CRCD140 Credit Card Application Inquiry
CAP Application Inquiry: Overview: Introduction: The information in this document details the policies and procedures regarding the Card Application Platform (CAP) Application Report screen and Application Overview screen. IMPORTANT! CSC team members do not accept credit card applications over the telephone. Eligible applicants may apply at our website or visit their local branch. Refer to the Current Credit Card Product – Features/Benefits/Fees (website) for additional information on features and benefits of our currently offered Credit Card product. Declines: The status of an application reverts to a Decline if an applicant fails to return required documentation within 25 calendar days from the application’s submission. Applicants that are declined have up to 30 days from the date of the Adverse Action letter to appeal the Decline decision. Team members must not verbally disclose to a customer that an application status is declined. Appeals: A team member is not involved in the appeal process. Customers may appeal the decision in writing within 30 days from the date of the decision letter by sending the appeal, along with any supporting documentation, to: Santander Bank NA Credit Card Appeals RI1-EPV-01-52 PO Box 841002 Boston, MA 02284 Or Send an email to CardsUnderwritingSupport@santander.us.
About CAP Inquiries: Introduction: The following information provides details about CAP inquiries viewed via the ▪ Application Report screen, or ▪ Application Overview screen. Reviewing an application status: The status of an application can be viewed within both the Application Report screen and the Application Overview screen; however, the Application Overview screen may provide additional status information as outlined in this document.
Policy: Requests to edit or withdraw an application: CSC team members must refer applicants to a local branch to request to edit or withdraw an application that is in an Under Evaluation status.
Reviewing an application status: The status of an application can be viewed within both the Application Report screen and the Application Overview screen; however, the Application Overview screen may provide additional status information as outlined in this document.
Documents pending status (Additional documentation is requested): There will be instances where additional documentation is ▪ requested by the underwriter after the application is submitted, and ▪ required to be submitted by the applicant, in order to be considered for approval of a credit card account. While a Business Reply Envelope (BRE) is supplied with the request for additional documentation, the applicant may need the information to forward the documents. Required documentation can be sent to: Santander Bank, N.A. Credit Card Underwriting RI1 EPV 02-15 95 Amaral St East Providence, RI 02915 Or emailed to CardsUnderwritingSupport@santander.us Note: The status of an application reverts to a Decline if an applicant fails to return required documentation within 25 calendar days from the application’s submission.
About the Application Report Screen: Introduction: The following information provides details about the Application Report. Purpose: The purpose of the Application Report is to allow a team member the ability to review the details and status of a submitted credit card application. Accessing the Application Report: The Application Report can only be accessed by selecting ▪ CAP - Application Status from the ONE portal Quick Links menu, or ▪ Application Report. Performing an application search: A search may be performed for an application by ▪ using the date range search fields (i.e., From Date and To Date), and ▪ narrowing the results displayed within the Results section by ✓ selecting Show Filter, and ✓ entering specific application information (i.e., applicant name, last four digits of the SSN, customer number, etc.) within the filter fields as outlined below.
Application Report fields: The Application Report provides the team member with specific information, identified by various fields, pertaining to submission of a credit card application.
Refer to the table below for information regarding the fields displayed within the Application Report. (This field... / displays the...) Application Number: specific identification number assigned to the application upon submission. Note: This field, when selected, displays the Application Overview screen. Applicant Full Name: name of the applicant as it was provided upon completing the application. SSN 4: last four digits of the applicant’s social security number / ITIN. BDP ID: applicant’s Customer Number. Application Submitted By: channel that submitted the application (i.e., Branch User, Call Center, etc.). Submitters N#: N number of the team member that submitted the application, if applicable. Submitters Cost Center: cost center that processed the application. Application Submitted Date Time: date and time stamp when the application was submitted. Application Status Change Date Time: date and time stamp when the application status was last updated. Application Summary Status: status of the application.
Report statuses: The status of an application displays within the Application Summary Status column of the Application Report.
Refer to the table below for a description of the varying statuses that may display for a submitted application.
