If you have a problem with a bank or other financial institution, contact the Federal Reserve for help.

COVID-19 Information and Resources

Federal Reserve Consumer Help is dedicated to providing consumers with the information they need to guide their personal financial decisions during these difficult times. We have gathered helpful resources and answers to frequently asked questions to respond to your resource needs regarding COVID-19. We hope this information is helpful.

Frequently Asked Questions

  • What happened to my complaint?

On March 17, 2020, Federal Reserve Consumer Help temporarily began processing only complaints received electronically. To ensure your complaint is handled timely, please submit it using our online consumer complaint form. If you need assistance completing the online form, please contact Federal Reserve Consumer Help at 1-888-851-1920.

If you submitted a complaint in writing before March 20, 2020 and have not received a response, please contact us regarding the complaint status and to discuss filing alternatives.

  • Can my bank temporarily close its branch or lobby during a pandemic or natural disaster?

Yes. During a health crisis, natural disaster, or other emergency situation, financial institutions may temporarily close their offices or provide limited services at their offices for security or other reasons. It is important to note that a permanent or temporary bank office closure does not affect deposit insurance. If you have questions about bank’s deposit insurance, visit the Federal Deposit Insurance website, or if your question relates to credit union deposit insurance, visit the National Credit Union Administration website. Before filing a complaint, we recommend that you first contact your financial institution’s head office with questions regarding changes in office hours or closures.

  • What actions is the Federal Reserve taking to help the economy during the COVID-19 pandemic?

The Federal Reserve has taken a number steps to bolster the economy during the COVID-19 pandemic. Please visit the Board of Governors of the Federal Reserve System’s Coronavirus Disease 2019 page for more information on specific actions taken.

  • What if I am unable to pay my mortgage because of the pandemic?

Contact your bank or loan servicer to let them know of your circumstances. If you have a mortgage loan guaranteed or sponsored by the federal government and are impacted by COVID-19, you may be able to delay your monthly mortgage payments and avoid foreclosure, or other legal proceedings. More information is on the Consumer Financial Protection Bureau's Website.  You may also watch a video about your options here.

  • Where can I go for details on the new stimulus package and how soon I will receive my check from the government?

The Coronavirus Aid, Relief, and Economic Security Act or the “CARES Act” was signed into law on March 27, 2020. It provides emergency assistance for individuals and businesses affected by the pandemic. The U.S. Department of the Treasury website contains further information on emergency assistance programs.

  • How are banks helping customers affected by COVID-19?

The Federal Reserve System with other regulatory agencies have encouraged banks to take steps to meet the financial needs of customers facing hardship due to the pandemic, including by offering prudent loan modifications (see Press Release), extending responsible small-dollar loans (see Press Release), and continuing to meet the deposit and service needs of customers to the extent possible (see Press Release). It is important to note that these issuances do not require banks to make specific customer accommodations.  You should contact your bank if you have questions regarding its policy changes during this time.

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Helpful Resources

Coronavirus Disease 2019 (Board of Governors of the Federal Reserve System)
Communications issued by the Board of Governors of the Federal Reserve System regarding the Coronavirus pandemic.

Coronavirus (COVID-19) (CDC)
Explore national and community data related to the Coronavirus.
Español: Centros para el Control y la Prevención de Enfermedades

Coronavirus and Dealing With Debt: Tips to Help Ease the Impact (CFPB)
Learn possible steps to take if you have trouble paying your debts during the Coronavirus pandemic.

Coronavirus Scams – Part 1 (FTC)
Get tips on avoiding Coronavirus scams.
Español: Coronavirus: Los estafadores siguen los titulares

Coronavirus Scams – Part 2 (FTC)
Learn about the types of scams related to the Coronavirus and find out what to do.
Español: Las estafas relacionadas con el coronavirus

COVID-19 Consumer Warnings and Safety Tips (FCC)
Learn about the tactics used by text and robocall scammers and how to protect your personal information.
Español: Advertencias y consejos de seguridad para consumidores

FDIC: Insured Bank Deposits are Safe; Beware of Potential Scams Using the Agency’s Name (FDIC)
Protect yourself from scammers stating they are Federal Deposit Insurance Corporation (FDIC) agents or employees, or who ask for personal financial or deposit account information.

Frequently Asked Questions for Those Impacted by Coronavirus Disease 2019 (COVID-19): For Bank Customers (FDIC)
Learn from the questions consumers affected by the Coronavirus have asked the FDIC about bank access, deposit accounts, credit concerns, and more.

Frequently Asked Questions Regarding COVID-19 (OCC)
Read questions consumers affected by the Coronavirus have asked the Office of the Comptroller of the Currency (OCC) about bank access, deposit accounts, credit concerns, and more.

Protect Yourself Financially From the Impact of the Coronavirus (CFPB)
Find resources for consumers who have lost their income or are unable to pay their debts as a result of the Coronavirus pandemic.
Español: Proteja sus finanzas del impacto del coronavirus

Protecting Your Credit During the Coronavirus Pandemic (CFPB)
Understand the steps you can take to protect information in your consumer credit report.
Español: Proteja su crédito durante la pandemia del coronavirus

Tips for Financial Caregivers During the Coronavirus Pandemic (CFPB)
Get tips on how to protect the money of an older adult when you are unable to be with that person because of the Coronavirus pandemic.

State Health Departments (USA.gov)
Stay informed about the information provided by your state related to the Coronavirus pandemic.

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