Electronic Transfer Error Resolution
In Case of Errors or Questions About Your Electronic Transfers
Telephone us at (888) 255-3637 or write to us at 2150 Trade Zone Boulevard, Suite 200, San Jose, CA 95131 or e-mail us at [email protected] as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receipt. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error 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 orally, 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. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. 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 while we investigate.
For errors involving new accounts, point of sale, or foreign-initiated transactions, we may take up to 90 business days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error while we are investigating. For errors involving unauthorized use of a VISA® Debit Card, we will credit your account within 5 business days while we investigate your complaint or question if your account is not new. A new account is one where the account-holder has had an account with us for less than 30 days.
We will tell you the results within three business days after completing our investigation. If we decide there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in the investigation.