Act, implemented by the Federal Reserve
Board's Regulation Z. This law promotes the informed use of consumer
credit by requiring disclosures about its terms and costs. The
regulation also gives consumers the right to cancel credit transactions
secured by a lien on a consumer's principal dwelling, regulates
certain credit card practices and provides a means for fair and
timely resolution of credit billing disputes.
- The Truth
In Savings Act, which requires financial institutions
to disclose fees, dividend rates and other terms concerning accounts
to members or potential members before they open their share
accounts.
- Part
706 of the National Credit Union Administration's Rules and
Regulations. This law prohibits a number of unfair credit
practices, including the pyramiding of late charges, and requires
a notice of disclosure to cosigners before they become obligated
on a loan.
- The Fair
Credit Reporting Act. This law primarily governs credit-reporting
agencies, whose regulator is the Federal Trade Commission. However,
the law requires credit unions and other creditors to: (1) notify
consumers when they take adverse action on the basis of information
in consumer reports; and (2) supply customers with the name and
address of the consumer-reporting agency used.
- Part
716 of the National Credit Union Administration's Rules and
Regulations. This law: (1) requires a credit union to provide
notice to members about its privacy policies and practices; (2)
describes the conditions under which a credit union may disclose
nonpublic personal information about consumers to nonaffiliated
third parties; and (3) provides a method for consumers to prevent
a credit union from disclosing that information to most nonaffiliated
third parties by "opting out" of that disclosure.
NCUA cannot represent consumers in settling claims or recovering
damages. However, if your complaint brings a violation to its
attention, NCUA will take steps to ensure the federal credit
union complies with applicable laws and regulations.
As a regulator, NCUA does not own, operate or control credit unions,
nor does it establish their operating policies and procedures.
It does not have the authority to overturn individual lending decisions
made by credit unions. It also cannot dictate the range of services
they offer. NCUA cannot offer legal or accounting assistance.
Complaints caused by error or misunderstanding are often resolved
voluntarily by the credit union. However, many complaints stem
from factual or contractual disputes between the federal credit
union and the member. If you and the credit union are unable to
reach a mutually agreeable settlement in such a situation, only
a court of law can impose a remedy and award damages. You should
consult an attorney for guidance if you want to consider pursuing
a legal remedy.
How to File a Complaint
You may file a formal complaint by sending NCUA a letter -- no
special form is required -- to the NCUA regional office for your
state (listed below).
Your letter, fax or email should identify the full name and address
of the credit union, explain your problem clearly and briefly and
state what action you want the credit union to take to resolve
the problem. If you send documentation supporting your complaint,
use legible photocopies. Do not send your original statements
or other documents. If you have already communicated with the federal
credit union in writing, enclose a copy of the correspondence along
with the reply you received. Be sure to include your name and postal
address in the letter, fax or email.
Once NCUA receives your written complaint, it will acknowledge
its receipt, log it into NCUA's records and ask the credit union's
supervisory committee to conduct an investigation. NCUA asks the
supervisory committee to reply directly to you, or delegate staff
to reply, with a copy to NCUA. The process generally takes from
two to six weeks. Depending on the credit union's response or the
type of complaint, NCUA may take additional steps or use a different
approach. If so, you will be notified in writing.
NCUA Regional Offices
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REGION I - ALBANY
9 Washington Square
Washington Avenue Extension
Albany, NY 12205
Tel: (518) 862-7400
Fax: (703) 518-6673
Fax: (518) 862-7420
Email: region1@ncua.gov
(Connecticut, Maine, Massachusetts, Michigan, New Hampshire,
New York, Rhode Island and Vermont)
REGION II - CAPITAL
1775 Duke Street, Suite 4206
Alexandria, VA 22314-3437
Tel: (703) 519-4600
Fax: (703) 518-6674
Fax: (703) 519-4620
Email: region2@ncua.gov
(Delaware, District of Columbia, Maryland, New Jersey, Pennsylvania,
Virginia and West Virginia)
REGION III - ATLANTA
7000 Central Parkway, Suite 1600
Atlanta, GA 30328
Tel: (678) 443-3000
Fax: (703) 518-6675
Fax: (678) 443-3020
Email: region3@ncua.gov
(Alabama, Florida, Georgia, Indiana, Kentucky, Mississippi,
North Carolina, Ohio, Puerto Rico, South Carolina, Tennessee,
U.S. Virgin Islands)
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REGION IV - AUSTIN
4807 Spicewood Springs Road,
Suite 5200
Austin, TX 78759-8490
Tel: (512) 342-5600
Fax:
(703) 518-6677
Fax: (512) 342-5620
Email:
region4@ncua.gov
(Arkansas, Illinois, Iowa, Kansas, Louisiana, Minnesota, Missouri,
Nebraska, North Dakota, Oklahoma, South Dakota, Texas and Wisconsin)
REGION V - TEMPE
1230 W. Washington Street, Suite 301
Tempe, AZ 85281
Tel: 602-302-6000
Fax:
(703) 518-6678
Fax: 602-302-6024
Email: region5@ncua.gov
(Alaska, Arizona, California, Colorado, Guam, Hawaii, Idaho,
Montana, Nevada, New Mexico, Oregon, Utah, Washington, Wyoming) |
For further information, visit NCUA'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
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