Skip to content
BOL Conferences
Thread Options
#1172470 - 04/29/09 05:50 PM Undeliverable emails and estatements
Terry Offline
Junior Member
Joined: Nov 2007
Posts: 25
We hope to be offering e-statements to our customers within the next two months. I have found conflicting information related to returned emails containing a customer's statement. If we are 'pushing' statements to our customers and we receive a message that the email was undeliverable, what action, if any, is required on our part? Thank you for the clarification.

Return to Top
eBanking / Technology
#1172487 - 04/29/09 05:55 PM Re: Undeliverable emails and estatements Terry
Lu Offline
Platinum Poster
Joined: Apr 2002
Posts: 597
We try to contact the customer. If unsuccessful then we switch them to a paper statement.
_________________________
"If you only laugh and enjoy life when your problems are all solved, you'll never enjoy life."

Return to Top
#1172510 - 04/29/09 06:14 PM Re: Undeliverable emails and estatements Lu
BrendaC Offline
Power Poster
BrendaC
Joined: Sep 2001
Posts: 6,029
Sweet Home AL
Your customer agreement should specifically outline what steps you will take. Do you get more than one email address and attempt to use one of the others? Do you automatically revert to paper? Will it affect only the statement being mailed or all other statements/notices to the email address?

Once you determine exactly what you want to do, be sure to update your E-statement agreement.
_________________________
Life without Jesus is like an unsharpened pencil - it has no point.

Return to Top
#1172552 - 04/29/09 06:41 PM Re: Undeliverable emails and estatements BrendaC
John Burnett Offline
10K Club
John Burnett
Joined: Oct 2000
Posts: 40,086
Cape Cod
There is, however, no requirement in the regulation that you react in one way or another. Brenda has given you an excellent example of a best practice. But there is no longer any established rule on what to do if estatement emails are bounced, any more than there is a specific rule that tells you what must be done with undeliverable paper statements.
_________________________
John S. Burnett
BankersOnline.com
Fighting for Compliance since 1976
Bankers' Threads User #8

Return to Top
#1172791 - 04/29/09 08:45 PM Re: Undeliverable emails and estatements John Burnett
Andy_Z Offline
10K Club
Andy_Z
Joined: Oct 2000
Posts: 27,748
On the Net
The key in John's answer is "there is no longer." There was a requirement so researching this you could get the pre-Oct 2008 rule.

One key is to require and encourage a change of address process and the other is to re-try that address. When email bounces because a box was full, someone may have sent them a huge movie clip that is now downloaded.
_________________________
AndyZ CRCM
My opinions are not necessarily my employers.
R+R-R=R+R
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell

Return to Top
#1220496 - 07/22/09 03:48 PM Re: Undeliverable emails and estatements Andy_Z
P*Q Offline

Power Poster
P*Q
Joined: May 2001
Posts: 8,458
Somewhere
So we have our e-statement customers go to our on-line banking site in order to pull their statement, so all we're sending is an e-mail that says "your statement is ready, etc, etc". If this e-mail bounces back, we are not required to send them their statement in paper format? It doesn't mean the customer can't still have access to their on-line statement just b/c their e-mail bounced back, right?

Return to Top
#1221225 - 07/23/09 03:39 PM Re: Undeliverable emails and estatements P*Q
P*Q Offline

Power Poster
P*Q
Joined: May 2001
Posts: 8,458
Somewhere
Anyone have any thoughts on my question above?

Return to Top
#1221378 - 07/23/09 04:58 PM Re: Undeliverable emails and estatements P*Q
Richard Insley Offline
10K Club
Richard Insley
Joined: Oct 2000
Posts: 10,179
Toano, VA
Originally Posted By: Pizza Queen
If this e-mail bounces back, we are not required to send them their statement in paper format?

Unless your contract or state law requires you to deal with bounced email notifications, then you can ignore them. To the extent it's appropriate and sensible, I'd follow the same procedure (if any) you have for returned U.S. Mail.

This ill-advised requirement existed ONLY in the now-repealed "E-Regs" issued by the Fed in 2001.
_________________________
...gone fishing.

Return to Top
#1221421 - 07/23/09 05:45 PM Re: Undeliverable emails and estatements Richard Insley
P*Q Offline

Power Poster
P*Q
Joined: May 2001
Posts: 8,458
Somewhere
Thank you Richard.

Return to Top
#1222749 - 07/27/09 02:13 PM Re: Undeliverable emails and estatements P*Q
gonetobeach Offline
100 Club
gonetobeach
Joined: May 2004
Posts: 132
near Dallas
Pizza Queen,

We don't unenroll the customer from online banking so they do have access to their statement online. We do have this staement in our eStatement Services addendum:

You agree to provide us a correct email address that will be used to deliver email notifications from the Service. You agree that we will be deemed to have acted reasonably if in the event an email notice to your email address is undeliverable, we will attempt to resend the e-mail notice one additional time. You understand and expressly agree that if the second attempt fails, you may be un-enrolled from the Service and you will begin receiving paper statements with your next statement cycle.

Return to Top

Moderator:  Andy_Z