We require written confirmation of an oral notice of dispute, and if we receive written confirmation within 10 business days, then we credit no later than the 10th business day. If we receive it later than the 10th business day, we still have to provisionally credit - right?

What if we never receive written confirmation - we still have to credit if an error occurred - correct?

Thanks in advance!

Wrong. If the written confirmation is received later than the 10th business day after the oral notice was given, the provisional credit is not required. There's nothing wrong with giving it anyway, but it's not required.

Correct. You have to start and finish your investigation promptly (can't drag your heels waiting for the written confirmation), and in all cases within the 45 or 90 calendar day limits (counted from the day of the first -- oral in this case -- notice of the claim).

So it probably would not be in ones best interest to require the customer to reply on a form designed by the bank, and then wait three or four days to mail the form to the customer, thus preventing the customer from ever being able to respond within 10 business days - correct?

Thanks - I always appreciate being able to use this forum and everyone who takes the time to answer questions!