09/16/2018
Can we require that a cardholder contact the merchant before opening a claim?
09/16/2018
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?
09/02/2018
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?
09/02/2018
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?
08/26/2018
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?
08/05/2018
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?
07/08/2018
Why can't we hold a customer or member liable for having the PIN with the card?
06/24/2018
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.
06/10/2018
Sec. 1005.6 - 6(b)(3) talks about unlimited liability 'If a periodic statement shows unauthorized transfers made with a lost or stolen debit card.....' If losses are due to the use of cloned card, unauthorized information, and/or electronic use are these transactions, are these considered a stolen debit card?
06/10/2018
For a REG E ATM Dispute we have a customer filing a claim for $700. She filed a police report and states she didn't know the individual. We have proof on video that she came into the bank with the individual in question. The customer isn't responding to our calls and we would like to know if we still need to give provisional credit and/or final credit if this this is the case.