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Handling a charged-back cash advance

06/30/2024

If we do a cash advance for a customer on a card that was issued by another financial institution and deposit the cash into the customer's account at our institution, are we allowed to pull the funds back out of the account if a dispute is filed that results in a chargeback on the cash advance transaction?

Counting days for funds availability

06/30/2024

We need some clarification on holds. if a customer makes a check deposit in a branch on the 14th, would the 15th be the next business day (2nd) or would it be the first business day- implying that the day of dep (14th) does not count. Also, if the date of availability is the 17th, do the funds need to be hard posted on the 17th, or can they be memo posted to the customer's account?

Advertising Open-end Products

06/23/2024

We are advertising an open-end product via direct mail. The advertisement has triggering terms of 0% APR and $0 annual fee. We are trying to determine if each triggering term needs to have an asterisk directing the consumer to the terms and conditions to meet the rule requirements or if we can just provide a single link in the direct mail piece to the terms and conditions webpage that covers all the triggering terms.

CTRs and Joint Accounts

06/16/2024

I know this question has been asked before but I'm having issues with explaining this to one of our Financial Managers. When a reportable cash transaction is made into a joint account, we need all the joint account owner's information in order to complete the CTR for filing. Am I correct?

State law and Regulation E

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.

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Can this error claim be denied?

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?

Closing a gullible customer's account

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?

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