EASY PEASY LEMON SQUEEZY
Your client is calling because they noticed a debit card transaction on their account. The transaction is a credit for $125.00. The client is adamant the credit does not belong to them and wishes to return the funds.
What dispute option would you use for this dispute??
Answer – Billing Dispute - Credit Does Not Belong to Client (Debit Card)
Your client used their debit card to purchase an electric scooter, however; instead of a debit transaction, the merchant issued a credit to the account.
What dispute option would you use??
Answer – Billing Dispute - Debit Posted as Credit
Your client overpaid a medical bill using their routing number and checking account number. The doctor’s office agreed to return $15 to the client. The client however, received two ACH credits from the doctor, each for $15.00
What dispute option would you use?
Answer – ACH Billing Dispute - Credited More Than Once for a Single Transaction
On March 25th, your client provided his routing number and checking account number to his credit card company and scheduled a $225.00 payment to be withdrawn from his account on April 8th. To his surprise, the credit card company withdrew the $225.00 payment on April 1st, leaving only $1.42 in his account.
What dispute option would you use??
Answer – ACH Billing Dispute - Transaction Posted Prior to Authorized Date
What is a complaint?
A concern or grievance regarding a Bank product, service, or employee conduct.
Your client deposited a check for $15.00 at an ATM, however; the transaction posted to their account in the amount of $150.00.
What dispute option would you use for this issue?
Answer – ATM Deposit Dispute - Deposit Posted for More than Amount Deposited
Your client returned a $750 bicycle, to the store she purchased it from and was told she would receive a full refund. The funds were returned to the account using the clients checking account number, however; only $650 was credited to the account. The client is calling to dispute the credit
What dispute option would you use??
Answer – ACH Billing Dispute - Credited Incorrect Amount by Merchant
Two years ago, your client provided his checking account number to an insurance company for auto insurance. Two months ago, your client found a way to save 15% on his car insurance and canceled his insurance policy. Today, your client notices that the old insurance company has continued to charge him for the policy he cancelled over two months ago.
What dispute option would you use??
Answer – ACH Billing Dispute - Canceled a Recurring Billing
Your client normally pays his cable bill by mailing a check each month. Now, two days after his payment was due, the client received a call that his payment had not yet been received by the cable company. To avoid a late payment, the client made an ACH payment over the phone. A few days later, the client sees that the check was cashed by the cable company. The cable company refuses to credit a payment back to the client.
What dispute option would you use??
Answer – ACH Dispute - Used Another Form of Payment for Transaction
Priscilla calls to replace her debit card. During conversations she shares that 3 months ago she filed a dispute and it took forever for her to get her money back.
Is this a complaint ?
YES- she expressed concern/dissatisfaction over the timeframe it took to get her funds back.
Your client uses their routing number and account number to pay their electric bill on the 3rd of every month. On the 13th of this month, the electric company also deducted an additional $124.00 from the client’s account.
What dispute option would you use for this??
Answer – ACH Dispute - Client Did Not Authorize ACH Transactions
Your client just started a new job. It’s been five weeks since the client received their last paycheck from their former employer. Yesterday, your client received a direct deposit of $1250.00 from their previous employer and knows that the funds do not belong to them. You client wants to return the funds
What dispute option would you use?
Answer – ACH Dispute - Credit Does Not Belong to Client
Two days ago, your client made a cash deposit to their checking account, through an ATM. The deposit has not yet posted to the client’s account.
What dispute option would you use?
Answer – ATM Deposit Dispute - Deposit Made Did Not Post
Your client attempted to withdraw $200.00 from a Bank of America ATM. The clients account also reflects a $200.00 withdrawal, however; the client says the ATM malfunctioned and only gave him $40.00 in cash. He is calling to request credit for the missing $160.00.
What dispute option would you use??
Answer – ATM Dispute - Received Less Cash than Amount Posted
Laurie calls and would like to know when would her dispute be resolved?
Is this a complaint ?
NO- its an inquiry
Your client went to a casino yesterday and withdrew $500.00 from a Non-Bank of America ATM. The client is calling because he looked at his account today and sees that the withdrawal posted twice, deducting a total of $1000.00 from his account.
What dispute option would you use for this??
Answer – Billing Dispute - Posted More than Once
Your client made an ATM deposit for $1500.00, however; the transaction posted to their account in the amount of $150.00.
What dispute option would you use??
Answer – ATM Deposit Dispute - Deposit Posted for Less than Amount Deposited
Your client pays their rent each month through an external online service. The client provided their routing number and checking account number to the online service. Two weeks ago, the client paid their monthly rent this way and the funds debited their account, however; the apartment complex has not received the rent payment.
What dispute option would you use for this?
Answer – ACH Billing Dispute - Third Party Payment Not Sent to Recipient
Your client attempted to make an ATM deposit to their savings account for $100, in cash. During the initial deposit, the ATM returned the funds back to the client. The client made a second deposit attempt, and the funds were accepted. The next day, the client looked at their savings account and noticed that two separate credits, for $100.00, posted to their savings account.
What dispute option would you use??
Answer – ATM Deposit - Deposit Posted More Than Once
Javi calls EXTREMELY upset. He called to say that this bank is horrible and will be taking his money elsewhere.
Is this a complaint ?
NO- does not fall under our definition. It's too vague.
However, if we probe and find out more info, it would become a complaint.