(this status… / indicates…) Approved: ▪ the application has been approved, and ▪ additional information pertaining to the credit card is sent to the customer. Declined: the application has been declined. Note: Additional information regarding the timing of a declined applicant’s ability to appeal may be accessed by selecting the Application Number as outlined in this document. Information Needed: the application requires additional information from the applicant before the application can be submitted. The applicant must visit their local branch to provide the required information in order to submit a complete application. Under Evaluation: the application has not yet been decisioned. Withdrawn: the customer requested to withdraw the application prior to it being decisioned.
IMPORTANT! Additional status information for an application may display within the Application Overview screen as outlined in this document.
About the Application Overview Screen: Introduction: The following information provides details about the Application Overview screen. Purpose: The purpose of the Application Overview screen is to provide the team member the ability to ▪ review additional information regarding the status of an application ▪ review or add comments to a submitted application, and ▪ review or retrieve previously signed and scanned paper applications. Accessing the Application Overview screen: The Application Overview screen ▪ displays immediately following the completion/submission of an application, and ▪ can be accessed by selecting the Application Number (i.e., the OM number) that displays within the Application Report. Application Overview fields: The Application Overview screen provides the team member with additional information pertaining to submitted credit card applications.
Refer to the table below for a description of the different fields within the Application Overview screen.
/ Description 1 The Application Identification section provides the specific application number and the current status of the application. 2 The Bank User section provides details of the application submission (i.e., the submitter channel, submission date, etc.). 3 Refer to the table below for a description (This link… / when selected…) Edit the Application: ▪ displays only when an application displays one of the following statuses, ✓ Information needed ✓ Under Evaluation Comments: scrolls to the bottom of the screen to view the comments on the application. Get Status: ▪ updates the status of the application, and ▪ displays the updated status within the Application Identification section. Reminder! Team members are prohibited from editing or withdrawing an application. 4 The Application Approval line provides the application decision. 5 The Applicant section provides the personal details of the applicant. 6 The Comments section allows the team member the ability to both view and add comments to an application. 7 The Scanned Application section ▪ displays a paper application has been scanned into CAP during submission, and ▪ when selected, allows the team member to review the previously scanned and signed paper application. 8 The Scanned Document section displays documents that were uploaded not using the Scanned Application section.
Application Overview statuses: Refer to the table below for a description of the statuses that may display within the Application Overview screen. This status… / indicates the… Approved: ▪ the application has been approved, and ▪ additional information pertaining to the credit card will be received by the customer within 7 to 10 business days of the application being approved. This includes the Credit Card Account Application Disclosure. Scripting: “Mr/Ms , thank you for applying for a credit card. I’m happy to inform you that your application has been approved. The details of your new credit card will arrive in a Welcome Kit within 7 to 10 business days from when your card was approved.” IMPORTANT! No additional details like credit limit, rates, etc. must be shared with the customer. Declined – Customer Appeal Period: ▪ the application has been declined, and ▪ the applicant may appeal the decision. Scripting: “Mr/Ms , thank you for applying for a credit card. You will receive a response from us on the credit decision within 30 days from the date of application.” Declined – Final Decline: ▪ the application has been declined, and ▪ the application cannot be appealed. Under Evaluation: the application has not yet been decisioned. Application submitted 20 or more business days prior and is pending or declined status: Team members must submit one of the following: (If the customer states that he has… / then …) Not received a decision letter: Submit a CARE request as outlined in the JA106 CARE and Other Tools – Service Requests and Dissatisfaction/Complaints. Include the following in the Details section: Case ID, Customer Name, Date Application submitted, How application was submitted as provided by customer– Br, Contact Center, or mailed in, Status of Application at the time of inquiry.
Previously contacted the Bank to report that he has not received a decision letter: Search the original CARE request pertaining to the decision letter not having been received by the customer and reopen the CARE case. Note: This will reopen the case as a dissatisfaction/complaint.
▪ Advise the customer an update to the application’s status will be provided within ten (10) business days of the inquiry. Scripting: “Mr/Ms ____, thank you for applying for a credit card. You will receive a response from us on the credit decision within 10 business days from today’s inquiry.”
