CAC Consumer Complaints

National Credit Union Administration
Consumer Assistance Center
1775 Duke St., Alexandria, VA 22314-3418
Fax: 703-518-6682
Consumer Website: www.MyCreditUnion.gov

Questions? Call us at 800-755-1030
How We Can Help - Complaints
The Consumer Assistance Center assists consumers in resolving disputes with credit unions and providing information about
federal financial consumer protection and share insurance matters. NCUA’s Consumer Assistance Center is responsible for
addressing 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 within NCUA’s purview are
forwarded to either the appropriate state supervisory authority or federal regulator for disposition.

How Do I Resolve a Complaint Against My Credit Union?
If you have a complaint, first, try to resolve the problem directly with your credit union. This may involve contacting the credit
union's customer service department, senior credit union management, or supervisory committee. If you cannot resolve the
issue with your credit union, you can contact the NCUA for help by completing the NCUA Consumer Assistance Form below.
If your complaint involves more than one issue or credit union, you will need to submit a separate complaint form for each.
Once the form has been received you will receive an acknowledgement and additional information from NCUA’s Consumer
Assistance Center.

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

A completed Consumer Assistance Form. Please type or print clearly in ink. Mail or fax the completed form and a
COPY of all documentation to: National Credit Union Administration, Consumer Assistance Center, 1775 Duke St.,
Alexandria, VA 22314-3418; or Fax to 703-518-6682.
Copies of any written correspondence between you and the credit union regarding your complaint issue, as well as
any 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.

NCUA Consumer Assistance Center Complaint Process
1. File a complaint: The complaint process begins when you submit a written complaint to the Consumer Assistance Center
either online at www.MyCreditUnion.gov or by mail or fax.
2. Consumer Assistance Center Review: Upon receiving your complaint the Consumer Assistance Center will send you an
acknowledgment that includes a case number. Thereafter, we will determine whether your complaint involves matters
within NCUA’s enforcement authority. If your complaint falls outside of our authority, we will notify you that your case
has been referred to the appropriate federal or state regulator for handling.
3. Forwarded to Credit Union for Attempted Resolution: If your complaint involves a federal financial consumer protection
regulation that NCUA enforces, we will forward it and any documents to the credit union for its review. The credit union
may attempt to resolve your complaint within 60 calendar days of receiving your complaint. In the event that the matter
is resolved and the credit union confirms this in writing to both you and the Consumer Assistance Center within the 60day time period, the Consumer Assistance Center will close your case.
4. Consumer Assistance Center Investigation: We may begin a formal investigation of the matter, if:
x The Consumer Assistance Center does not receive any written response about your complaint from the credit union
within the 60-day time period;
x The credit union notifies the Consumer Assistance Center in writing that it has been unable to resolve your complaint;
or
x You dispute the credit union’s assertion that your complaint has been resolved by contacting the Consumer
Assistance Center in writing within 30 calendar days of the date of the credit union's response letter to you.

- DO NOT SUBMIT THIS PAGE WITH YOUR COMPLAINT -

OMB No. 3133-XXXX

CONSUMER ASSISTANCE FORM
Please type or print clearly in ink below. Mail or Fax this form and a COPY of all documentation to:
National Credit Union Administration
Consumer Assistance Center
1775 Duke St., Alexandria, VA 22314-3418
Fax: 703-518-6682

* Required information for processing your complaint
1. YOUR INFORMATION
Salutation: տ Mr. տ Mrs. տ Ms.

2. CREDIT UNION INFORMATION
*Credit Union Name:

*First Name:
Phone:

*Last Name:
Email:

*Address:

*Daytime Phone:
*Address:

*City:
*State:

*City:

*Zip Code:

*State:

*Have you contacted the credit union regarding
your complaint? ‫ ܆‬Yes ‫ ܆‬No If Yes, list names/dates:

*Zip Code:
*Preferred Language: ‫ ܆‬English ‫ ܆‬Spanish
*Contact Preference: ‫ ܆‬Mail ‫ ܆‬Email

3. REPRESENTATIVE INFORMATION
*Do you want us to communicate with an attorney or other legal representative, regarding this complaint?
‫ ܆‬Yes ‫ ܆‬No

If you checked ‘No’, skip to Section 4.

By checking ‘Yes’, you authorize the NCUA Consumer Assistance Center to communicate with your attorney or legal representative
on your behalf regarding this complaint.

Representative Type: ‫ ܆‬Attorney ‫ ܆‬Legal Representative
First Name:

Last Name:

Address:
City:

State:

Zip Code:

Phone:

Email:

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* Required information for processing your complaint
4. SERVICEMEMBER INFORMATION
*Is this complaint for a servicemember, or dependent or spouse of a servicemember?
‫ ܆‬Yes ‫ ܆‬No

If you checked ‘No’, skip to Section 5.

