What to do if a client is disputing a Dormant Account?

Verify the client’s last contact with Quontic

Ensure Horizon XE last activity is up to date

If contact was made but Last Activity Date was not updated, which caused the account to go to Dormant Status we must correct that status

CX DO NOT update the account status (DBO must do this for auditing purposes)

Notify DBO via a Hubspot ticket with the evidence of contact to request the status be corrected

Demand Deposit Checking and Interest Checking accounts go dormant after 12 months of inactivity

Money Market and Savings accounts go dormant after 24 months of inactivity

Certificate of Deposit do not go Dormant