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Error Resolution
Notice
In Case of Errors or
Questions About Your Electronic Transfers, Call or Write
us at the telephone
number or address shown below, as soon as you can, if
you think your statement or receipt is wrong or if you
need more information about an item listed on your statement or
receipt. We must hear from you no later than 60
days after we sent you the FIRST statement on which the
problem or error appeared.
(1) Tell us your name and account number (if any).
(2) Describe the error or transfer
you are unsure about, and explain as clearly as
you can why you believe it is an error or why you need
more information.
(3) Tell us the dollar amount of the
suspected error. If
you contact us by telephone, we may require that you
send us your complaint or questions in writing within 10
business days. We
will determine whether an error has occurred within 10
business days (20 business days if the transfer involved
a new account) after we hear from you and will
correct any error promptly. If we need more time,
however, we may take up to 45 days (90 days if the
transfer involved a new account or a foreign-initiated
transfer) to investigate your complaint or
question. If we decide to do this, we will credit
your account within 10 business days (20 business days
if the transfer involved a new account) for the amount
you think is in error, so that you will have the use of
the money during the time it takes us to complete our
investigation. If we ask you to put your
complaint or question in writing and we do not receive
it within 10 business days, we may not credit your
account. An account is considered a new account
for 30 days after the first deposit is made, if you are
a new customer. We
will tell you the results within 3 business days after
completing our investigation. If we decide that
there was no error, we will send you a written
explanation.
You may ask for copies of the documents that we used in
our investigation. If
you have a question on your Fresh Start account, you do
not have to pay any amount in question while we are
investigating, but you are still obligated to pay the
parts of the statement that are not in question.
While we investigate your question, we cannot report you
as delinquent or take any action to collect the amount
you question. |
