Check Order Misprint
Question: Our customer recently received his order of checks. He noticed that some are his, but some are for someone else who has the same first name and a last name beginning with the same letter. The other person is in another state. We contacted the check company and they said they would notify the other customer, but in the meantime checks are coming in to our bank on our customer's account that are written and signed by the other person. What should we do?
Answer: Get a list of outstanding checks from your customer, and immediately close the account. Open another in your customer's name, and provide him/her with free checks, and then make sure operations knows which of the old outstanding checks that were written by your customer should be charged to the new account when they come in and non-post. Wouldn't hurt to let your return items people know too, so they don't bounce the wrong ones.
This is a public relations and customer service problem that needs special attention. Though the fault lies with the check printing company, unfortunately the financial institution gets blamed! You need to go out of your way to accommodate that customer. If any of his own legitimate checks bounced, you'll need to refund any service charges, and, if necessary, write letters on his behalf notifying the payees that the checks were returned in error.
Copyright © 2004 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 14, No. 5, 7/04
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