Consumer Payment Card News

Ignorant Cardholders

More than one out of four U.S. cardholders have no clue where to file a formal credit card complaint against a national bank. Nearly half of Americans believe such disputes are handled by the Federal Trade Commission while a mere 16% correctly say its the Office of the Comptroller of the Currency. An informal homepage poll of 1,061 unique participants, conducted in July, also found that 10% of consumers thought the Federal Reserve Board processed complaints about credit cards issued by national banks. For consumers, the OCC has always been an obscure regulatory agency of the U.S. Department of the Treasury. However, the OCC has been reaching out to consumers. Earlier this year, the OCC added a searchable list of many of the national bank operating subsidiaries that do business directly with consumers. The survey has a margin of error of plus or minus approximately 5.0 percentage points.
Filing a Formal Complaint with the Office of the Comptroller of the Currency

There are two ways you can file a formal written complaint with the OCC about a national bank or its operating subsidiary. You may mail or fax a letter – no special forms are required – to the Customer Assistance Group at the following:

Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
FAX: 713-336-4301

Your letter or fax should identify the national bank or subsidiary about which you have the complaint by providing the bank’s (or subsidiary’s) full name and address. Additionally, the following information is required:

Your complete name and mailing address as used by the bank;
Your daytime telephone number;
Your account number(s);
A detailed explanation of the complaint or inquiry and description of how you would like the matter resolved;
The signature of the account holder, legal guardian, Power of Attorney, or other person authorized to act for the account holder. If you are not the account holder, you must include documentation indicating your authority; and Documentation supporting your position.

To Identify the Operating Subsidiaries of National Banks or for more information on the OCC visit “”:

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