Complaints & Error Resolution

How to file a complaint

If you have a complaint or believe an error has occurred on your Account, please contact us first so we can investigate and respond:

Email: complaints@initiotreasury.com
Mail: Initio Capital, Inc., Complaints Department, 548 Market St #95421, San Francisco, CA 94104
Phone: 1-855-INITIO-1 (1-855-464-8461), Monday–Friday 6 AM – 6 PM PT

We will acknowledge receipt within two (2) business days and provide a substantive response within ten (10) business days. Complex matters may require up to 45 days; we will notify you if additional time is required.

Reg E error resolution (consumer accounts)

For consumer electronic fund transfers, you must contact us within 60 days of the statement on which the suspected error appeared. We will investigate and complete our investigation within 10 business days (20 for new accounts), and provisionally credit your Account if the investigation takes longer than 10 business days. Final resolution will occur within 45 days (90 days for new accounts, POS, or foreign-initiated transfers).

Escalation to Column N.A.

Because banking services are provided by Column N.A., you may also contact Column directly: compliance@column.com or Column N.A., 548 Market St #38901, San Francisco, CA 94104.

Regulator contact information

If you remain dissatisfied after working with us and Column, you may contact:

Office of the Comptroller of the Currency (OCC) — Customer Assistance Group, 1301 McKinney St, Suite 3450, Houston, TX 77010. Phone: 1-800-613-6743. Website: helpwithmybank.gov
Consumer Financial Protection Bureau (CFPB) — consumerfinance.gov/complaint · 1-855-411-CFPB (2372)