Ja180 credit card cardholders - who can requests?
credit account maintenance
missed JA106
STMT406 - 10 pt Font - Large Print - Bank Statement. 10 pt Font (Large Print) Bank Statements Overview Introduction The following information provides the procedures for requesting large font on a customer’s bank statement in the CC Servicing portal.
System Downtime If the system is unavailable, refer to MISC683 System Downtime Procedure for additional information on how to proceed with the request.
Standard Font Size The standard font size for bank statements is 8 pt.
Eligibility Any consumer or business customer may request to receive their bank statements in 10 pt font at no charge. Processing Timeline The customer begins receiving a 10 pt font bank statement in the first statement mailing following submission of the request. Contents This publication contains the following topics:
(Topic / see page) How to Request a 10 pt Font Bank Statement / 2.
How to Request a 10 pt Font Bank Statement Introduction The following information provides the procedures for submitting a request for a 10 pt font (i.e., large print) bank statement.
Procedure (step/action) 1.Ensure the customer is properly authenticated as outlined in AUTH100 Authentication. 2 ▪ Access the CC Servicing Portal and ▪ Select the Customer Database → Customer/Acc. Relationships 3 Select the magnifying glass to the right of the Customer # field on the Customer-Account Relationship screen. 4 ▪ Complete a Customer Search, and ▪ Click Search. 5 ▪ Highlight the entry listing the correct customer, and ▪ Click Select. 6 Select Search. 7 ▪ Highlight the correct account entry, and ▪ Select Edit. 8 Select ▪ Large Print from the Communication Form drop-down list, and ▪ Click Ok. Result: A pop-up box displays the message, “The transaction was successful”. 9 Select Close Window to remove the pop-up box. 10 ▪ Highlight the edited account listed in the Customer Accounts section of the Customer-Account Relationship screen, and ▪ Select Details. Result: Large Print now displays in the Communication Form field on the Customer Details screen. 11 Procedure is complete.
FORM625 - 1099 Correction Request Form. A 1099 form is a tax statement you may receive from a bank, a broker, a business or another entity paying you nonemployee compensation throughout the year. It will list how much income you earned and from who. There are several types of 1099 forms — which one(s) you receive will depend on the type of income earned.
The payer fills out the 1099 and sends copies to you and the IRS. You'll typically receive a 1099 by the end of January or early February in the year following when the income was earned because you'll need to refer to it when filling out your annual tax return.
You use your IRS Form 1099 to figure out how much income you received during the year and what kind of income it was. You'll report that income in different places on your tax return, depending on the type of income.
If you need help estimating how income on a Form 1099 could affect your tax bill, check out our free tax calculator.
-1099 Correction Request - CSC Submit one completed form per customer. Allow minimum 14 days for corrections. we provide all supporting documentation for all 1099 correction requests. (there we see a correction form with request info, cx info, account title correction, incorrect address section for correct mailing address, 1099 corrected copy request with list of all account numbers affected, account or interest correction and any other aditional info)
CSC Use Only For this type of request… / then… 1099 Duplicate Copy Requests: submit a CARE service request - Product =Yes - Account Number - Statements/ Disclosures/Documents – 1099 Duplicate Request as outlined the CARE and Other Tools Service Requests and Dissatisfaction/ Complaints Job Aid and attach this completed document to the CARE case as outlined in MISC625 Year-end Tax Form Requests.
1099 Monetary & Non-Monetary Correction Requests: (§ Checking § Savings § Money Market Savings § CD): submit a CARE Dissatisfaction/Complaint - Product =Yes - Account Number - Sub-Family as outlined in the CARE and Other Tools Service Requests and Dissatisfaction/ Complaints Job Aid and attach this completed document to the CARE case as outlined in MISC625 Year-end Tax Form Requests.
Change Tax Reporter (TRI): Refer customer to the branch to have tax reporter (TRI) changed and request an updated tax form be mailed.
For this type of request… / complete this form and then… Savings Bond Address Correction Request: submit a CARE service request - Product = No - Savings Bond Redemption - Tax Dispute - Redeemed Bonds 1099 Correction as outlined the CARE and Other Tools Service Requests and Dissatisfaction/ Complaints Job Aid and attach this completed document to the CARE case as outlined in MISC625 Year-end Tax Form Requests.
Corporate Services / Investments: § D153 – Corporate Repo Sweep § D157 – Corporate Eurodollar Sweep § Any business/commercial checking product type that has a Mutual Funds Investment Sweep Send via interoffice Mail Code: MA1-MB3-02-03.
MISC699 - 1099-INT Corrections for New Account Bonuses and Promotional Incentives -1099-INT Corrections for New Account Bonuses and Promotional Incentives: Introduction The information in this document provides the procedures for handling 1099-INT monetary correction requests related to new account bonuses and promotional incentives offered in a sales campaign. IMPORTANT! All other 1099-INT requests related to new account bonuses and promotional incentives must be referred to the branch of account (branch where the customer opened the account). Refer to MISC625 Year-end Tax Forms for non-monetary (i.e., address correction, or name correction – name must be spelled correctly in the Customer Database) 1099-INT correction requests related to new account bonuses and promotional incentives. Additional Information The document MISC625 Year-end Tax Forms provides related 1099-INT year-end reporting information.
About Form 1099-INT Reporting and Correction Requests Introduction The information below provides details related to 1099-INT reporting and correction requests for new account bonuses and promotional incentives. Form 1099-INT Reporting Promotional incentives and new account bonuses accepted by the customer when specific types of retail or business accounts are opened are ✓ reported to the IRS as interest, ✓ included on the customer’s Form 1099-INT, and ✓ identified with a unique sequence number specific to the related campaign. Promotional incentives accepted by the qualifying customer will be reported under that customer’s TIN, regardless of whether or not the customer redeems the rewards or transfers the rewards to someone else. Example: A customer accepts an Amazon.com gift card incentive for opening a new Simply Right Checking account during the Spring campaign but never uses the gift card or gives the gift card to another person. Refer to the Branch General Portal → Sales & Service Resource Center → Quarterly Marketing Offers under the Products and Service Solutions section → select the current Marketing Offers Guide listed under Resources for more information about previous marketing campaigns and the related qualification requirements and incentives associated with each. Form 1099-INT reporting issues (monetary) The bonus or promotional incentive information reported on a Form 1099-INT may require a monetary correction if, for example, the ✓ customer never received a bonus/incentive, or ✓ amount on the Form 1099-INT differs from the value of the bonus/incentive the customer received. Policy: Validating the customer’s inquiry When a customer requests a monetary correction to a Form 1099-INT related to a new account bonus or promotional incentive, team members MUST perform the appropriate research (i.e., Customer Notes in the ONE Portal and SCC) to validate the customer’s statement of an inaccurate Form 1099-INT prior to proceeding with referring the customer to the branch where the account was opened.
