Here's the situation: Customer (from another country) claims she did not book airline ticket through a well known internet travel site (to her home country) which was debited to her account. She claims that someone must have riffled through her purse and obtained all the information necessary. Provisional credit has been given and we are now investigating. According to the internet travel site (they are supposed to send us this in writing) at the time of the booking all of the following had to be input by the person booking the flight: home email address, freguent flyer number, home phone, business phone, home address. Additionally her "american" name, that is on her debit card, is different from her "real" name (she is not from western Europe). Her real name was also input at the time of booking and was correctly spelled. The travel site also states that she was sent a confirmation by email, to her home email address, but she claims she never received it. She said she will fill out the affidavit on Friday, her day off. Her debit card has not been stolen. I understand that it is the financial institution's burden to disprove the cardholder's claim. Her story seems highly unlikely considering that the flight was to her home country and all of the information that had to be input at the time of the booking, but is this sufficient "evidence" for us to reject the claim. We just don't believe it. You thoughts would be very appreciated.