ICB Credit: 2.5 CRCM

Handling consumer disputes of ACH debits is something community bank retail centers and call centers are often faced with. Many situations are not covered in the ACH Rules book and there is often no clear direction from other resources. This session focuses on the most common disputes, and provides frontline staff with a basic understanding of what is required to maintain compliance. Plus, we'll provides tips on handling these disputes. The course concludes with some real-life "sticky situations" where attendees try their hand at solving the issue while balancing compliance obligations with customer service.

This program would be ideal for someone new to these situations and would be an excellent refresher for those who have a few ACH battle wounds.

Learning Objectives

By attending this program, you will be able to:

• Understand common consumer ACH disputes, including areas where Regulation E and the ACH Rules don't agree
• Document your institution's obligations and rights
• Realize how what you say or do can impact the situation
• Decide the appropriate course of action in given situations

Agenda:

• Regulation E doesn't always align with the ACH Rules
  • Who each is written for
  • Regulation E "Notice" requirements vs. ACH Rules return requirements
  • What to do when a customer/member won't complete a WSUD
• State laws
  • 60 day in-network returns vs. state statute of limitations
  • State consumer protection laws (high level - no specific states covered)
• Sticky Situations
  • "I want a stop payment" but the item has already posted
  • "I already revoked authorization with them"
  • "I never authorized that" / "That's fraud!"
  • "I only owed them $23, not $25 - I want my $2 back."
  • "I was charged $40 last month for my gym membership, but now they are saying they never got the money." (TPS issues)
  • "I don't know who this company is or why they debited my account."
  • "I wrote a check for $35 - it cleared and so has this $35 electronic debit."
  • "My ex stole my part of the tax refund. I want my half."
  • "I was scammed!"
• What NOT to say to a consumer, ever
• Documenting and reporting claims
• Case studies exercise - attendees try to resolve, then we discuss
  • Online dating scam
  • Payday loans
  • Tax refund fraud
  • Magazine subscription - been debiting the account for 2 years

Who Should Attend:
This informative session is designed for frontline personnel, as well as anyone in the institution responsible for managing ACH disputes, particularly Branch Managers, Risk Managers, Compliance, Audit, Retail Managers, Trainers, and Senior Management.