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Customer Complaint Policy

TERRABANK N.A. is focused on providing financial services in compliance with all Federal and State regulatory policies including but not limited to consumer protection, fair lending and civil rights laws. The Principles and Values of TERRABANK N.A. include putting the customer first as well as consistently reflecting a focus on honesty, integrity and responsibility.

In the event a complaint needs to be filed with TERRABANK N.A., the individual can:

  • Contact the Ombudsman or Security Officer of TERRABANK N.A. at (305) 448-4898.
  • Notify TERRABANK N.A. in writing at:

Terrabank, N.A
Ombudsman/Security Officer
3191 Coral Way, 9th Floor
Miami, FL 33145

The complaint should be submitted in writing, if possible, and should include the following information:

  1. A description of the act or practice that is thought to be unfair or deceptive,abusive, or in violation of existing law or regulation, including all relevant facts.
  2. The name and address of the complainant.

Response to a complaint sent directly to TERRABANK N.A. will be typically provided to you in writing within 10 business days.

In the event a complaint is not resolved to your satisfaction, you may contact our federal regulator, OCC, for further review at OCC Customer Assistance Group, 1301 Mckinney Street, Suite 3450, Houston, TX 77010, or you may fax the complaint to FAX: (713) 336-4301 or contact the OCC directly at 1 (800) 613-6743, Monday - Friday, 7:00 a.m. to 7:00 p.m.; Central Time or by sending an e-mail to

If there are any questions or comments, contact TERRABANK N.A. at (305) 448-4898.

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