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#1644305 - 12/29/11 06:34 PM Investigation Finalized / Debit Provisional Credit
jen2581 Offline
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Joined: Jul 2009
Posts: 17
We have a consumer who disputed a transaction and after we completed the investigation and sent the final disposition notice (an error did occur) the consumer called and said that he did authorized the transaction. Can we debit the provisional credit that we provided the consumer since he did authorize the transaction even though the investigation has been finalized??

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eBanking / Technology
#1644437 - 12/29/11 09:16 PM Re: Investigation Finalized / Debit Provisional Credit [Re: jen2581]
Fraudman CFCI Offline
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Fraudman CFCI
Joined: Apr 2004
Posts: 3,189
Land of Steady Habits
Why not? You now have information that it was in fact, authorized!

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#1644582 - 12/30/11 03:06 AM Re: Investigation Finalized / Debit Provisional Credit [Re: jen2581]
BrianC Offline
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BrianC
Joined: Nov 2004
Posts: 5,665
Illinois
I concur, the customer is granting you permission to reverse the "final" credit.

What you cannot do is reverse final credit if you have determined that the transaction was authorized after finalizing your investigation and your customer still insists that the transaction is unauthorized. In this case, it would be a violation to reverse final credit without your customer's consent.
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