03/18/2013
Under Reg E or MasterCard if a customer has multiple disputes a year, are we required to give provisional credit or can we refuse provisional credit if there is suspicion?
03/18/2013
Is it OK to require police reports when consumers file EFT disputes?
04/09/2012
When a customer reports an error or unauthorized card transaction on their account before it is actually posted (pending transaction) are we obligated under Reg E to begin the investigation process with regard to provisional credit within 10 days? We see that only about 40-50 percent of these pending claims actually post.
01/16/2012
Debit card fraud claims: we currently require the member to complete a CUNA affidavit, cardholder dispute forms and provide a police report. Does this practice now cease as we know it? This is in regards to Reg E.
01/02/2012
Regulation E. Timely notice not given question? We often have customers file debit MasterCard claims 6 months or more past the date of the "unauthorized" transactions. Regulation E would have the bank responsible for the first 60 days from the statement date. What if we have proof of Online Banking activity or that the customer accessed their E-statements, during and/or after the disputed transactions? Would the liability now fall on the customer, or are we still responsible for the first 60 days unless proven authorized?
05/23/2011
A customer had her ATM card stolen and claims the PIN was not written on the card and that it could not be easily guessed. There were two withdrawals done at a foreign ATM before she notified us (same day just a few hours later). The transaction journal showed no invalid PIN attempts. She filed a police report and the police dept. was able to retrieve photos. We issued her provisional credit within the time frame as per Reg E. We have contacted her to view photos but she has made excuses not to come in. Even though the photos clearly show she is not the one who did the withdrawals, can we hold her liable for the $50.00 since there were no invalid PIN attempts and she's no longer being co-operative in helping to identify a possible suspect?
05/23/2011
A customer had her ATM card stolen and claims the PIN was not written on the card and that it could not be easily guessed. There were two withdrawals done at a foreign ATM before she notified us (same day just a few hours later). The transaction journal showed no invalid PIN attempts. She filed a police report and the police dept. was able to retrieve photos. We issued her provisional credit within the time frame as per Reg E. We have contacted her to view photos but she has made excuses not to come in. Even though the photos clearly show she is not the one who did the withdrawals, can we hold her liable for the $50.00 since there were no invalid PIN attempts and she's no longer being co-operative in helping to identify a possible suspect?
05/16/2011
We have members that want to dispute transactions that are pending against the account but have not posted/cleared the account. How does Reg E apply to this?
05/02/2011
A customer contacts the bank regarding unauthorized activity that includes a claim with multiple transactions. Does the customer need to be informed of the final results of the investigation within three (3) business days after determining the results for "each" transaction involved or after the bank compiles all the results within the one (1) claim?
04/11/2011
A customer has given his debit card PIN to his partner in Dec. 2010. The partner uses the card in Jan./Feb. 2011 to do $23,000 in ATM withdrawals and over $7,000 in POS transactions. Can the claim be denied because the customer did not change or protect the card and or PIN?