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.
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?
09/22/2024
Suppose that you have a customer that is 100% the victim of a scam. The transactions clearly show P2P withdrawals going to random people, the customer is purchasing gift cards at dollar stores and grocery stores and admits to sending this money to "a friend." The activity gets worse and worse every time you look at it, but the transactions are all authorized debit card purchases. Therefore, it is the customer's own money being spent, and the customer refuses to believe they are speaking with a scammer.
Is this reason enough to close an account for suspicious activity? Is it a waste of resources for the account to be monitored?
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.
08/18/2024
In Reg E, when a final credit is given to a cardholder on a disputed transaction and the merchant issues a credit too, can the merchant issued credit be removed? Does it make a difference if the merchant issued credit was received before or after the final credit?
06/09/2024
Does state law take precedence over Reg E when it comes to length of time a consumer has to report unauthorized debit card activity? If State law is more favorable to the consumer, then we have to follow state law. right? I am trying to find out if a consumer can report unauthorized debit card activity after, say, 2 or 3 years in Massachusetts.