NCUA launches new portal to boost consumer complaint resolution
September 11, 2015
ALEXANDRIA, Va. (9/11/15)--Credit unions' resolution of consumer complaints should be a bit easier now, according to the National Credit Union Administration.
The agency launched new technology intended to improve its online Consumer Assistance Center and make the resolution process more efficient.
Effective immediately, consumers can submit inquiries, complaints, and additional documentation online through a secure portal. For the first time, the agency said in a release, they will also be able to check the status of their complaints online.
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. The Consumer Financial Protection Bureau handles complaints for credit unions and other financial institutions with more than $10 billion in assets.
The NCUA announced it has also implemented new complaint resolution procedures that improve and streamline how the agency handles consumer complaints involving federal consumer financial protection laws and regulations.
Under the procedures, as outlined in a June Letter to Credit Unions (15-CU-04), a complaint filed with the Consumer Assistance Center involving a federal consumer financial protection matter will be sent to the credit union. The credit union has 60 days to resolve the problem and to inform the agency of the outcome. (News Now June 8).
"If the complaint remains unresolved, the Consumer Assistance Center may begin its own investigation to determine compliance with federal consumer financial protection laws and regulations," the NCUA notes.
The agency said that rollout of the new online complaint portal will continue in the coming weeks. Credit unions also will be able to use the portal to submit complaint response information securely and check the status and number of complaints concerning their institutions. Credit unions’ use of the portal will be voluntary.
Credit union should also keep an eye out for support materials. The agency plans to release a video for credit unions explaining how to use the portal and detailing the new complaint resolution process. The NCUA also intends to host a webinar for credit unions about the portal and other federal consumer financial protection matters in October.
The online Consumer Assistance Center portal will be located on the agency’s consumer website,MyCreditUnion.gov.