In Case of Errors or Questions About Your Electronic Transfers
Call or Write us at the telephone number or address, 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.
- Tell us your name and account number (if any).
- 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.
- 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.