Can we require a copy of a customer’s receipt if they are disputing the amount of a charge?
A customer has claimed $700+ in ATM withdrawals are unauthorized following her loaning her vehicle, in which she left her purse and debit card, to a "down and out" acquaintance who she admitted may have previously had the opportunity to shoulder-surf her PIN. Seems cut and dry that customer has a bona fide dispute but bank has previously provided final credit of over $700 to same cardholder following unauthorized debits after she took in a homeless teen, put her purse with debit card on the kitchen counter, then left for a few hours to run errands, which suggests that customer is using the bank to reimburse her "philanthropy." Do we have a leg to stand on in saying customer is not taking reasonable care of her cards to the extent that her dispute can be denied?
Can we require that a cardholder contact the merchant before opening a claim?
Our processor says we don’t have chargeback rights since a purchase was made using MasterCard SecureCode. Can we deny the claim since the cardholder’s password was used?
One of our customers has had several debit card disputes this year. We reissued her a new debit card two months ago. She is now claiming disputes on this card. We have hot carded the card and are processing the disputes. Do we have the right to refuse to reissue her new card? If so, what documentation do we have to send her to let her know of our decision?
We have a business customer who admits giving his debit card and PIN to someone to make a withdrawal. Now our customer sees that this person withdrew more than the agreed upon amount. The customer wants us to give him back all the money. I've been trying to find out the liability on this. Can you help?
Do you have to notify a customer if a preauthorized transactions never posts to the customers account for Visa card transactions? If so, how long after the customer notifies us do we have to send a notification to find out what happened to the transaction?
A member filed a Reg E claim saying she did not purchase a purse with Macy's nor did she receive shipment. We did a 3-way call with the vendor and our member and the vendor was able to verify an email confirmation went to our member, the IP address was our members, and the shipment was delivered to our member. Due to all of these findings, the merchant declined a refund.
Are we required to do anything more to recoup the members funds? Also, are we required to credit the member funds if the merchant will not provide credit?
Why can't we hold a customer or member liable for having the PIN with the card?
Reg E question-My customer is disputing an EFT to an auto mechanic who damaged a part on his truck while performing another repair. Is this a valid reason to submit a dispute? Customer states the mechanic refused to repair the damaged part.