Error Resolution Procedures for Consumer Accounts Sample Clauses

Error Resolution Procedures for Consumer Accounts. A. In Case of Errors or Questions About Your Electronic Transactions Send us an email at xxxx@xxxxxxxxxx.xxxx or call us at 678‐385‐0800 You may also write us at: PromiseOne Bank 0000 Xxxxxxxx Xxxx Xx Xxxxxx, GA 30096 Contact us immediately if you think:  Your statement or transaction record is wrong  You need more information about a transaction listed on your statement  An unauthorized person has discovered your Online Banking passcode  Someone has transferred or may transfer money from your account without your permission We must hear from you no later than 60 days after we have sent the FIRST statement on which the problem or error appeared (or 90 days if the problem or error relates to a transfer from an account maintained at another financial institution). If you tell us verbally, we may require you to send us your complaint or question in writing or via email within ten (10) business days (Online Banking customers may use secure online mail). When you contact us, please provide the following information:  Your name and account number  The date and dollar amount of the transaction in question  The name of the Payee if the transaction in question is a xxxx payment  The transaction number assigned by Online Banking, if available  A description of the transaction about which you are unsure Please explain as clearly as you can why you believe there is an error or why you need more information. We will determine whether an error occurred within 10 business days after we hear from you, and we will promptly correct any error we have made. If we need more time, however, we may take up to 45 days to investigate your complaint or question. In this case, we will provisionally credit your account within 10 business days for the amount you think is in error, so that you have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing, and we do not receive your letter in 10 business days, we reserve the right not to provisionally credit your account. For errors involving new accounts, we may take up to 90 days to investigate your complaint or question and up to 20 business days to provisionally credit your account. We will tell you the results within 3 business days after we complete our investigation. If we conclude there was no error, we will send you a written explanation. You may request copies of the documents that we used in our investigation.
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