03/16/2025
A customer authorized a transaction with Apple Cash but says they didn't receive anything. Since this transaction was authorized by the customer, is this covered under Reg E's error claims rules?. The customer was attempting to purchase something on Facebook marketplace but never got the item.
03/02/2025
We have seen an uptick in merchant credits for disputed transactions, and these credits areduplicated in the cardholder's account, (the bank's final credit and a merchant credit). My question is, are banks able to reverse merchant credits after the final credit has been supplied to the cardholder?
02/16/2025
I have two questions. While I understand that fraud claims cannot be denied for chip-present transactions, I have a scenario where I'm seeking clarification. If a member fills out a fraud claim form indicating that their card was in their possession at all times, but the network data confirms that the chip was present during the fraudulent transaction, can we deny the claim in this instance, considering the card was in their possession during the fraudulent transactions where the card was present?
Additionally, for token transactions, if a member claims fraud on transactions made using a mobile wallet (e.g., Apple Wallet), and I can see multiple other transactions were made on the same token associated with the Apple Wallet, are we able to deny the claim? I was under the impression that a token is unique to a specific device or digital wallet and cannot be used on another device or wallet. Please confirm if this is correct, and whether we would be able to deny a claim based on this scenario.
02/16/2025
Are financial institutions required to obtain a customer signature on their dispute forms to be in compliance with Reg E? I know it is definitely helpful but I can't find where it states that it is required for compliance with the regulation.
12/22/2024
With high interest rates, we've seen a fluctuation in APYs on our CD products due to our rate sheet and advertisements being static, but the APY can differ depending on the opening amount and date opened, causing a discrepancy from what's posted. Is it sufficient to disclose that the APY is subject to change based on [X] factors?
09/29/2024
I am working on a Reg E dispute where a customer insists, he did not make a transfer on Western Union, and it is fraudulent. Western Union denied the chargeback and sent thetransaction to me which has all of customer's information as sender, including name, email address, home address, and phone number, and they state it was authorized...The only thing I see as "off" is the IP address is out of state.
Can I revoke provisional and deny the claim based on this proof from Western Union or not, since customer insists he did not do it?
10/03/2021
If we have a customer file an untimely debit card dispute on an unauthorized card transaction are we required, under Reg E, to refund overdraft fees that occurred after the 60 day period?
08/30/2020
I have someone that entered their debit card for Apple purchases. They are claiming that they only authorized a few transactions and the rest are fraudulent (even though there are "authorized" transactions in the middle of the "unauthorized" transactions). Is this customer covered under Regulation E? They are claiming these charges started back in January 2020.
08/25/2019
What avenues of recovery are there for an issuing bank where their customer is killed abroad, and fraudulent transactions are made by the perpetrator after the killing and subsequent theft? The killing occurred 26 days ago, and the transactions occurred the day of the killing and the following day.To make matters worse, the card used was a MasterCard debit card, and the perpetrator somehow obtained access to the PIN.
04/21/2019
We have a question on garnishment/levies. If we receive one do we need to verify they do not have other accounts with the bank or does it go strictly off the account number in question? We have a trust department, wealth management area, etc.