Dispute Procedures
Clients may, at times, dispute the accuracy of a transaction claiming all or some portion of the transaction is inaccurate. These disputes can occur on the same day or several days later and will ALWAYS require some level of inquiry to be followed based on the Disputed Amount.
To ensure consistency in every office, a guideline grid has been developed to give a step by step process in handling these disputes based on dispute amount and when the transaction occurred. The grid directs the Client Experience Manager (CXM) in making the appropriate discretionary decision based on the findings.
This process is NOT to be used for disputes associated with EFT or ATM transactions.
To dispute a teller transaction, do the following:
- Refer to the Dispute Grid to determine the appropriate Process to Follow.
- Complete ALL additional supporting documents in their entirety:
- Scan all completed documents to _SupportU.
- Upon receipt of the original Transaction Dispute Investigation Form and supporting documents, the Retail Support team does the following:
- Sends a return e-mail acknowledging receipt of the transaction dispute and, if needed, a request for additional supporting documents.
- Reviews all documents provided and, if appropriate, give the client provisional credit within 3 business days of receipt of the dispute.
- Completes the final resolution within 10 business days of receipt of the dispute and, if appropriate, reversal of a provisional credit is completed.
- Retail Support forwards all appropriate documents as well as a Final Assessment to the following:
- CXM
- Regional Experience Manager (RXM)
- HR Consultant
- HR Risk Manager
- SVP, Corporate Security
- Retail Office Delivery Manager
- Retail Support Manager
Dispute Grid
CLIENT DISPUTE OCCURRED ON THE SAME DAY AS TRANSACTION
(Not for EFT or ATM Transaction Disputes)
| AMOUNT OF DISPUTE | DISCRETIONARY APPROVAL | PROCESS TO FOLLOW |
|---|---|---|
| $100 or Less, regardless of whether the teller is over, short, or in balance after the drawer is counted. | CXM OR LT have discretionary approval to credit client for the full disputed amount up to $100 |
Teller Drawer must be counted. Drawer Over: - Accept the outage. Process a cash in with an Over/Short GL XXX 560420 6315 000 Credit documenting the details. - Debit the Over/Short GL for the disputed amount and a Credit Memo to Client account OR Miscellaneous cash out transaction if giving cash to the client. Drawer NOT Over: - Complete an Other Cash Loss GL XXX 560400 6315 000 debit with a Credit Memo to Client account OR Miscellaneous cash out transaction if giving cash to the client. |
|
Piece Count reflects an OVERAGE for the exact amount as the Disputed Amount |
CXM OR LT have discretionary approval to credit client for the complete disputed amount. |
Teller Drawer must be counted and any OVERAGE credited to Over/Short. - Debit Memo to Over/Short GL XXX 560420 6315 000 for the Disputed Amount, documenting details of dispute. - Credit Memo to Client account OR Miscellaneous Cash Out Transaction if giving cash to the client. - IF Disputed Amount is $2000 or more, you must perform a Cash Count Audit on the specific Teller Drawer and follow the Cash Outage Reporting Procedures. |
|
Disputed Amount Differs from Teller OVERAGE by $100 or Less EX 1: Client Dispute Amt is $250 and the Teller Drawer is OVER $150 EX 2: Client Dispute Amt is $2000 and the Teller Drawer is OVER $2100 |
CXM OR LT have discretionary approval to credit client for the disputed amount. |
- Teller Drawer must be counted and any OVERAGE credited to Over/Short. - Debit Memo to Over/Short GL XXX 560420 6315 000 for the Disputed Amount, documenting details of dispute. - Credit Memo to Client account OR Miscellaneous Cash Out Transaction if giving cash to the client. - IF Disputed Amount is $2000 or more, you must perform a Cash Count Audit on the specific Teller Drawer and follow the Cash Outage Reporting Procedures. |
|
No Teller OUTAGE and Disputed Amount is More than $100
OR Dispute Amount Differs from Teller OVERAGE by More than $100 EX 1: Client Dispute Amt is $200 and the Teller is not out of balance EX 2: Client Dispute Amt is $2500 and the Teller Drawer is OVER $2100 |
CXM OR LT does NOT have discretionary approval to credit client. An investigation is required to determine the validity of the dispute for all disputes exceeding $100 when there is either no teller outage or if the difference between the disputed amount and teller outage exceeds $100. |
