Reg E Customer Complaint Information & Language
Below is a template with sample Reg E customer complaint language that is required to be included on the face of each statement provided to an end customer. You need to seek approval from your partner bank on the exact language that should be used.
Note, you'll need to replace the phone number, email address, and physical address with what is relevant to your customer support model. It's recommended to use the same values as what you input into the statement config.
In case of errors or questions about your electronic transfers, telephone us at [phone number], send an email to [email address], or write us at [physical address] 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.
(1) Tell us your name and account number (if any).
(2) 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.
(3) Tell us the dollar amount of the suspected error.We will investigate your complaint and will correct any error promptly. If we take more than 10 business days to do this, we will credit your account 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.