Refund Policy

1. Introduction

At Columbia Bank, we strive to provide exceptional banking services and ensure our customers are satisfied with all transactions and services. This Refund Policy outlines the terms and conditions regarding refunds for fees, charges, and other applicable transactions.

By using our services, you agree to the terms of this Refund Policy. Please read this policy carefully to understand our practices regarding refunds.

2. Service Fees and Charges

2.1 Monthly Service Fees

Monthly service fees for accounts are generally non-refundable once they have been assessed. However, Columbia Bank may, at its discretion, refund monthly service fees in the following circumstances:

When the fee was applied in error
When you meet the requirements for fee waiver within the same statement cycle
As a one-time courtesy, at the bank's discretion

2.2 Transaction Fees

Transaction fees (such as wire transfer fees, ATM fees, overdraft fees, etc.) are generally non-refundable once the transaction has been processed. Refunds for transaction fees may be considered in the following cases:

The fee was charged in error
The service was not provided as described
Extenuating circumstances, as determined by Columbia Bank

Note: For overdraft fees, please refer to Section 3 of this policy for specific terms related to overdraft fee refunds.

3. Overdraft and Insufficient Funds Fees

3.1 Overdraft Fee Refund Criteria

Overdraft fees may be eligible for refund consideration under the following circumstances:

First-time overdraft occurrence (one-time courtesy refund)
Technical issues or bank errors that resulted in the overdraft
Deposit made on the same business day that would have prevented the overdraft
Unusual circumstances beyond the customer's control

3.2 Refund Limitations

Customers may be eligible for a maximum of one courtesy overdraft fee refund per 12-month period, subject to account standing and history. Additional refunds are at the sole discretion of Columbia Bank and are evaluated on a case-by-case basis.

3.3 Request Process

To request an overdraft fee refund, customers must:

Contact our customer service within 60 days of the fee being assessed
Provide details about the circumstances of the overdraft
Have the account brought to a positive balance at the time of the request

4. Wire Transfer and Electronic Payment Refunds

4.1 Domestic Wire Transfers

For domestic wire transfers, the following refund policies apply:

Wire transfer fees are non-refundable once the wire has been processed
If the wire transfer is not completed due to bank error, the fee will be refunded
If you request to cancel a wire before it is processed, the fee may be refunded

4.2 International Wire Transfers

For international wire transfers:

Wire transfer fees are non-refundable once the wire has been processed
If the wire transfer cannot be completed due to regulatory restrictions or bank error, the fee will be refunded
For recalls of processed wires, additional fees may apply, and full refund is not guaranteed

4.3 Electronic Payments and Transfers

For electronic payments through our online or mobile banking platforms:

Payments that can be canceled before processing may be eligible for a full refund
Payments already processed cannot be refunded by Columbia Bank directly
Recovery of funds for erroneous payments will be handled on a case-by-case basis

Important: For any payment made to a third party, Columbia Bank can attempt to recall the payment, but we cannot guarantee that the funds will be recovered. The receiving financial institution's cooperation is required for successful recovery.

5. Card Transaction Disputes and Refunds

5.1 Debit Card Transactions

For disputed debit card transactions:

Report unauthorized transactions or billing errors within 60 days of the statement date
Provisional credit may be issued while the dispute is being investigated
The final determination of refund eligibility will be made after the investigation is complete

5.2 Credit Card Transactions

For credit card transactions, please refer to the separate Credit Card Agreement and Disclosure Statement for specific refund and dispute resolution procedures.

5.3 ATM Transaction Errors

For ATM transaction errors (such as cash not dispensed or incorrect amount dispensed):

Report the error within 60 days of the transaction
Provide the date, time, location, and nature of the error
Columbia Bank will investigate and provide a determination within 10 business days (or up to 45 days in certain circumstances)

6. Loan-Related Fees and Charges

6.1 Application Fees

Loan application fees are generally non-refundable, regardless of whether the loan is approved or denied. Exceptions may be made in the following circumstances:

The application fee was charged in error
The application was withdrawn before processing began

6.2 Appraisal and Credit Report Fees

Fees for appraisals, credit reports, and similar services are non-refundable once the service has been performed, even if the loan application is subsequently denied or withdrawn.

6.3 Prepayment Penalties

Any prepayment penalties associated with early loan payoff are detailed in your loan agreement. These fees are generally non-refundable as they are part of the contractual terms of the loan.

7. Safe Deposit Box Rental Fees

Safe deposit box rental fees are generally non-refundable. However, a prorated refund may be provided in the following cases:

Account closure with more than six months remaining on the rental period
Relocation to an area where Columbia Bank does not operate
Death of the primary box holder

To request a refund, the safe deposit box must be completely emptied, all keys returned, and any outstanding fees paid.

8. Request for Refund Process

8.1 How to Request a Refund

To request a refund for any eligible fee or charge:

Contact our customer service at +1 (262) 209-2401
Visit your local branch in person
Send a secure message through online banking
Submit a written request to our main address

8.2 Required Information

When requesting a refund, please provide:

Your name and account number
Date of the transaction or fee
Amount of the fee or charge
Reason for the refund request
Any supporting documentation

8.3 Review Process

All refund requests will be reviewed on a case-by-case basis. We will consider your account history, the specific circumstances of the request, and applicable banking regulations.

Columbia Bank will make every effort to respond to refund requests within 10 business days.

9. Time Limitations for Refund Requests

Refund requests must be submitted within the following timeframes:

Account fees and service charges: within 60 days of the fee being assessed
Transaction errors: within 60 days of the statement date
Unauthorized electronic transfers: within 60 days of the statement date
ATM errors: within 60 days of the transaction

Requests made after these timeframes may be denied, except in cases where extenuating circumstances prevented timely notification.

10. Method of Refund

Approved refunds will typically be processed as follows:

For account fees and service charges: credit to the account from which the fee was originally debited
For card transactions: credit to the account linked to the card
For closed accounts: check mailed to the address on record

Refunds will generally be processed within 3-5 business days after approval.

11. Changes to This Policy

Columbia Bank reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting of the updated policy on our website. We encourage customers to review this policy periodically for any changes.