Refund Fee Codes

Decision-making Process

As a general rule, Capital City Bank only refunds fees due to a bank error or as a one-time client courtesy. You can make exceptions, however. Use the the following sections to help you decide whether or not to return OD/NSF fees, beginning with these three statements:

• Refund NSF fees to build client relationships. 
• Use your best judgment. 
• Provide exceptional client service while minimizing the amount of the refund. 

Refund Reasons (Definition and Source Codes)

• One-time Client Courtesy (NA/ND): You can use this reason one time for the life of the account due to client misunderstanding of policy/procedure/process or client error. Thoroughly explain the process so that the client understands to avoid that behavior. Add a message to the account with a brief description using a 6-month expiration date.
• To view ALL fee refunds done during the life of the account: In Xperience, click on Related Functions in the top right corner then choose Waived Fees Inquiry  
• Bank Error (NB/NE):  Do not use this code for any other reason than valid bank error or associate error.
• Fraud (NC/NF):  Do not use this code for any other reason than valid fraud transaction.
• Merchant Error (OS/OT): Do not use this code until the merchant has processed a credit to correct the merchant error.
• One-Time Relationship (OU/OV): You can use this reason one time for the life of account due to client relationship based on one of the following criteria: 
  • $8,000 or more on deposit in relationship (includes LLC and sole proprietorship)
  • Current loan relationship with a minimum balance of $5,000 in good standing
  • Significant debit card activity (5 or more in past week or 20 in the month)

Qualifiers and Limitations 

• The refund + client deposit must bring the account to a positive balance (the account cannot remain overdrawn if the refund is made). 
• The maximum amount of a one-time courtesy refund is a full refund (one fee incurred) or 50% of the total fees incurred, up to $250.00.
• When negotiating a one-time relationship refund, offer to split the total fees in half, up to $250.00. Only refund the full amount as a last resort, up to $250.00.

Escalation Process

If you need to escalate the client's request, do the following:

1. If a client does not qualify for a refund and refuses to accept no for an answer, follow your chain of command, directing the client to your manager. Managers, follow these same guidelines. 
2. Managers: if the initial associate made an error during the review process, emphasize that the client did not qualify for a refund.
3. Managers: If the client persists in escalating the request, email the following information to your department manager: 
   • client's name 
   • client's phone number 
   • account information
   • details of the request 
4. Managers: Explain to the client that the department manager will return his/her call at the earliest opportunity (allowing time to review the client relationship, history, etc.), and do not transfer the call. 
5. The department manager makes the final decision on a case-by-case basis.

Refunding Fees

Note: Clients are eligible for a one-time client courtesy refund for the life of the account. 

To view ALL fee refunds done during the life of the account:  In Xperience, click on Related Functions in the top right corner then choose Waived Fees Inquiry then click History   

To refund fees, do the following:

1. In Xperience > Click Related Functions
2. Choose Service Fees  
3. Click on Credit then Click Add
4. Then Click Today's Fees
5. Choose the appropriate Fee Code
6. Add a detailed message on the account describing why the refund was given using a 6 month expiration date.
7. Include a description on the Refund screen detailing why you are refunding the fees (for example: client courtesy). 
8. Tell the client why the fees were charged and why the exception to refund the charges is being made. Explain that a message is being placed on the account for future reference.
9. Seek ways to help the client avoid fees in the future:
   • Overdraft protection (CLOC, FreedomLine, or Savings)
   • Online Banking to monitor account and/or transfer funds
   • Bank Direct Automated to monitor account
   • Credit card to have an alternate payment method in months when funds may be limited
   • FreedomLine for debt consolidation to free up more funds

Not Refunding Fees

Note: Always use empathy.

1. Place a message on the account stating the client was calling for refunds, why the client wanted refunds, and why the fee was not refunded. This makes other associates/offices aware in case the client contacts them. 
   • Messages will expire after 6 months.
2. If the client demands to talk to someone else about the fees, see your Manager. Do not tell the client to call the Manager directly.