NatPay ACH Error Resolutions
Last updated: December 07, 2021
In case of errors or questions about your electronic transfers call or email us at:
Toll Free: 1-800-284-0113
Email: [email protected]
Contact National Payment Corporation (NatPay) as soon as you can if you think your statement or information regarding a transaction is wrong or require more information about an item listed on the statement. We must hear from you no later than 30 days after we sent the first statement on which the problem or error appeared. When contacting NatPay regarding an error resolution, please be prepared to communicate the following information:
a. Your name and NPC account number.
b. The error or the transaction in question and explain as clearly as you can why you believe it is an error or why you need more information.
c. The dollar amount of the suspected error.
If you tell us by phone, we may require you send us your complaint or question in writing within 10 business days. We will tell you the results of our investigation within 10 business days after we hear from you and will correct any error promptly.
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 credit your account. For errors involving new accounts, we may take up to 10 days to investigate your complaint or question.
For new accounts, we may take up to 10 business days to credit your account for the amount you think is in error. We will tell you about 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.
Please contact NatPay as soon as you can if you think your statement or information regarding a transaction is wrong or need more information about an item listed on the statement. We must hear from you no later than 30 days after we sent the first statement on which the problem or error appeared. If you still have an unresolved complaint regarding NatPay transaction activity please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, Texas 78705, 1-877-276-5554 (toll free), www.dob.texas.gov.