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According to Grandma

Question: 
If a customer says that there are transactions that she didn't authorize on her account, we usually ask questions to determine whether the customer participated in the transaction. When the person tells us that her daughter and granddaughter has access to her card and PIN number, do we still have to follow Reg E rules or can we tell her that she doesn't have any chargeback rights? Naturally, neither the daughter or the granddaughter did the transactions according to "grandma".
Answer: 

Just because a relative had access doesn't mean that the relative was authorized. If grandma wants to move forward, process the claims and move forward, looking for evidence (film, signatures, etc.) to find out who really did it.

First published on BankersOnline.com 2/22/10

First published on 02/22/2010

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