How to Review the Status of a Credit Card Application: Introduction: The following information provides the procedures to review the status of a CAP application.
Procedures Step / Action 1 Access the ONE portal. 2 Is the request for a status inquiry due to an applicant request? ✓ If yes, ensure the customer is authenticated as outlined in AUTH100 Authentication. Note: For a prospect (not an existing customer) inquiring on the status of their credit card application, ▪ access the ONE Portal, ▪ complete a prospect search in ONE, ▪ authenticate the prospect by obtaining their DOB and last 4 digits of their SSN, and ▪ go to the next step. IMPORTANT! Team members may only give the prospect a status update on their application, please do not offer any personal information from the application itself. ✓ If no, go to the next step. 3 Select ▪ the Quick Links icon within the ONE left-hand menu, and ▪ CAP – Application Status. Result: The Application Report screen displays. 4 ▪ Enter a specific date or a date range into the designated fields, and ▪ select Update report. Reminder: Search results can be further narrowed by filtering the results by selecting the Show Filter option. Result: A list of the applications submitted within that date or date range that match the search results display. 5 Does a Declined status display within the Application Summary Status column? ✓ If yes, Scripting: “Mr/Ms , thank you for applying for a credit card. You will receive a response from us on the credit decision within 30 days from the date of application.” ✓ If no, go to the next step. 6 Does the status Information Needed display within the Application Summary Status column? ✓ If yes, ▪ select the application number (i.e., the OM number) for the application to display the Application Overview screen, and ▪ review and share the comments noting the missing information with applicant. ✓ If no, invite the customer to visit a branch to submit the missing information or email the missing information to CardsUnderwritingSupport@santander.us. 7 Does the status Approved display within the Application Summary Status column? ✓ If yes, Scripting: “Mr/Ms , thank you for applying for a credit card. I’m happy to inform you that your application has been approved. The details of your new credit card will arrive in a Welcome Kit within 7 to 10 business days from when your card was approved.” IMPORTANT! No additional details like credit limit, rates, etc. must be shared with the customer. ✓ If no, the process is complete
JA266 Credit Card - Reward Points Inquiry.
RewardPoints Inquiry – Credit Card: About Reward Points: Customers have the opportunity to earn reward points with their Santander Bank Credit Card and may have inquiries regarding their current reward points balance or how and what they can redeem the points for.
The customer has three options for obtaining information regarding reward points.
1) Online Banking (Mobile Banking provides the total number of reward points available) 2) Credit Card Automated Telephone Banking System (IVR) 3) Monthly Credit Card Statement
If a customer has additional questions which cannot be answered by viewing his statement or through Online Banking, team members may authenticate the customer and transfer them directly to the Santander Rewards from Santander Bank Automated System which is serviced by FIS Loyalty Solutions. IMPORTANT! The service provider name and phone number are for internal use only.
IMPORTANT! Customers should be encouraged to use the Credit Card Automated Telephone Banking System (IVR) to contact FIS Loyalty Solutions or use our Online Banking service to obtain information and access the Reward Point’s website. If the customer objects to the use of the Automated System or Online Banking, ensure the customer is authenticated prior to transferring them to FIS Loyalty Solutions.
Santander Rewards provides the customer the convenience to split their redemption of merchandise by using points and another payment card (50% points and 50% with another payment card).
If the customer is concerned, he does not have enough points for redemption of a specific item, advise the customer he has the option to “split pay” for merchandise. For example, if a customer is interested in an AirPods Pro 2nd Generation which requires 29,300 points, the customer could use 14,650 points and pay the difference with their debit or credit card. Note: How the customer splits their redemption is up to them, it is not required to be a 50/50 split between points and their debit or credit card. A minimum number of points is required for each merchandise item when using the split pay feature.
Contact Information – FIS Loyalty Solutions (Santander Rewards from Santander Bank) IMPORTANT!The service provider name, phone number and FIS Loyalty Solutions are for INTERNAL USE ONLY.
