04/20/2025
I am looking for the time frames for debit card disputes, not in regard to Reg E, but Mastercard rules.
Customer filled out a dispute form for fraud on 1/25/25. I input it to our processor [omitted] 1/27/25. Today (4/1/25), the merchant has done a rebuttal rejecting the dispute. I opened a case with [vendor name omitted] stating the merchant is outside the 45 days window to respond. They didn't process the chargeback to the Merchant until 2/15/25 (they state they have 120 days to do this-they are within the time frame) which i was under the impression that is as far back as I could go if we were to go back farther than the 60 days past statement receipt, not how long [vendor name omitted] has to process the dispute I opened. Either way if they go by my date of 1/27/25 or their date of 2/15/25, 4/1/25 seems to be outside the 45 days window. I am looking for a table or guide with timeframes to help with disputes please.
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
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.
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?
09/01/2024
We received a dispute yesterday for 51 transactions for a total of $529.33 from May and June - the customer stated on the dispute packet that she first became aware of the charges in January 2024, but they were small dollar amounts, so she wasn't worried. She never reached out to us until yesterday (6/27/24) to dispute the 51 transactions from the same merchant that she suspected of fraud in January.
Is the customer liable for the full amount since we could have prevented the 51 additional charges to post if she had reached out to us in January? Is that considered customer negligence?
08/25/2024
I need to reverse provisional credit but the customer does not have the funds in the amount I need to reverse, can I proceed with the reversal of the provisional credit, which will put the account in a negative balance ?
I understand we cannot charge any OD fees and will notify the customer we will honor checks, drafts, or similar instruments payable to third parties and preauthorized transfers from the consumer's account (without charge to the consumer as a result of an overdraft) for five business days after the notification. We must honor items as specified in the notice, but need honor only items that it would have paid if the provisionally credited funds had not been debited.
07/02/2023
We were having a discussion this morning at our Compliance Meeting about raising the limit of our POS for our debit cards. Currently, we have it set to $500 and were thinking about raising it to $750 or $1,000. If we would raise the limit to some other amount, would the bank's liability increase? If there is anything you can tell us to reference we would appreciate it.
11/10/2019
What is the most common problem with using paper forms to process a Reg E Claim?
10/15/2017
Is this customer liable for unauthorized transactions? The cardholder noticed one charge but did not notify the bank or attempt to cancel the card. A week later the cardholder noticed more unauthorized transactions and at that point contacted the bank and filed a dispute. Should the bank allow her to file a dispute for all the unauthorized transactions, since she could have prevented the later transactions had she notified the bank after the first transaction?