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If a customer is reporting that an ACH Sent to Wrong Account or Routing Number

Anna
Updated

If a client reports they sent an ACH to an incorrect account or routing number (typo or customer entry error):
✔ Instruct them to wait 2–3 business days for a potential R03 return to process automatically. R03 - No Account ACH returns are generally expected to be received if the receiving account is not valid. Suggestion would be to ask the customer to confirm the counterparty details. 
✔ Only escalate to Unit Support if no R03 return is received after 3 business days, or if the customer is able to confirm the counterparty account is a valid account but not the intended account.

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