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?
10/01/2017
I am currently auditing Debit Cards, and I would like some clarification regarding Reg E. Our Bank has decided to only pursue investigations for disputes that are under $20. The Accounting department is waiting until 45 days after the customer dispute before crediting the customer. My interpretation is that if no investigation is taking place, that we must credit the customer within 10 (plus 1 additional) business days. Accounting is waiting 45 days in case the customer files a dispute directly with the merchant and gets credited back from them. Please advise if this is reasonable, or if we need to be doing the final credit for disputes under $20 that we do not investigate in the 10 business day time frame.
10/01/2017
EMV chip card read at the ATM. We have the information that the chip was read and now the customer is claiming unauthorized ATM withdrawals. Can we deny this dispute since the pin was verified and the chip was read? Are we still in compliance?
09/17/2017
Customer has a business EMV chip card and is filing a dispute. The customer has possession of his card and has not lost or misplaced it. The transactions he is disputing the chip was read meaning the card and pin were present. Do we have to take the dispute?
05/15/2016
In a business account with two signers and two debit cards, can either one of the signers sign a claim on the other signer's card?