Error Resolution Notice

This notice applies to electronic fund transfers (EFTs), including Visa debit card transactions, point-of-sale transactions, ATM withdrawals, and other electronic payments. For purposes of this notice, your "account" includes your Pool customer profile and any linked or eligible Pool Accounts accessible through your Pool debit card.

Preauthorized electronic transfers established through the recurring deposits feature are subject to the same error resolution rights described in this Notice.

In Case of Errors or Questions About Your Electronic Transfers,

Telephone us at 1-855-664-1888. Write us at 2261 Market Street STE 5249 San Francisco, CA 94114 or email us at hello@poolmoney.com as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receipt. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared.

Tell us your name card number and/or account number, or other identifying information we can use to identify your account.
Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
Tell us the dollar amount of the suspected error.

You may notify us orally or in writing. If you notify us orally, we may require written confirmation within 10 business days. 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 more time, we may take up to 45 days to investigate. In that case, we will provisionally credit your account within 10 business days (or 20 business days for new accounts) for the amount you believe is in error, so you may have use of the funds during the investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provisionally credit your account.

For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to provisionally credit your account for the amount you think is in error. An error includes unauthorized Visa debit card transactions, incorrect amounts, transactions you did not authorize, or transactions processed incorrectly.

We will tell you the results within three 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.

Applicability of Error Resolution Rights

These error resolution rights apply to transactions made using your Pool debit card, whether the card is used in physical or virtual form, and regardless of which eligible Pool Account is accessed for the transaction. For purposes of error resolution, Pool treats transactions as occurring at the customer profile level, with full visibility into the specific sub-account used.

Consumer Liability for Debit Cards

Tell us AT ONCE if you believe your card or PIN has been lost or stolen, or if you believe that a card transaction has been made without your permission. If you tell us within 2 business days after you learn of the loss or theft of your card, you can lose no more than $50 if someone used your card without your permission. If you do NOT tell us within 2 business days after you learn of the loss or theft of your card, and we can prove we could have stopped someone from using your card or Pool Account without your permission if you had told us, you could lose as much as $500.

Also, if your statement shows transfers that you did not make, including those made by card, code or other means, tell us at once. If you do not tell us within 60 days after the statement was made available or otherwise delivered to you, you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time. If a good reason (such as a long trip or a hospital stay) kept you from telling us, we will extend the time periods.

If you believe your card has been lost or stolen, call: 1-855-664-1888 or email us hello@poolmoney.com. For purposes of these disclosures, our business days are Monday through Friday. Federal Holidays are not included as business days.