Handling Consumer Inquiries About Deposits
This guide outlines how your customer service teams can respond to inquiries and provide clarity and reassurance.
If the penny drop feature is enabled on your account, customers may notice a small deposit (e.g., a $0.01 transaction) and get curious. These micro-deposits are part of Socure's standard account verification process, which helps confirm account status (open/closed) when linking an account.
Key points to communicate
1. Legitimate transaction
- The penny deposit is a legitimate transaction as part of the verification process.
- It securely confirms the account’s status and poses no risk of fraud.
2. Possible reasons for the micro-deposit
Provide customers with a few possible explanations:
- New account opening or updating account details
- Ongoing due diligence by the bank as part of routine maintenance
- Automatic renewal or updates to a financial service
- Delayed verification from a past service enrollment
Note:
Be transparent about which service triggered the deposit and reassure that it’s standard verification.
3. Security reassurance
- The deposit does not grant access to customer funds or personal info. '
- Transactions are processed securely through FedNow and RTP, which do not require direct account access.
- This is a standard industry practice that serves as a record of verification.
4. Reassuring account safety
- Acknowledge that monitoring accounts is a good practice.
- Explain that the deposit typically remains in place and is part of routine verification to keep accounts secure.
Sample script for customer service representatives
| Step | Script |
|---|---|
| Greeting | Thank you for calling [Bank Name]. My name is [Your Name], and I’d be happy to assist you today. May I confirm your name and the reason for your call? |
| Responding to the inquiry | Thank you for bringing that to our attention! The one-cent deposit you noticed is a legitimate transaction. This deposit is part of our standard account verification process, which we conduct to securely confirm the status of your account. |
| Provide possible reasons | This process is commonly done for several reasons:<br>- New account opening or updating bank account details<br>- Ongoing due diligence from our side as your bank<br>- Automatic renewal or update to a financial service<br>- Delayed verification from a past service<br><br>The specific service that initiated this verification is ____, and I can assure you it’s part of a standard process and not fraudulent activity. |
| Security reassurance | It’s great that you’re monitoring your account closely! Please know that this transaction does not grant access to your funds or personal information. We use secure payment networks, including FedNow and RTP, which don’t require direct access to your account. This deposit is simply part of the verification process and typically remains in your account as a record. |
| Address further concerns | If you have any other questions or concerns about this transaction or your account, feel free to ask, and I’d be happy to assist with any additional details. |
| Closing | Does that answer your question? Is there anything else I can help you with today? Thank you for calling [Bank Name], and have a great day |
Tips for effectively handling inquiries
- Stay reassuring and professional: Customers may be worried about fraud. Reassure them this is standard.
- Be transparent but protect privacy: Explain the legitimacy of the deposit, but avoid oversharing details.
- Emphasize security: Reinforce that funds and personal data remain safe.
Updated 5 months ago