Debit Card Transaction Dispute (Regulation E) Checklist

Customer: Debiting Part(ies):

Debit Card Transaction Dispute (Regulation E) Checklist

Consumer Customers Only Account:

Debited Amount(s):

1. Date customer notified the Bank of the disputed transaction(s): If the customer did not inform the Bank within 60 days after the Bank sent the periodic statement on which the disputed transaction(s) first appeared, the Bank still needs to investigate (and credit the customer if not authorized in accordance with Regulation E 1005.6; Bank not liable for subsequent transactions from 60 days after statement unless Visa/MC give additional protection), however, the Bank does not need to follow these regulatory procedures.

How did the customer notify the Bank?

In person. Have the customer complete the Electronic Funds Transfer (EFT) Customer Dispute Form.

Verbal/Telephone. Inform the customer of the Bank's requirement for written confirmation within ten (10) business days of verbal notification and provide address where confirmation must be sent. Offer to mail Electronic Funds Transfer (EFT) Customer Dispute Form to customer to sign and mail back.

CSR Initials:

Date:

Start investigation (do not wait for written confirmation to start investigation)

2. Date customer's written confirmation received by the Bank:

3. If investigation is completed within ten (10) business days: Note, if investigation is not completed within ten (10) business days (five (5) for POS) SKIP to Part 4.

Date investigation completed:

Results of investigation:

Error occurred (transaction was not authorized) Credit customer (within one (1) business day after completion of investigation)

No error (transaction was authorized) or different error occurred Send written letter explaining the Bank's findings and the customer's right to documents (within three (3) business days of completion of investigation) (keep copy of letter with this checklist)

Notify customer results of investigation (must report to customer within three (3) business days): Date of notification: Form of notification: Verbal (only allowed if error occurred and Bank crediting customer); or Written (keep copy of notice with this checklist)

CSR Initials:

4. If investigation is not completed within ten (10) business days*, the Bank must give provisional credit to customer and notify customer of provisional credit. Note: the Bank need not provisionally credit if no written confirmation is received within ten (10) business days of verbal notice (if required by Bank).

? 2021 Compliance First Bank Solutions a division of Kansas Bankers Consulting Services, LLC

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 Give provisional credit. Date of provisional credit:

Notify customer of provisional credit within two (2) business days:

Date of notification: Form of notification:

Verbal; or Written (keep copy of notice with this checklist)

CSR Initials:

*Note: twenty (20) business days for new accounts; (five (5) for POS).

5. Investigation must be completed within forty-five (45) days (up to ninety (90) days allowed for a POS debit card transaction or new account).

Date investigation completed:

Results of Investigation:

Error occurred (transaction was not authorized)

Notify customer of results of investigation and that provisional credit was made final. (must notify customer within three (3) business days of completed investigation)

Date of notification: Form of notification:

Verbal; or Written (keep copy of notice with this checklist)

CSR Initials:

No error occurred (transaction was authorized) or different error occurred

Debit provisional credit Date: Send written letter to customer explaining the Bank's findings and the customer's right to

documents (within three (3) business days) (keep copy of the letter with this checklist) Must notify customer (may be verbal or included in the letter required above) (within three (3) business days) of:

Date and amount of debiting; and Bank will honor presented checks, drafts, and preauthorized transfers for five (5)

business days after notification that would have been paid if the provisionally credited funds had not been debited (without charge to the customer as a result of an overdraft).

Date of notification: Form of notification:

Verbal; or Written (keep copy of notice with this checklist)

CSR Initials:

? 2021 Compliance First Bank Solutions a division of Kansas Bankers Consulting Services, LLC

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