General Online Banking Terms and Conditions

Welcome to Community West Bank’s Online Banking Service. Your enrollment in the Bank’s Online Banking Service constitutes your agreement with the terms and conditions of your deposit agreements and disclosures for each Account with us as well as your other agreements with us, such as loans, continue to apply notwithstanding anything to the contrary in the Agreement. The Agreement supplements any other agreements in place. In the event of an inconsistency between the Agreement and any subsequent Agreements, provisions and conditions contained in the

Agreement shall govern and control.

1. Definitions. For purposes of these Terms and Conditions, the following terms shall have the definitions assigned to them. To the extent there is conflict with a term below and a term pertaining to a specific Service, the definition in the specific Service shall control.

• "Account" means any Account (including checking, money market, savings, or loan) maintained by us which is enrolled in Online Banking and Mobile Services.
• “Account Owner” means a natural person who, during their lifetime, (i) (a) maintains an equal or greater equity interest in the Account or (b) is provided by Account Owner the authority to act on behalf of the Account Owner as it relates to Service(s) offered by us and (ii) maintains access to Personal Account and the ownership of funds in Personal Account.
• “Agreement” means this Personal Online Banking Agreement and any other related documents provided by us. It governs the use of Online Banking and Mobile Services.
• “App” or “Apps” means Application.
• “Available Balance” means the amount of funds that are available to you to withdraw or transfer to other Accounts.
• “Bank” means Community West Bank.
• "Business Days" means Monday through Friday, excluding Federal holidays, or other days that banks are legally closed.
• “Calendar Day” means a 24‐hour period, from midnight to midnight, including Saturday and Sunday and Federal Reserve holidays.
• “Cutoff time” means 7:00 p.m. Pacific Standard Time unless otherwise indicated on statements, notices or payments made in Online Banking for bill pay.
• “Designated Service Provider” means a third party where we have an agreement in place to offer a specific Service via a Third‐Party Site.
• “Entity” or “Entities” means companies related by common ownership or control.
• “Individual” means you, or any person granted access to any Services.
• “Login Credentials” means any combination of information used to gain access to the System. This includes usernames, access IDs, passwords, and token personal identification number generators provide by us or established by you through the System.
• “Mobile Banking” or “Mobile Banking Services” or “Mobile Services” means Text Banking, Community West Bank Mobile App, and Mobile Browser Banking, if available.
• “Mobile Browser Banking” means the access to Online Banking using a mobile browser.
• “Mobile Device” is a small, handheld computing device usually outfitted with a display screen and input method (either touchscreen or miniature keyboard). Many portable Mobile Devices have operating systems that can run Applications.
• “Online Banking” means Personal Online Banking and Bill Pay, including Zelle® Personal Payments Service and Account to Account Transfer Service that you access over the Internet by use of a personal computer and modem and/or other means we authorize or allow.
• “Paperless Statements” means Periodic Statements which are available only electronically.
• “Periodic Statements” means any statement produced at a designated interval, such as daily, weekly, monthly, quarterly, or semi‐annual.
• “Personal Account” means an account owned by an Account Owner that (i) is not used primarily for business or agricultural purposes and (ii) is enrolled in Online Banking and Mobile Services.
• "Recipient Account" is the account to which your funds will be credited.
• “Secure Access Code” means a 6‐digit Secure Access Code that is delivered to a registered email address or phone number. Once the code is retrieved from the registered contact point, Individual must enter the code to be granted access to Accounts online. Secure Access Codes are valid for 10 minutes. If you are unable to enter the Secure Access Code within 10 minutes, a new one may be generated up to two more times. Secure Access Codes will come from 86434 or notifications@cvcb.com or 800.298.1775.
• "Sender" means the Transaction Account holder initiating a transfer through the Service.
• “Service(s)” means any features of Online Banking made available to you through the Agreement.
• “Service Provider” means companies that we have engaged (and their Affiliates) to render some or all of the Service to you on our behalf.
• "Site" means the Online Banking website through which the Service is offered.
• “System” means our electronic or other system required to allow you to utilize each individual Service.
• “System Maintenance” means periods of time where one or more of our Systems has routine or scheduled updates performed.
• “Third‐Party Site” means any site we own and controls, or site where we have an agreement with a Designated Service Provider in order to offer a specific Service.
• “Third Party Aggregation Service(s)” means any software solution offered outside of our or Designated Service Providers’ Services that consolidates all Account information for viewing in one location.
• “Text Banking" means Short Message Service (or “SMS”) in which you can text us and we will text you back with your request account information.
• “Transaction Account" means the Account from which your funds will be debited, your A2A Service fees will be automatically debited, or to which funds will be returned.
• "Transfer Instruction" means the information provided by you to the Service for a transfer of funds to a Recipient Account.
• "You", “you”, “Your”, "your", “Yours”, and "yours" means the person(s) enrolled in, and authorized to, use any Electronic Services as set forth under the Agreement.
• "We", “we”, “Our”, "our," “Ours”, “ours”, “Us”, and "us" means Community West Bank.