Where to direct questions and issues Refer to the table below to determine how to address a customer inquiry/correction request related to the 1099 reporting of a new account bonus or promotional incentive. If the customer... then... requests correction of a Form 1099-INT that has been determined to be inaccurate complete and submit a MISC625 Year-end Tax Forms. ▪ opted not to receive a bonus or incentive but received a Form 1099- INT, and ▪ * research indicates that the customer received a bonus or incentive Refer the customer to the branch where the account was opened for assistance with his request. Note: The branch has a signed opt-out of bonus/incentive form on file signed by the customer.
Access the Customer Notes in the ONE Portal to view a detailed description of the reasons why a customer did not meet the cash bonus qualifications. If the customer was part of a Campaign/Promotion, met the qualifications and has not received their bonus, the request should be entered via CARE. Campaign Fulfillment Requirements For more information about previous marketing campaigns and the related qualification requirements and incentives associated with each campaign offer, refer to the CC Servicing Portal → Branch General Portal → Sales & Service Resource Center → select Quarterly Marketing Offers from the Products and Service Solutions section → select the current Marketing Offers Guide listed under resources. How to Handle a Correction Request Related to a Marketing Campaign Cash Bonus or Incentive:
Introduction The information below provides the steps for handling Form 1099-INT correction requests related to cash incentives offered in a Marketing Campaign. Procedure Refer to the steps below to handle Form 1099-INT correction requests related to a cash incentive offered during a Marketing Campaign. Step Action 1 Ensure the customer is properly authenticated as outlined in AUTH100 Authentication. 2 Determine the approximate date the cash incentive would have been deposited to the customer’s account based on the ✓ date a qualifying account was opened, and ✓ waiting period (i.e., 90 days after account opening) during which the customer was obligated to fulfill all the eligibility requirements of the applicable marketing campaign in order to receive the incentive. 3 Access the Customer Notes in the ONE Portal to view a detailed description of the reasons why a customer did not meet the cash bonus qualifications. If the customer was part of a Campaign/Promotion, met the qualifications and has not received their bonus, the request should be entered via CARE. If no information is available in the ONE Portal → Customer Notes, access the customer’s bank statement on Statement and Communication Center (SCC) in the CC Servicing Portal.
Does the Customer Notes in the ONE Portal or SCC confirm that the customer received a cash incentive? (If… / Then…) Yes ▪ inform the customer that Bank records confirm that the cash incentive was deposited into his account on (mm/dd/yyyy) consequently, the Form 1099-INT the customer received is correct, and ▪ procedure is complete. No ▪ refer the customer into the branch in which the account was opened for further research. ▪ procedure is complete. JA110 - Abusive and Threatening Language Script: Abusive & Threatening Language Script Overview Handling challenging customers is not always an easy task. We do our best to calm the customer by using our soft skills and effectively managing the call. Although many times we are successful, there are times that we are just not able to calm the customer. It is our responsibility to always present ourselves in a professional manner. Should you encounter a situation in which the customer is using abusive language, as defined in the What Does Abusive Language Sound Like section within this document, you must ask the customer politely, a minimum of twice during the call, to refrain from using abusive language. If the behavior continues, ask to place the customer on hold and involve a Team Leader or T2 Support to discuss the situation and for the call to be taken over, if applicable. Under no circumstances are you to disconnect, release, hang up or terminate the call. The expectation is that all advisors possess the ability to manage and de-escalate irate customers. Likewise, you don’t deserve to be verbally abused and for that reason it is important that you get a TL/T2 Support involved to support you. If you hang up on the customer, they are just going to call back and be even more belligerent to the next advisor. Should you encounter a situation in which the customer is threatening as defined in the What Does a Threat Sound Like section within this document, you must immediately involve a Team Leader to review the call and escalate accordingly. What does abusive language sound like? Abusive language is defined as communication that includes insulting, belittling, or derogatory language directed at you. Examples: A customer… ▪ Speaks negatively about your gender, race, religious beliefs and/or cultural differences. ▪ Uses profanity or vulgarity in their communication directly towards you. ▪ Insults or belittles your character, speech, or accent. What does a Threat sounds like? A threat is defined as a statement of an intention to inflict pain, injury, damage, or other hostile action on someone in retribution for something done or not done. Examples: A customer… ▪ Threatens to commit bodily harm against you or other employees, e.g., “I’m going down to the branch and rip them apart.” ▪ Threatens to destroy Bank property, e.g., “I’m going to drive my car into the ATM.” ▪ Threatens to shoot or blow up a bank employee or building, e.g., “I am going to go down there and blow the whole place up.” Continued on next page Effective 8/21/03 JA110 2 Revised 12/27/18 CSC/TG Last Review 3/04/24 Internal Abusive & Threatening Language Script, Continued Complaints Submit a CARE Dissatisfaction/Complaint case if a customer expresses dissatisfaction with, or alleging wrongdoing by, the Bank or any third-party service provider of the Bank, with regard to any financial product and or service delivery. An upset customer is not always verbally abusive A customer who raises their voice in frustration or anger cannot always be defined as an abusive customer. At times, customers just need to vent and need someone to listen. Note: At times, customers will express dissatisfaction with the bank and/or service that they have received. The customer may use inappropriate language that is not directed towards you. Please involve a Team Leader to support you and to review the situation. Script Suggested Script: “(Customer’s Name). I understand your frustration and I am here to help you. I’ll be more than happy to help resolve your situation.” “(Customer’s Name). , please refrain from using profanity; I am empowered to assist you in resolving any issues you are experiencing.” Continued use of abusive/ offensive language – Next Steps If customer continues using abusive/offensive language towards you, proceed as follows: ▪ Politely ask to place the customer to hold, ▪ Reach out to T2 Support/Team Leader to take over the call. ▪ Note the account in the Customer Notes, e.g., Customer using abusive language/profanity call transferred to T2 Support/Team Leader. If a threat to you or the bank was made, capture the following customer information, and contact SanResponse at 1-888-467-7088, option 1 to file a report with Corporate Security with the direction of your Team Leader. o Customer Name o Phone # Customer called from o Customer Home Address o Additional Personal Phone #’s o Time of Call o If Business customer, capture business address, name and phone # Reminders: ▪ Always be professional and use your best judgment. ▪ Don’t match the customer’s tone or behavior. ▪ All calls are recorded. ▪ Involve your Team Leader.
