ACH Dispute
Scenario: The member states “I told that merchant not to charge my account. I want my money back.” What form will you have the member complete?
ACH Dispute Form
The member wants to play a stop payment on their gym membership, is there a fee?
Yes, refer to fee schedule for the amount.
Verify in this system if the cashiers check has cleared
Money Gram
Can a member cancel a bill payment item they just initiated?
Typically yes. The member can log back into the Bill Payment center and cancel or edit the item.
Stop Payment Authorization Form
The number of days the member has to dispute an ACH transaction is...
60 days
How much time is typically required to place a stop payment on ACH withdrawals?
3-5 days
Is provisional credit provided to Shared Branching members?
No, have them complete the form and then the credit is handled by their institution.
Scenario: a bill payment check has cleared on the account history with processing group #675. The member inquires if they can place a stop payment. How do you respond?
Reach out to the MSA Dept to ask if there is still a way to stop the check even though the history shows the item has already cleared the account.
When the members completes the Stop Payment Authorization form what steps do you complete in XP2?
Add the stop payment
Outline the steps taken once the member completes the ACH Dispute Form
Scan the form the Accouting
Inner Branch to Accounting
Add a Contact
What form should the member complete to place a stop payment on an ACH?
ACH Stop Payment Form
What should be included in the Contact to Accounting?
Check Amount
Check Number
If a Bill payment check has not cleared ask the member to complete this form...
Stop Payment Authorization Form
Does an Affidavit of Forgery need to be notarized?
Yes
What information goes in the Contact to Accounting?
Merchant Name
Dispute Amount
What steps are taken after the members completes the form?
Add Stop Payment fee
Scan and Innerbranch the form to Accouting
Typically when will the member receive provisional credit?
1 day
Bill payment items clear one of two ways. Name the to ways they will display in the history. (hints processing group number and the other has starts with specific leading digits)
processing group # 675 or share draft with leading nines such as 995176
When routing a Contact to Accounting regarding Affidavit of Forgery name some things you would mention in the Contact.
What transpired on the account.
Do you charge the member a fee when they are disputing an item?
No- only a stop payment.
Is there provisional credit for stop payments?
No, there is nothing being disputed
The different ways a cashiers checks can be stopped
Lost, stolen or damaged
Is there a stop payment for bill payment items?
The stop payment fee should be assessed for placing a stop on any debit, including all bill payment types.
When is provisional credit granted on Affidavit of Forgeries?
Depends on the situation. Contact Accounting.