IMPORTANT! This number is to be utilized for purposes of transferring an authenticated customer who objects to the use of the Automated System or Online Banking to access their Santander Rewards information 877-205-1793, this telephone number is for internal use only and for reward points inquiries (not servicing of the credit card account).
-RewardPoints Inquiry – Credit Card: Credit Card Automated Telephone Banking System (IVR/VRU): Automated System Number: 888-728-1222
Selecting Option 4 from the main menu from the Credit Card Automated Telephone Banking System, then Option 3.
Option 3 will direct the customer to the Santander Rewards from Santander Bank Automated System, where they can obtain realtime rewards balances, and speak to a representative regarding the program.
For additional information on the Credit Card Automated Telephone Banking System (IVR) refer to the JA186 IVR Call Tree - Consumer.
-Online Banking: Advise the customer to select the (Navigation Menu) at the top of the screen - click Credit Cards - Credit Card Rewards - click View under (Actions) on the applicable credit card. Result: The Santander Rewards site will open in a new browser. Note: If the customer clicks the (Redeem Points) link on the Credit Card Overview screen, the Rewards screen will display. Simply click the applicable credit card and the Santander Rewards screen will open in a new browser.
IMPORTANT! The Rewards points balance displaying on the Credit Card Overview screen is the balance as of the last statement. To view a realtime point’s balance, click (Redeem Points) and select the applicable credit card on the (Rewards screen).
Once the card is selected in our Online Banking service on the Rewards screen, the Santander Rewards site will open in a new browser with the customer automatically logged in. The customer’s name and real-time points balance will display in the upper left-hand corner of the screen.
Santander Rewards Screen: View the Available Points field for the real- time reward point’s balance for the applicable card selected in our Online Banking service.
Monthly Credit Card Statement: The cut-off day for reward points to be included on a credit card statement is 4-business days prior to the billing cycle date. Note: The reward points earned from the reward point cut-off date to the billing cycle date will be included on the next statement.
For example, if the customer’s billing cycle is the 8 th of the month, the points balance displaying on the customer’s statement will be included up to the 4 th of the month.
To obtain a real-time reward points balance, advise the customer to access the information using the Credit Card Automated Telephone Banking System (IVR/VRU), Online Banking, or the Santander Rewards website.
IMPORTANT! The customer does not lose any reward points as a result of the reward point cut-off date for statements.
Credit Card Rewards – Statement Credit and ACH Cashback: As an alternative to redeeming rewards points for gifts and/or gift cards, customers have a simple process to request and receive a cash back statement credit (applied as a payment), or cash back applied as an ACH deposit to an internal Santander checking, savings, or money market account.
IMPORTANT! If a payment is due within 2-3 business days, advise the customer to make a payment to avoid late fees and/or interest charges.
Customers can redeem rewards points starting at a minimum dollar amount of $10. The point value is 100 points = $1.00. So, for example, 6,500 reward points may be redeemed for a $65 credit. Once rewards are redeemed the statement credit will appear on the customer’s statement within 2 to 3 business days with a description of: Payment Adjustment.
To complete this option, team members can walk the customer through the process via Online Banking as outlined in the steps below. OR You may transfer the authenticated customer to our rewards vendor, FIS Loyalty Solutions (Santander Rewards from Santander Bank) and speak to an agent: 1-877-205-1793.
Online banking: (Step / Action) 1 Instruct the customer to login to their Online Banking account - select the Navigation Menu (3 lines icon) at the top of the screen - click Credit Cards - click Credit Card Rewards - click View under Actions on the applicable credit card. Result: The Santander Rewards site will open in a new browser. 2 Click Shop Rewards from the menu bar and select Cash Back from the drop-down menu. 3 Select Statement Credit or ACH Cashback based on their preference. 4 Use the slider or enter the amount of the Statement Credit or ACH Cashback and click Enter to determine the number of points required for the statement credit or ACH cashback. 5 (If… / Then customer will…) Statement Credit: ▪ Click Add to Cart, or ▪ Instant Checkout (if it’s the only transaction the customer is completing), and Result: The Shopping Card screen displays. ▪ Proceed to the next step.