JA360 - Account Age Eligibility Account Age Eligibility Contents The following requirements apply to accounts and all associated services (e.g., debit card, Online Banking/Mobile Banking, combined statement, etc.): ▪ May be opened by an individual who has reached the age of majority (age of majority is 18 years old). ▪ May or may not be opened by a minor depending on the following scenarios. Note: BillPay service is not available for persons under the age of 18. IMPORTANT! An exception where a minor is the sole account owner can be made but requires Branch Manager approval. Minor must still meet ID requirements.
If a minor requests to open a… ▪ checking ▪ money market account, or ▪ savings account
and he is… at least age 14 but under age 18 then… ▪ a parent or legal guardian must be named as a joint account holder, and ▪ all services associated with the account opened are available to the minor (e.g., ATM, debit card, OLB/MB, etc.)
and he is… under age 14 then… the account cannot be established.
DEP201 - ACH Guidelines: ACH – Guidelines Definition- ACH: The Automated Clearing House (ACH) network is a nationwide, wholesale electronic payment and collection system. It is a method of transferring funds between banks via the Federal Reserve System. It processes electronic debit and credit transfers, such as Direct Deposits or Automatic Payments and they may be initiated by either the payee or the payer.
ACH Transactions Initiated at Santander Bank: Santander Bank is able to set up the following ACH transactions:
Automatic transfers from one Santander deposit account to another Santander deposit account (e.g., bi-weekly from savings to checking, etc.). Refer to the JA216 Internal DD Transfer of Funds Job Aid procedure.
Automatic debit from a Santander checking account to credit a Santander loan (e.g., a customer would like to have their Santander loan payment automatically debited from a Santander account, etc.). Refer to the LOAN365 E-Pay Set-Up/Cancel/Modify for Consumer Loan Payments – Internal Accounts procedure. Automatic debit from an external deposit account to credit a Santander loan account (e.g., a customer would like to have their Santander loan payment automatically debited from a Citizens Bank® deposit account). Refer to the CARE-LOAN315 E-Pay New/Change/Cancel – External Accounts procedure. ACH Transactions Initiated at Another Institution A customer is able to process the following ACH transactions; however, the customer must initiate the transactions with their institution: ▪ Automatic debit from a Santander checking account to credit a loan at another financial institution (e.g., debit their Santander checking account to credit a loan at Citizens Bank, etc.). The customer would need to contact the financial institution where they have the loan to provide an authorization form, Santander’s routing/transit number, and their Santander checking account number. ▪ Debit an external account to credit a Santander account (e.g., debit a Wells Fargo® savings account each month to credit a Santander checking account, etc.). The customer would need to initiate this request at the financial institution that will be debiting their account. The customer will need to provide the debiting financial institution with an authorization form, Santander routing/transit number, and Santander account number. IMPORTANT! Pay by phone and/or automatic debits CANNOT be processed, or setup by 3rd parties, using a Home Equity Line of Credit or Overdraft Line of Credit account. Customers have the option of ▪ transferring funds into a Santander checking account and initiating the Pay by Phone using their Santander checking account number, or ▪ writing a check from their Home Equity Line of Credit or Overdraft Line of Credit account and mailing it to the merchant/3rd party. DEP202 - ACH Stop Payment ACH Stop Payments Overview Introduction The information covered in this document provides team members with ▪ regulations and requirements for ACH stop payments (ACH payments), ▪ how to submit an ACH stop payment request using the ACH Stop Payment form, and The procedure covers both consumer and business accounts. Requirements and Forms A verbal request MUST be accepted when the customer contacts the bank. ▪ For All Future ACH Stop Payments ▪For One Time ACH Stop Payments ▪ If the scheduled posting date is on a non-business day, the transaction date should reflect the following business day. Definition The Automated Clearing House (ACH) is an electronic banking system which allows direct payments from a customer’s checking or savings account.
About ACH Stop Payments Introduction: The following information provides an overview of ACH stop payments. Background: The National Automated Clearing House Association (NACHA) Operating Rules and Regulation E provide criteria for processing ACH stop payments. The Bank complies with both Regulation E and NACHA Rules. Note: Regulation E only applies to retail customers and not to business customers. Businesses are only covered under NACHA rules.
Initial customer notification to the Bank: In order for a stop payment to be placed on a pre-authorized electronic funds transfer (electronic ACH payment), the customer must notify the Bank at least three (3) business days before the scheduled date, either orally or in writing. IMPORTANT! Customers do not need to notify a specific Bank department or person. The Bank is deemed notified when information is given to any Bank employee.
ACH Stop Payment Disclosure: Team members must read the following disclosure VERBATIM prior to submitting an ACH Stop payment: “You authorize and direct Santander Bank, N.A. to place a stop payment(s) to (insert company name) for the electronic funds transfer(s) you are requesting. You further understand the bank is not required to honor stop requests made less than three business days in advance of the scheduled debit date and that a fee may be charged, and expenses sustained or incurred by reason of this stop payment, including the failure of the bank to stop payment due to erroneous or untimely information provided by you to your account for this stop payment request. I understand that I will be charged a fee for this stop payment request in accordance with the fee schedule for my account. I further understand the bank is not required to honor stop requests made less than three (3) business days in advance of the scheduled debit date.” If you agree with this Legal Disclosure, shall I now go ahead and process your ACH stop payment request?” Need an affirmative response (yes, uh-huh, sure, OK, etc.) to proceed with the request.
ACH stop payment vs. a regular stop payment: A customer can request any of the following electronic ACH stop payment types, stopping payment on either ▪ the next scheduled electronic ACH payment, ▪ all future electronic ACH payments to the same merchant, ▪ all future electronic ACH payments to the same merchant for a set dollar amount, or An ACH stop payment will only stop an electronic transaction. If the customer is unsure if the transaction is electronic, they may wish to place both an ACH stop payment and a regular stop payment.
Time Frames: Timeframe for ACH Stop Payment for Pre-Authorized Electronic Debits: Request to stop a pre-authorized electronic debit successfully must be submitted three (3) business days prior to the date on which the pre-authorized debit is scheduled.
(If the electronic ACH payment is scheduled to occur on… / then the stop payment request must be placed by…) -Thursday: Saturday, Sunday, or Monday. -Friday: Tuesday. -Monday: Wednesday. -Tuesday: Thursday. -Wednesday: Friday. Note: The three (3)-business day timeframe does not include weekends and holidays. The above table does not apply to bank holidays. If a holiday occurs during the week, an additional business day is required in order to successfully place a stop payment.
