Regarding Reg E and tier three timely notification: if a cardholder submits a dispute stating fraud occurred 5/1/20, our institution would apply the tier three timely notification and deny items beyond that statement + 60 days. If that same cardholder comes back after this dispute processes, and claims additional fraud on the same card dating back to 1/1/20, are we allowed under Reg E to re-evaluate that tier three application? Additionally, if the cardholder makes separate claims on two different days (consecutive days for example) is it correct that we may treat that as a single claim?
We have had several EFT claims recently that involve online debit card transaction to dating sites and adult sites. Both of which may have a trial membership period where the customer signs up for very little and then in 7 days or so gets hit with a heftier fee, and then many more. The customer claims they did not authorize the transactions. Our employee contacts these merchants; gets verification the customer signed up for the trial membership, the date they signed up, the name on the account, the email, and possibly the address associated with the account.
My concern with these types of sites is that there may not be a shipping address as they are online services, so we can't say there was a shipment to their physical address. If the customer is claiming they didn't sign up for the services, yet the merchant is providing us with all the other information that coincides with our customer's information, is that enough to still deny the claim or should it be paid based on the customer's statement?
When a cardholder has a fraud alert on their card and they tell the fraud center that the transactions are NOT fraud, the fraud center reopens the card. Now the customer has roughly 10 or more charges from the same company that she just said were not fraud. Now she is claiming that they are all fraud. (including the original charges) What do we do?
If a cardholder authorized unlimited use of her access device to a 3rd party but did not notify the bank, is she then liable for charges she is claiming to be "unauthorized?" We would also argue that she did not exercise reasonable care to safeguard her device.
If a customer files a debit card dispute that is "friendly fraud," what is the bank's obligation considering the customer has admitted that their minor child made the purchases without consent and apple/iTunes is not at fault?
Can the bank accept an electronically signed form from a customer for unauthorized debit card or ATM activity?
Does a cash ATM deposit fall under Reg E?
The opt-in requirements under 1005.17(b)(1) state that a bank "shall not assess a fee or charge on a consumer's account for paying an ATM or one-time card transaction."
Does the "one-time" term mean that we cannot charge a fee on the first transaction of two or more being paid and then we can charge a fee on the second when the consumer has not opted-in? For example, if a customer has not opted-in and an ATM causes an overdraft into the consumers account and then two EFTs are received and paid on the same day as the ATM for processing, can we charge or not an overdraft fee for any of the EFTs? On subsequent days, if the account is overdrawn by EFTs, can a fee for overdraft be charged?
We have a customer that wants to opt out of email/mail and telephone contact with us. In fact we have no telephone number on file to contact him. He doesn't want emails or letters. My question is, are we required to comply with requests for opt out to include postal items and email?
I have questions pertaining to Reg E, specifically Card Disputes.
1) Can the Bank require that a customer sign a dispute affidavit after they have called to notify the bank of fraudulent activity? If so, how many days do they have to sign it? Can we wait for the signature before starting our investigation?
2) Can the Bank request the customer to resolve the disputed item with the merchant prior to the Bank taking over the investigation?