Associates must begin the dispute process immediately upon receiving notification from a client regarding a wire dispute. Clients have 180 days from when the wire occurs and the Reg E disclosure is given to the client, to dispute the transaction.
For disputes older than 180 days from the date of availability indicated on the Reg E disclosure and receipt, advise the client that the dispute will be filed. Explain, however, that since it is outside of the 180 day requirement, it is unlikely that we will able to collect on this transaction or provide credit. Clients will receive a letter detailing the outcome of the dispute.
To complete an EFT error resolution for a consumer wire dispute, do the following:
- When contacted by the client, identify the client with one of the following:
- Identifying clients in person
- Identifying clients over the phone
- In Xperience > Customer & Account Inquiry.
- Search by client name, account number, Client Information File (CIF), or Tax Identification Number (TIN).
- Click Related Functions >History.
- Review the account history to determine if the wire has been processed.
- Work with the client to complete all necessary fields on the Foreign Wire Transfer Error Resolution Form. For questions on completing the form, contact Call Me Direct at Ext. 397100.
- Scan and email the form and any additional supporting documents to yourself as a PDF.
- In Xperience > CRM / Synapsys.
- Create the following service event: TR-TR & FP-Error Resolution.
- Click +Attachments.
- Click Add New.
- In the Caption field, enter Foreign Wire Transfer Error Resolution form.
- In the Description field, enter Additional Docs.
- In the File field, click the ellipsis
to access the saved file from your desktop. - Use the Security drop-down arrow to choose Anyone.
- Click Submit.
- Click Save/Save and Submit the service event to TR & FP.
If the wire has not yet been processed, Electronic Services can delete the wire. See Correcting or Cancelling Wires after Submitting for more information.