Customer files a dispute for a duplicate transaction, we investigate and determine that it is not a duplicate and deny the claim. Customer comes back and wants to file another dispute on the same transaction but now claims it was unauthorized, do we have to allow them to file the dispute? Do we tell them to file the dispute and deny? Any help is appreciated!

new claim, so they file, and you investigate independent of previous investigation, that is my opinion.

Look at 1005.11(a). You will not find "Duplicate transaction" listed as one of the seven error reason. When I say I was charged twice for the same transaction, I am saying I authorized one, but not the other. You investigated and determined that I authorized both transactions.

The fact that I am coming back with different wording does not change the fact that you have already investigated my claim. 1005.11(e) says that I have already done all I need to do.

(e) Reassertion of error. A financial institution that has fully complied with the error resolution requirements has no further responsibilities under this section should the consumer later reassert the same error, except in the case of an error asserted by the consumer following receipt of information provided under paragraph (a)(1)(vii) of this section.

Thank you!

I agree with Brian. I teach it this way "If I've done all I can do, then I've done all I can do." Reg E says I have no further responsibilities for a reasserted claim.

David, I think you stole that from Yogi Berra. "It [the claim] ain't over 'til it's over!"