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#2088282 - 07/15/16 03:51 PM Error Disputes and complaint tracking
OPope Offline
Member
Joined: Nov 2015
Posts: 67
I'm being told by our CCO that when we log complaints that any Reg E error disputes should be logged as a complaint. Argument is that it meets the definition of customer dissatisfaction. Also, any call received in the contact centers should be listed because a customer would not call if everything was okay. They must be dissatisfied or they would not take the time to call.
Would like to hear what other banks track on their complaint logs.

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#2088303 - 07/15/16 04:24 PM Re: Error Disputes and complaint tracking OPope
happyauditor Offline
Platinum Poster
happyauditor
Joined: Nov 2004
Posts: 809
NY
We do not log Reg E error disputes as complaints. However, if a customer made a complaint about how their Reg E dispute was handled by our bank, then that would be logged as a complaint.
Last edited by happyauditor; 07/15/16 04:26 PM.
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#2088418 - 07/15/16 09:15 PM Re: Error Disputes and complaint tracking OPope
Amandak Offline
Member
Joined: Jul 2013
Posts: 80
Wisconsin
We do the same as Happyauditor

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#2089012 - 07/20/16 06:33 PM Re: Error Disputes and complaint tracking OPope
CompliantOkie Offline
Gold Star
CompliantOkie
Joined: Dec 2013
Posts: 423
OOOOOOklahoma
We also do the same as Happyauditor. I cannot imagine adding every single Reg. E claim to our complaint log. It would be burdensome and may hide other legitimate issues.

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#2089662 - 07/25/16 03:06 PM Re: Error Disputes and complaint tracking CompliantOkie
Breeco Offline
Member
Breeco
Joined: Aug 2014
Posts: 95
Nebraska
Same as happyauditor.

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#2089696 - 07/25/16 04:33 PM Re: Error Disputes and complaint tracking OPope
Elwood P. Dowd Offline
10K Club
Elwood P. Dowd
Joined: Aug 2001
Posts: 21,939
Next to Harvey
Assuming that you use a log to monitor alleged "unauthorized transfers" under Regulation E, commingling them with sundry complaints on unrelated topics would basically make it difficult to monitor them. There is a very strong argument for keeping them separate because their handling is governed by regulation.
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#2089754 - 07/25/16 06:16 PM Re: Error Disputes and complaint tracking OPope
Beachbum, CRCM Offline
Gold Star
Joined: Dec 2006
Posts: 482
Knee Deep in Regs
Same as Happyauditor.
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