ACH Cashback: ▪ Click Redeem Now, and Result: The ACH Information screen displays. ▪ Proceed to step 7.
6 ▪ Review the cash back statement credit request (click Edit and make changes, if applicable), ▪ Enter email address and phone number, ▪ Click Proceed to Checkout, and ▪ Proceed to the step 8. Result: The Review and Submit for Processing screen displays.
7 ▪ For ACH Cashback, the customer will need to complete the following fields: o First Name o Last Name o Select applicable Account Type from the drop-down menu o Select the Routing Number from the drop-down menu o Enter DDA Number o Re-Enter DDA Number o Phone Number o Email Address ▪ Click Continue Result: The Review and Submit for Processing screen displays. 8 ▪ Review your email and phone number, edit if applicable, ▪ Review your order summary, ▪ Click Submit, and ▪ Proceed to step the next step. 9 Inform the customer of the following ▪ They will receive a confirmation letter in the mail referencing an adjustment to their credit card account in addition to an email they will receive immediately after submitting the request online. ▪ Statement credit will be applied to the account within 2-3 business days. Reminder! If a payment is due within 2 to 3 business days, advise the customer to make a payment to avoid late fees and/or interest charges. ▪ ACH Cashback reward shall be issued in US currency through an electronic deposit (ACH) to a Santander checking or savings account of their choice. ACH redemptions can take up to 5-7 business days to be available in your account. 10 Procedure is complete.
Credit Card Points Transfers (Point Gifting): Santander credit card customers have the ability to transfer rewards points between two Santander Bank credit cards held by the same customer (only applicable to Sphere and Bravo cards).
Points are held at the contract level; however, points can be transferred between any card contracts, as long as both credit cards are held at Santander Bank, e.g., one unrelated individual can transfer their points to another. e.g., Carl Customer has a Bravo card, and he would like to gift some of his points to his niece, Sally Smith, who has a Sphere card with us.
Customers may complete point transfers (points gifting) via the customer self-fulfilling the transfer process, via Online Banking on the rewards site, using the Points Gifting function.
IMPORTANT! ▪ The points transfer must be completed prior to closing the credit card contract, otherwise, you will forfeit all reward points not yet redeemed. ▪ If the account has a permanent operational block or is at a closed status, the customer will be unable to complete the points transfer as they have been forfeited as a result of not having redeemed the points prior to the account status.
Online Banking: (Step / Action) 1 Select Other Rewards from the menu bar at the top of the Santander Rewards website - select Point Gifting from the drop-down menu. 2 Complete the required fields including, ▪ Credit Card Number (to receive points), ▪ Last Name (of the person receiving the points gifted), and ▪ Points (amount of points to gift) 3 Click Add to Cart, proceed to Checkout and Submit the request. 4 Procedure is complete.
CRCD128 - Credit Card Annual and Late Fee Adjustments:
Credit Card – Annual Fee and Late Fee Adjustments (Reversals): Introduction: This document provides screen and field information for annual fee and late fee credit card adjustment information located via the Credit Cards → Credit Account Inquiries → Statement Inquiry menu options located on the dynamic menu in the CC Servicing Portal. These adjustments may also be referred to as fee reversals for a credit card account.
Background: The Credit Card product consists of different fees and interest, some of them related to services offered to the customer, such as Balance Transfer fees and Foreign Exchange fees, annual fees, and some fees/interest as a penalty (i.e., the customer missed some type of agreement with Bank, resulting in a fee such as late payment).
Fees are extremely important, and we should avoid reversing any fee that was properly charged to the customer; however, we should make sure that we educate and support customers to avoid any fee that was not expected by them.
This document describes the bank’s policies and procedures around credit card fees and interests that can be reversed or not upon customer request.
Requirements: General fee requirements: Advisors will investigate the customer situation in the CC Servicing Portal and validate that information provided by the customer aligns with information in the system and reverse annual fees and late fees as outlined in this document.
Note: Requests to reverse fees outside of the annual or late fee will be warm transferred to T2 Support/Team Leader, including requests to reverse both an annual fee and interest.
