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Complaint Resolution

It is the policy of Citizens Federal Credit Union to investigate and resolve all member concerns in a timely manner. In the event that a member of CFCU has a complaint involving a service, a product, or a loan decision, we would like our members to know that the credit union offers multiple avenues to resolve problems before contacting the NCUA. In order to better serve our members and address their needs, a detailed feedback process has been established. 

What to do

Contact Us
To reach our Vice President of Member Services, dial extension 105

Written complaints may be sent to:
Member Complaint Department
PO Box 425
Big Spring, TX 79720

Loan decision complaints may be sent to:
Supervisory Committee Chair
c/o Citizens Federal Credit Union
PO Box 425
Big Spring, TX 79720

If the matter is not resolved to your satisfaction, you may contact the National Credit Union Administration, Office of Consumer Protection:

Fax: 703-518-6682
National Credit Union Administration
Office of Consumer Protection
1775 Duke Street
Alexandria, VA 22314

After the NCUA receives the written complaint, they will acknowledge its receipt, log it into their records, and send a cover letter with the member's complaint to the cred union's supervisory committee with instrctions to conduct an investigation and prepare a response for the NCUA. According to the NCUA, the process will generally take about 60 days depending on the type of complaint and on the credit union's response.