Upon receiving notice from a client regarding a lost safe deposit box key, do the following:

1. Complete the Vault Entrance Log with the following information:
   1. Date
   2. Time
   3. Comments section 
      • Box number
      • Client last name
2. Obtain the client file from the safe deposit storage cabinet.
3. Place a red flag on the file to note that 1 key has been lost.
4. If the client is concerned that the key may have been stolen and may be used in an effort to gain unauthorized admission, strongly encourage the client to surrender the box following our normal procedures for closing a box with only one key.
5. If the client chooses to keep their current box, complete an Affidavit for Lost Safe Deposit Key.
6. Place the completed affidavit in the client's Safe Deposit Box file.

Upon receiving notice from a client regarding 2 lost safe deposit box keys, do the following:

1. Complete the Vault Entrance Log with the following information:
   1. Date
   2. Time
   3. Comments section 
      • Box number
      • Client last name
2. Obtain the client file from the safe deposit storage cabinet.
3. Place a red flag on the file to note that both keys have been lost. 
4. Advise the client that the box must be drilled and that fees for the drilling service are applied to their account and collected at the time the box is drilled. 
5. Notify the Internal Control Specialist of the need to schedule the locksmith. 
   • Clients are NOT authorized to select the locksmith.
6. Once you receive approval from the Internal Control Specialist, schedule an appointment with the locksmith and the client. 
   • The client must be present at the drilling.
   • The associate must stay in the vault with the locksmith and client at all times.
7. Locksmith Requirements
   1. A locksmith must perform the box drilling in the presence of an authorized safe deposit box associate and the client.
   2. Complete the Vault Entrance Log entry and obtain signatures from the locksmith, client, and authorized safe deposit box associate on the entry log.
   3. If the locksmith is also a CCB associate, they must serve as the locksmith only and cannot be counted as the authorized safe deposit box associate.
8. Complete Vault Entrance Log and obtain signatures from the locksmith, client, and associate.
   • Comments: Indicate the box was drilled
9. If the locksmith can provide a replacement lock for the box, the client may keep the current box.
10. If the locksmith cannot provide a replacement lock, the current box must be closed and a new box rented and contents transferred to the new box. 
    1. Obtain the client’s signature in the Surrender section of the contract on page 2
    2. Open a new Safe Deposit Box for the client 
    3. Create a new client file corresponding with the new box
11. See the Other Services and Fees brochure to charge the appropriate box drilling fee.
12. Collect the box drilling fee when the box drilling is performed.
13. Complete Safe Deposit Box Rent Income General Ledger account XXX 460360 6315 000.
14. Process the transaction in the teller's work.
15. If a new box rental is required, place the original closed lease contract, access card, and all supporting documents along with a Closed Safe Deposit Box Cover sheet with the daily work for imaging.