Q2.  What kinds of financial service businesses does the Office of the Commissioner of Banks ("OCOB") regulate?

A2.  Subject to some exceptions, the OCOB regulates the following providers of financial services to North Carolina residents:

State-Chartered Banks, Savings Banks and Trust Companies
Check Cashers
Mortgage Lenders
Mortgage Brokers
Mortgage Loan Officers
Money Transmitters
Consumer Finance Companies
Refund Anticipation Lenders
Reverse Mortgage Lenders 

Q3.  What should I do if I have a problem with one of the financial service companies listed above?

A3.  You should first contact the business and make a good-faith effort to settle the dispute. Depending on the problem and the company, you may need to speak to more than one person - try to be patient and fair. If you make the contact by telephone, keep a record of the date(s) and time(s) of your calls. Try to get the name and telephone number of the person with whom you speak. If you write, keep a copy of your letter and the originals of any documents you send.

If you can't resolve the issue, you may contact the OCOB's Customer Assistance Group.

Q4.  What if the company with which I have a problem isn't on the above list?

A4.  You may be able to get assistance from another state or federal agency. Click this link for Other State Agency Complaint Contacts, and Other Federal Agency Complaint Contacts.

Q5.  How do I contact the Customer Assistance Group?

A5.  If you have access to a computer with Internet capability and a printer, the fastest way to reach us is by completing and submitting the Consumer Complaint Form. Once you've filled out all the requested information, print out and sign a copy of the form and either:

Mail it to us at the address on bottom of the form or,
Fax it to us at 919 733-6918 (not a toll-free call)
If you don't have access to the Internet or a printer, call the CAG at 919 733-3016 (not a toll free call). We will send you a copy of the Consumer Complaint Form to complete, sign and mail back to us.

Q6.  What information should I include when I write?

A6.  Be sure to complete all blanks on the Customer Complaint form as best you can and be sure to sign the form. Explain the problem in your own words, but try to be brief. Send copies of any papers, documents or letters you think will help us understand your complaint. Do not send original checks, statements or other documents.

Q7.  How can the Customer Assistance Group help?

A7.  First, we will determine if the company has violated any applicable law or regulation. However, we will try to resolve the problem even if we find it is the result of an honest mistake, disagreement or misunderstanding, and not a legal violation.

In every case, we will:

• review and evaluate your complaint and gather necessary facts and documents
• if we find your complaint is legitimate, explain it to the company
• receive and evaluate the company's explanation and any offer of apology, settlement or adjustment
• communicate the company's response to you. We will tell you whether we believe a settlement offer is reasonable under the circumstances, but we cannot force you to accept it.
• We will do our very best at all times to be impartial and fair to both you and the company.
• If we can't help you reach an agreement at the end of the process, however, we will recommend you consult a qualified attorney regarding the possibility of legal action.

Q8.  Can you find an attorney to represent me?

A8.  The OCOB cannot recommend individual attorneys. You should talk to friends and relatives to get recommendations, or you can contact the North Carolina State Bar Association's Lawyer Referral Service (1-800-662-7660 or 919-677-8574).

Q9.  Will the Customer Assistance Group always be able to resolve my problem?

A9.  No, not always. Some complaints result from honest disputes over what was said or done by you or promised by a representative of the company. Again, unless we find that a company has violated a law or regulation, we cannot force it to give you what you've asked for. Also, some complaints result from company's internal business policies, which may not be governed by state or federal laws or regulations.

Q10.  Where can I find more general information about buying a home?

A10. The following link will provide information about buying a home.   The Home Loan Learning Center