A customer called to report two person-to-person (P2P) transactions as unauthorized. The transactions were done using a mobile phone and our bank app. The customer stated that she recently purchased a new phone and traded in her old phone. She also stated that she did not clear her old phone of personal information before trading it in. Our Digital Services User Agreement states that we (the bank) will not be held liable if the customer provides their password or other access info to any other person. Therefore, the customer's case was denied. Would we be in violation of Reg. E for denying this case?
These were the only P2P transactions ever on this customers account, and the mobile login history shows a login on the date of the charges with one phone, then a login with a different phone a few days later.
Is it still required for a bank to mail ACH debit notifications?
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?
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?
If a client makes a claim that the ATM did not deposit either cash or a check in the correct amount, however does not recall the amount of the cash or check, what should our bank do if the investigation goes beyond 10 business days when provisional credit would be owed?
Our attorney posed a question to me that he received from a customer. He wants to know under what circumstance do we change our deposit disclosures? I told him when we have a regulatory change or a policy/product/service charge or other change. Also, I said if the change is adverse to the deposit customer we have to notify them in a certain number of days according the change requirement or regulatory requirement. If the change is to the customer's benefit, we may or may not do a mailing and just post it on the website, social media or on the their statement. Our attorney wants to know the general rules for account agreement changes, when to change them and where it appears regarding the adverse change or customer benefit change. Any thoughts?
REG E, if a consumer has given his or her PIN to a friend, the friend later steals the card [and uses it without authority], are we required to give them their money back under Reg E?
Under Regulation E, section 1005.9(b), Banks are required to include the type of transfer and the type of account to or from which the
transfer was made. The commentary doesn't specify how you disclose the type of account under this section (however, it does specify how to disclose this
for terminal receipts under 9(a)). So, my question is, is it OK that our periodic statements just state "transfer from account XXXX" instead of
specifying the account type or should it be stating transfer from checking/savings?
Must we go through the formalities of an investigation and document what we’ve done such as paying provisional credit on claims that were made timely?
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?"