2. Services. We may provide Services that are not specifically included in the Services section of the Agreement. By accepting and using any such Service, you agree that the Service will be governed by the Agreement and any other conditions communicated to you by us. If not then currently available, these Terms and Conditions will apply to the specific Services once the Services are available and used by you.

3. Other Agreements. The terms and conditions of your deposit agreements and disclosures for each Account with us as well as your other agreements with us, such as loans, continue to apply notwithstanding anything to the contrary in the Agreement. The Agreement supplements any other agreements in place in the event of an inconsistency between the Agreement and any subsequent Agreements, provisions and conditions contained in the Agreement shall govern and control.

4. Alterations and Amendments. The terms of the Agreement, applicable fees, and service charges may be altered or amended by us from time to time. In such event, we shall send notice to you in any form permitted by law, including through electronic means, to your address or location, as it appears in our records.

The continuation of any Services after we send you such notice will constitute your agreement to such change(s). Further, we may, from time to time, revise or update our program, Services, and/or related material(s) rendering such prior versions obsolete.

Consequently, we reserve the right to terminate the Agreement as to all such prior versions of our programs, Services, and/or related material(s) and limit access to more recent versions and updates, subject to applicable terms and conditions.

5. Address Changes. You agree to promptly notify us, orally or in writing, of any address change that impacts Personal Account(s) or your use of any Services.

6. Termination or Discontinuation. We have the right to terminate the Agreement or any portion of the Services provided herein, at any time, at our sole discretion. However, any banking transactions or payments you have previously authorized will be completed as instructed. Neither termination nor discontinuation shall affect your liability or obligation under the Agreement.

7. Disputes. In the event of a dispute regarding the Services, you agree to resolve the dispute by looking to the Agreement. In case of errors or questions about your transactions, you should notify us as soon as possible orally by phone at 800. 298.1775 or 559.298.1775. or in writing at Community West Bank, Customer Service, 7100 N. Financial Drive, Suite 101, Fresno, CA 93720.

8. Assignment. You may not assign the Agreement to any other party. We may assign the Agreement to any present or future, directly or indirectly, affiliated company. We may also assign or delegate its rights and responsibilities under the Agreement to independent contractors or other third parties. We may, at any time, in whole or in part, delegate any of its functions hereunder to any affiliate, purchaser, successor, or subcontractor.

9. Security. We advise you not to give or make available your Login Credentials to anyone. You acknowledge that your Login Credentials are authentication tools or methods used by us to verify your identity and we may require you to use additional authentication tools or methods at any time and from time to time.

You further agree that if you do not use our additional authentication tools, if and when they become available, your access and use of Online Banking and Mobile Services may be limited or terminated. If you have given someone else your Login Credentials or other means of access and want to terminate that authority, you must change your Login Credentials or other means of access or take additional steps to prevent further access.

10. Third Party Aggregation Services. Some third‐parties offer aggregation services that allow you to consolidate Account information from different sources so that all Accounts can be viewed at one online or mobile location. These third parties may require you to provide personal identification information including specific Account information or Login Credentials.

By providing this information to an aggregation service, you authorize the Third‐Party Aggregation Service to access Accounts, and to initiate money movement to or from Accounts.

1. Any use of a Third‐Party Aggregation Service is at your own risk. You are responsible for the use of Accounts, or the disclosure of any personal identification information to, or by, the third party. To revoke access provided to a Third‐Party Aggregation Service, you agree to contact us and request new Login Credentials.
2. All matters concerning Third Party Aggregation Services’ websites are solely between you and the Third‐Party Aggregation Service. We make no warranties or representations with regard to any Third‐Party Aggregation Services’ website.

