Errors or Questions About Your Electronic Transfers
If you think your statement is wrong or if you need more information about a transfer listed on your statement, you should write or call us as soon as possible. In the event you believe funds have been transferred electronically to or from your account without your permission, you should either:
- Call Client Relations at (800) 441-2357, Monday - Friday 7 a.m. - 7 p.m. central time, or
- Write to Edward Jones, Attn: Cash Disbursements, 12555 Manchester Road, St. Louis, MO 63131.
To report an unauthorized debit card transaction, you should either:
- Call PNC Bank's Customer Service Department at (888) 289-6635, or
- Write to PNC Financial Services Accounts, 8800 Tinicum Blvd., 5th Floor, Philadelphia, PA 19153
We must hear from you no later than 60 days after we send you the FIRST statement on which the problem or error occurred. In your communication to us, please provide the following information:
- Your name and account number
- Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is in error or why you need more information
- The dollar amount of the suspected error
Within 10 business days (20 business days in the case of a new account) after we hear from you, we will determine whether an error occurred and will correct any error promptly. If more time is needed, our investigation may take up to 45 days (90 days if from a new account, a point-of-sale debit card transaction or a transaction or transfer initiated outside the United States).
In such an instance, we will provisionally re-credit your account within 10 business days for the amount you think is in error, so that you will have use of the money during the time it takes to complete our investigation. If we ask you to submit your complaint or question in writing and we do not receive it within 10 business days, we may not re-credit your account.
If we decide no error has occurred, we will inform you three business days after completing the investigation and provide you a written explanation. You may ask for copies of the documents we used in the investigation.
