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#1096716 - 12/12/08 09:02 PM Help - Lost Statements
Anonymous
Unregistered

It appears that close to 100 statements were lost between our remote processor and the post office.

The processor claims that the statements were delivered to the PO, however customers are calling-up saying they have not reveived them (mostly commercial accounts). They are following up with the PO.

Has anyone encountered this type of issue before? What are the notification requirements?

Any guidance would be appreciated.

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#1097019 - 12/13/08 06:49 PM Re: Help - Lost Statements Anonymous
Retired DQ Offline
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Retired DQ
Joined: Dec 2002
Posts: 40,766
Turnpike Exit 10
I would send them a notice of possibly identity theft. If you PM me your email address, I can send you the letter we send out in cases of data compromise.
_________________________
Get your facts first, then you can distort them as you please. - Mark Twain

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#1098016 - 12/16/08 05:52 PM Re: Help - Lost Statements Retired DQ
BrendaC Offline
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BrendaC
Joined: Sep 2001
Posts: 6,029
Sweet Home AL
If possible, flag these accounts on your system ASAP and ensure your employees know to exercise extreme caution when dealing with these customers over the phone to protect these accounts.
_________________________
Life without Jesus is like an unsharpened pencil - it has no point.

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#1099190 - 12/17/08 11:57 PM Re: Help - Lost Statements BrendaC
BurntSienna Offline
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Joined: Aug 2006
Posts: 2,407
Midwest
Does your bank have an Incident Response Policy with precise guidelines outlining notification to customers of potential security breaches? GLBA requires specific information to be provided to your customers, including certain phone numbers and web sites for information on identity theft (see GLBA or your policy for details). I would err on the side of caution and assume the worst - notify your customers immediately, flag the accounts and retrain EVERY employee on safeguarding the accounts as best you can. You may also want to study the costs of providing these 100 accounts some type of monitoring for a year or so.
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"Gratitude makes sense of our past, brings peace for today, and creates a vision for tomorrow." - Melody Beattie

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