11. Force Majeure. Without limiting the foregoing, we shall not be liable for and shall be excused from failing to act or delay in acting if such failure or delay is caused by legal constraint, interruption of transmission or communications facilities, equipment failure, war, acts of terror, emergency conditions or other conditions beyond our control, conditions including but not limited to a blizzard, flood, tornado or any other adverse weather conditions.

12. Our Liability. In the performance of the Services required by the Agreement, we shall be entitled to rely solely on the information; representations and warranties provided by you pursuant to the Agreement and shall not be responsible for the accuracy or completeness of such information.

Except as otherwise specifically provided by law, we shall be responsible only for performing the Services expressly provided for in the Agreement and shall be liable only in the event of loss due to its gross negligence or willful misconduct in performing those Services.

In no event shall we have any liability for any consequential, special, incidental, punitive or indirect damages you may incur or suffer in connection with the Agreement whether or not the likelihood of such damages was known or contemplated by us and regardless of the legal or equitable theory of liability you may assert.

1. If, for any reason, we are adjudged liable to you, it shall only be to the extent that the amount of the damages resulting from such liability arise out of our gross negligence or willful misconduct and, in such cases, damages will be limited to the amount of the aggregate monthly fees and charges paid by you for the Services for the immediate three (3) month period prior to the event giving rise to your claim. In no event shall we be liable for consequential damages, exemplary damages or lost profits, even if you advise us of the possibility of such damages. The provisions of this section shall survive the termination of the Agreement.
2. Without limiting the generality of the foregoing, we will not be liable to you in the following situations:
   • If through no fault of ours, you do not have enough available money in Account from which a payment or transaction is to be made, or if Account has been closed or is not in good standing, or if we reversed a payment or transaction because of insufficient funds, or if any payment or transaction would go over the credit limit of any Account;
   • If your equipment or ours was not working properly and the breakdown should have been apparent to you when you attempted to conduct the transaction;
   • If you have not given us complete, correct or current Account numbers or other identifying information so that we can properly credit Account or otherwise complete the transaction, or if you do not properly follow our instructions, or if you provide us with wrong or inaccurate information, or fail to correct or tell us about any inaccuracy of which you are aware;
   • If you do not instruct us soon enough for your payment or transaction to be received and credited by the time its due;
   • If the money in Account from which a payment or transaction is to be made is subject to legal process or other claims restrict the transaction, or if circumstances or persons beyond our control prevent, delay, intercept or alter the transaction, despite reasonable precautions that we have taken;
   • If you have an overdraft line and the transfer would go over the credit limit;
   • If we have a hold on Account;
   • If Account is closed or has been frozen;
   • If you or anyone authorized by you commits any fraud or violates any law or regulation;
   • If we have a reasonable basis for believing an unauthorized use of your Security Devices has occurred or may be occurring;
   • If you are in default under the Agreement or if we or you terminate the Agreement; and,
   • If the failure was caused by a fire, or other catastrophe, or by an electrical or computer failure or by other causes beyond our control, or if we have a reason to believe that the transaction requested is unauthorized.

For incidental or consequential damages, the above listing is not meant to be exhaustive.

12. Electronic Mail. Email to us is not a secure method of communication and we recommend you do not send information by email. We may disregard Email we receive from you. You should not include confidential information, such as account numbers and balances in any emails to us.

You cannot use email to initiate transactions via Mobile Services. All such transactions must be initiated using the appropriate features. We will not be liable for any errors, omissions, claims or problems of any kind involving your sent Email.

13. Technical Support and Training. From time‐to‐time, and depending on Services that you may use, you may request us to provide technical support or additional training. This technical support or training may be provided via telephone or on‐ site.

1. You agree that you have permission to receive technical support or training, You are responsible and liable for the following:
   • Ensuring that you are accessing a computer that you have permission to;
   • Confidentiality and the securing of your data, software, and hardware.
2. You agree that we are not responsible or liable for the following:
   • Access by third parties, with or without your authorization, to your data, software, or hardware, and,
   • Exploitations of security gaps, weaknesses, or flaws (whether known or unknown) that may exist in the equipment used to provide technical support or training.

14. No Waiver. We shall not be deemed to have waived any of our rights or remedies hereunder unless such waiver is in writing and signed by us. No delay or omission on our part in exercising any right or remedy shall operate as a waiver of such right or remedy or any other rights or remedies. A waiver on any one (1) occasion shall not be construed as a bar or waiver of any rights or remedies on future occasions.

