We called one of our customers after noticing check card transactions alternating in two different states during a short timeframe. Without asking for specific transaction information the customer said they were fine because he travels between Texas and Georgia on a regular basis. The customer called almost a week later after receiving his statement and said that none of the transactions in Texas are his. Since they are "read" it appears there may be a skimmed card. The total dollar amount disputed is in excess of $8,000.00, with approximately $4000.00 made after our initial call to the customer. Does the customer have any liability for the transactions made after the call, even though specific transaction details were not discussed?

The customer's liability hasn't increased. I have no idea exactly what was discussed, but in general terms the customer said transactions are possible in both states. Upon examining the statement, said these were not authorized.

A finer review and perhaps a new card were in order at that contact as both parties ended the call feeling satisfied. But the activity was ongoing.

That doesn't mean you don't need to investigate the claim. If you believe the consumer allowed or encouraged debits while planning to make a claim, that would be a crime. If you believe they were truly unauthorized, the bank is going to be paying, more than likely.