Late stop payment requests: ACH Stop Payment Request for Pre-Authorized Electronic Debits: Stop payment requests made less than three (3) business days before the scheduled transaction date are not guaranteed. The customer has the following alternatives if the request is made late. ▪ Request to place a stop payment, where the stop is not guaranteed. ▪ Immediately request to submit a dispute as outlined in DEP203 ACH Dispute as long as the item has posted to the account. Note: If the item is pending, advise the customer to call back once it has posted.
ACH Stop on External Transfer: ▪ Refer to OLB902 Online Banking on how to complete a stop payment.
Negative Balance Accounts and Placing Stop Payments: If a customer’s account balance is negative, an ACH stop payment may be placed on the account. Advise the customer they would be charged an insufficient funds fee if the account balance is not brought positive prior to the ACH stop payment fee posting to the account.
ACH Transaction NOT previously been processed through the account: IMPORTANT! When placing stop payments on an ACH transaction that has not previously been processed through the account (i.e., the first time a specific company initiates an ACH debit), the customer must provide the correct name of the company and the exact dollar amount. Note: The customer does not need to provide the company ID. A Stop Payment CANNOT be placed without this information; therefore, we are not able to accept the request without the correct company name and exact dollar amount. This information MUST be included in the Electronic ACH Stop Payment request.
Multiple ACH payments, differing amounts: Stop payment requests for multiple monthly ACH payments with differing amounts originated by a single company can be stopped with the all-future electronic ACH payments to the same merchant stop reason. Example: A customer has three ACH payments set-up with an insurance company for his car, house, and liability insurance and requests all three to be stopped.
Stop Payment Expirations and Date & Dollar Amounts Needed: Refer to the table below for an explanation of an ACH stop payment expiration, based on the type of stop payment requested.
(If the customer requests to stop… /then… / and the…)
the next scheduled electronic ACH payment only : only that payment will be stopped: date and exact dollar amount is needed for the ACH stop payment. Note: Only required if the company has not previously debited the customer’s account.
all future electronic ACH payments to the same merchant: the stop payment order will remain in effect for all future payments to this merchant, until the customer revokes the stop payment order in writing : No dollar amount included when placing a stop payment on all future ACH transactions to the same merchant.
all future electronic ACH payments to the same merchant for a set dollar amount: the stop payment order will remain in effect for all future electronic ACH payments to this merchant for the set dollar amount only, until the customer revokes the stop payment in writing: date and exact dollar amount is needed for the ACH Stop payment.
Placing an ACH Stop Payment Request: ACH stop payment requests are submitted via the CC Servicing Portal by selecting either of the following options from the left-hand menu, as applicable: ▪ ACH Stop Payments → ACH Stop Payment Retail ▪ ACH Stop Payments → ACH Stop Payment Business
Delete ACH Stop Payment: If a customer has changed their mind and asks to delete an ACH stop payment, the advisor must email the following information to the ACH Department: ▪ customer name ▪ account number ▪ name of debiting company ▪ dollar amount, and ▪ scheduled date of the transaction (indicate if cancelling the stop on 1 transaction or all future transactions from the same company).
Turnaround Timeframe: Request to remove/delete an ACH stop payment must be sent to the ACH Department a minimum of 3 business days prior to the Merchant attempting to debit the customer's account.
IMPORTANT: ▪ If the stop payment was placed on the wrong ACH item, escalate the call to a T2 Support. ▪ If a customer has changed his/her mind about placing a stop payment and wishes to cancel it, the stop payment fee will not be waived. The stop payment fee would only be waived due to bank error. ▪ Customer will not receive confirmation of the removal of the ACH stop payment. ▪ Advisor will not receive notification of the removal of the ACH stop payment.
Note: Faxed requests are not acceptable.
Email Address: ACHMA@santander.us
How to Place an ACH Stop Payment: Introduction: The information below outlines procedures to place an ACH stop payment.
Procedure: (Step / Action) 1 Ensure the customer is properly authenticated using AUTH100. 2 Is the customer submitting the request three business days prior to the scheduled electronic ACH payment? ✓ If yes, go to the next step. ✓ If no, ▪ refer below for next steps regarding the customer’s options, and ▪ go to the next step if the customer wants to proceed with the stop payment. Customer Options Beyond the Submission Deadline A stop payment can be placed, but without a guarantee that the item in question can be stopped. A dispute can be submitted for an unauthorized electronic ACH payment if the item has posted. 3 Read the following disclosure VERBATIM prior to submitting an ACH Stop payment: “You authorize and direct Santander Bank, N.A. to place a stop payment(s) to (insert company name) for the electronic funds transfer(s) you are requesting. You further understand the bank is not required to honor stop requests made less than three business days in advance of the scheduled debit date and that a fee may be charged and expenses sustained or incurred by reason of this stop payment, including the failure of the bank to stop payment due to erroneous or untimely information provided by you to your account for this stop payment request. I understand that I will be charged a fee for this stop payment request in accordance with the fee schedule for my account. I further understand the bank is not required to honor stop requests made less than three (3) business days in advance of the scheduled debit date.” If you agree with this Legal Disclosure, shall I now go ahead and process your ACH stop payment request?” Need an affirmative response (yes, uh-huh, sure, OK, etc.) to proceed with the request. 4 Select the following menu options from the left-hand menu. Accounts ➔ DD Accounts ➔Transaction Inquiry Result: The Transactions Inquiry screen displays. 5 Select Search. 6 ▪ Review the Posted and Memo Transactions within the Transaction Inquiry tab, and ▪ Locate and identify a prior posting of the ACH payment. 7 Did the electronic ACH payment in question previously post to the customer’s account? ✓If yes, ▪ Inform the customer, ▪ confirm if they still want to proceed with the request, and ▪ proceed to the next step, if applicable. ✓If no, proceed to the next step. 8 Inform customer of the following requirements: ▪ Any request submitted less than three business days prior can be placed, but without a guarantee that the item in question can be stopped. ▪ Amount of ACH Stop Payment Fee. Refer to the Branch General Portal → Rates, Fees & Tools → Fees → Deposit Account Fee Schedule for the current fee. ▪ Specify it is an ACH stop payment. ▪ Proceed to the next step. Note: If a customer’s account balance is negative, an ACH stop payment may be placed on the account. Advise the customer they would be charged an insufficient funds fee if the account balance is not brought positive prior to the ACH stop payment fee posting to the account. 9 Refer to the table below for the appropriate portal menu selections. (If this is a… / from the left-hand menu select…) Retail account: ACH Stop Payments ➔ ACH Stop Payment Retail. Business account: ACH Stop Payments ➔ ACH Stop Payment Business. Result: The appropriate Electronic ACH Stop Payments form displays in PDF version. 10 ▪ Review the pre-filled Submitter Information section, and ▪ make any edits to the information, if applicable. 11 Complete the following fields. ▪ Routing Number ▪ Account Number, and ▪ select Submit. Result: ‘Are you sure you want to submit the data provided’ alert displays. 12 Select OK to continue. Result: The customer information displays. 13 Is this a business account? ✓ If yes, go to the next step. ✓ If no, go to step 16. 14 Confirm the business telephone number. 15 Does the customer wish to provide an email address for the business? ✓ If yes, ▪ enter the email address in the Email Address field, and ▪ go to the next step. ✓ If no, go to the next step. Note: The email field is not required and will not update to BDP. 16 Refer to the table below for the next steps. (If this is a… / then select the name of the… / from the…) Retail account: Account holder requesting the dispute: List holder’s field.
