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?
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.
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.
Customer has not lost or had his physical card stolen. He had 4 unauthorized transactions happened Dec. 5 $190.79, Dec. 13th $287.80, Dec. 22nd $205.60 and Dec. 26 $235.60. He noticed them on Jan.29th and reported them to us Jan.30th. Yes, he did come into the bank on Jan.30th and stated he noticed on the 29th which is within the 2 day period. But, we show that he logged onto his online banking 178 times between Dec. 5th and Dec. 30th and he did not report any of the activity. He logged in successfully from at least 3 different ip addresses and all log-ins were within times he should have noticed and reported. Does this not fall under MasterCard customer negligence and what should his liability be.
If a merchant provides a signed receipt on a disputed debit card charge and we know for sure it is not the customer’s signature that is disputing the charge, is there anything a Bank can do?I know Reg E is very consumer friendly but if the signature definitely does not match, the Bank will have to side with the customer and assume it was fraud and work the dispute, and take any loss associated with it. I am curious if there is anything else the Bank can do from a Regulation stand point that could help the Bank not take a loss.
Does Reg E disputes apply to sole proprietor business accounts? The question came up to whether or not we issue a business debit card or a personal debit card to sole proprietor business accounts.
What makes it a voluntary escrow account?
When issuing a provisional credit to an ACH dispute, does the interest need to be credited on the same day as the provisional credit or just within 10 business days of the dispute being filed? Does the letter send to customers need to break down amount of interest/fees given or can a generic statement suffice? (ex: any fees or interest owed to you will be paid back within XX days.)
Under Regulation E, when does the first day start for a financial Institution to issue provisional credit to the cardholder. Is it the day an error claim is open, or does day one start the next day?
In a business account with two signers and two debit cards, can either one of the signers sign a claim on the other signer's card?