Fees and Refunds
The fraud category is selected to refund these associated with disputed charges. (3)
NSF fees, Stop pay fees and/or dividend adjustments
These are used for OLB decisions.
Dispute approved/denied letters
How long does a member have to report an ACH inaccuracy on their statement? and How long do we have to return it on the ACH Network if approved?
60 calendar days from the statement date of the original transaction.
60 days from settlement/posting date.
What company ID is associated with Billpay Items?
M39...1165550
How are our documents removed from OnBase?
Via a special service ticket request with AM email approval.
This $9 fee, previously $25, is refunded when the related charge is disputed.
Stop Pay fee
Per a call with the member, they determined they no longer need to continue their case. This letter should be sent to conclude the investigation.
Withdraw letter.
Charge from 4/12/2022 has this many days to be investigated.
10 business days, or 45 calendar days with provisional credit.
When should frontline file a dispute/Inquiry form for a perceived error?
Immediately.
What do we need to close billpay cases?
Proof of payment.
The ACHDISP GL used for these credits (2)
Charge off's and provisional credits
The most common letter used in April.
Approved, Error Found
Charge from 05/10/2021 has this many days to be investigated.
45 calendar days.
Where can you find transactions that previously posted to the account and have been returned by us?
The accounts Exception List
Where are R23 returns logged?
Other Returns Log
This credit is given when the disputed charge is older than 1 statement.
Dividend Adjustment.
Monthly transactions disputed on a personal account from January 2021 - May 2022. The charges that posted between April 2021 - February 2022 get this quick-part.
Consumer Late File - Not Fraud/Out of timeframe
Trace request received today, for 09/22/2021 has this many days to respond.
10 business days.
What form should be filed for Errors in stop payments placed on ACH transactions?
ACH Inquiry form.
For escalations, how long before the member should expect to get a call back?
1-2 business days.
Despite not having an ACH transaction to refund, these are refunded if the investigation determines the case would have been approved.
Unpaid item fees
Name this letter:
"To correct the error, the funds have been withdrawn from your account on 1/15/2022 and returned to the originator of the transaction."
ACH Returned - Not inquirer
(Different from ACH returned, no date and references the ODFI as sender)
Recurring bi-weekly charges spanning 3/03/2022 - 5/17/2022 has this many days to be investigated.
10 business days. 45 calendar days with a provisional credit.
When we originate ACH transactions, who is the "receiver"?
WPCU
Who handles billpay check items?
Bonus: who handles uncashed billpay check items?
Digital Services.
Frontline.