Business account: Authorized signer requesting the dispute : Authorized representative field.
Result: The account holder/authorized signer customer information displays. 17 Confirm the account holder’s/authorized signer’s telephone number. 18 Does the account holder/authorized signer wish to provide his email address? ✓ If yes, ▪ enter the email address in the Email Address field, and ▪ go to the next step. ✓ If no, go to the next step. Note: The email field is not required and will not update to BDP. 19 Is this a Santander Private Client, Select, or Team member account? ✓ If yes, select the Yes radio button. ✓ If no, select the No radio button. 20 Has the payment been charged before? ✓ If yes, ▪ select the Yes radio button, and ▪ go to the next step. ✓ If no, ▪ select the No radio button, and ▪ go to step 23. 21 Complete the following fields. ▪ Date of Latest Transaction ▪ Amount of Latest Transaction ▪ Select Submit Result: ‘Are you sure you want to submit the data provided’ alert displays. 22 Select the appropriate transaction that displays in the Select from the following list of EFT transactions section. 23 Is the customer submitting the request over the phone? Select Yes. 24 In the Type of ACH Stop section, select the applicable radio button and complete the required fields as outlined below: (Type of Stop Payment radio button… / Complete the following fields…) Stop Next Scheduled Payment only to this Company : ▪ Company Name ▪ Exact Amount (0.00 format) ▪ Next Scheduled Payment Date
Stop All Future Payments to this Company: ▪ Company Name
Stop All Future Payments to this Company for this amount only: ▪ Company Name ▪ Exact Amount (0.00 format) 25 ▪ Review the information entered on the form with the customer for accuracy, and ▪ Correct as needed. 26 ▪ Ensure you have read the ACH Stop Payment Disclosures verbatim, and ▪ select the Confirmation box. Note: The Confirmation box must be checked off in order to proceed with the submission of the ACH stop payment. 27 Select Submit. Result: The message ‘Please confirm that you would like to send the form’ displays. 28 Do you wish to proceed in placing the stop payment? ✓ If yes, select OK to continue. ✓ If no, select Cancel to return to the form. 29 Confirmation screen displays. 30 Select Finish to submit the form. 31 Procedure is complete.
LOAN322 Add or Delete Name -Add or Delete Name – Loan/Line of Credit Third Party Requests: IMPORTANT! If the customer requests any information to be sent to a third party, written authorization is required. IMPORTANT!: Inform customer a name cannot be added or deleted on a loan account because the original decision to lend was based upon information received on the application.
Divorce: ▪ A name cannot be removed from an account. A court ruling does not take precedent over the original lending decision. ▪ Customer may re-apply for a personal loan in their own name.
Death of an Account Holder: ▪ A name cannot be removed from the loan account; however, it can be removed from the monthly bill or statement mailed to the customer. ▪ The surviving account holder does have the opportunity to refinance the loan in their own name into another personal loan. ▪ Inform the customer to mail an original copy of the death certificate to the Consumer Loan Servicing (CLS) address listed in the Contacts section of this document. Note: The deceased borrower’s name cannot be removed because if the other borrower passes away, the bank has the legal right to recover the loss from the borrower’s estate.
Refer to the table below to assist you with this type of inquiry. If... There are two account holders on the loan/line of credit and one of the account holders is deceased. and... The co-holder is unable to make the monthly payments and is past due then... Escalate the call to Collections. Refer to the Contacts section below.
and... The co-holder is able to continue to make the payments. then... The call does not need to be escalated to Collections. Advise the third party to send/fax a copy of the death certificate and short certificate to CLS. Refer to the Contacts section below.
if... There is only one account holder, and they are deceased, and a third party is inquiring about the account. and... The third party is able to make the monthly payments then... The call does not need to be escalated to Collections. Advise the third party to send/fax a copy of the death certificate and short certificate to CLS. Refer to the Contacts section below. and... The third party is unable to make the monthly payments and the account is past due. then... Escalate the call to Collections. Refer to the Contacts section below.
Contacts: CLS Mailing Address: Santander Bank N.A. P.O. Box 12646 Reading, PA 19612-2646 Mail Code: 10-421-CT2
CLS Fax Number: 1-888-433-8779
Collections – Consumer Loans: 1-800-207-8767
LOAN303 Add or Remove Block on a Line of Credit -Add / Remove Block on a Line of Credit – Customer Request Overview: Introduction The purpose of this document is to provide a general overview of adding/removing a block on a line of credit. System Unavailable: If system is unavailable, refer to MISC683 System Downtime Procedure for additional information on how to proceed with the request. Third Party Requests: IMPORTANT: If the customer requests any information to be sent to a third party, written authorization is required.
About Adding / Removing a Block on a Line of Credit Introduction: The information below provides an overview of adding/removing a block on lines of credit.
Turnaround Timeframe: Refer to the JA302 Turnaround Timeframes Job Aid – Consumer Loans for the turnaround timeframe.
Contacts: Santander Bank N.A. P.O. Box 12646 Reading, PA 19612-2646 Mail Code: 10-421-CT2
Fax number: 1-888-433-877
How to Request to Add / Remove a Block Introduction: The information below outlines procedures to request to add/remove a block.
Procedure: Refer to the steps in the table below to request to add/remove a block. (Step / Action) 1 Ensure the customer is properly authenticated as outlined in AUTH100 Authentication. 2 Confirm the account is a line of credit. 3 Escalate the call to T2 for assistance. Rationale: Block requests require a written request (supporting documentation); therefore, the CARE request must be submitted by a T2 advisor. Note: Refer to the table below to set the customer’s expectations as to what will be required to process their request. (If the customer requests a block… / Then…) To be added to a LOC account not involving lost/stolen checks: A written request from either the borrower or coborrower is required. IMPORTANT! A letter will be mailed addressed to both the borrower and the co-borrower confirming the block was placed.