- Teller Drawer must be counted and any OVERAGE credited to Over/Short. - Complete Affidavit of Transaction Dispute. - Complete Transaction Dispute Investigation form. - Retrieve original transaction which may include checks, cash in or cash out ticket, etc. and pull from the scanned work. If original transaction ticket has been destroyed, a copy of the front and back of all items are to be obtained from eVision. - Access the DVR will review video for the period of time the transaction occurred and obtain images to assist with the investigation of the transaction dispute. ICS’s also have access to DVR video equipment and can assist in obtaining images. Never release any video to law enforcement without approval from the HR Physical Security Officer. - Scan the Transaction Dispute Investigation Form, Affidavit of Transaction Dispute, a copy of the front and back of the original item or from eVision, video images and any other supporting documentation and email to _SupportU and cc your Human Resources Consultant. - Forward all originals and/or copies to Retail Support via interoffice mail. - IF Disputed Amount is $2000 or more, you must perform a Cash Count Audit on the specific Teller Drawer and follow the Cash Outage Reporting Procedures. |
CLIENT DISPUTE OCCURRED ON A DIFFERENT DATE AS TRANSACTION
(Not for EFT or ATM Transaction Disputes)
| AMMOUNT OF DISPUTE | DISCRETIONARY APPROVAL | PROCESS TO FOLLOW |
|---|---|---|
|
$100 or Less, regardless of whether the teller was over, short or in balance on the transaction date. |
CXM OR LT have discretionary approval to credit client $100 or less. |
- Review teller balance tape and over/short GL for OVERAGE written off on the date of the transaction. - Debit Memo to Over/Short GL XXX 560420 6315 000 for the Disputed Amount, documenting details of dispute and recovery for OVERAGE on the date of the transaction. - Credit Memo to Client account OR Miscellaneous Cash Out Transaction if giving cash to the client. |
|
Disputed Amount Matches Teller OVERAGE on the original date of the transaction |
CXM OR LT have discretionary approval to credit client for the complete disputed amount. |
- Review teller balance tape and over/short GL for OVERAGE written off on the date of the transaction - Debit Memo to Over/Short GL XXX 560420 6315 000 for the Disputed Amount, documenting details of dispute and recovery for OVERAGE on the date of the transaction. - Credit Memo to Client account OR Miscellaneous Cash Out Transaction if giving cash to the client. - IF Disputed Amount is $2000 or more, you must perform a Cash Count Audit on the specific Teller Drawer and follow the Cash Outage Reporting Procedures. |
|
Disputed Amount Differs from Teller OVERAGE by $100 or Less EX: Client Dispute Amt is $420 and the Teller Drawer is OVER $399 |
CXM OR LT have discretionary approval to credit client for the disputed amount. |
- Review teller balance tape and over/short GL for OVERAGE written off on the date of the transaction - Debit Memo to Over/Short GL XXX 560420 6315 000 for the Disputed Amount, documenting details of dispute and recovery for OVERAGE on the date of the transaction. - Credit Memo to Client account OR Miscellaneous Cash Out Transaction if giving cash to the client. |
|
No Teller OUTAGE and Dispute Amount is More than $100 OR Dispute Amount Differs from Teller OVERAGE (on date of the original transaction) by More than $100 EX 1: Client Dispute Amount is $200 and the Teller is not out of balance
EX 2: Client Dispute Amount is $2500 and the Teller Drawer is OVER $2100 |
CXM OR LT does NOT have discretionary approval to credit client. An investigation is required to determine the validity of the dispute for all disputes exceeding $100 when there is either no teller outage or if the difference between the disputed amount and teller outage exceeds $100. |
- Review teller balance tape and over/short GL for OVERAGE written off on the date of the transaction. - Complete Affidavit of Transaction Dispute. - Complete Transaction Dispute Investigation form. - Retrieve original transaction which may include checks, cash in or cash out ticket, etc. and pull from the scanned work. If original transaction ticket has been destroyed, a copy of the front and back of all items are to be obtained from eVision. - Access the DVR will review video for the period of time the transaction occurred and obtain images to assist with the investigation of the transaction dispute. ICS’s also have access to DVR video equipment and can assist in obtaining images. Never release any video to law enforcement without approval from the HR Physical Security Officer. - Scan the Transaction Dispute Investigation Form, Affidavit of Transaction Dispute, a copy of the front and back of the original item or from eVision, video images and any other supporting documentation and email to _SupportU Group and cc your Human Resources Consultant. - Forward all originals and/or copies to Retail Support Group via interoffice mail. - IF Disputed Amount is $2000 or more, you must perform a Cash Count Audit on the specific Teller Drawer and follow the Cash Outage Reporting Procedures. |