How Do I File A Complaint Against My Federal Credit Union?
First, Attempt to Resolve the Complaint Directly with Your Credit Union
Before you contact NCUA, please contact the credit union directly 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 or the credit union’s supervisory committee.
EDITOR: WHEN YOU FILE A COMPLAINT AGAINST ARIZONA FCU, THE NCUA WILL FORWARD A COPY OF THAT COMPLAINT TO THE CREDIT UNION’S SUPERVISORY COMMITTEE. AS A GENERAL RULE, THE NCUA IS BIASED IN FAVOR OF THE CREDIT UNION, NOT THE MEMBER. THE NCUA WILL OFTEN PERMIT THE CREDIT UNION TO VIOLATE THEIR OWN RULES, BECAUSE THEY ARE RELUCTANT TO GET INVOLVED IN MOST MEMBER DISPUTES. AS SUCH, THE “OFFICE OF CONSUMER PROTECTION” IS MOSTLY A MISNOMER. STILL, IT IS A GOOD IDEA THAT COMPLAINTS ARE REGISTERED WITH THE NCUA, BECAUSE IT SHOWS A PATTERN OF DISREGARD FOR THE MEMBER-OWNERS OF THE CREDIT UNION.
Submit Your Complaint
Before filing a complaint with NCUA, you must first attempt to resolve the dispute with the credit union.
If you have a complaint regarding the regulation of your federal credit union, and you have already attempted to resolve the issue with the credit union, you may file a formal complaint online or by sending us a letter to:
National Credit Union Administration
Office of Consumer Protection
1775 Duke Street
Alexandria, VA 22314
Fax: (703) 518-6682
Your e-mail, fax, or letter should identify:
•The full name and address of the credit union
Arizona Federal Credit Union
333 N 44TH ST
PHOENIX AZ 85008
•A clear explanation of your problem
•A brief description of what action you want the credit union to take to resolve the problem
•Legible photocopies of supporting documentation (if you have it). Do not send your original statements or other documents
•A copy of any written correspondence you have already had with the federal credit union regarding the issue at hand and any reply that you received
Be sure to include your name and postal address in the e-mail, fax, or letter.
Do not include personal or confidential information, such as your social security, credit card, or bank account numbers. You should delete personal or confidential information from the information you share with NCUA.
What to Expect
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.
How long does it take?
The process generally takes about 60 days. Depending on the credit union’s response or the type of complaint, we may take additional steps. If we do, we will notify you in writing.
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 federal 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 assistance.
Complaints caused by error or misunderstandings 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.