1) What you can expect from us • We will confirm receipt of your complaint. What to do if you have a question or complaint about a national bank • We will assign you a unique case number. If you have a question or concern about your national bank, follow these steps: 1. Contact your bank directly first. Banks are best equipped to resolve your concerns. • We will contact your bank on your behalf for a response. We will forward your complaint to the proper authority, if your financial institution is not a national bank. 2. Check “Get Answers” at HelpWithMyBank.gov which answers the most common questions asked by national bank customers. • We will send you a letter summarizing the results. 3. Contact the OCC by: • Web HelpWithMyBank.gov OCC Customer Assistance Group 1301 McKinney Street, Suite 3450 Houston, Texas 77010-9050 Web HelpWithMyBank.gov Phone 800-613-6743 For more about the OCC, visit occ.gov 2009 • Fax 713-336-4301 • Mail Office of the Comptroller of the Currency Customer Assistance Group (CAG) 1301 McKinney Street, Suite 3450 Houston, Texas 77010-9050 • Toll-free phone 800-613-6743 Monday–Friday 8 a.m. to 8 p.m. (ET)
2) Office of the Comptroller of the Currency The Office of the Comptroller of the Currency (OCC) exists to: • Ensure the safety and soundness of the national banking system. • Foster competition by allowing banks to offer new products and services. • Improve the efficiency and effectiveness of OCC supervision, for example, by reducing regulatory burden. • Ensure fair and equal access to financial services for all Americans. As part of this mission, the OCC also assists customers of national banks and operating subsidiaries with questions and concerns about their banks. Office of the Ombudsman Customer Assistance Group HelpWithMyBank.gov OCC’s Office of the Ombudsman serves three important functions: The OCC Customer Assistance Group (CAG) helps customers resolve issues with national banks and their operating subsidiaries. Trained professionals answer questions and provide informal guidance. HelpWithMyBank.gov provides answers to common questions drawn from thousands of calls made to the OCC Customer Assistance Group each year. • Administers the National Bank Appeals Process. • Conducts the Bank Examination Questionnaire. • Operates the Customer Assistance Group. The Office of the Ombudsman operates independently of the agency’s bank supervision function and is committed to the core principle of timely and fair dispute resolution. The Customer Assistance Group: • Assists customers of national banks and their operating subsidiaries who have complaints or other issues related to applicable banking laws and regulations. • A list of national banks and their operating subsidiaries. • Provides an avenue to offer informal consumer education on banking and the use of credit. • Instructions on how to file a complaint and the information you need to include. • Answers questions and provides guidance related to banking laws, regulations, and practices. • Consumer advisories on banking trends and practices. • Maintains OCC’s customer-focused Web site, HelpWithMyBank.gov. Our goal in building HelpWithMyBank.gov was to build a site that makes it easier for people to get answers and submit concerns about their bank because we are committed to ensuring fair access to financial services and equal treatment for national bank customers. The site also provides information that includes: • Whom to contact if your financial institution is not a national bank. • A dictionary of banking terms.