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Industry Letters

The New York State Banking Department Has Consolidated its Toll Free Help and Complaint Lines into One Number: 1-877-BANK NYS

February 13, 2004

TO THE CHIEF EXECUTIVE OFFICER OF THE INSTITUTION ADDRESSED:  


In an ongoing effort to improve services to consumers and simplify posting requirements by financial institutions, the New York State Banking Department has consolidated its toll free help and complaint lines into one number.  

Beginning February 17, 2004, consumers and community groups may call 1-877-BANK NYS (1-877-226-5697) with their banking or mortgage-related questions. Operators – who speak English, Spanish, Russian and Cantonese – are on duty between 9 am and 5 pm, Monday through Friday, except federal holidays. Outside of business hours, the system is configured to record messages. 

Please be advised that all postings and all other materials that cite the Banking Department consumer numbers must be altered to reflect this change before the other lines: (800) 522-3330 (Consumers), (800) 334-3360 (Mortgage Banking) and (888) 697-2861 (ATM Compliance) are removed from service in mid-March 2004. 

Please note: Because of the volume of calls we receive, the credit card complaint number – 1-800-518-8866 – has not been changed. 

It is my hope that this consolidation will ameliorate confusion and streamline the process by which this Department works to assist consumers. If you have any questions or concerns, please call Barbara Kent, Director of Consumer Services and Financial Products, at 212-709-3503. 

Very truly yours,

Diana L. Taylor
Superintendent of Banks