Scenarios
client calls in and sees transactions they do not recognize but there are also refunds for the same amounts. Do you file a fraud claim?
Yes. Any time there is fraudulent activity, file a fraud claim and follow the claims guided assistant even if there is reversals as account or card was compromised.
T or F: I can file a billing dispute on posted and processing transactions.
False!! You can only file on posted transactions. Great opportunity for D1 and instruct to file digitally once posted.
What is the path that can help you identify what types of disputes exist on a specific transaction?
Dispute Cause Example Job Aid
Inform the client that transaction needs to post first in order to file a billing dispute as fraud is not suspected. At this point you will have already used claims guided assistant and probing questions to determine its a billing dispute
T or F: We as deposit agents can file a billing dispute or a fraud claim for zelle transactions.
False. Use claims guided assistant to transfer to the appropriate claims department.
According to SC path Identify Deposit Account Disputes, can we file a fraud claim on a paper check?
No, you must transfer to Check Fraud-New
Client is reporting transactions that they do not recognize and you notice the transactions are appearing on previous card numbers. Can you file this claim? What are the next steps?
Claim cannot be filed. You will receive an error message that one or more transactions selected contain different card numbers. File a different claim for each card with the transactions it corresponds to.
T or F: You can file a fraud claim for a debit card transaction and an ACH transaction in one claim.
False! You can only file a fraud claim with one specific transaction type only. If you are skilled with filing claims for other transactions, initiate another claim for that transaction type or transfer
SC Path: Initiate a Claim - Billing Disputes or Fraud - ATM/Debit
I am calling to file a fraud claim on transactions that started in 2023 but bolt only lets you go back to 2024. Can I file a claim for the transactions in 2023?
Yes. If transaction is more than 365 days old, add it manually in BOLT to include it in claim.
You are filing a claim and the transaction no longer appears when bolt wants to continue filing, what steps do you take next?
Review the transaction type, manually add the transaction to the claim
T or F: You can file a claim on a debit card transaction that does not appear in CEW/Synergy Web. (SC: Identify Deposit Account Disputes)
False. If the transaction does not appear in CEW/Synergy, the transaction did not present/charge.
If your call suddenly drops during a claim and there was 1 question left on the claim form, do you submit the claim?
NO! You do go back and submit BOLT form to inform a leader about the disconnect so they can handle it from there.
Client calls in because they are still getting charged transactions with LVAC even though they replaced their card a few months ago and had filed a fraud claim. Upon further research, you find the claim was resolved. You start the claim and client is frustrated because the card needs to be replaced again, what do you suggest you place to prevent more transactions?
Place a stop payment either within the claim or on the standalone option if one does not appear.
T or F: A client calling about a transaction with a known merchant will always fall into a billing dispute category since they have done business with them before.
False, there are instances where a known merchant can have data breaches or even hackers make fraudulent transactions, (ex: amazon, Uber, etc.)
Teresa traveled to Las Vegas for a business conference. Prior to her departure date, she reserved a rental car online with her business card. At the end of her conference, she returned the rental car but was unable to find her business card. She then paid the final amount with her personal card knowing she would be reimbursed. As she was reviewing her accounts to request reimbursement, she noticed that the car rental company charged her business card as well as her personal card.
Used Another Form of Payment For This Transaction