In Case of Errors or Questions About Your Electronic Transfers (for consumer1 accounts only)
Write us at 1505 Lakes Parkway, Suite 100, Attention: Operations, Lawrenceville, GA 30043, or call us at 678.889.4328 as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer on the statement or receipt. We must hear from you no later than 60 days after we sent you the FIRST statement on which the error or problem appeared.
- Tell us your name and account number (if any).
- Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
- Tell us the dollar amount of the suspected error.
If you tell us verbally, we may require that you send us your complaint or question in writing within 10 business days. We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly [five (5) business days for Visa Check Card point-of-sale transactions and 20 business days if the transfer involved a new account]. If we need more time, however, we may take up to 45 days (90 days if the transfer involved a new account, a point-of-sale transaction, or a foreign-initiated transfer) to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days of receiving the error notice, and will inform you, within two (2) business days, after providing provisional credit, of the amount and date, so that you will have the use of the money during the time it takes us to complete our investigation [five (5) business days for Visa Check Card point-of-sale transactions and 20 business days if the transfer involved a new account]. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account.
Your account is considered a new account for the first 30 days after the first deposit is made, unless each of you already has an established account with us before this account is opened. For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question.
We will tell you the results within three business days after completing our investigation. After completing the investigation, we will correct the error, if any, within one (1) business day after determining that an error occurred. A report of our results will be delivered or mailed to you within three (3) business days after the conclusion of the investigation including, if applicable, notice that a provisional credit has been made final. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.
1 Consumer accounts are those used primarily for personal, family or household purposes.