Error Resolution Notice

Contact us as soon as possible if you are dealing with any of the following issues:

  • Errors or questions about your electronic transfers.
  • Incorrect statements and/or receipts.
  • Additional information required for a transfer listed on your statement and/or receipt.

We can be reached by phone at (806) 229-2111 (M-F 8:30-5:30, excluding Federal Holidays) or by mail at:

Sundown State Bank
PO Box 548, Sundown, TX 79372

For Debit Card Disputes/Errors- you can also contact dispute services at (833)288-1126.

When you contact us, be sure to:

  • Tell us your name and account number.
  • Describe the error or transfer that you are unsure about and explain as clearly as possible why you believe it is an error or why you need more information.
  • Tell us the dollar amount of the suspected error.

Please note that we must hear from you no later than 60 days after we sent the first statement on which the problem or error appeared. If you tell us in person or over the phone, we may require that you send us your question or complaint in writing within 10 business days. If we ask you to put your question or complaint in writing and we do not receive it within 10 business days, your account may not be credited.

Error Determination

We will determine whether an error occurred within 10 business days of hearing from you, and all errors will be correct promptly. However, if more time is required, we may take up to 45 days to investigate your question or complaint. If we decide to do this, we will credit your account within 10 business days for the amount you think is in error, allowing you to have use of the money as we complete our investigation.

For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your question or complaint. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error.

We will inform you of the results within three business days of completing our investigation. If we decide that there was no error, we will send you a written explanation. You may also ask for copies of the documents used in our investigation.