Verification for check request customers by channel
Phone – pick four (4) Account number Address Social Security DOB Account Type Date of last deposit OLB no requirements Email Email address in ticket must match in Horizon Direct to Online Banking to send in request
What if a Client Emails Quontic and the Email Does Not Match what is in Horizon XE?
Direct the client to send a message through their OLB Self Service > Secure Messaging > Compose
Is a Written Form of Communication Required When Requesting Checks?
Yes. Phone: Send an email for them to respond to while on the phone. Email: Make sure the email matches what we have on file. OLB: Proceed with the request.
What if a Client Requests Checks Over the Phone?
Phone requests must be accompanied by a written request Send an email to the client while on the phone Include the order details for the client to verify Once the client replies with confirmation, the checks ordering process can begin For more information:
Can a Client Request a NYDIG Statement?
Yes – NYDIG Statement requests are for Bitcoin checking accounts
What to do When a Client’s Request is Complete?
Communicate to the client that their request is complete. If a Debit Card/Checks/etc were ordered, provide the client with expected delivery times. Change the ticket status to Complete/Resolved
If My CD was Opened in Error and I Want to Close It, Will I Be Charged a Penalty?
Yes, there is a penalty. It is strongly encouraged for customers to contact their bank and request an R11. Exceptions can be made depending on the circumstances. Send to DBO for an account review.
I Opened My CD in Error – What Can I do?
The customer may request an R11 with the originating bank. This is a formal request to recall the funds, and Quontic does not initiate it. If a customer opens a CD and wants to close it immediately, to avoid a penalty with Quontic this is the best option.
Is There a Foreign Transaction Fee When Using a Debit Card or Pay Ring?
No – There are no foreign transaction fees. However, it is possible that the merchant may charge fees.
Is Biometrics Available for All Phones? (Face ID or Thumbprint)
No – Currently, biometrics are available on iPhone only.