To be removed from a LOC account: A written notarized request signed by ALL borrowers is required.
To be added due to lost/stolen checks: The T2 advisor will ensure the process is completed. Ensure T2 is made aware that this is a lost/stolen situation requiring immediate action. 4 Procedure is complete. DEP205 Adding or Removing a Signer -Adding/Removing an Account Owner/Signer – Retail Deposit Accounts Overview: Introduction: The purpose of this document is to provide a general overview of adding/removing an account owner/signer on a retail checking, savings, money market, or Certificate of Deposit (CD) account. Due to the detailed information required, team members should refer customers to a branch for adding/removing a signer; however, there are exception scenarios that will be covered within this document.
Viewing Existing Requests: The CSC can view all requests and their current status entered via the following SharePoint page: Add Signer – CSC View. Note: Requests submitted prior to 07/25/2022 are not available for review.
Business Accounts: Important! All business account customers must be referred to the branch to add or remove signers. If a Relationship Manager (RM) is assigned, business customers should be referred to their RM if they have further questions. Business advisors should email the RM or branch manager to inform them that the customer will be visiting the branch.
Additional Resources: Refer to the JA250 Power of Attorney for information on adding a POA to a DD account, safe deposit box, and/or credit card account.
-About Adding/Removing an Account Owner/Signer Introduction: The information below provides an overview of adding/removing an account owner from a retail deposit account.
Beneficiary – Adding to a DD Account: The customer must visit their local branch to add a beneficiary. Note: Beneficiaries cannot be added to loan accounts. Exception! A request may be submitted by phone and mail process ONLY on an exception basis if the customer is out of footprint and unable to visit a branch or requires Americans with Disabilities Act (ADA) accommodation. Complete the Add Signer Form located in the Systems/Resources page of the Advisor SharePoint site. Advise the customer that they will be receiving a call from the Outbound Team within 48 business hours in order to complete the necessary authentication and submit the request.
Grantor on Trust Account: The customer must visit their local branch to add a Grantor. Exception! A request may be submitted by phone and mail process ONLY on an exception basis if the customer is out of footprint and unable to visit a branch or requires Americans with Disabilities Act (ADA) accommodation. Advise the customer to mail in the Trust documentation to the Fulfillment address and complete the Add Signer Form located in the Systems/Resources page of the Advisor SharePoint site. Set expectation that once we have received the Trust documentation, we will follow-up with the customer with next steps. Note: The Treatment & Prevention team will only reach out to the customer once the Trust documents have been received and reviewed.
Data Quality Issues: The customer must visit their local branch to update their customer data. Exception! A request may be submitted by phone and mail process ONLY on an exception basis if the customer is out of footprint and unable to visit a branch or requires Americans with Disabilities Act (ADA) accommodation. Impacted customers ✓ are notified by mail, and ✓ can be identified by viewing Customer Notes under the customer’s profile. The note will begin with, “Account ending XXXX has titling issues which may impact FDIC insurance coverage….” Note: CSC can only assist impacted consumer customers with beneficiary or joint account types.
Complete the Add Signer Form located in the Systems/Resources page of the Advisor SharePoint site. IMPORTANT! Advisor must type Remediation in the Comments section of the Add Signer Form to flag this form as a Data Quality Issue customer.
Advise the customer that they will be receiving a call from the Outbound Team within 48 business hours to complete the necessary authentication and submit the request.
Introduction: The information below provides an overview of adding/removing an account owner from a retail deposit account.
Executor/ Administrator Appointed Accounts: For the necessary documentation required for the appointment of an executor(trix) or administrator(trix) as outlined below. Note: An Executor/Administrator cannot be added to the account of the deceased customer. The Executor would have rights to obtain the funds and open a new account.
Court Appointment of Executor(trix) or Administrator(trix): Issued by the Registrar for the Probate of the State with jurisdiction over the Estate to identify the Executor(trix) or Administrator(trix) of the deceased's estate. Commonly referred to as one of the following: ✓ Short Certificate ✓ Affidavit of Next of Kin ✓ Surrogate's Certificate ✓ Letters of Administration ✓ Probate Certificate ✓ Certificate of Letters of Administration ✓ Certificate of Appointment
IMPORTANT! If the customer is unable to visit a branch, instruct them to send the original death certificate and a certified copy of the beneficiaries’ photo ID (e.g., driver's license, etc.), along with a Notarized written request, and if they would like to have the original documents returned, include instructions to return the original death certificate upon completion of the request, to:
NY Branches Only: A Certificate of Letters of Administration expires six (6) months from the date of issue and cannot be accepted if expired.
Santander Bank N.A. Fulfillment Center Mail Code: RI1-EPV-02-18 PO BOX 831001 Boston, MA 02283-1001
Adding an Account Owner/Signer: A customer may add an account owner to their deposit account by visiting a branch. A request may be submitted by phone and mail process ONLY on an exception basis if the customer is out of footprint and unable to visit a branch or requires an Americans with Disabilities Act (ADA) accommodation. The customer must make the request and the proposed new account owner must provide consent to the bank to perform a credit check and run Qualifile (if applicable). Important! Due to the detailed requirements, it is recommended to have the customer visit a branch to add the new account owner/signer to an account. ▪ All forms and signature cards must be filled out completely and returned for the new account owner/signer to be added. ▪ An account owner may be added to a CD account at any time. ▪ There is no limit to the number of co-holders that can be added to a deposit account. ▪ A beneficiary may be added in line with the exception requirements listed above.
Removing an Account Owner/Signer (cont.): A participant may ONLY be deleted in the following three (3) circumstances:
If an owner is deceased, a co-owner may have that person removed and maintain the original account. Account owner requesting a beneficiary be removed. Account owner requesting a POA be removed. For the removal of any account owner (including a POA), Experian must be run, and a KYC must be completed on the remaining owner(s). The Treatment & Prevention team will be responsible for reaching out to the remaining owner(s) and completing this verification. Once complete, the remaining owner(s) must complete an Account Maintenance Form and Signature Card (along with any applicable documents such as a L8, W8, or W9) and send the documents back to the Fulfillment Team for processing. Important! • If a joint account owner wishes to remove a co-owner on an account, the account must be closed and a new account opened. • Deceased account owners can be deleted from a retail checking, savings, money market, or CD account as set forth below. • If a customer requests removal of a living account owner on a retail account, the account must be closed and a new account opened. Business Rule: Deleting a Deceased Account Owner A deceased account owner’s name can be deleted from a retail account as long as the proper documentation is received. A surviving account owner must visit a local branch. Note: If a surviving account owner cannot visit a branch, they must mail the following documentation in order to delete a deceased account owner. ✓ Original death certificate (The Bank will mail the original death certificate back to the customer once request has been submitted) or a certified copy of the original death certificate. All foreign executed death certificates must: ▪ Be in English or alternatively, be accompanied by a certified English translation, and ▪ The document (and its accompanying certified translation, if applicable) must be notarized at the U.S. Consulate/Embassy or alternatively, contain an Apostille (as applicable) if notarized by a local/foreign notary. Note: Fulfillment Center will mail a new signature card and an Account Maintenance Form which must be signed and returned to complete the request. In addition to the criteria indicated above, the affected account must also be checked for an ATM/Debit Card issued to the deceased account owner, and the necessary maintenance completed to delink the deceased account owner card from the checking and/or savings account as outlined in BC100 Debit Card Maintenance. How to Add an Account Owner/Signer Introduction: The information below provides an overview of adding an account owner/signer on a retail deposit account.
