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#1544592 - 05/03/11 01:47 PM Charging the customer to file a debit card dispute
Julie C Offline
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Joined: Nov 2005
Posts: 100
Indiana
Does anyone charge the customer a fee to file a debit card dispute? We currently do not, but are wondering if it is possible or does this go against the Mastercard/Visa zero liability rule.

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eBanking / Technology
#1544599 - 05/03/11 01:53 PM Re: Charging the customer to file a debit card dispute Julie C
rlcarey Online
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rlcarey
Joined: Jul 2001
Posts: 83,226
Galveston, TX
Be very careful:

11(c) Time Limits and Extent of Investigation

3. Charges for error resolution. If a billing error occurred, whether as alleged or in a different amount or manner, the financial institution may not impose a charge related to any aspect of the error-resolution process (including charges for documentation or investigation). Since the act grants the consumer error-resolution rights, the institution should avoid any chilling effect on the good-faith assertion of errors that might result if charges are assessed when no billing error has occurred.
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#1544600 - 05/03/11 01:56 PM Re: Charging the customer to file a debit card dispute Julie C
John Burnett Offline
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John Burnett
Joined: Oct 2000
Posts: 40,086
Cape Cod
More basic than the MC/VISA rules is the general prohibition in Regulation E if the account involved is a consumer account and the dispute falls under Regulation E. Check out Comment 11(c)-3 in the Official Staff Interpretations:
Quote:
3. Charges for error resolution. If a billing error occurred, whether as alleged or in a different amount or manner, the financial institution may not impose a charge related to any aspect of the error-resolution process (including charges for documentation or investigation). Since the act grants the consumer error-resolution rights, the institution should avoid any chilling effect on the good-faith assertion of errors that might result if charges are assessed when no billing error has occurred.
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John S. Burnett
BankersOnline.com
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