In mid-December, an elderly customer requested additional information on ACH debits she did not recognize on her account. The transactions began in Jan 2010 and total over $5000. I got the additional information she requested and assisted her in contacting some of the Originators for more details. It became apparent that the entries were originated by her live-in adult son in her name. I gave her the option to submit a claim, but she chose not to because she did not want her son to get into trouble. (We would file a police report on any loss the bank took)
This is a long-time customer, and although she was quite lucid at the time, she has been having memory issues the last month or so. Her daughter, who is a named co-owner of the account, is getting involved with her finances and would now like to assert a claim.
What is our responsibility and liability under Reg E? Would this fall under 205.11e Reassertion of Error? The mother declined to assert an error after receiving the additional information from her first request. By declining to assert a claim, did she approve them? If she had asserted her claim in December, we stood to recover the majority of the money but we are now past the return timeframe.
Let's start at the very beginning; A very good place to start...