Consumer Complaints - English

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. The 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 the
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 acknowledgment and additional
information from the NCUA’s Consumer Assistance Center.

Before You Submit a Complaint, Here’s What We Need:
• 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
Centereither 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
anacknowledgment that includes a case number. Thereafter, we will determine whether your complaint involves
matters within the 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
protectionregulation that the 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 60-day 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:
• The Consumer Assistance Center does not receive any written response about your complaint from the credit
unionwithin the 60-day time period;
• The credit union notifies the Consumer Assistance Center in writing that it has been unable to resolve your
complaint;or
• You dispute the credit union’s assertion that your complaint has been resolved by contacting the
ConsumerAssistance 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.3133-0200

NCUA

CONSUMER ASSISTANCE FORM

National Credit Union Administration

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: 

  Mr. 

2. CREDIT UNION INFORMATION

  Mrs. 

  Ms.

*Credit Union Name:

*First Name:
*Last Name:

Phone:

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

*Zipcode:
*Preferred Language: 

  English 

*Contact Preference: 

  Mail 

 Spanish
  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 

First Name:

  Legal Representative
Last Name:

Address:
City:

State:

Zipcode:

Phone:

Email:
Consumer Assistance Form – 12009

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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

  Mortgage/Home Loan

  Consumer Lease

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

Consumer Assistance Form – 12009

  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? 
*Please describe the nature of your complaint:

 Yes 

  No
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?

Consumer Assistance Form – 12009

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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 Notice
This form is authorized by law and is voluntary. Public reporting burden for this information collection is estimated to average 10 minutes per
response. Send comments regarding this burden estimate or any other aspect of this information collection, including suggestions for reducing this
burden, to Paperwork Reduction Act Officer, National Credit Union Administration, 1776 Duke Street, Alexandria, VA 22314; and to the Office of
Management and Budget, Paperwork Reduction Project (7100-0181), Washington, DC 20503.

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:
• We suggest you keep a copy of your completed form for your records. Once we receive your form, we will
provideyou 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
NCUAConsumer 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.

Consumer Assistance Form – 12009

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