If you are experiencing challenges repaying your loans because of job loss or a reduction in hours, contact your institution as soon as possible to discuss your specific situation and explore options that may be available to you.
If your bank refuses to work with you for reasons you think are inappropriate, you may file a complaint with the OCC using the Customer Complaint Form. The form has a 30-minute time limit for security reasons. If you have not completed and submitted the form within 30 minutes of beginning to fill out the form, information you entered may be lost. You may also fax your complaint to (713) 336-4301 or contact the OCC Customer Assistance Group at (800) 613-6743. The OCC can facilitate communications between you and the bank once your written complaint is received. You can also research general banking questions on our Help With My Bank website.