The NCUA has unveiled a new and improved online Consumer Assistance Center, which will allow users to submit inquiries, complaints and additional documentation through a secure portal, plus check the status of their complaints, the agency announced Thursday.
Along with the upgraded tool comes a new set of complaint resolution procedures, which the agency said will improve and streamline how the agency handles consumer complaints involving federal consumer financial protection laws and regulations.
The NCUA said that under the new procedures, a complaint filed through the Consumer Assistance Center involving a federal consumer financial protection matter will be sent to the credit union, which will have 60 days to resolve the problem and inform the agency of the outcome. 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.
Consumers will be the first to use the new portal as rollout continues in the coming weeks, and credit unions will soon have the chance to follow by submitting complaint response information, and checking the status and number of open complaints that involve their institutions, the agency said. Credit unions will not be required to use the portal.
The new technology is now live, and can be accessed on the NCUA's consumer website, MyCreditUnion.gov. Credit unions will have an opportunity to learn how to use the new portal in an October webinar and an instructional video the agency said it plans to release in the near future.
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Natasha Chilingerian
Natasha Chilingerian has been immersed in the credit union industry for over a decade. She first joined CU Times in 2011 as a freelance writer, and following a two-year hiatus from 2013-2015, during which time she served as a communications specialist for Xceed Financial Credit Union (now Kinecta Federal Credit Union), she re-joined the CU Times team full-time as managing editor. She was promoted to executive editor in 2019. In the earlier days of her career, Chilingerian focused on news and lifestyle journalism, serving as a writer and editor for numerous regional publications in Oregon, Louisiana, South Carolina and the San Francisco Bay Area. In addition, she holds experience in marketing copywriting for companies in the finance and technology space. At CU Times, she covers People and Community news, cybersecurity, fintech partnerships, marketing, workplace culture, leadership, DEI, branch strategies, digital banking and more. She currently works remotely and splits her time between Southern California and Portland, Ore.
