The Account is Restricted – Who do I send the Ticket to for Review?
It depends on which department placed the restriction originally and who requested the documents. Notes on Horizon will specify – If the note does not state from the fraud department, then docs should be sent to DBO. If the notes are from Fraud – Documents and explanations should be sent to the fraud portal. Access […]
Does Quontic Accept Military IDs?
Yes – We accept government-issued IDs including military IDs as long as it has an expiration date. We do not accept military IDs with no expiration dates.
If a Customer Applied Once for an Account, Can They Try Again?
Yes, customers may reapply. The system is set up to review each application using the same factors and provides a consistent response based on each applicant’s unique circumstances. On the new application, the customer will need to alter their email address, either by capitalizing a letter or by using a completely different email address.
Who Can Request Statements on an Account?
Any signer/owner on the account can request the statements from us. Beneficiaries cannot request statements.
Can customers view statements in there online banking?
Yes, customers can retrieve their statements from their online banking portal.
How to Request Copies of Statements and Checks
Online Banking Portal – Use the Copies request form request form Secure “General” Message By Phone – Must send written confirmation of the request Send the customer an email while on the phone for them to reply to and confirm Email – Email [email protected] Verify email address matches the account in Horizon
Where to Find E-Statements?
On HorizonXE at the top right corner of the page select the link symbol and select FIS links. Once there, you will select eDelivery Administrator Tool. Click on STATEMENTS and enter the customer’s account number or their full name and click search This will pull up all statements from when they opened the account to […]
What Priority is Failed/Pending Enrollment on the Hubspot Ticket?
Priority – Low
What Snippets to Include in Check Order/ReOrder HubSpot Tickets?
Client’s Horizon XE profile ‘Reorder Checks’ submission/Confirmation page from Web Admin OR Secure message containing the order/reorder request (if applicable)
What if a Check Order is in Progress and the Client Inquires a Second Time? Or Sends a Duplicate Request?
Select Deny Request Let the customer know why and how long they should expect to wait. Checks typically take 7-10 business days for delivery