12/10/2012
We have a cardholder who was flying home and advised the plane was full. An upgrade to first class was available for $69.00 for both passengers. He never received a receipt and never signed for the charge. He was charged $198.00. He called the airline and was offered a $100.00 voucher. He has no copies of receipt or that he received the voucher. Do we need to investigate this or is it between the merchant and cardholder?
11/26/2012
We have a customer who went online and provided his card number for a service and after the fact felt that it was a fraudulent website. Since he did in fact authorize the transaction I believe that this would not fall under Reg E error resolution process. What are your thoughts on this?
11/19/2012
Can the bank require a customer to contact the merchant directly regarding EFT disputes as part of the investigation process, specifically POS/debit card transactions?
11/12/2012
Debit Cardholder is disputing extra $500 charge from hotel for smoking in the room. Does he have a legitimate claim?
09/17/2012
Does the following safe harbor also apply to identifying recurring check card debits vs. one time check card debits for the purposes of the customer's right to stop payment? Fed Commentary for Opt in 1005.17 ii. Coding of transactions. A financial institution complies with the rule if it adapts its systems to identify debit card transactions as either one-time or recurring. If it does so, the financial institution may rely on the transaction's coding by merchants, other institutions, and other third parties as a one-time or a preauthorized or recurring debit card transaction.
09/17/2012
A customer used her debit card to rent a car. She decided to not purchase car insurance for her rental, which then got stolen. The rental agency has charged her debit card for over $3,000. She has now filed a dispute claiming she did not authorize the car rental agency to process that charge. Does the bank have to take that liability?
08/13/2012
Assume a customer used their debit card to set up a recurring payment (for example) for a gym. They have okayed the payment for the last several months and now the customer says this is not correct. What steps do we need to take such as under Reg E? Can we return a POS for a Stop Payment?
07/30/2012
My understanding of Regulation E is we can require a member to provide written notification of unauthorized debit card use within 10 business days in order to receive provisional credit. In the meantime, we would begin our investigation. In order for us attempt charge-backs, we need to have an unauthorized debit card use statement signed by the member. If the member fails to sign this form and our investigation is then over, can we take the provisional credit back providing we follow the guidelines at 205.11(d)?
06/04/2012
I attended the webinar on Visa Debit Card Error Resolution: Do we always lose? presented by Brian Crow. I have a question on Paid by other means - Code 86: Is this a Reg E claim or is it non-Reg E claim?
06/04/2012
Regarding Reg. E - I know this regulation does not cover the customer in cases of "buyer's remorse" in which they authorized a transaction, but changed their mind. However, what does the Regulation say concerning transactions that a customer has authorized, but then doesn't receive the merchandise, or receives merchandise which is not what they thought they were purchasing. For instance, they receive counterfeit goods instead of the "real thing." Is the bank obligated to take the loss on these types of disputes, especially in cases where the customer can't return the merchandise because the merchant won't provide a return address? Visa won't dispute a transaction if the customer still has the item, but if the customer can't return it, does Reg. E require that we take the loss for the customer?