How long should we keep typical complaint letters?
Our teller accepted a check for deposit that had been mobile deposited by our customer at another bank two weeks earlier. The check was returned to us due to duplicate payment. Our customer’s account is closed. Can we collect from the bank that took the mobile deposit?
We just learned our customer is deceased; he passed 4 months ago. It’s a sole-owner account. The account has a small balance, but we’ve been contacted by an insurance company saying that we have to return the last 3 payments because payments should have ceased when the customer died. Returning these will overdraw the account, and we likely will have to return funds for SSI payments too. Do we have to comply with the insurance company?
Our customer closed their sole-owner account last week; he has another account with us, but it’s a joint account. Today we received a VA benefits payment to the old account. Should we put the funds into the other account?
I have heard that business accounts do not fall under Reg E. How does this apply to internet banking and what about a business account that is a sole proprietorship?
Does the ACH Rules cover every type of situation where a customer wants to return an entry?
We received a Notice of Reclamation for a customer who we know for certain is actually still alive. The reclamation is for $1,800. What do we do?
Don’t the ACH Rules govern all aspects of ACH processing and liability?
Do you recommend having scripts to respond to complaints received over the phone and do you recommend taping the conversations?
I’ve always heard the bank president should reply to complaints. Why is it best for the president to do this?