Consumer Complaints

Federal Credit Union Complaints

The National Credit Union Administration (NCUA) is the independent agency that charters, regulates, examines and supervises federal credit unions. NCUA is governed by a three-member board housed with central office staff in Alexandria, Va. Examiners are based in five regional offices across the country. Your complaint will be handled by a member of the regional staff in your area.

We recommend that before you contact us, you contact the 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.

We enforce 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 our attention, we 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 do we establish their operating policies and procedures. We do not have the authority to overturn individual lending decisions made by credit unions. We 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. We recommend you consult an attorney for guidance if you want to consider pursuing a legal remedy.

You may file a formal complaint by sending us 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 us 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, we will acknowledge its receipt, log it into our records and ask the credit union's supervisory committee to conduct an investigation. We ask the supervisory committee to reply directly to you, or delegate staff to reply, and send a copy to us. The process generally takes from two to six weeks. Depending on the credit union's response or the type of complaint, we may take additional steps or use a different approach. If we do, we will notify you in writing.

Please choose the state below in which your credit union is located.