How do you handle EFT complaints where the customer made a purchase with thier debit card but did not receive the merchandise, or when the customer thinks they are on a reputable website, but actually are not...and they enter their card number for a service or product. Do you deny the claim? We are starting to get pushback when we deny these claims.

If the cardholder a) authorized the charge, and b) was charged the correct amount, their dispute is not covered by Reg E. However, as an issuer of VISA/MasterCard you may still have chargeback rights depending on the nature of the customer's claim. You do have a contractual obligation to assist the customer under your agreement with V/MC. Since Reg E does not apply, you are not bound by investigation timeframe, and you can follow the card brand requirements for requiring customer letters, merchant contact, etc.

I will be offering four education opportunities next month on how to resolve these types of claims.

October 15, 2014 MasterCard and Reg E: Basic Debit Card Error Resolution
October 16, 2014 VISA and Reg E: Basic Debit Card Error Resolution
October 22, 2014 Advanced VISA Error Resolution
October 23, 2014 Advanced MasterCard Error Resolution