15. Severability. Wherever possible, each provision of the Agreement shall be interpreted in a manner which makes the provision effective and valid under applicable law. If applicable law prohibits or invalidates any part or provision of the Agreement, that particular part or provision shall be ineffective only to the extent of such prohibition or invalidity, without invalidating the remainder of such provision or the remaining provisions of the Agreement.

16. Captions. The captions on sections hereof are for convenience only and shall not control or affect the meaning or construction of any of the provisions of the Agreement.

17. Governing Law. Any dispute concerning us and you, arising out of, connected with, related to, or incidental to the relationship established between them in connection with the Agreement, and whether arising in contract, tort, equity or otherwise, shall be resolved in accordance with the internal laws and not the conflicts of law provisions of the State of California.

PERSONAL ONLINE BANKING SERVICE

If you are enrolled in our Personal Online Banking Service (‘online banking’), this section states the terms and conditions that apply. These terms and conditions are in addition to those that apply to any Accounts you have with us or any other services you obtain from us. You must also follow all of our instructions and procedures applicable to the Services covered by the Agreement. Online Banking allows you to make payment, transfer funds, access Accounts, obtain information and perform other transactions.

1. Definitions.

• “Point‐of‐Sale Website” means the combination of hardware and software built to centralize business operations for a Third‐Party Vendor with whom you or an Individual has chosen to transact a monetary exchange for goods or services.
• “Third‐Party Vendor” means anyone who provides goods or services to you or Individual

2. Online Account Owner Information. You must be the owner of the Account. You may not designate any Account that requires more than one (1) signature for withdrawals.

3. Online Banking Transactions. You, or someone you have authorized by giving them your Online Banking ID and password or other means of access (even if that person exceeds your authority), can instruct us to perform the following transactions:

• Make transfers between Accounts to the extent authorized;
• Obtain information that we make available about Accounts; and,
• Obtain other Services or perform other transactions that we authorize.

4. Limits on Online Banking Transactions.

• Transfers initiated prior to the Cutoff time on a Business Day will be posted to the Receiving Account the same day. All transfers completed after the Cutoff time or on a non‐Business Day or holiday, will be posted the following Business Day.
• You assume responsibility for verifying availability of funds at the time of the payment or fund transfer order. You must have enough money or credit in the Account from which you instruct us to make a payment or transfer.
• Transfers from a savings Account by preauthorized, automatic, check, telephone or computer transfer area unlimited. You will not be charged nor will we close your account for excessive transactions.
• If more than one transfer is made at or about the same time and the available funds in the applicable Account do not cover all of such fund transfer orders, we, at our option may execute as many of such fund transfer orders as possible within the dollar limits of such available funds, in any order convenient to us and in our sole discretion.

5. Access to Personal Lines of Credit (PLOC):

You can use the Online Banking service to make credit advances from your PLOC to your designated checking account (the Community Credit Line Checking Account, the Executive Credit Line Checking Account or similar personal line of credit checking account, collectively PLOC Checking Account) with the Bank, which would include any joint account you hold with a third party who is not a party to the PLOC .

You agree that each person who accesses the Service to make advances to a PLOC Checking Account is an “Authorized Signer,” as that term is defined in the applicable PLOC agreement and disclosure (the PLOC Agreement). You can make credit advances using the Online Banking service subject to the PLOC Agreement and the following conditions:

• The advance will not cause your PLOC balance to exceed your Credit Limit, as defined in the PLOC Agreement.
• The terms of your existing PLOC Agreement currently allow you to make credit advances: (i) by telephone request; (ii) by requesting a credit advance in person; or (iii) because you have insufficient funds in your designated checking account with us in excess of the available collected balance in the account.
• You are not in default under the terms of the PLOC Agreement.
• Your PLOC is not secured by inventory or accounts receivable – that is, an “asset‐based” line of credit.

There is no fee for using the Online Banking service to make advances from your PLOC to your PLOC Checking Account. You may be assessed other fees (e.g., annual, transaction or penalty fees) based on the terms of your PLOC Agreement.

You agree that we have the right to suspend automatic advances from your PLOC made through the Service to your designated PLOC Checking Account if your PLOC is nearing 30 days past due. Neither termination nor suspension will affect your liability or obligations under the PLOC Agreement.

We also may suspend PLOC advances made through the Online Banking service if you are in default under the terms of the PLOC Agreement or if we detect or suspect fraud or other unauthorized activity has occurred on any of your accounts or the PLOC.

