Pending Transactions
This department can action unauthorized pending fraud transactions immediately without requiring the customer to call back once posted.
What is the CSC Disputes?
Retail ACH claims are filed here.
What is PEX ACH Claims?
This transaction is completed by providing routing and account numbers directly to a merchant.
What is an ACH transaction?
Zelle® transactions are most commonly processed as this type.
What is a debit card transaction?
A transaction described as “DOMESTIC OUTGOING WIRE TRANSFER” should be filed under this claim type.
What is a Wire Claim?
Pending unauthorized debit or credit card transactions are handled by this team.
Who are Disputes or Business?
Card transaction claims should be entered through this workflow instead of the ACH portal.
What is Claims Corporate Workflow (CC Servicing)?
These transactions may display as EFT for card and ATM activity.
What are card transactions?
If the recipient is not enrolled in Zelle®, the transaction may process as this.
What is ACH?
This document code references Wire Claims.
What is MISC728?
Pending ACH fraud transactions are handled by this team.
Who is the Fraud Contact Center (FCC)?
Online and Mobile Banking transfer claims reference this document/resource.
What is DT102 Online and Mobile Banking Claims?
Transfers within Santander Bank display this identifying detail.
What are the last four digits of the account number?
The cut-off time for ACH/3-day standard Zelle payments is this time zone and hour.
What is 10 PM Pacific Time?
A Santander check dispute would reference this intake process.
What is Check Claim Intake?
Before transferring a call to a designated team, you must review this first.
What is the transaction type?
Domestic or international wire disputes are filed using this form.
What is the Wire Claim eForm?
This transaction type includes domestic outgoing wire transfers.
What is a wire transfer?
When handling a BillPay claim, you must always ask the customer this question.
What is “Where was the payment initiated?”
This team can review and request to return a fraudulent check.
Who is the Fraud Contact Center (FCC)?
Pending external transfers via OLB/MOB may be reviewed and entered into this system to request a return.
What is SharePoint?
Check disputes are submitted through this centralized system.
What is PEX → Centralized Claims Check Disputes (Check Claim Intake)?
A transaction completed at a Santander branch as a cash withdrawal would fall under this claims category.
What are Check Claims?
A BillPay transaction processed as a check would display this transaction type.
What is CHECK?
A Zelle® transaction may process as ACH if the customer has no debit card, the recipient is not enrolled, it is recurring, or this occurs.
What is a fraud block or hold?