OCC Consumer Assistance
by Lucy Griffin, BOL Guru
The OCC's Consumer Assistance Group has been busy. In one year, 2003, they answered 78,000 phone calls from consumers with questions or complaints. That's a lot of calls and a lot of work. It is also a lot of frustrated customers. Most consumers only call a regulator after they have tried to get help or a response from their bank. The number of calls raises serious questions about the responsiveness of institutions when the consumer calls them - especially when you take into account the additional fact that OCC returned nearly $6 million in fees and charges to customers last year. These are fees that were erroneously charged in the first place. Check what your institution is doing.
Copyright © 2004 Compliance Action. Originally appeared in Compliance Action, Vol. 9, No. 2, 3/04
Privacy Policy Disclaimer Recommend This Site ! Contact Us
BankersOnline is a free service made possible by the generous support of our advertisers and sponsors. Advertisers and sponsors are not responsible for site content. Please help us keep BankersOnline FREE to all banking professionals. Support our advertisers and sponsors by clicking through to learn more about their products and services.
|
|
Print Friendly!
Email This Article!
Discuss NOW!