Procedure (Step /Action) 1 Ensure the existing customer has been properly authenticated as outlined in AUTH100 Authentication. Important! Further authentication: Experian and KYC Questionnaire will be performed by the Treatment & Prevention team as well as Qualifile for anyone who is new-to-bank to process the add signer request. They will also confirm that customer is out of footprint/requires an ADA accommodation and is eligible for an exception. 2 Does the customer meet exception criteria – out of footprint/ADA accommodation? ✓ If yes, complete the Add Signer SharePoint Form, and procedure is complete. The Add Signer form is located via the following path: Advisor SharePoint → Systems/Resources → Forms → Add Signer Form. Notes: ▪ Inform the customer that they will be receiving a call within 48 business hours to authenticate both the current signer and signer(s) to be added. ▪ After the customers are authenticated, Fulfillment will mail out a signature card. Once Fulfillment receives the signature card back, they will add the signer to the account. o Suggested Scripting: Now that I've captured your request, someone from our Fulfillment Department will be calling you within 48 business hours. During this call, you will be asked questions that are meant to further protect you and the security of your account, they may seem difficult and somewhat detailed as they are meant to validate information only you and the additional signer(s) would know. Once our Fulfillment Representative has fully authenticated both you and the requested additional signer(s), a new signature card will be mailed to you. We kindly ask that you and the additional signer(s) sign the signature card after reviewing and mail them back to our Fulfillment Department. Once our Fulfillment Department receives the signature card back, the final step to adding the additional signer(s) will be complete. May I verify your contact information and mailing address once more for accuracy? ✓ If no, instruct the customer to visit their local branch to have an owner / signer added to their deposit account, and procedure is complete.
How to Remove an Account Owner/Signer Introduction: The information below provides an overview of removing an account owner from a retail checking, savings, money market, or CD account. Note: The customer remaining on the account will receive a call from the Treatment & Prevention Team to complete a KYC Questionnaire and Experian authentication. Procedure (Step / Action) 1 Determine the reason the customer is requesting to have an account owner/ signer removed from a demand deposit account. (If the customer is... / Then ...) requesting to have an owner removed off a demand deposit account due to death: proceed to step 2.
requesting to have an owner or signer removed from a deposit account for any reason outside of the reason listed above: ▪ advise the customer to close their account and open a new account, and ▪ procedure is complete. Refer to CA810 Close DD Accounts for details on how to complete an account closure request. This process will be separate from a new account opening, which must be completed either online or at the branch. 2 A surviving account owner must mail the following documentation to delete a deceased account owner. ✓ Original death certificate (The Bank will mail the original death certificate back to the customer once the request has been submitted). Mailing Address: Santander Bank N.A. Life Events-Decedents Team PO BOX 847168 Boston, MA 02284-4168 Note: Fulfillment Center will mail a new signature card and an Account Maintenance Form and a W8/W9 (along with applicable documents such as a L8) which must be signed and returned to complete the request. Proceed to Step 3. 3 Inform the customer their request will be completed within 3-5 business days once all proper documentation to remove an account owner /signer from a retail deposit account has been received. (Including new signature card and Account Maintenance Form). 4 Procedure is complete.
JA136 Bank Card Limits -Consumer and Small Business Bank Card Limits Job Aid Debit & ATM Card Limits: (Checking Account/Debit Card - Product Type/SubType/Standard Reference - Total Daily Use Limit(*) - ATM Daily Withdrawal Limit) Simply Right Checking (inc. under 26 std reference)/ Classic Card - 300/210/1 - $9,000 - $2,500.
Santander Essential Checking/ Classic Card - 300/213/1 - $9,000 - $2,500.
Santander Select Checking/Select World Debit Mastercard - 300/200/1 - $11,500 - $2,500.
Santander Private Client Checking/ Santander Private Client World Debit Mastercard - 300/201/1 - $11,500 - $2,500.
Consumer Checking or Savings/Classic ATM Card - Multiple - $2,500 - $2,500.
Business Checking, Business Checking Plus - Multiple - $99.999 - $2.500.
Business Checking or Savings/ Business ATM card - Multiple - $2,500 - $2,500.
The Total Daily Use Limit =The daily point-of-sale dollar limit + the ATM daily cash withdrawal. Items that May Impact a Customers Standard Limits: Foreign ATM withdrawal limits may differ from US ATM withdrawal limits.
International Transactions and ATM cards: International ATMs recognize checking accounts only; therefore, should a customer have an ATM card which is ONLY linked to a Savings account, the transaction will NOT be approved, and the customer would receive an error message.
Stand in Limits: Various scenarios can cause bank cards to be placed in Stand-in Limits. Some examples that can result in stand-in limits would be, but are not limited to, system issues, processor goes offline, etc.
When bank cards are in stand-in limits this enables the customer to complete withdrawals or other bank card transactions but with potentially reduced limits. When you are notified that the system is in stand-in, the current standard limits that exist for all customers is $200.00.
Stand-in limits can vary by customer relationship and the cause of the stand-in, but the lowest limit available to all customers would be $200.
Limit Modifications: Increase If a customer requests a limit to be raised, escalate these requests to T2 Support; requests will be considered on an exception basis only. Note these are temporary increases that drop after 24 hours. The increase in the total limit does not increase the cash withdrawal limit.
