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Error Resolution Notice

ERROR RESOLUTION NOTICE

In Case of Errors or Questions About Your Electronic Transfers

If you believe there is an error on your account, or if you need more information about a transfer listed on your statement or receipt, please contact us as soon as possible.

You must notify us no later than 60 days after we sent the first statement on which the problem appears.

Contact Us

Phone: (970) 522-0111
Fax: (970) 522-2614

Mailing Address:
Sterling Federal Credit Union
PO Box 1086
Sterling, CO 80751

What to Provide

When you contact us, please include:

  • Your name and account number
  • A description of the transaction in question
  • An explanation of why you believe it is an error or need more information
  • The dollar amount of the suspected error

If you notify us orally, we may require that you submit your complaint or question in writing within 10 business days.

Our Investigation Process

We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly.

If we need additional time, we may take up to 45 days to complete our investigation. If this occurs, we will provisionally credit your account within 10 business days for the amount you believe is in error, so you have use of the funds during our review.

If we request written confirmation and do not receive it within 10 business days, we may not provisionally credit your account.

We will notify you of the results within 3 business days after completing our investigation. If we determine that no error occurred, we will send you a written explanation. You may request copies of the documents used in our investigation.

Important Timeframe Exceptions

  • If the error involves a new account (within 30 days of the first deposit), we may take up to 20 business days to investigate instead of 10.
  • For certain transactions—including point-of-sale (POS) transactions or transactions initiated outside the United States—we may take up to 90 days instead of 45 days to complete our investigation.
  • For new accounts, we may take up to 20 business days to provide provisional credit instead of 10.

Unauthorized Card Transactions

If the error involves an unauthorized debit card transaction (excluding ATM cash withdrawals), we will generally credit your account within 5 business days, unless circumstances warrant additional review. In that case, the standard timeframes above will apply.