Complaints & Feedback 😒
"Thank you for assisting me with my debit card! I hope that in the future, we have the option of custom card designs."
Feedback
What to do when a caller does not answer the Additional Security Question (Priority Note) correctly
Transfer to BFU
Authentication Deposits Procedure
The minimum amount required in order to schedule an ACH transfer
$25
Funds Transfer Deposits Base DocumentWhat to do with a SYSTEM GENERATED SUSPENSION in Compass
Transfer to BFU
Funds Transfers Troubleshooting in Compass Deposits Procedure
What to verify when a customer calls in requesting to replace their lost debit card
Any unauthorized charges posted in the account
Debit Card Maintenance Deposits Procedure
"Do you know how embarrassing it was to get declined in line at the mall? I HAVE the money in my account, it's YOUR system that is messing everything up! I don't want a new card. I want a new BANK."
Complaint
The information needed to verify a personal check with a third party
Name of the organization/person calling
Name of the customer on the check (if applicable)
Check number
Dollar amount
Third Party Check Verification Deposits Procedure
The incoming ACH limit for Cashback Debit (MADEB) accounts (Please include amount and timeframe)
$10,000.00 per 30-day rolling period
Funds Transfer Deposits Base Document
The posting time of a Mobile Check Deposit if submitted before 6:30PM EST on a business day
The deposit will post on the day of receipt by 11PM EST
Check Deposit Methods, Posting, and Funds Availability Deposits Job Aid
What to do when a primary owner calls in to order a debit card for their joint owner
Advise the customer to ask their joint owner to call us/join the call for verification purposes
Debit Card Maintenance Deposits Procedure
"I don't have any problem with you, but the previous agent I spoke with was so unproductive. It's like they weren't even listening to anything I was saying! I was extremely confused, and it felt like that was their intention. I hate being misled."
UDAAP Complaint
Is verification of only one of two hyphenated last names acceptable for First Level verification?
YES
Authentication Deposits Procedure
The amount of time for an account to charge-off
76+ days of being overdrawn
Negative Balance Account Deposits Procedure
Verification needed to complete an ATM/POS limit increase (90+ days old)
XID
Debit Card Maintenance Deposits Procedure
"I understand if the hold cannot be removed from my check deposit. It's inconvenient and not ideal, but I guess I'll deal with it."
Feedback
Verification needed to opt-out a customer from privacy sharing and solicitations
First Level Verification
Profile Information Updates Deposits Procedure
Processing time for foreign checks
6-12 weeks
Money Movement Deposits ProcedureWhat to do if a Cashback Debit customer requests to cancel their account center access
Advise the account owner that they would have to close their Cashback Debit account prior to cancelling their Account Center access
eSolutions/Atlas Deposits Procedure
Can a debit card be ordered for an account with a negative balance?
NO
Debit Card Maintenance Deposits Procedure
What to do when your customer expresses feedback/a complaint but are needing to be transferred to another department
Advise the receiving agent of the customer's feedback/complaint(s) so that they can track it accordingly
CB Consumer Feedback/Complaint Handling and Tracking Procedure
Are we required to re-verify a customer they are transferred to us from Credit Card?
YES
Authentication Deposits Procedure
The negative amount that triggers Overdraft Protection
-$10.01
Account Owner Enroll/Modify/Remove Overdraft Protection Deposits Job Aid
Are Discover Student Loan account holders eligible for Single Sign-On?
NO
SSO Deposits Procedure
The meaning of this decline code in Vantiv:
228-User Card Control Denial
Debit card status is FROZEN
Debit Card Maintenance Procedure