Based solely on the information you have provided, it would appear the consumer has asserted a valid claim under Reg. E. You are not prevented from reviewing security camera footage or account history to determine if this is a transaction type the consumer normally engaged in ($500 every Friday for the past 6 months, etc.) and therefore a valid transaction. However baring that, the claim appears to be valid.
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My opinions do not necessarily reflect those of all the voices in my head.