The NCUA has unveiled a new and improved online ConsumerAssistance 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 announcedThursday.
|Along with the upgraded tool comes a new set of complaintresolution procedures, which the agency said will improve andstreamline how the agency handles consumer complaints involvingfederal consumer financial protection laws and regulations.
|The NCUA said that under the new procedures, a complaint filedthrough the Consumer Assistance Center involving a federal consumerfinancial protection matter will be sent to the credit union, whichwill have 60 days to resolve the problem and inform the agency ofthe outcome. If the complaint remains unresolved, the ConsumerAssistance Center may begin its own investigation to determinecompliance with federal consumer financial protection laws andregulations.
|Consumers will be the first to use the new portal as rolloutcontinues in the coming weeks, and credit unions will soon have thechance to follow by submitting complaint response information, andchecking the status and number of open complaints that involvetheir institutions, the agency said. Credit unions will not berequired to use the portal.
|The new technology is now live, and can be accessed on theNCUA's consumer website, MyCreditUnion.gov.Credit unions will have an opportunity to learn how to use the newportal in an October webinar and an instructional video the agencysaid 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.
