No value judgments here: If any balance that you provide on your Telephone Response Unit (sometimes called a Voice Response Unit) includes the customer's ODP protection cushion, the Guidelines suggest that you separately identify their actual (non-cushioned) balance and clearly identify which is which. If you do provide the "padded" balance, you need to add to the message the fees that can be charged on an overdraft (not just the one-time fee, but include any other overdraft fees like "interest" or charges for remaining OD more than X days, etc.; PLUS you need to tell the customers how quickly they are expected to "cure" the overdraft.
John S. Burnett
Fighting for Compliance since 1976
Bankers' Threads User #8