Late fee reversals can be requested for the following reasons: ▪ The cause was a bank error (i.e., misapplied payment), ▪ Situations that are out of the customer’s control (i.e., customer claims statement was not received, or claims that sent payment was not processed), ▪ If the late fee was related solely to an eligible annual fee reversal (i.e., late fee charged to a customer whose only overdue balance was the annual fee charged), ▪ Courtesy late fee waivers can be completed per the customer request if this is the first request in the past 6 months. Note: Advisor will need to check for previous reversals to validate that customer hasn’t had a late payment fee reversed in the past 6 months.
IMPORTANT! This should not be proactively offered, and customers should be advised that making late payments will still incur interest charges.
Annual fee reversals can only be requested for the following reasons: ▪ When a customer requests to close their credit card account within 30 days of receiving his/her first statement after being charged the annual fee, ▪ If the customer has upgraded his checking account to a Santander Private Client or Select checking account shortly after the annual fee was charged (up to two billing cycles after the checking account was migrated).
General Interest Requirements: Advisors will investigate the customer situation in the CC Servicing portal, validate that information provided by the customer aligns with information in the system, and transfer the call to T2 Support. Team Leaders and T2 Support are the only team members allowed to reverse interest in the Customer Service Center.
Interest adjustments can be submitted for the following fee reasons by the CSC: ▪ The cause was a bank error (i.e., misapplied payment, a transaction posts twice, a late payment fee and/or interest are charged to the account, where the fee/interest is directly related to a disputed transaction. ▪ the interest reversal is approved based on the document JA174 Credit Card Fee and Interest Refund Requests (i.e. Customer set up direct deposit for current statement and s/he missed the information that DD is only working for the following cycle, upon customer call, fee and interest can be reversed), and the interest charge is under $1.00.
The following interest adjustment requests must be submitted in CARE to be reviewed by Card Operations: ▪ Any bank error interest that requires a calculation, and ▪ requests to reverse interest charges of more than $1.00. IMPORTANT! There are no exceptions for interest refunds.
Exception Policy: Any fees or interest that was charged to customer’s account that falls out of the general fee and interest policy but seems appropriate to refund because of the reason and/or dollar amount (low dollar amount), requires an exception. All exceptions must be escalated to T2 Support.
Call Center: Team members should investigate the customer complaint in the CC Servicing Portal and validate the issue aligns with information stated in the system and: (If the CSC Team Member… / Then the team member should…) can identify the fee is the 1st late fee in 6 months: ✓ evaluate the situation, ✓ educate the customer on how to avoid fees in the future, and ✓ if appropriate reverse the fee.
can identify the issue as a known bank error: ✓ submit a CARE for tracking purposes, and ✓ contact T2 Support to reverse fee / interest.
cannot identify the issue as a known bank error: ✓ contact T2 Support to submit a CARE request, and ✓ operations will complete the reversal if warranted.
Has an exception to the fee reversals outlined above: ✓ Review account with the customer, ✓ validate with a Manager if an exception can be granted for the customer, and ✓ educate the customer on how to avoid fees in the future.
About adjustments (fee reversal): About Adjustments: The processing of credit card adjustments is done in real time. Adjustments can only be canceled for the following reasons: (Team member must warm transfer the customer to T2 Support for cancelation of an adjustment.) ▪ To correct an entry error. ▪ To cancel a previously approved claim with the customer. Important! Prior to cancelation the customer must be notified. ▪ The charge is associated with a denied claim placed on a transaction.
Adjustment Amounts: The amount of the fee adjustment: ▪ Cannot be larger than the Gross Amount, but ▪ Can be less than the Gross Amount.
Identifying a First Time Late Payment Fee: Refer to the following table to confirm if the customer is being charged a first-time late payment fee: (If the late payment fee is… / Then…) $25: ▪ it is the first time a customer has had a late payment fee in a 6-month period, and ▪ there is no need to verify past statements.
$35: ▪ the customer has had a late payment fee within the last 6 months, and ▪ access the Statement Inquiry screen to validate the customer has not had a late payment fee previously refunded within the last 6 months.
