Customer Service & Research
Our in-branch Customer Service Representatives are available to assist you with research, account reconciliation and account maintenance issues. Below are some of the services available:
Stop Payment Orders: A Stop Payment order is an order from the customer to his or her bank to revoke a specific payment authorization. Stop payment orders are pre-emptive orders, in that the order must be placed prior to the item being presented to the Bank for payment.
To execute a Stop Payment order in relation to a check or a pre-authorized automatic payment or Visa Debit Card payment, please contact any in-branch Customer Service Representative. A verbal stop payment order will be considered valid for a period of 14 days, but will need to be followed by a signed Stop Payment order form. Please see our Schedule of Fees for applicable charges.
Chargebacks/Disputes: While a Stop Payment order is a pre-emptive request to block payment of a specific un-presented item, a Chargeback or a Dispute may be initiated in certain circumstances for an automatic transaction or Visa Debit Card transaction that has already posted against an account. All electronic transactions are governed by Federal banking Regulation E. “Reg E” allows a consumer 60 days from the date an item appears on a bank statement, to contest the charge. Our Customer Service Representatives will provide any customer who meets the requirements of Reg E, a form initiating a dispute of an automatic or card-based transaction. Any qualifying dispute will be forwarded to our EFT Department for processing. For qualifying disputes, the Bank may provide provisional credit, according to the Regulation, for the item until the dispute is resolved. The customer will be advised of the final determination of the dispute. If the dispute or chargeback is approved the customer will retain the provisional credit; however, if the dispute or chargeback is denied, the provisional credit will be retracted. Prior to any Visa Debit Card chargeback order, the customer must certify that he or she has made a reasonable attempt to first resolve the issue directly with the merchant.
Research/Account Reconciliation/Statement or Item Copies: Our Customer Service Representatives can facilitate the resolution of most research, accounting and troubleshooting issues. If you have questions regarding your account, dispute the accuracy of any item, need research conducted or copies of any documents, please contact any of our in-branch Customer Service Representatives. Refer to our Schedule of Fees for applicable charges.
Issues relating to Internet Banking, Telephone Banking or Visa Debit Cards: Our EFT Customer Support department can be contacted directly by calling 1-866-638-1705 or by e-mailing: firstname.lastname@example.org.