If yes, select one: ‫ ܆‬I am a servicemember ‫ ܆‬I am a dependent or spouse of a servicemember
What is the servicemember’s status?
‫ ܆‬Active ‫ ܆‬Retired ‫ ܆‬Veteran ‫ ܆‬Reserve ‫ ܆‬National Guard ‫ ܆‬Unknown
What is the servicemember’s branch of service?
‫ ܆‬Army ‫ ܆‬Navy ‫ ܆‬Marines ‫ ܆‬Air Force ‫ ܆‬Coast Guard ‫ ܆‬USPHS ‫ ܆‬NOAA ‫ ܆‬Unknown
What is the servicemember’s rank?
‫ ܆‬E1-E4 ‫ ܆‬E5-E7 ‫ ܆‬E8-E9 ‫ ܆‬O1-O3 ‫ ܆‬O4-O6 ‫ ܆‬O7-O10 ‫ ܆‬W1-CW5 ‫ ܆‬Unknown

5. *YOUR COMPLAINT IS ABOUT WHICH TYPE OF ACCOUNT OR LOAN TYPE?

Select only one.

‫ ܆‬Savings/Share Account

‫ ܆‬ATM/Debit Card

‫ ܆‬Credit Card

‫ ܆‬Checking/Share Draft Account

‫ ܆‬Car/Auto Loan

‫ ܆‬Consumer Loan

‫ ܆‬Money Market Account

‫ ܆‬Student Loan

‫ ܆‬Payday/Title Loan

‫ ܆‬Certificate of Deposit/Share Certificate ‫ ܆‬Home Equity Loan/Line of Credit

‫ ܆‬Overdraft Loan

‫ ܆‬Retirement Account, e.g., IRA, Keogh

‫ ܆‬Consumer Lease

‫ ܆‬Mortgage/Home Loan

6. *WHAT IS YOUR PROBLEM OR PRIMARY ISSUE?

Select only one.

If your complaint involves more than one issue, you will need to submit a separate complaint form for each.
‫ ܆‬Account Opening

‫ ܆‬Overdraft Opt-In

‫ ܆‬Unauthorized Charge/Transfer

‫ ܆‬Account Disclosures

‫ ܆‬Funds Availability

‫ ܆‬Credit Report/Credit Score

‫ ܆‬Opening/Closing Fees

‫ ܆‬Frozen Account

‫ ܆‬Loan Denial

‫ ܆‬Dormant Account Fees

‫ ܆‬Removal of funds from account
by credit union

‫ ܆‬Credit Limit

‫ ܆‬Overdraft Fees
‫ ܆‬Checking/Share Draft Fees
‫ ܆‬Receipt of Account Statement
‫ ܆‬Wire or Money Transfer/Remittance

‫ ܆‬Garnishment
‫ ܆‬Debt Collection
‫ ܆‬Release of Title

‫ ܆‬Appraisal-Related Issue
‫ ܆‬Identity Theft
‫ ܆‬Credit Union Membership
‫ ܆‬Credit Union Governance

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* Required information for processing your complaint
7. COMPLAINT INFORMATION
Please be advised that the issues described in this complaint and any attachments will be shared with the credit union
for its response.
*Is your complaint the subject of pending litigation? ‫܆‬Yes ‫܆‬No
*Please describe the nature of your complaint:

Please list events in
the order they
occurred. Include
full names, dates,
and a description of
the problem with
the amount(s) and
date(s) of any
transaction(s).
Do not include
personal or
confidential
information, such as
your social security,
credit card, or
account numbers.
Be as brief and
complete as possible
to make the
explanation clear.
Attach additional
pages if needed. If
possible, type the
additional pages and
use letter size paper
(8 ½ x 11”) for all
attachments.
Please attach
COPIES of your
statements,
cancelled checks,
correspondence, or
other documents
that will help us
review your
complaint.
Always send copies.
Do not send original
documents.

*What is your desired resolution?

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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 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.
Paperwork Reduction Act Statement
The estimated average public reporting burden associated with this information collection is 10 minutes per response. Comments concerning the
accuracy of this burden estimate and or any other aspect of this information collection, including suggestions for reducing this burden should be
address to the National Credit Union Administration, ATTN: PRA Clearance Officer, 1775 Duke Street, Alexandria, Virginia 22314. An agency may not
conduct or sponsor, and a person is not required to respond to, an information collection unless it displays a valid OMB control number.

In submitting this form, you agree the information provided is true to the best of your knowledge and
belief. I authorize NCUA to send the information submitted to the institution identified above. I
understand that NCUA cannot act as my lawyer, a court of law, or a financial advisor.

* Signature ___________________________________________________________ Date _______________________

Please note:
x

x
x
x

We suggest you keep a copy of your completed form for your records. Once we receive your form, we will provide
you with a case number. Keep this number for future contact with NCUA’s Consumer Assistance Center.
The attempted resolution and/or investigation of your complaint may take several months.
You may check the status of your complaint online at www.MyCreditUnion.gov or by contacting the NCUA
Consumer Assistance Center at 800-755-1030, Monday-Friday 8 AM to 5 PM ET.
A complaint to the Consumer Assistance Center is not a substitute for pursuing private legal remedies.

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