Due to recent mergers/consolidations we have several branch offices less than one mile from each other. We have made the decision to close a couple of the branches; and even though we have another one less than a mile down the road we have the customers that are upset about the closing of "their" branch.

These customers have not actually sent in a complaint in letter format; they are calling and talking to either a branch manager, regional manager, etc.... Our employees are documenting the conversation by writing up a brief memo. 9 out of 10 of the calls do not want any response from the bank (in writing) they are simply calling to voice their opposition, concern, anger, etc with our decision.

Should these documented phone conversations be included in our public file as "customer comments"?

Sec. 228.43 Content and availability of public file.

(a) Information available to the public. A bank shall maintain a public file that includes the following information:
(1) All written comments received from the public ......

If they are not written, I would not include them.