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.
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?
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.
Vendor “v” Compliance and I’m in the middle. Scenario; Our customer goes to a casino, casino issues a card, customer uses it at the casino, casino uses POS entry class code and runs it through ACH network, customer does not have a debit card with us or has not OPT-IN. If the transaction is NSF can we assess a fee? I know we can return if necessary, our vendor has an identifier on the transaction so we know it came through ACH and can return it but have been told we cannot assess a fee unless the customer has OPTIN. My interpretation of 2017 NACHA rule book pages ORxxxvi, OR 18 and OR60 is that banks should be able to assess a fee because this is an ACH transaction not a Debit Card (POS, ATM) transaction. Which rules apply to this transaction?
Customer filed a 'fraud' dispute for an ATM withdrawal that was processed as Chip and PIN and they have always had possession of their card. This is the 3rd 'fraud' dispute filed this year for ATM withdrawals where the card was always in their possession (previous disputes were on an non EMV card). They have also filed 4 other 'fraud' disputes this year for various
With new 'fraud' dispute being for a transaction that was processed as Chip and PIN and the customer always had possession of their card, do we have any grounds to deny the dispute?