Substitute Checks

26.	Next, we will talk about substitute checks, which I showed you earlier. {Show example again.} Substitute checks are similar in size to original checks with a slightly reduced image of the front and back of the original checks. The front of a substitute checks states: "This is a legal copy of your check." This legend is a key feature of a substitute check. Do you receive substitute checks with your main checking account statement, whether on a regular basis or just occasionally?
	(Select one)
	1.		Yes
	2.		No

27.	Currently, does your bank charge a fee specifically to receive substitute checks? Probe for whether they have been charged a fee or whether bank generally charges a fee but they meet minimum balance requirements.
	(Select one)
	1.		Yes
	2.		No - skip to question 38; if YES answered in question 26, then skip to question 30
	3.		I don't recall - skip to question 38; if YES answered in question 26, then skip to question 30

28.	What is the amount of the fee? "I don't recall" is acceptable.

29.	Can the fee be waived if you maintain a minimum balance on the account?
	(Select one)
	1.		Yes
	2.		No
	3.		I don't recall
	4.		Not Applicable

30.	Next, I am going to ask you some questions about errors you may have caught on your account because you received substitute checks. Under the Check 21 Act, individuals who believe that money was taken from their accounts incorrectly because of a substitute check may have their checking account recredited for the amount of the check, if certain conditions are met. Are you familiar with this right of recredit?
	(Select one)
	1.		Yes
	2.		No
	3.		Not Applicable

31.	Have you ever experienced any of the following potential errors involving a substitute check? {Show card #6.} In thinking about this question, consider a time when you may have discovered a problem with your checking account and whether a substitute check was helpful in solving the problem.
	(Select one)
	1.		Double-posting of an item (the same check was debited twice from the account)
	2.		Forged signature on one of your checks
	3.		Counterfeit check
	4.		None (Click here to go to question 38.)
	5.		Other -- please explain
	6.		Not Applicable

32.	IF YES: Can you recall approximately what year that error occurred?

33.	Did you experience a financial loss resulting from the error?
	(Select one)
	1.		Yes
	2.		No (Click here to go to question 38.)
	3.		I do not recall (Click here to go to question 38.)
	4.		Not Applicable

34.	What was the amount of the financial loss that you suffered?

35.	Did you exercise your right to expedited recredit?
	(Select one)
	1.		Yes
	2.		No
	3.		Not Applicable

36.	Please describe how the error was resolved.

37.	Were you satisfied with the resolution of the error? {Show card #7.} Probe for details.
	(Select one)
	1.		Extremely satisfied
	2.		Very satisfied
	3.		Moderately satisfied
	4.		Somewhat satisfied
	5.		Not satisfied at all
	6.		Not Applicable

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Full Report: GAO-09-8

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