Account Administration and Servicing. Providian will be responsible for all Cardholder customer-service and record-retention requirements relating to the processing of Cards and Accounts, including but not limited to Cardholder-initiated calls, Account statements (both on paper and electronic) and online customer service. Providian will bear all costs of administering Accounts, except as otherwise provided under this Agreement. PayPal will not accept payments on Accounts nor accept billing-error notices under the Fair Credit Billing Act (Regulation Z) from Cardholders and instead will promptly forward them to Providian via first-class mail or, at Providian's request, via overnight courier. If any Cardholder incorrectly makes a check, money order, draft, or other form of payment for an Account payable to the order of PayPal rather than to the order of Providian or its agents, PayPal hereby expressly authorizes Providian to endorse the item on PayPal's behalf and to credit the payment to the appropriate Account. Providian will substantially adhere to the customer performance standards as set forth on Exhibit A. Providian conducts reviews of its corporate wide customer service performance standards and will share these reviews with PayPal on a regular basis. Providian and PayPal will cooperate to develop procedures and a service level agreement ("Service Level Agreement") regarding the referral of Cardholders who contact a party concerning a claim, complaint, dispute or request for information regarding the other party. PayPal will refer to Providian customer service in accordance with such procedures any Cardholders who contact PayPal concerning a claim, complaint, dispute or request for information regarding Providian, Accounts or Cards.
Account Administration and Servicing
