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My job shut down (or my work hours have been cut back) as a result of the COVID-19 pandemic. My bank will not work with me on the repayment of my loans. What should I do?

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.

Last Reviewed: April 2021

Please note: The terms "bank" and "banks" used in these answers generally refer to national banks, federal savings associations, and federal branches or agencies of foreign banking organizations that are regulated by the Office of the Comptroller of the Currency (OCC). Find out if the OCC regulates your bank. Information provided on should not be construed as legal advice or a legal opinion of the OCC.

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