By accessing the PLOC under this section, you acknowledge that such access constitutes a separate signature authorization for the applicable PLOC Checking Account.

6. Access to Home Equity Line of Credit (HELOC). You can use the Online Banking service to make credit advances from your HELOC to your designated checking account (the Equity Line Checking Account) with the Bank, which would include any joint account you hold with a third party who is not a party to the HELOC.

You agree that each person who accesses the Service to made advances to the Equity Line Checking Account is an “Authorized Signer,” as that term is defined in the Home Equity Line of Credit Agreement and Disclosure (the HELOC Agreement). You can made credit advances using the Online Banking service subject to the HELOC Agreement and the following conditions:

• The advance will not cause your HELOC balance to exceed your Credit Limit, as defined in the HELOC Agreement.
• The terms of your existing HELOC Agreement currently allow you to make credit advances: (i) by telephone request; (ii) by requesting a credit advance in person; (iii) because you have insufficient funds in your designated checking with us in excess of the available collected balance in the account.
• You are not in default under the terms of the HELOC Agreement.

There is no fee for using the Online Banking service to make advances from your HELOC to your Equity Line Checking Account. You may be assessed other fees (e.g., annual, transaction or penalty fees) based on the terms of your HELOC Agreement.

You agree that we have the right to suspend automatic advances from HELOC made through the Service to your designated Equity Line Checking Account if your HELOC is nearing 30 days past due. Neither termination nor suspension will affect your liability or obligations under the HELOC Agreement.

We also may suspend HELOC advances made through the Online Banking service if you are in default under the terms of the HELOC Agreement or if we detect or suspect fraud or other unauthorized activity has occurred on any of your accounts or the HELOC.

By accessing the HELOC under this section, you acknowledge that such access constitutes a separate signature authorization from the Equity Line Checking Account.

7. Our Liability for Failure to Complete Payments or Transfer. If we do not complete a payment or transfer on time or in the correct amount according to our agreement with you, we will be liable for your losses or damages. However, there are exceptions. We will not be liable, for:

• If, through no fault of ours, you do not have enough available money in the Account from which a payment or transfer is to be made, or if the Account has been closed or is not in good standing, or if we reverse a payment or transfer because of insufficient funds, or if any payment or transfer would go over the credit limit of any Account;
• If your equipment or ours was not working properly and the breakdown should have been apparent to you when you attempted to conduct the transaction;
• If you have not given us complete, correct or current Account numbers or other identifying information so that we can properly credit your Account or otherwise complete the transaction or if you do not properly follow our instructions, or if you provide us with wrong or inaccurate information, or fail to correct or tell us about any inaccuracy of which you are aware;
• If you do not instruct us soon enough for your payment or transfer to be received and credited by the time it is due;
• If the money in Account from which a payment or transfer is to be made is subject to legal process or if other claims restrict the transaction, or if circumstance or persons beyond our control prevent, delay, intercept or alter the transaction, despite reasonable precautions that we have taken;
• If the failure was caused by fire or other catastrophe, or by an electrical or computer failure or by other causes beyond our control, or if we have a reason to believe that the transaction requested is unauthorized; and,
• For incidental or consequential damages.

8. Your Liability and Indemnity. You warrant that you will perform your obligations under the Agreement consistent with all applicable bank rules and regulations and that all information that you provide us is accurate, timely, and has been authorized by you and in the event that you breach any of the foregoing warranties, you agree to indemnify us against any loss, liability and expense. You agree to hold us harmless for any and all acts of any employees or persons who you grant access to or who gain access your Online Banking Account.

You consent, by execution of the Agreement, to disclosure of your customer information to those that gain access to Accounts.’

9. Availability. Bank agrees to make any of the Services which are accessed through Online Banking or Mobile Banking, available, other than when System Maintenance is being performed. However, transactions are processed and information is updated only on Business Days. Transfers made after the Cutoff time will be processed on the next Business Day.

10. Periodic Statements. If Account Owner has not elected to receive Paperless Statements, a Periodic Statement will be issued by us to Account Owner which reflects credits and debits to the Account. You agree to notify us promptly if you change your address or if you believe there are any errors or unauthorized transactions on any Periodic Statement you receive.

