1. I. Consumer complaints naming state banks or credit unions, which are filed in writing, shall be forwarded via electronic mail or certified mail to the state bank or credit union for response within 10 days of receipt by the department. Not later than 30 days following receipt of such complaint, the state bank or credit union shall conduct an investigation of the complaint and either:

   1. (a) Make appropriate corrections in the account of the consumer and transmit to the consumer and the department written notification of such corrections, including documentary evidence of any corrections; or
   2. (b) Transmit a written explanation or clarification to the consumer and the department which sets forth the reasons why the state bank or credit union believes its actions are correct, including copies of documentary evidence supporting the explanation or clarification.

2. II. State banks or credit unions which are unable to comply with the time frames prescribed in this section because of extenuating circumstances may make a written request to the commissioner for a waiver of such time frames. Requests for waivers shall be either granted or denied within 5 days of receipt by the department. Waivers shall not be granted or considered unless the request for waiver:

   1. (a) Is received by the department within 20 days following the state bank's or credit union's receipt of the complaint;
   2. (b) Specifies the reason for the request; and
   3. (c) Specifies a date certain by which the state bank or credit union shall comply with the provisions of this section.

Source. 2018, 207:1, eff. Aug. 7, 2018. 2021, 194:24, eff. Oct. 9, 2021.