Note: The late payment fee is $25 the first time a customer is late in a 6-month period; thereafter it is $35 until the customer pays 6 consecutive statements.
IMPORTANT! If a previous fee was reversed as a result of a bank error the customer is still entitled to the one-time courtesy reversal.
Requirement: Adjustment Reason field: When processing an eligible adjustment for the customer, the advisor must indicate specific details for the adjustment in the Adjustments Reasons field located on the Economic Items Applied to Credit Transactions screen.
Adjustment Amounts: The View Economic Concepts link provides the details of any fees and interest rates associated with the transactions. If a fee adjustment needs to be completed, highlight the specific transaction on the Economic Items Applied to Credit Transactions list and select the Adjustments button.
Note: Advisors are required to research the account to identify if the customer was granted previous adjustments (reversals) by accessing the Economic Concept Adjustments screen to identify previous adjustments to the account.
Economic Concept Adjustments: After selecting the Adjustments button from the Economic Items Applied to Credit Transactions list screen the Economic Concept Adjustments screen displays.
General Information about the transaction selected will display at the top of each screen.
The Adjustments section lists the history of adjustments on the account, including the current status of the adjustment.
Select the Cancel button to cancel a previously placed adjustment.
Select the Add button to complete an adjustment.
Statuses: The following statuses will display: (Status / Description) Confirmed: The adjustment has been placed and is active on the system. Canceled: The adjustment was canceled and is not active.
Add Adjustments: The Add Adjustments screen allows the request of a fee adjustment.
The Adjustments Details must be completed as outlined in the Requesting an Adjustment steps below.
Select the OK button to complete an adjustment.
Requesting Fee Adjustments (Fee Reversals): Introduction: The following information details the procedures for requesting an adjustment of ▪ late payment fees, and ▪ annual fees charged Reminder! Customers that request a credit card fee reversal along with an interest adjustment are to be warm transferred to T2 Support.
Procedure Step / Action 1 Ensure the customer has been properly authenticated. 2 Does the reversal fall under the General Fee Policy Guidelines? ✓ If Yes, proceed to the next step. ✓ If No, refer to the Exception Policy. 3 Is this a one-time courtesy reversal for a first late payment and/or first check return fee? ✓ If Yes, confirm that this is the first fee reversed in the last 6 months refer to the section Identifying a First Time Late Payment Fee. ✓ If No, proceed to the next step. IMPORTANT! If a previous fee was reversed as a result of a bank error the customer is still entitled to the one-time courtesy reversal. 4 Select the following menu options from the left-hand menu of the CC Servicing Portal: Credit Cards→Credit Account Inquiries→Statement Inquiry Result: The Statement Inquiry screen displays. 5 Highlight the statement that the charges appear. 6 Select Transactions. Result: The Credit Transactions screen displays. 7 Highlight the fee transaction that needs to be adjusted. 8 Select Details. 9 Click on the Economic Concepts link in the upper right-hand corner of the screen. Result: The Economic Items Applied to Credit Transactions screen displays. 10 Highlight the item to be adjusted. 11 Click Adjustments. Result: The Adjustments screen displays. 12 Click Add. Result: The Adjustments Details screen displays. 13 Enter the Amount in the Adjustment Amount field. Note: The adjustment amount cannot be larger than the Gross Amount of the fee but can be less than the amount. 14 Enter the Reason for the adjustment in the Adjustment Reason field. IMPORTANT! Reasons must include specific details for the adjustment. 15 Select the Transaction Type from the drop-down menu. 16 Select OK. Result: The Transaction was Successful pop-up displays. 17 Click OK. Result: The Adjustments screen displays. 18 Notate the card contract comments with the fee adjustment details. IMPORTANT! Credit Card comments can be viewed and added in either of the following Servicing Portal paths: ✓ Credit Card Inquiries ➔ Card Inquiry Screen (Comments) ✓ Credit Account Inquiries ➔ Contract Number Inquiry (Comments) 19 Procedure is complete.