06/30/2019
Why can't we hold a customer or member liable for having the PIN with the card?
06/23/2019
If an EFT claim is made long after the statement is sent showing the transaction, the rules of investigation don't apply. So why do we investigate any of these claims?
06/09/2019
Our customer says "I canceled my account with the merchant" but does not provide any documents showing the account was canceled or says "my bill was suppose to be $23.00 but I was charged $37.00 and does not provide a receipt. Can the bank, since there is no evidence the error was invalid, decline the dispute?
06/02/2019
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?
03/03/2019
Why can't we hold customers liable for carrying their PIN with their card?
02/17/2019
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.
01/27/2019
Regarding cash advances (aka manual cash disbursements), are banks required to offer this service just because they offer VISA debit cards?
01/27/2019
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?"
12/30/2018
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?
12/16/2018
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?