11. Paperless Statements. Copies of your Periodic Statements are available through Online Banking. You may choose to discontinue receiving paper statements through U.S. Mail upon request at any time by updating your setting through Online Banking. If you choose to discontinue receiving paper statements, you can revoke your previous request at any time with no fee, by logging into Online Banking or by calling us at 800.298 1775 or 559 298 1775 or writing to us at: Community West Bank, 7100 N. Financial Drive, Suite 101, Fresno, CA 93720.

• You must have access to a computer which is able to comply with and adhere to the software and hardware requirements to enable the electronic delivery of Periodic Statements as well as your access to the statements, which includes having appropriate App or browser software, such as Microsoft Windows 10 or Mac OS X 10.10 or later, Google Chrome, Mozilla Firefox, Microsoft Edge for Windows, and Safari for macOS, or equivalent software and communications access to the Internet. The most recent version of Adobe Reader is recommended. You agree that you are able to meet such software and hardware requirements.
• Documents may be in Portable Document Format (PDF). In order to view, download, and print a PDF document, you must have Adobe Acrobat Reader software or another PDF Viewer. You can download Adobe Acrobat Reader at no charge from Adobe’s website.
• We may change the hardware and software required at any time with ten (10) Calendar Days advance notice to you via email. If you choose not to obtain the new hardware or software, you may withdraw your consent for Paperless Statements and Periodic Statements will then be delivered by U.S. Mail. No fees or charges will be incurred for such withdrawal. You will remain liable for any other fees disclosed.
• At any time, you may request a paper copy of your Periodic Statement and we will provide it to you. You can make this request (a) in Online Banking (b) by calling us at 800 298 1775 or 559 298 1775; or (c) by writing to us at Community West Bank, 7100 N. Financial Drive Ste. 101, Fresno, CA 93720. We reserve the right to charge you our then‐standard additional statement fee for completing such request. These fees are listed in our fee schedule. We reserve the right to change our fee schedule from time to time.

12. Charges for Transactions. You agree to be charged for any applicable Online Banking fees as listed in our fee schedule. We reserve the right to change our fee schedule from time to time and your Account will be charged in accordance with the new fee schedule after giving you proper notification.

13. Unauthorized Transactions or Loss or Theft of your Login Credentials. If you believe your Login Credentials have been lost or stolen, or that someone has used them without your authorization, call us or visit a banking center.

• If you notify us of a loss, your liability for unauthorized transactions or payments will be as follows:
  • If you contact us within two (2) Business Days after learning of the loss or the theft of your Login Credentials, you can lose no more than $50.00 if someone used your Login Credentials without your permission;
  • If you do not contact us within two (2) Business Days after you learn of the loss or theft of Login Credentials and we can prove that we could have prevented the loss if you had told us earlier, you could lose as much as $500.00;
• Should your Periodic Statement(s) for Personal Accounts show transfers or payments that you did not make, including those through Online Banking, notify us immediately. If you do not tell us within sixty (60) Calendar Days after the Periodic Statement for Personal Account was mailed, you may not get back any of the money lost after the sixty (60) Calendar Days if we can prove we would have prevented those losses had you notified us earlier; and,
• If you have given someone else your Login Credentials and want to terminate that person’s authority, you must change your Login Credentials to prevent further access by such person.

14. Unauthorized Transactions and Notice of Errors (Applicable to Personal Accounts only).

• In case of errors or questions about your Electronic Transfers or if you think your Periodic Statement is wrong or if you need more information about a transfer listed on the Periodic Statement, telephone us at 800.298.1775 or 559.298.1775 or write: Community West Bank, 7100 N. Financial Drive, Suite 101, Fresno, CA 93720, as soon as you can. We must be notified by you no later than sixty (60) Calendar Days after we sent the first (1st) statement on which the problem or error appeared.
• You will need to tell us:
  • Your name and Account number;
  • Describe the error or transfer in question and explain, as clearly as you can, why you believe it is an error or why you need more information; and,
  • The dollar amount of the suspected error and approximately when the error took place.
• If you tell us orally, we may require that you send your complaint or question in writing to us within ten (10) Business Days.
• We will determine whether an error occurred within ten (10) Business Days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty‐five (45) days (ninety (90) days for errors or questions involving a transaction initiated outside of the United States or at a point‐of‐sale terminal or for new Accounts) to investigate your complaint or question. If we decide to investigate your complaint or question, we will credit your Account within ten (10) Business Days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten (10) Business Days, we may not credit your Account.
• We will tell you the results within three (3) Business Days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation. The Service may revoke any provisional credit provided to you if we find an error did not occur.