Items on her October 30 statement would not be covered, either under Section 205.11 if she made her claim in January. For example, if statements are delivered to your customer on the 30th of each month, the fraudulent transactions appearing on the 9/30 statement (the earliest of the problem transactions) would be covered by Section 205.11 if she made her claim in November, but not if she didn't make it until January 26. If she didn't mention unauthorized transactions to the bank until 1/26/11, that's the date of her claim and you can determine for each claimed item whether more than 60 days elapsed from the item's statement date. Do you know whether your customer said anything about particular transactions being unauthorized when she contacted your bank on November 19? If she did, that was when she made her claim, and you can determine if it's within 60 days of the applicable statement dates. The 60-day period starts with delivery of the statement on which the alleged fraudulent EFT appears. 2023 BSA/AML Top Gun Conference ON-DEMANDįirst, was your customer's notice of her claim timely enough to satisfy the Section 205.11 rules.2023 Lending Compliance Triage Conference.2023 Operations Compliance Triage Conference.people that receive correspondence from customers are a lot more experienced and are trained to forward these types of disputes to higher ups to take action since this is a serious allegation of a potential violation of fair credit reporting if they are reporting you late on your credit. More than likely the rep on the phone is WAY TOO LAZY or WAY TOO INEXPERIENCED to look further into this issue because it sounds like it's a pain in the ass and the easiest thing is to tell the client "we don't have it" and let you hang up while they wait on the might clock for their end of shift. when things are in writing it really begins to light a fire under their butts. I'm assuming the proof chase gave you is solid and in writing so if I were in your position I would start by speaking with the supervisor and then begin by writing letters to the other two bank to their corporate customer service WITH the attached proof. Usually once the bank has received proof of payment it is on them to find it. The receiving bank can't just reject this proof. When you go on Chase Online to the bill pay tab under payment history there should be a link that says "request info" and select proof of payment. What can I do next? If I am to file a CFPB claim, which bank do I file it against? How is it possible that my money disappeared without a trace? No one can help me and points to the other party. I have spoken, nicely, to over a dozen people on the phone across all 3 banks this week. The money was withdrawn from my account that same day. They provide me a proof of payment which DMI flatly rejects and says they don’t have the money and the trace id for chase, not them. I think I should double down on disputing the claim with chase, but lots of hours on the phone and they are firm: payment was not fraudulent and was accepted by other bank, so no refund for me. Chase says the payment was processed and accepted and they don’t budge on authorizing any kind of dispute. DMI say they don’t have my money: they claim the since the account number I provided is incorrect (and it doesn’t exist in their system), the payment must have been rejected. So for a week now, I have been stuck in an endless loop of talking to Chase/CU/DMI. Turns out the servicer of the mortgage loan is the CU itself and not DMI. I had to make my first payment on the HELOC and I set it up just as I did my mortgage payment (using Chase Bill Pay to DMI and using the loan number for the HELOC). I have been paying my mortgage to DMI through Chase Bill Pay with 0 issues. My direct deposit and savings is with Chase. The servicer for my mortgage loan is Dovenmuehle (DMI). Here’s the back story: I have a mortgage with a local CU and recently opened a HELOC with them as well. I seem to have reached a dead end and would like to hear any insights you might have.
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