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What will the federal reserve do?
Consumer complaints filed against state member banks are investigated by one of the 12 regional Federal Reserve Banks, based upon the location of the bank involved in your complaint. If your complaint is received by the Board and involves a state member bank, Board staff will forward your complaint to the appropriate Reserve Bank for investigation.
The Reserve Bank may contact you to request additional information about your complaint. As the Reserve Bank investigates each issue raised in your letter, it will --
Ask the state member bank involved for information and records regarding your complaint
Determine if the bank's response addresses your concerns
Send you a letter about its findings
The Reserve Bank will let you know if it finds an error or a violation of a federal law or regulation. Investigations usually last 30 to 60 days. If more than 60 days have passed, the Reserve Bank will contact you to let you know the status of the investigation. Please note that it may take several months to resolve complaints alleging illegal credit discrimination.
Although the Federal Reserve looks into every complaint that involves the banks we regulate, we do not have the authority to resolve every type of problem. For example, we are unable to resolve contract disputes or undocumented factual disputes between a customer and a bank. In these cases, we suggest that you contact an attorney. Also, we cannot investigate matters that are the subject of a pending lawsuit.
Complaints about customer service or disagreements over specific bank policies and procedures--which are usually determined by the individual bank--are not addressed by federal law or regulation. However, if you file a complaint, a bank may voluntarily work with you to resolve the problem
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