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The OCC Customer Assistance
Group
The OCC Customer Assistance Group, part
of the agency's Office of the Ombudsman, was created to answer questions, offer
guidance, and assist consumers in resolving complaints about national banks. The
Customer Assistance Group:
- Answered 78,000 telephone calls last
year from consumers with questions or complaints about their bank, nearly the
same number as in 2001. While contacts by telephone are holding steady,
complaints filed by e-mail are growing steadily.
- Returned nearly
$6 million in fees and
charges to national bank customers last year.
While this number is small next to the restitution settlements the OCC has won
for consumers from banks that engaged in unfair and deceptive marketing
practices, it represents tens of thousands of cases in which the fees of $25
and $30 and $50 were returned to national bank customers. While those returned
fees may seem small compared to some highly-publicized cases, they are very
important to the individuals who sought the OCC's help.
- You can
contact the OCC's Customer Assistance
Group by telephone, e-mail or through written correspondence.
- For more information about the
OCC's Customer Assistance Group, including information on how to file a formal
complaint against a national bank, please visit our Customer Assistance page.
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