We have a consumer customer that received a fraud alert on his debit card for "Google Roblox" and he confirmed not his. It was hot carded and a new card was given to him. A week later another fraud alert was placed for "Google Supercell". He said ok to that transaction so card was released from warm status. A month later another fraud alert was placed for "Google Roblox" and he said fraud. After, a month he is claiming fraud on over 75 transaction on both Google Roblox and Supercell.
Does he have charge back rights for both or just Roblox?
Why can't we hold customers liable for carrying their PIN with their card?
Is there language in any regulation or even industry guidance on the timeline for issuing a debit card once a customer has requested one? I suspect one of my bank's branches is waiting 90 days to issue every single card. At minimum, I want to streamline the process so that cards are issued on the same schedule across all branches, and just want to be able to defend whatever timeline we use.
Regarding cash advances (aka manual cash disbursements), are banks required to offer this service just because they offer VISA debit cards?
We have a customer that is disputing a charge on her debit card. The charge is for merchandise that was in the name of and delivered to the address of a co-worker. She is saying she didn't authorize it and the co-worker is saying she didn't make the purchase. All card information, including CVV, was entered when the purchase was made, even though the address didn't match the cardholder's address. Can she dispute this? It just appears that someone is trying to 'beat the system?"
If a customer disputes ATM withdrawals and we are suspicious, do we have to give the temporary credit.? We did just that and they immediately withdrew all the funds. Could we have denied the claim or put a hold on the provisional credit?
A customer disputes ATM withdrawals because his wallet was stolen. In the wallet was his PIN and debit card. Due to all of the customers personal information that was stolen, the customer closed out their checking account. Normally, we would give provisional credit to the account that was debited. The customer has no other accounts with us now. How do we issue a provisional credit in this case?
If a customer writes their PIN number or keeps their PIN number with their debit card and then has unauthorized charges, do they still have chargeback rights?
Since MasterCard’s Zero Liability covers ATM withdrawals and PIN transactions. It is even worth investigating Reg E claims since we are always on the hook?
If a customer places an order online, but never receives their merchandise, do we have to investigate?