When a client reports missing correspondence and/or bank statements, do the following:

1. Obtain valid primary identification from the client. 
2. Verify the client’s mailing address and physical address in the system. Update if necessary.
3. If an address has changed, complete this Synapsys service event: 
   1. In Xperience click Customer & Account Inquiry.
   2. Enter the client's name, CIF, or TIN, and click Search.
   3. Click Related Functions > CRM.
   4. Click New Event/Activity > New Event > Service Session.
   5. Click Deposit Services > DS – Address Maintenance.
   6. Click OK.
   7. Complete the appropriate fields.
   8. Click Save > Save & Submit.
4. Provide copies of the missing statement or bank correspondence to the client at no charge.
5. Offer E-statements through Capital City Online Banking to the client. 
6. Review the client’s account activity for evidence of fraud.  
7. If needed, complete one or more of the following:
   • Error resolution
   • Affidavit of Forgery
   • Affidavit of Unauthorized Paper Draft
8. If fraud is evident, do the following:
   1. Close the account (in office or by phone).
   2. Open a new account.
   3. Create the following Synapsys service event: 
      1. In Xperience click Customer & Account Inquiry.
      2. Enter the client's name, CIF, or TIN, and click Search.
      3. Click Related Functions > CRM.
      4. Click New Event/Activity > New Event > Service Session.
      5. Click Deposit Services > DS - Closed Account – Fraud.
      6. Click OK.
      7. Complete the appropriate fields. 
      8. Click Save > Save & Submit
   4. Follow the Close Account – Fraud procedures. 
9. If the client's identity has been stolen or if you suspect it has been, see Handling Identity Theft. 

When returned mail or other bank correspondence is returned to the office (for example: thank you card), do the following:

1. Verify the mailing address with the client's CIF address and account level address. 
2. Correct any spelling or typing errors in the correspondence and mail correspondence again. 
3. Contact the client to verify the address on the system if it matches the incorrect address on the returned mail. Update the CIF if necessary.
4. If the client provides a new address, create a Synapsys service event to update the address.
   1. In Xperience click Customer & Account Inquiry.
   2. Enter the client's name, CIF, or TIN, and click Search. 
   3. Click Related Functions > CRM.
   4. Click New Event/Activity > New Event > Service Session.
   5. Click Deposit Services > DS - Address Maintenance.
   6. Click OK.
   7. Complete the appropriate fields.
   8. Click Save > Save & Submit. Note: The client receives notices mailed to the existing address and to the new address to verify the change of address.
5. If the address on the system and the address verified by the client are the same incorrect address or if contact with the client was not successful, do the following:
   1. Complete the ID Verification Red Flag Discrepancy form.
   2. Email the ID Verification Red Flag Discrepancy form along with the returned mail to_Transactional Risk & Fraud Prevention.