ONLY TRANSACTION INFORMATION for the merchant calling can be provided. For example:

• "Yes, the funds are available at this time"
• "No, the funds are not available at this time"
• "This account is closed"

If ACCOUNT SPECIFIC information is requested, even if the client is on the line, you CAN NOT provide this information. See Verification of Deposit tab.

* Verification of deposit requests must be submitted by e-mail to verification@ccbg.com or mail and require a $10 service fee for processing.

** If a client calls for funds verification of a check with a merchant on the call as well, the client MUST be verified with a PAC instead of the Inquiry ID Code for security reasons. Verify with the client that it is OK for you to speak with the merchant, on their behalf, regarding the check item(s) they are inquiring about. 

*** If a client calls to verify if an ACH payment will clear or has cleared with the merchant on the line, the client MUST be verified with a PAC instead of the Inquiry ID Code for security reasons. Verify with the client that it is OK for you to speak with the merchant, on their behalf, regarding the transaction for that SPECIFIC merchant only. Also, BE SURE TO ASK if the client called the merchant or whether the merchant called the client before assisting.  

 

When a merchant calls with the client on the line to verify funds for an ACH payment, do the following:

1. Verify the client with a PAC instead of the Inquiry ID Code for security reasons. 
2. Ask the client if they called the merchant or whether the merchant called the client before assisting.    
   1. If the merchant called the client and encouraged them to call Capital City Bank, WE WILL NOT ASSIST.  There is no guarantee that the merchant is not a fraudster.  
   2. If the client called the merchant, and they are calling us for verification/confirmation of funds, verify with the client that it is OK for you to speak with the merchant, on their behalf.
3. Ask the caller to provide the information for the transaction.  
   1. We MAY ONLY assist with transactions for the specific merchant on the line.  Ex: Commenity Bank may only ask about recent Commenity Bank ACH transactions.  
4. Review the Available Balance to see if the check would pay right now.
5. Respond to the inquiry accordingly:
   • "Yes, I see the requested ACH transaction, the funds are available at this time/it will pay."
   • "No, I do not see the requested ACH transaction.  The funds are not available at this time/it has not been paid"
   • "This account is closed"
6. DO NOT provide verification on any other information (for example: address, telephone number, account balance, recent deposits, account closed date or account numbers).

When an individual, merchant, or another financial institution calls to verify funds for an account, do the following:

1. Ask the caller to provide the following information from the check presented:
   1. Client's account number 
   2. Amount of the check
   3. Check number
   4. Name on or Maker of the check
2. In Xperience > Customer & Account Inquiry, enter the account number.
3. Review account history to verify the check number corresponds to recently paid checks.
   • DO NOT verify funds without verifying the check number in the account history.
   • If the check number is NOT within the expected range of check numbers in the account history, advise the caller to bring the check to a local office for verification.
4. Review the Available Balance to see if the check would pay right now.
5. Respond to the inquiry accordingly:
   • "Yes, the funds are available at this time"
   • "No, the funds are not available at this time"
   • "This account is closed"
6. DO NOT provide verification on any other information (for example: address, telephone number, account balance, recent deposits, account closed date or account numbers).
   • Written authorization from our client is required for additional information requests.

A Verification of Deposit is when a merchant calls to verify deposit information, such as client's account number, account type, account status (open or closed), account holder information, current balances, or account history.

Merchants may include payday loans, other financial institutions, mortgage companies, medical, or public assistance or credit card agencies.

Verification of Deposits must be completed by e-mail to verification@ccbg.com or mail and there is a $10 fee charged to the client's account for this service. 
 

When a call is received to verify funds for an official bank check, do the following:

1. Ask for the callers name and the name of the company they represent.
2. Obtain the following information from the caller:
   1. 10 digit account number on the official bank check
   2. To whom is the check payable
   3. Date of the check
   4. Amount of the check
   5. Check number
3. In Xperience > Customer & Account Inquiry, enter the account number.
4. Review account history to verify the check number corresponds to recently paid checks.
   • Has the check already cleared for the same amount the caller is stating?
   • Do you see the deposit "credit copy" of the item posting in the account?
5. Verify that a stop payment has not been placed on the check.
6. Enter one of the following:
   • Money Order Account - 0131650411
   • Cashier's Check Account - 0100005811
7. Select Positive Pay from the banner message or go to Related Functions > ARP/Positive Pay Inquiry.
   1. If the account on the check being verified is NOT on Positive Pay and it is not a valid item or appears to counterfeit, ask for the payee's name and respond by saying:
      1. “The check you have appears to be fraudulent. We recommend you contact local law enforcement. Please scan a copy of the check and e-mail it to reportfraud@ccbg.com.”
      2. If they are unable to e-mail a copy of the check, e-mail _Transactional Risk & Fraud Prevention and include the following information:
         1. Account number
         2. Check number
         3. Amount
         4. Payee
         5. Maker of the check
         6. Any additional information provided by the caller
8. Choose Additional Functions.
9. Select ARP/Positive Pay Items.
10. Input check # in the box FROM/TO.
11. Click Enter.
12. The item will be highlighted and will state if it has cleared, has had a stop payment, or stale date.
    • If there is a stop on the item being presented by the caller, inform then that a stop payment has been placed.
    • DO NOT release any other information
13. If the official check being presented is a valid item, respond to the inquiry by saying:
    • "Yes, the funds are available at this time"
    • "No, the funds are not available at this time"
    • “This account is closed or not active”

For a second opinion ONLY, contact an Accounting Reconciliation Specialist in Financial Accounting.