Complaint not resolved? Contact the Director of Operations and Portfolio Servicing
If your concern hasn’t been resolved within the first two steps, write to our Operations and Portfolio Servicing Director or your Regional Sales Director. If you still have an issue, ask to speak to the final line of contact, our Vice President of Operations or Vice President of Sales.
Once we receive your concern in writing, we’ll send you an acknowledgment within three business days. If your concern is within the Director’s mandate, we will conduct a full investigation. Most investigations are finished within four-to-six weeks and you’ll receive a resolution/recommendation in writing. Recommendations are non-binding and parties are free to accept or reject them and pursue further options for resolution.
Issues that fall outside of the Director’s mandate include those pertaining to credit granting policies or lending decisions; matters of policy such as interest rates, service fees and account closures; issues that are in litigation or have been decided by the courts; and transaction records that no longer exist (typically beyond seven years). If your concern falls outside of the Director’s mandate, we’ll let you know in writing.
How to reach our Operations and Portfolio Servicing Director:
Customer Service - MOCC
PO Box 30597 RPO Madison
Or you can fill out this form below: