If a consumer calls with us an errors on his/her debit card, can we have them try to contact the merchant to get it resolved? We don't deny the claim but we do try to have them contact the merchant because we see they do get a refund in most cases.

It's your card & your customer. Therefore, it's your issue to resolve. Reg E does not allow you to push them to the merchant or make them jump through any hoops. Sorry.

You may ask that the consumer reach out to the merchant to aid in your investigation. Whether they are willing to help or not, you still must provide provisional credit within 10 business days if you have not resolved the claim and complete your investigation in 45 or 90 days as appropriate.

You cannot delay your investigation while you wait for a customer to contact a merchant.

Thanks Brian! That is exactly what we do. We ask the consumer to reach out to the merchant but we continue our investigation and follow the appropriate time frames.