Am I the Correct Specialist
What path would I use to help me determine if I can or cannot file a claim on a specific transaction (Debit Card, ACH, Zelle, etc.)?
Identify Deposit Account Disputes
What is the difference between Fraud & a Billing Dispute?
Fraud: Client did not authorize the disputed transaction, did not participate in any part of the activity, or did not initiate the transaction.
Non-fraud/billing disputes: Client did engage in or does recognize the transaction and is disputing the amount or service.
What path would you use for an ACH Dispute?
Initiate a Consumer ACH/EFT Claim
Do we have a deep link, email, or both for D1 communication for disputes?
Both (deep link & email)
Your client purchased a sweater that was too large and went back to the store to return the item. The cashier provided a credit slip, but the client never received the credit.
Returned or Cancelled and Did not Receive Credit
Client has a fraudulent check posted to their account. Are you the correct agent to assist? If you are not the correct agent, what team do we want to connect to?
You are not the correct specialist. You would want to connect with Check Fraud Claims.
What path would I use to file a billing dispute or fraud claim on an ATM Debit Card?
Initiate a Claim - Billing Disputes or Fraud - ATM/Debit
What are two common failures for ACH disputes?
The client went to a Bank of America ATM machine and deposited $300, but it posted for $30. Can the client complete the dispute on the mobile app?
For ATM disputes, client's can dispute these transactions through the Online Banking (Full Service Website, not Mobile App).
Your client went to the gas station and purchased a coffee. The cashier had to run the client’s card twice because the charge did not go through the first time. Now the client was charged twice for the coffee.
Billed More than Once for a single Transaction
Client has fraudulent charges posted to their Debit Card. Are you the correct agent to assist? If you are not the correct agent, what team do we want to connect to?
I am the correct specialist and can assist.
"This transaction is currently processing. Often times it can be resolved through the merchant when processing. If not resolved, you can dispute it once it posts. D1 conversation."
Can a client complete an ACH dispute online via self service?
No, we have to file this for the client.
View or File a Billing Dispute or Fraud Claim on a Debit Card Transaction in Online or Mobile Banking - Self Service
What is the timeframe that a client can start a billing dispute online? Can they file a claim on a transaction from 6 months ago?
Your client went to Sunday lunch with their best friend and paid for both meals in the amount of 63.00. When the client checked their account, they noticed the restaurant charged 6300.00. The Client called the restaurant manager and was told the client was only charged 63.00 and to contact their bank.
Billed Incorrect Amount by Merchant
Client went to a Bank of America ATM and made a deposit for $300, but the deposit is only listed as $30 on their checking account. Are you the correct agent to assist? If you are not the correct agent, what team do we want to connect to?
I am the correct specialist and can assist.
Can a co-owner file a claim for their other co-owner on the account?
Yes, any owner of that account can complete a dispute on the account.
What is ACH True Fraud? Do we file ACH True Fraud claims?
This is when an ACH transaction is on the account and the client has never done business with this company. They have never provided their account/routing number.
We do not file, Transfer to ACH/Electronic Funds Transfers
(EFT) True Fraud.
True or False. Consumer and Small Business clients can use Mobile Banking (mobile app) to file a billing dispute claim against a posted or pending pinned/pinless debit card transaction in all states except California, Florida and Texas.
False. Clients can use the mobile app for all states except CA, FL, and TX for FRAUD claims.
Your client has a Gym Membership at ABC Gym. The client followed the instructions on how to cancel with the merchant by sending an email to the company and the gym refuses to credit the account.
Cancelled a Recurring Billing
Client has an unauthorized ACH transaction on their business account. Are you the correct agent to assist? If you are not the correct agent, what team do we want to connect to?
Yes, I am the correct specialist to guide the client in the right direction. I can send a self service email (ACH Corporate Return -Small Business).
What are two common failures for an ATM/Debit Card billing dispute?
A client wants to file a dispute on an ACH transaction with Paypal. They are disputing the charge because they never received their merchandise in the mail. What does your conversation sound like?
Express empathy. Refer the client to originator/company/merchant.
If a client calls in because they have fraudulent transactions on their account from their debit card, do we push D1 or do we file the claim for the client?
The client does have the option to file a fraud claim online, but we will NEVER turn away the call. We will always file the claim if the client calls us due to risk factors for the client's account.
Your client had a countertop installed last month. The contract specified the countertop would be granite, but the merchant installed a laminated countertop instead. The client was not able to reconcile with the merchant.
Problem with Merchandise or Service Requested