ACH Sticky Situations: Handling Consumer ACH Disputes

Recorded on March 12, 2019   |   With Rayleen Pirnie

ACH Sticky Situations: Handling Consumer ACH Disputes

With Rayleen Pirnie
  • 1 Video
  • 1 Quiz
  • 1 Multimedia
  • 1 PDF
  • 2.0 hrs
Course description

Community bank Retail Centers and Call Centers are often faced with handling consumer disputes of ACH debits; many situations aren’t covered in the ACH Rules book guidelines nor is there any clear direction from other resources. This session focuses on the most common disputes, and provides staff with a basic understanding of what is required to maintain compliance plus tips on handling these issues from both a frontline and Operations perspective. 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.

Excellent for someone new to these situations and as a refresher for those of us who have a few ACH battle wounds.

Learning Objectives

  • Review common consumer sticky situations when handling ACH disputes, including areas where Regulation E and the ACH Rules don't align
  • 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


  • Introduction
  • Balancing the ACH Rules with Regulation E
  • State laws
  • Sticky Situations – Updated for 2019!
  • Stop Payments but the item has already posted
  • Revoked Authorizations
  • Fraud
  • Tax Refund Fraud
  • Unauthorized A2A
  • Unauthorized P2P
  • Recurring unauthorized debits
  • Wrong amount
  • Incomplete Transactions
  • Bank liablity
  • Documenting & reporting claims
  • Case studies


This informative session is designed for anyone in the institution responsible for managing ACH disputes, particularly Branch Managers, Call Center personnel, Tellers, Customer Service representatives, Risk Managers, Compliance, Audit, Retail Managers, Trainers, and Senior Management.

Course Curriculum

ACH Sticky Situations: Handling Consumer ACH Disputes
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ODFI Liability Breach of Warranty
IRS Return Opt In
Attendance Sheet
Questions and Answers
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ACH Dispute Quiz
ACH Dispute Quiz
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Rayleen Pirnie
Rayleen Pirnie

Rayleen is the founder and owner of RP Payments Risk Consulting Services, LLC based in Missouri. She is a nationally recognized payments risk and fraud expert who offers specialized consulting services, procedural and risk management reviews, and payments education. Rayleen’s specialized skill is delving into the world beyond the payment rules; areas where organizations often find themselves in positions of liability or loss with little to no clear guidance. Her programs help organizations identify and mitigate risk and exposure from multiple disciplines. She is an Accredited ACH Professional (AAP) and a Certified Enterprise Risk Professional (CERP) who has worked with all payment systems for 20 years. Rayleen holds a Bachelor of Science in Criminal Justice Administration.