How do you deal with e-statements that are undeliverable that bounce back to the bank unopened?
We have a customer who has filed 54 fraud disputes and almost everything was bought online for the past sixty days. We have researched the past statements for one year and they show purchases made each month and all returned to the stores. We know the customer is buying things and then returning them all and the statements have four pages of just credit from returned purchases each month. We believe the customer is just trying to get out of the charges since they are overdrawn more than $500. The customer already informed a teller they are closing the account once they get the provisional credit. What can we do since we are pretty sure all the receipts from VISA will come back as delivered and will be denied? We are talking about over $1700 worth of online purchases.
If an online banking customer is not opening their e-statements do we have to start sending them paper statements?
We have e-banking customers who do not want to get a paper or email statement because they view their account history online. Are we out of compliance if we stop sending email or printed statements?
We have changed our e-statement format from HTML to PDF. Should we have notified our customers of the change?
We are going to start converting customers to an e-statement program. From what I can tell the only compliance issue is with the disclosure of e-statement viewing procedures and notification. When contacting our customers by phone we are verifying identity and signing them up for electronic statements. Do we need an actual signature on file?
Is there a requirement in any regulation that would require a paper statement be sent to a customer after a "bounced e-statement" if you don't get a valid email address in a certain period of time? We will try to contact the customer and get a valid email address when we get a "bounce" on estatements. Statements are also available for viewing for 60 days through online banking sign-on.
Where can I get information on compliance related to emailed DDA/SAV statements? We need to know if the customer has to pick up the email in a certain number of days.
We are considering making e-statements available to our customers. What compliance issues do we need to be address?
If an electronic statement is undeliverable to the email address provided by the customer, is the bank required to forward them a paper statement? Is there any liability on the bank if the customer does not receive their statement?