Decrease A customer may request a card limit to be lowered. escalate these requests to T2 Support; requests will be considered on an exception basis only. JA126 Transfer of Funds Guide Transfer of Funds Guide – All Transfer Types Introduction: This document provides a guide to understanding all the types of transfers a customer or advisor may complete. Additional Resources are on page 2 • ROB = Retail Online Banking (via an Internet Browser) • MOB = Mobile Banking (via a Mobile Device) • TB = Telephone Banking (via the IVR)
(Type of Transfer - Definition - Example(s) - Limits) Type of Transfer: Internal Definition: A transfer that is initiated through OLB to move money between two Santander Bank accounts. Note: Does NOT need to be like-titled accounts. Example(s): • Sally transfers from her Santander Checking to her Santander Savings OR • Sally transfers from her Santander Checking to her friend Lily’s Santander Checking. Limits: • Like-titled accounts = No Limit • Non-like-titled accounts = $5,000 per business day ($20,000 per month)
type of transfer: External Definition: A transfer that is initiated through OLB to move money from a Santander account to an account at another financial institution. Note: Does NOT need to be like-titled accounts. Examples: • Sally transfers from her Santander Checking to her TD Bank Savings OR • Sally transfers from her Santander Checking to her friend Lily’s Bank of America Checking Limits: • $5,000 per business day • $20,000 per month Type of transfer: Transfer Now Definition: A transfer that is initiated from Santander to transfer money in from another account owned at another financial institution. The customer must OWN both the internal and external account. Access to an account is not enough. Note: MUST be like-titled – Me to Me. Examples: • Sally initiates a transfer through OLB to pull money in from her Bank of America checking account to her Santander checking account. Limits: • Varies based on account type • Click here to review the complete limits list. Type of transfer: CARE Definition: A transfer that CANNOT be completed by the advisor: must be initiated via a CARE request (self-service is always encouraged as the first option if possible). Examples: • Sally cannot complete self-service to make a payment to her Line of Credit. The advisor may submit a CARE request to complete the payment. Type of transfer: Advisor-Assisted Definition: Can be completed for a customer by an advisor – selfservice is always encouraged as the first option (if available). Examples: • Sally does not want to complete a transfer from her Santander Checking to her Santander Savings. The advisor may submit the transfer via the ONE Portal. Limits: • Tier 1 – up to $25,000 transaction limit • Tier 2 / Bus T2 – up to $999.999.99 transaction limit.
Transfer Types: Internal (DD to DD) - External (DD to DD) - Inbound/TransferNow (DD to DD) - Internal (DD to LOC) - Internal (LOC to DD) ROB yes - yes - yes - yes - yes MOB yes - yes - yes - yes - yes TB yes - yes - no - yes - no CARE no - no - no - yes - no Advisor-Assisted yes - yes - no - no -yes.
Additional Resources (Document / Transfer Types Covered) OLB924 Mobile Banking: • Internal ✓ Like-Titled accounts. OLB924 Mobile Banking: • Internal ✓ Non-Like-Titled accounts. OLB902 Online Banking: • Internal ✓ Non-Like Titled accounts. OLB924 Mobile Banking: • External ✓ Like-Titled accounts, and ✓ Non-Like-Titled accounts. OLB902 Online Banking: • External ✓ Like Titled accounts, and ✓ Non-Like-Titled accounts. CARE-DEP252 Transfer of Funds (transfers from DD to LOC/Loan accounts): • CARE. DEP252 Internal Transfer of Funds – ONE: • Advisor-Assisted. Job Aid - Internal DD Transfer of Funds (Immediate One-Time, Future Dated and Recurring (Pre-authorized)): • Advisor-Assisted. Job Aid – Compass for Zelle and TransferNow (Designated Teams Only): • Zelle • TransferNow / Inbound. OLB924 Mobile Banking: • TransferNow / Inbound. OLB902 Online Banking: • TransferNow / Inbound.
JA132 Bank Card and Credit Card Denial-Response Codes and Authorizations. -Bank Card (Debit and ATM) and Credit Card Denial/Response Codes & Authorizations Inquiry Job Aid. Additional Resources: CARD100 Card Real Time Declines Due to Lynx. REG102 Internet Gambling – Reg GG. BC100 Debit Card Maintenance. SUP-CRCD104 Amend Credit Card Limits – T2 Only. CRCD101 Credit Card Maintenance. JA146 CC Servicing Portal – Bank Card Inquiry. CRCD110 Credit Card Inquiry. JA320 Credit Card Maintenance - Quick Reference Card. JA312 Bank Card Maintenance - Quick Reference Card.
Bank Card and Credit Card Denial/Response Codes & Authorizations Inquiry Job Aid. Identifying a Denied Transaction – Authorizations Inquiry Screen: bank cards/credit cards: For Bank Cards: Select Bank Card Inquiries - Authorizations Inquiry.
For Credit Cards: Select Credit Card - Credit Account Inquiries - Authorizations Inquiry.
Enter Date Range Note: The dates entered in the search criteria may not be greater than 30 days. Click Search Result: The Authorization Inquiry Screen Displays. Select appropriate Transaction and Click Details Result: The Authorization Details Screen Displays. The Response code displaying in the Summary box will provide whether the transaction was approved or denied. ▪ Refer to the Denial / Response Codes table above to determine the reason for the denial and any action, which should be taken to assist the customer. ▪ For more information on the Authorizations Inquiry screen, refer to the JA146 CC Servicing Portal – Bank Card Inquiry. IMPORTANT! If the Network Code on the Additional Information 2 tab of the Authorizations Detail screen starts with a 7 after six “0”s, refer to the policy and procedure, CARD100 Card Real Time Declines Due to Lynx, for additional information. Note: In some cases, a denial may appear as a Corrector with a different Network Code than 7 (e.g., 2, 8). These errors are typically the result of a system glitch or no funds in an ATM. The system authorized the transaction but immediately reversed it. These Correctors may require the customer to re-try the transaction or utilize a different ATM. Based on the information you see in the Authorizations Inquiry, troubleshoot to assist the customer. Reminders! ✓ If the bank card transaction is denied, it is critical to also check the account status in Accounts → DD Accounts → Blocks → By Account to confirm the account is open and not blocked. ✓ If a credit card transaction is being denied, check the credit card account to determine if a block is placed on the credit card account by selecting Credit Cards from the left-hand menu → Credit Account Inquiries → Contract Number Inquiries → then Blocks tab.
Bank Card and Credit Card Denial/Response Codes & Authorizations Inquiry Job Aid. Bank Card / Credit Card Denial / Response Codes: Response / Approval Codes: (Response Code - Response Code Description - Response - Details - Action) Response Code - 000 Response Code Description - APPROVED Response - APPROVED Details - 1100, 1200 message code Action - No additional action is required unless the transaction is showing an approved response code, but the transaction is being denied. If that is the case, access the Network Code on the Additional Information 2 tab of the Authorizations Detail screen. If the Network Code starts with a 7 after six “0”s, refer to the policy and procedure, CARD100 Card Real Time Declines Due to Lynx, for additional information. If the Network